Answering Calls

When a call comes in to a ring group you belong to, a notification appears at the top of your screen. You can answer the call, decline it, and — once on the call — mute yourself, use the keypad, or transfer the call to someone else.

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Receiving an Incoming Call

When a call comes in, a banner slides down from the top of your screen with the following information:

• Caller’s phone number — always shown.
• Caller’s name — if the phone number matches a patient in your system, their name and photo appear.
• Patient details — if the caller matches a patient, you will also see helpful context like their credit balance, total amount spent, next upcoming appointment (date and service), and date of birth.

If the caller does not match any patient, the banner shows the phone number and caller ID name (if available). A ringtone plays while the call is ringing (see Set Your Ringtone below).

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Answering on a Desk Phone

If your ring group includes a desk phone tied to your account, the desk phone rings at the same time as the browser banner. Whichever you answer wins — the other stops ringing. The browser call window does not open when you answer on a desk phone, so the in-screen controls (mute, keypad, transfer) aren’t available for those calls. Use the controls on the desk phone itself, and end the call by hanging up the handset. Calls answered on a shared desk phone (front desk, exam room, nurse station) appear in the call log labeled with the phone’s name — for example, “Front desk · Desk phone” — since no individual staff member is attributed to the answer.

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Answer or Decline the Call

The banner shows two buttons:

• Green phone button — Click to answer the call.
• Red phone button — Click to decline the call. The call will continue ringing for other members in the ring group, or fall to the failover AI assistant if no one answers.

If the caller hangs up before anyone answers, the banner briefly shows “Caller hung up” and then disappears.

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During an Active Call

Once you answer, the banner changes to a floating call window that you can drag around the screen. The call window shows:

• Caller identity — The caller’s name, photo, phone number, and date of birth (if matched to a patient).
• Call timer — A running clock showing how long you have been on the call.
• “On Call” indicator — A green dot confirming the call is active.

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Patient Information During the Call

If the caller matches a patient, the call window shows additional details to help you assist them: You can also click View Patient Details to open the patient’s chart in a sidebar without leaving the call.

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Call Controls

The call window includes these controls: If you try to close your browser tab or navigate away during an active call, you will see a warning that your call will be disconnected.

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Save a Call as a Note

When the caller is matched to a patient, you can turn a phone visit into a clinical note without typing it up afterward. Click Save visit as note in the call controls, then Choose a note template. Decoda transcribes the call and uses AI to fill in that template, just like an in-person AI Scribe note. The note is created on the patient’s chart for you to review and sign off. Click the button again, or the X on the template section, to stop saving the call.

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Transfer a Call

You can transfer an active call to another ring group, a specific staff member, or an external phone number.

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Set Your Ringtone

You can choose which sound plays when an incoming call rings on your screen. The available ringtone options are: Your ringtone preference is saved on your device, so it stays the same across sessions. You can change it at any time from your notification settings.