Call path

From answered call to a next step a human signs off on.

Five receipts. Each one shows what CallPorch asks, what it stays out of, and what your staff sees the next morning.

Call path from answered call to staff review

Inbound · 9:38 PM03:42
“Hi, you've reached the after-hours desk. I can take a message or help you book a consult — which would you prefer?”
Source: Twilio inbound
1Answer
What it asks / does
Greets the caller in your brand voice, confirms it's a real intake call, captures name and reason.
What it avoids
Never claims to be a human. Never asks for medical, legal, or payment details up front.
What staff sees
Caller ID, area, why they called, call length, and full transcript.
Source: Inbound · Twilio
Intake fields9:39 PM
- Pain: 8/10, throbbing
- Insurance: PPO (Delta)
- Last seen: 2022
- Prefers: tomorrow AM
Source: Transcript · 4 fields captured
2Qualify
What it asks / does
Pain level, insurance type, prior visits, preferred time window, and best callback number.
What it avoids
Doesn't diagnose. Doesn't quote final pricing. Doesn't promise a specific provider until staff confirms.
What staff sees
Structured intake with a transcript excerpt next to every field.
Source: Call transcript
Booked Slot9:40 PM
Tomorrow
8:30 AM
Local emergency consult
with Provider rule matched
Booked
Source: Slot status · held pending confirmation
3Match slot
What it asks / does
Checks live availability for the right provider type and offers the soonest fit.
What it avoids
Won't double-book. Won't release a held slot until SMS confirmation or staff approval.
What staff sees
A 15-minute calendar hold with provider, time, and reason attached.
Source: Calendar hold
SMS sent9:41 PM
“Caller initials hidden — held tomorrow 8:30 AM for a local emergency consult. Reply YES to confirm, NO to release. Reply STOP to opt out.”
Source: Twilio · phone ending 0137
4Send SMS
What it asks / does
Sends a short confirmation text with the held slot and a YES/NO reply path.
What it avoids
No marketing. No PHI in the message body. Always honors STOP and do-not-contact.
What staff sees
Delivery status, reply (YES / NO / STOP), and the exact message text sent.
Source: Twilio · STOP supported
Awaiting reviewTomorrow 8:05 AM
1 booking pending approval · PPO intake attached · Transcript ready.
Source: Review queue · 1 pending
5Staff review
What it asks / does
Adds the call to the morning review queue with a review-ready summary and source links.
What it avoids
Won't auto-confirm sensitive bookings. Won't archive a call without a human action.
What staff sees
Approve, edit, decline, or escalate — every choice is logged.
Source: Review queue