Live call suggestions
The suggestion cards, checklists and scorecard Call AI works from — written for you by Smileline, and yours to edit.
Settings → Live call suggestions holds the practice's call playbook, the material Call AI works from:
- Suggestion cards — what the call window in the Smileline Desk app suggests while a caller talks. See Live suggestions.
- Checklists — what a good call covers, for a new enquiry, an existing patient and a follow-up call. Each item ticks itself in the call window once the conversation covers it.
- Scorecard — what every analysed call is marked on after it ends, in the call's coaching.
Call AI is available to practices in the United Kingdom and the United States, and is part of Smileline Voice; without Voice the page points you to Settings → Billing. Anyone who takes calls can open the page. Changing it needs the owner or manager role — everyone else sees it read-only.
Have Smileline write it
Click Generate. Smileline writes the playbook from your treatments and their prices, your sales pitch, your opening hours and your knowledge base — including what it says about parking, finance, how long treatment takes and, in the UK, NHS versus private care. The page shows Writing… while it works, which takes a minute or two; you can leave the page and come back. The cards cover questions, objections and booking — never clinical advice.
If writing it fails, the page shows Couldn't write it with the reason, and Generate again tries once more.
Review new suggestions
Nothing Smileline writes is suggested on a call until someone at the practice has read it. Every card from Generate arrives switched off and marked Awaiting review, and a banner at the top of the page counts them — for example, 12 new suggestions to review.
Read each card, edit it if you like, switch on the ones you want and click Save: turning a card on is its review. Turn all on switches on every card still waiting and saves straight away. Cards you leave off stay off, and are never suggested.
Click Generate again whenever your prices, pitch or opening hours change. Smileline asks first, then adds new suggestions for review; the cards you already turned on stay as they are. The checklists and scorecard are written again, so save any changes on the page before you start.
Edit it
Change anything, then click Save:
- Cards — switch a card on or off (only cards that are on are suggested), or change its kind (Objection, Answer, Booking or Reminder), the calls it is for, its title, When it shows (what the caller says that brings it up) and What to say, or delete it with the bin icon on the card. A deleted card is gone once you save; Generate may suggest a similar one again, switched off for your review. Add card writes your own, switched on; a card you have turned on stays as it is when you Generate again.
- Checklists — each item's name and what counts as covered.
- Scorecard — each point's name and what it means.
Card text can include three placeholders, filled in from your own information when the card shows — never made up:
| Placeholder | Shows |
|---|---|
{next_slots} | the next free appointment times |
{price} | the price of the treatment the call is about |
{hours} | your opening hours |
When the information is missing — no price set for the treatment, say — the card says so in brackets instead of guessing.
If someone else saved the playbook after you opened it, Save stops and says so: click Reload to see their version. Your unsaved edits are lost, so copy anything you want to keep first. While Smileline is writing the playbook, wait for it to finish before saving.
Voicemail
Hear what callers left when nobody could answer, read the transcript, and see which messages are still new.
AI receptionist
Let the practice's AI voice agent answer calls in natural conversation — book appointments, capture new enquiries, transfer to the team or take a message, and cover the hours nobody is at the desk.