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Quick Start for Office Staff

For: Office staff, dispatchers, and front desk teams Time to read: 5 minutes

This guide covers your daily workflow for managing calls handled by the OzyOps AI receptionist.

What the AI Does for You​

Your AI receptionist answers calls when your team is busy, on another line, or after hours. It:

  • Answers every call professionally -- No more missed opportunities.
  • Qualifies the caller -- Collects name, phone, reason for calling, and urgency level.
  • Routes emergencies -- Sends urgent calls directly to your on-call number.
  • Books appointments -- Captures preferred times or books directly into your EMR (if connected).
  • Logs everything -- All call details appear in your OzyOps dashboard automatically.

Your Daily Workflow (5 Minutes Each Morning)​

Step 1: Check the Dashboard (2 Minutes)​

Where: Log in at portal.ozyops.com and go to Dashboard > Calls.

What to look for:

  • New calls since yesterday (sorted by time, newest first).
  • Any calls with a red urgency badge -- these need immediate attention.
  • Call type badges: red (emergency), green (appointment), blue (quote), purple (prescription), gray (general).

Step 2: Handle Emergencies First​

If you see any calls with a red emergency badge:

  1. Check if the caller was already transferred to your on-call number during the call.
  2. Open the call to see the full details and transcript.
  3. If no one has followed up yet, call the customer immediately.
  4. Click Claim on the call so your team knows you are handling it.
  5. Add a note with what you did (e.g., "Called back, dispatched tech at 8:45 AM").

Emergency response time: Within 30 minutes of the call.

Step 3: Follow Up on Appointments​

For calls with a green appointment badge:

  1. Open the call to see what the caller requested.
  2. If the AI booked the appointment directly (EMR connected), verify it looks correct in your scheduling system.
  3. If the AI captured appointment preferences but could not book directly, call the customer to confirm a time.
  4. Claim the call and add a note: "Confirmed for Tuesday at 2 PM."

Callback response time: Within 24 hours of the call.

Script for callbacks:

"Hi [Name], this is [Your Name] from [Business]. Our system logged your request for [service/appointment]. You mentioned you prefer [preferred time] -- does that still work for you?"

Step 4: Follow Up on Quotes (Weekly)​

For calls with a blue quote badge:

  1. Open the call to see the project or service details.
  2. Prepare and send a quote based on what the caller described.
  3. Update the pipeline card status (if on Essential or Professional plan).
  4. Follow up if no response within 7 days.

Response time: Within 48 hours of the call.

Understanding Badges at a Glance​

Badge ColorTypeWhat to Do
RedEmergencyCall back within 30 minutes
GreenAppointmentConfirm within 24 hours
BlueQuoteSend quote within 48 hours
PurplePrescriptionProcess refill request (healthcare)
GrayGeneralReview and respond as needed

Tips for Success​

Check the dashboard every morning​

Callers expect callbacks within 24 hours. Do not let requests sit for days.

Claim calls you are handling​

This tells your team that someone is on it. No duplicate follow-ups.

Be specific in notes​

Good: "Called 3/15 at 2 PM. Customer wants Friday 3 PM. Confirmed." Bad: "Called back."

Do not ignore quote requests​

These are often high-value opportunities. A timely response makes the difference.

Emergencies take priority over everything​

Safety first, and these are often your highest-value calls.

Common Scenarios​

A customer says they never got called back​

  1. Search for their call in the dashboard (by phone number or name).
  2. Check if someone claimed it and added notes.
  3. If the call was missed, apologize and help them immediately.
  4. Add a note: "Called back after customer follow-up."

Missing caller details​

Sometimes callers hang up before the AI finishes collecting information. If the phone number was captured, call them back and fill in the missing details.

A customer is upset the AI answered​

Apologize and help them right away. A good response:

"I'm sorry about that -- our AI assistant handles calls when we're unavailable so we never miss your call. How can I help you today?"

A customer texts STOP​

The system automatically unsubscribes them from SMS. You can still call them -- only text messages are blocked. In the dashboard, the quote card will show "SMS Consent: Revoked." If they want to receive texts again, they can text START.

Quick Reference Card​

DAILY CHECKLIST
  [ ] Check Dashboard > Calls for new entries
  [ ] Handle emergencies FIRST (< 30 min)
  [ ] Call appointment requests (< 24 hrs)
  [ ] Claim calls you are handling
  [ ] Add notes after each action
  [ ] Follow up on quotes (weekly)

EMERGENCY = Call customer within 30 minutes
APPOINTMENT = Call customer within 24 hours
QUOTE = Send quote within 48 hours

When to Contact OzyOps Support​

Contact support@ozyops.com if:

  • The AI is misclassifying calls (marking routine calls as emergencies)
  • Multiple calls have missing information
  • Customers report the AI gave wrong information
  • The dashboard is not showing new calls

You do not need to contact support for:

  • Following up on callbacks -- that is your job
  • Sending quotes -- that is your sales process
  • Updating appointment times -- manage that in your scheduling system