How AI Calls Work

When you launch a campaign, SightSync contacts each eligible patient in sequence during your configured calling hours (default 9am–6pm, Monday–Friday). Here's what happens from start to finish:

Every call uses a GOC-aligned script matched to the patient's clinical risk category. Scripts are written to be warm, brief, and purposeful — never high-pressure. The AI identifies itself as automated in the very first sentence, which is a legal requirement under PECR.

Here's a representative example of what a diabetic patient might hear:

The script adapts based on what the patient says. If they ask a question the AI can't answer (such as a detailed clinical query), it offers to have a member of your team call them back.

Risk-specific scripts: Each clinical group — diabetic, glaucoma suspect, myopia child, contact lens, other clinical, and standard — has its own script with the appropriate clinical reason for the recall. Practice and Group plan subscribers can customise the script intro for each group from within the dashboard.

Every call ends in one of the following outcomes, visible in your Live Feed and patient history:

If a patient doesn't answer, the AI leaves a short, natural voicemail message identifying itself and the reason for the call, with a callback number and opt-out link.

Automatic fallback — WhatsApp & email: When a call goes unanswered or to voicemail, SightSync automatically sends follow-up messages through two additional channels:

Retry schedule: Each patient receives up to 3 call attempts over a 48-hour window:

Retry timing includes a small random spread to prevent all patients being called at exactly the same minute after an initial batch. Calls never go out outside your configured calling hours, regardless of when a retry falls due.

Once a patient books an appointment, SightSync doesn't stop there. 24–48 hours before the appointment, an automated confirmation call goes out.

During the confirmation call, the patient can:

Confirmation calls run daily at 10am and target appointments in the next 24–48 hours. They use the same conversational AI as recall calls — patients who have already spoken with the system will recognise the same voice and tone.

No-show reduction: Practices using confirmation reminders typically see a meaningful reduction in appointment no-shows, which at typical appointment values can pay for the subscription cost each month.

The Live Feed page shows all call activity in real time — no refreshing needed. As soon as a call connects, is answered, or results in a booking, the status updates instantly.

Each row in the live feed shows:

• Patient name and risk category
• Current call status (with a pulsing animation for in-progress calls)
• Call duration
• Time of call

Clicking any row opens the full call detail — including the call recording (where available), full transcript, and any AI summary of the outcome.

When you launch a campaign, a Campaign Progress widget appears at the top of the Calls page showing live counts for Queued, Calling, Answered, Booked, Voicemail, and No Answer — updating in real time as calls are processed.

Every completed call is recorded and a full transcript is generated automatically. Both are available from the patient's profile within minutes of the call ending.

Transcripts are displayed as a conversation view — you can see exactly what the AI said and how the patient responded, turn by turn.

AI summaries are generated for each call: a one-line plain-English description of the outcome (e.g. "Patient agreed to book but asked to be called back during lunch hours").

Call recordings are retained for 12 months from the call date, then permanently deleted — regardless of subscription status. Transcripts are retained for 2 years for GOC audit purposes.