Operations & approvals

Your team decides. The agents do the rest.

Anything the agents can't or shouldn't handle lands in one Inbox with the whole conversation attached. Actions that reach a patient run on their own, notify you, or wait for your approval, and you decide which.

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1 Inbox: for every handoff, approval and alert
60 min: of team silence before the AI picks it back up
07:00: daily brief, in your clinic's time zone

A practice manager reviewing the day at a quiet front desk

A staff member on the phone with a patient, notepad in hand

The Inbox

Everything handed to a person, in one place.

Emergencies, "I'd like to speak to someone", bookings waiting for approval, callbacks, insurance problems, denied claims, refill requests, messages that couldn't be sent. Each item arrives with the conversation so far, so nobody asks the patient to start again.

Items sort by urgency, emergencies first. Each has buttons for the likely outcomes: Approve, Called them, Patient will self-pay. Closing an item can hand the conversation straight back to the agent.

Every kind is namedby the agent that raises it: Insurance problem, Missed visit, Message not sent.
Questions for the team.When an agent only needs a fact, it asks you and keeps talking to the patient.
Never silent.A reminder that can't go out becomes one Inbox item saying why.

One conversation, two owners

01Agent hands offReason, priority and transcript go to the Inbox
02Staff take itReplies go out as your team; the agent stays quiet
03Hand backOne button, or automatically after 60 minutes of silence
04Agent continuesWith the full conversation, including your replies

Take over, hand back

Step into any conversation without losing it.

Reply as yourself from the Inbox, on the same channel the patient is using. While your team has the conversation, the agent stays quiet in it. When you're done, hand it back and the agent picks up with everything that was said.

If your team goes quiet for an hour, the conversation goes back to the agent on its own, so a patient is never left waiting because someone went to lunch. Someone who writes again meanwhile is told your team has it.

A manager signing off a paper form at a desk

Approvals

Loosen the rules once they've earned it.

Some actions reach patients without anyone asking: booking a freed slot for someone on the waitlist, texting a patient whose insurance couldn't be confirmed, contacting a newly referred patient, marking an appeal ready. Each has one of three settings.

Automatic runs it. Notify runs it and tells your team. Approval puts it in the Inbox until someone says yes. Saient keeps count of how often your team approved each action as it was, so you can see when one is ready to run on its own.

Starts careful.Contacting a newly referred patient and marking appeals ready begin on Approval.
Shadow statisticsshow how many proposals your team approved unchanged.
Per business.Each clinic sets its own rules.

Daily brief · 07:00 · SMS

Sunrise Family Clinic — daily brief
AI handled 38 conversations; 11 visits booked,
2 cancelled slots refilled, 3 new patients.
Insurance: 9 checked, 1 needs attention.
Claims: 4 paid (₹18,400), 1 denied.
Waiting for you: 4 items in the Inbox.

The day at a glance

Home, and a brief before you open.

Home answers one question: what needs me today? The most urgent Inbox items with their buttons, the visits still ahead today, how far your go-live checklist is, and whether every agent is working.

With the Ops Supervisor hired, the practice manager gets yesterday in a few lines every morning at 7:00, by text or email: conversations handled, visits booked, cancelled slots refilled, new patients, insurance checks, claims paid and denied, and anything unusual, such as a run of failed insurance checks.

The specifics

What the team works with.

Priorities: P0 emergencies first, then P1–P4. The sidebar badge counts what's open.
Task kinds: Needs a person, Emergency, Booking approval, Call back, Question for the team, Message not sent, and each agent's own.
Buttons per kind: Every kind has its own outcomes, and some hand the conversation back to the AI.
Claiming: "I'll take it" marks an item as yours, so two people don't call the same patient.
Audit trail: Tool calls, reply checks, handoffs and webhook deliveries are recorded with the turn they belong to.
Recipients: Choose who gets the daily brief: phone numbers, email addresses, or both.
Your CRM: Every handoff is also a handoff.requested event, so a ticket can open in your own tools.
Regions: Quiet hours and message limits for India and the US apply to everything the agents start.

Questions

What people ask.

What happens to an emergency?

Before any AI reply, every message is checked for a possible emergency. The person gets the emergency number first, your on-call contact is alerted, and the item opens at the top of the Inbox.

Can staff reply from their phones?

Staff reply from the Saient Inbox in the browser, which works on a phone. Their messages go out on the patient's own channel.

Who sees the Inbox?

Everyone on your account sees your business's Inbox. Items can be claimed so work isn't doubled.

Can I turn approvals off entirely?

Yes, per action. Most clinics start on Approval for anything sensitive and switch to Automatic once the shadow numbers look right.