service uptime
99.9%
Published service uptime. We do not publish service credits.
Trust center
Trust terms, routing limits, and live-issue handling.
Review what Velyn can finish, what goes to staff, what gets checked before live calls move, and what we publish about uptime and response.
setup answer time
1 business day
We answer setup questions within one business day.
when we contact you
30 minutes
Direct outreach starts within 30 minutes after a confirmed live issue. We do not publish an RTO, RPO, or restoration-time guarantee.
BAA before live calls
Available
A BAA is required before live calls start. It covers how we handle data. It does not change who makes clinical decisions or who is responsible for patient care.
Before live calls
What gets checked before live calls move?
The office phone line stays as-is while setup is reviewed. These are the steps we make public before routing live patient calls.
Scheduling systems
Direct scheduler booking: Open Dental. Waiting on vendor access: Eaglesoft and Dentrix. Later scheduler work: Denticon, Curve Dental, and CareStack.
See integration details01. Setup review
Setup answer within 1 business day
We review your hours, office rules, scheduling system, and whether the setup fits your office.
Nothing changes on the office phone line while setup is under review.
02. Booking rules
Routine scheduling rules are set with your team
Cleanings, recalls, new-patient visits, reschedules, and other routine booking calls are set before live calls move.
Calls about pain, treatment questions, same-day requests, and still-unclear callers stay with staff.
03. Backup path
Backup number and ring-out path checked before live calls move
Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.
If the backup path is not set, the office phone line stays unchanged.
04. Live calls
Billing starts only after setup is complete
No live routing and no billing until setup is complete and your team has reviewed the setup.
A BAA is required before live calls start.
Routing limits
Which calls can Velyn finish, and which go to staff?
A call can start as a simple booking and still end up with staff. That happens when the caller needs clinical judgment, asks for a same-day slot, or is still unclear after one follow-up question.
Velyn can finish it
Velyn can finish routine scheduling when the request fits the office rules your team approved.
It goes to staff
Calls about pain, treatment questions, same-day requests, or times outside the office rules go to staff.
If the request is still unclear
Mixed intent, heavy background noise, or a caller who is still unresolved after one follow-up question. Once the call crosses that line, Velyn Dental stops probing and sends staff a handoff note with the callback number, the last request it heard, and the reason the handoff triggered.
Before live calls move
Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out. Nothing changes on the office phone line until your team has reviewed setup.
Velyn can finish it
Routine scheduling that fits the office rules your team approved before live calls move.
A routine booking Velyn can finish
Velyn can finish a routine booking when the request matches the visit types, hours, providers, and office rules your team approved.
- Cleaning next week
- Recall already due
- New-patient visit with an intake path your office approved
- Routine reschedule inside office rules
It goes to staff
Calls about pain, special requests, or anything a person needs to judge.
What if someone's in pain?
Pain, swelling, post-op concerns, treatment questions, and other calls that need clinical judgment go to staff.
- Tooth pain
- Swelling after extraction
- Treatment or medication question
What if the patient needs to be fit in?
Same-day requests and anything outside the office rules go to staff instead of being forced into the schedule.
- Same-day add-on request
- Request for a provider or time the office did not approve
- Special approval or front-desk request
What if the caller is still hard to pin down?
Mixed intent, heavy background noise, or a caller who is still unresolved after one follow-up question. Once the call crosses that line, Velyn Dental stops probing and sends staff a handoff note with the callback number, the last request it heard, and the reason the handoff triggered.
- Caller mixes a booking request with symptoms or insurance questions
- Background noise keeps the request unclear
- The request changes while the call is in progress
- The team needs to decide the next step
When things break
What happens if calls stop answering?
Here is the public promise: Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.If we detect or you report that calls aren’t answering normally, we contact the practice directly within 30 minutes. We do not publish a restoration-time SLA or a service-credit table.
Confirmed live issue
A live issue affecting routing is confirmed.
New calls use the configured backup path, and we contact the practice directly within 30 minutes after the issue is confirmed.
Failover happens first while the issue is being worked. We do not publish an RTO, RPO, or restoration-time guarantee.
Velyn Dental is still unsure after a follow-up question
The caller's request is still unclear after one follow-up question.
The call leaves the routine scheduling flow and goes to your team with the callback number, the last mixed request Velyn heard, and the reason the handoff triggered.
That gives staff enough detail to decide whether to take the transfer live, call back, or route the patient onward without replaying the conversation.
A routing rule sends the same kind of call down the wrong path
Any single misroute is reviewed within 24 hours. If a second misroute of the same type happens, we pause that rule automatically.
If the same type of call misroutes more than once in a day, we treat it as a system issue, not a one-off. Calls fall back to the backup path while we investigate, and we contact your practice with the pattern we found.
We fix the rule and re-test it against your scripts before that route resumes — usually within one business day.
HIPAA & patient information
How we protect patient information.
HIPAA coverage is more than one signed agreement. These are the safeguards built around your patients’ call data — in place today, with the HIPAA-compliant call carrier active when your practice goes live.
A BAA is signed before any live calls
You read the full Business Associate Agreement and sign it with a typed-name signature during onboarding. No patient calls go live until it is signed, and the signature and timestamp are recorded.
The phone carrier operates under a signed BAA
When your practice goes live, calls are carried by Telnyx, a HIPAA-compliant telecommunications provider, under a signed Business Associate Agreement.
The AI runs under a signed BAA, and your data is not used to train models
The AI that answers calls and decides routing runs on AWS under a signed Business Associate Agreement. Your patients' call audio and transcripts are not used to train AI models.
Patient information is used only to run your service
Call audio and transcripts are used only to operate your receptionist service — not sold, and not used for any other purpose. Transcripts are redacted before they are kept for quality review.
Credentials and data are encrypted
The credentials that connect Velyn to your scheduling system are stored encrypted with AES-256. Data is encrypted in transit and at rest.
A rule-based safety layer the AI cannot override
Emergencies and clinical questions are never decided by the AI alone. A deterministic safety layer routes them to your staff, and the model cannot override it. Required call disclosures are enforced the same way.
Every AI decision is logged, reviewed, and audited
AI decisions are logged to a governance record and checked against safety policies. Changes to the AI are gated by an evaluation suite before they ship, and the safeguards are audited monthly by our Center of Excellence.
Evaluated AI
How we test and audit the AI.
Before your office goes live, you’ll want to know: What AI is this? How reliable is it? Who’s checking it? Here’s what you can verify yourself — all public, all committed to our repository, all audited before changes ship.
Model provider
Anthropic Claude — the same AI trusted by healthcare teams globally. Live receptionist runs on claude-haiku-4-5-20251001. Larger Claude variants handle non-realtime summarization.
The phone connection itself (voice company, speech-to-text, text-to-speech) is separate supporting infrastructure. The thinking and decisions are always Claude.
Test results
199 test scenarios, all passing. These are run before any updates go live.
236 of 236 fixtures pass across 27 suites.
Below are four examples. The full test suite covers all the major call types: routine bookings, pain/emergency calls, same-day requests, insurance questions, and more.
| Suite | Fixtures pass | Last refresh |
|---|---|---|
| chart-examples | 12 of 12 | 2026-06-19 |
| claims-scenarios | 16 of 16 | 2026-06-19 |
| ivr-speech-routing | 14 of 14 | 2026-06-19 |
| outbound-recall-consent-gate | 9 of 9 | 2026-06-19 |
The full set of 27 suites is committed to the repo. Source: evals/anthropic/. Last refresh 2026-06-19.
Real-time routing (no review delays)
Five specific workflows where speed trumps human approval.
Most AI decisions get checked by a person before they happen. But when a patient is on the phone, they can’t wait. These five workflows have safety rules built in (not human approval, but guardrails) so calls route instantly instead of being put on hold.
- speech_routingDeciding where a call goes (to booking, to staff, to voicemail).The caller is on the phone. They can’t wait while we ask a person to approve the routing.
- transcript_redactionRemoving patient information from call recordings after the call ends.This happens after the call. Speed doesn’t matter — but we still safeguard it.
- practice_ai_insightsAnalytics and insights shown only to your practice, never to patients.Not patient-facing, so the stakes are lower than a live call.
- realtime_triage_handoffDuring a call: deciding whether to hand off to your staff or keep booking.A patient can hear silence. We can’t ask a human ‘is this a handoff?’ while they wait.
- outbound_recallCalling patients to invite them back for missed appointments.Pauses in a live patient call sound awkward and damage trust.
Each of these has safety guardrails built in (not human approval, but rules that catch errors). Your practice can also disable any of these at any time.
Telemetry & audits
Every AI decision is logged with its outcome: what decision was made, did it work, what (if any) issues were flagged. A team at Anthropic audits these logs monthly. Patient information is never stored in these logs — only metadata.
// What gets logged
{
id: "evt_...",
workflow: "speech_routing",
model: "claude-haiku-4-5-20251001",
passed: true,
issues: []
}What we will not do
- We won't claim 100% accuracy. Instead, we publish real pass rates and refresh them when improvements land.
- We won't log patient information in our audit records. Only metadata (what decision was made, did it work) gets logged.
- We won't put Claude through a third-party reseller or aggregator. It runs directly on AWS Bedrock under a signed HIPAA agreement.
- We won't keep raw AI responses in version control. The code commits test results only, not conversation outputs.
- We won't offer service credits for downtime. Instead, uptime is published publicly and audited monthly.
Trust center FAQ
Questions before live calls move.
These are the public answers on routing, billing start, live issues, and BAA timing.
When is a BAA required?
Any HIPAA-covered practice should have one in place. You can read the full BAA and sign it during onboarding — with your typed name recorded as the signature — before any live patient calls start. Questions: email sales@velyndental.com.
What calls can Velyn finish?
Routine cleanings, recalls, new-patient visits, and reschedules can be finished when the request fits the hours, visit types, and office rules your team approved.
What still goes to staff?
Calls about pain, treatment questions, same-day requests, times your office did not approve, and calls that are still unclear after one follow-up go to staff. Your team sees the caller's number, what they were trying to do, and whether the call came through live or still needs a callback.
What makes a call 'unclear'?
Mixed intent, heavy background noise, or a caller who is still unresolved after one follow-up question. Once the call crosses that line, Velyn Dental stops probing and sends staff a handoff note with the callback number, the last request it heard, and the reason the handoff triggered.
Do you publish a Spanish-language or bilingual promise?
If a large share of your callers prefer Spanish or another language, we review that during setup. We only turn on language coverage your office has confirmed.
What happens if the backup line rings out?
Backup routing means the caller goes to the backup number your office chose first. If that line rings out, the caller lands wherever that number already sends voicemail or after-hours calls.
Who carries the phone calls?
When your practice goes live, patient calls are carried by Telnyx, a HIPAA-compliant telecommunications provider, under a signed Business Associate Agreement. Call audio and routing data are processed only to operate your receptionist service — they are not sold or used for any other purpose.
When does a BAA matter?
A BAA is required before live calls start. It covers how we handle data. It does not change who makes clinical decisions or who is responsible for patient care.
What happens during a confirmed live issue?
If a live issue is confirmed, we contact the practice directly within 30 minutes. Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.
What gets checked before live calls move?
Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out. Nothing changes on the office phone line until your team reviews setup.
Do you publish a restoration SLA?
No. We commit to direct outreach within 30 minutes after a confirmed live issue, but we do not publish an RTO, RPO, restoration-time guarantee, or a service-credit table.
Where should we send trust questions?
Send trust questions to support@velyndental.com.
Trust questions: support@velyndental.com