Lara, BrainHi's Automated Virtual Assistant, is the first line of defense in BrainHi's Call Rescue process. When a Patient or Customer calls or messages for the first time, Lara will respond immediately, and then provide an answer to the Customer's query based on the default automated responses, or with a Custom Response. Lara will then verify that the Customer doesn't need any more help, and will close the conversation.

If Lara can't resolve a Customer's issue without human intervention, she will assign the conversation to either Office Staff, or, in the case of workplaces that have upgraded to BrainHi's Live Customer Support Agent service, to one of BrainHi's Live Customer Support Agents.

Office Staff or Live Agents should then complete the Customer's request, and close the conversation.

BrainHi allows Office Staff and Agents to monitor all of Lara's conversations with Customers, and if they so choose, to immediately take over any conversation with a Customer in cases that require a human touch.

Office Staff and Agents can review all of the active conversations that Lara is currently managing in the "Assigned to Lara" section of the Conversation Activity Stream. They can also see all of the older conversations that Lara has resolved and closed in the "Closed Conversations" section of the Activity Stream.

To take over a conversation from Lara, an Office Staff or Agent user can send a message or internal note in the conversation. Once they hit the "Send" button in the Message Composer, Lara automatically assigns the conversation to the user that sent the message. Alternately, they can reassign the conversation to other Office Staff or Agent users via the Conversation Action Panel.

Once a conversation is assigned to Office Staff or to an Agent, Lara will no longer respond to messages in that conversation until after it's been closed. You can check to see if Lara is currently answering messages in the Conversation Action Panel.

Lara comes with some default responses out of the box, but there are ways to customize and adjust how Lara interacts with Customers.

Configuring the BrainHi Scheduling Link allows Lara to send Customers directly to request an appointment.

Filling out basics like hours of operation in the Business Profile section of BrainHi allows Lara to give Customers fast answers to easy questions.

Custom Responses allow Office Staff to fully customize Lara to respond to particular words or phrases that are specific to their business. This is a powerful tool which can help drive Customers to a sale.

Adding a custom recording to the the business' voicemail greeting will improve your brand and create a friendlier experience for Customers.

Next: Learn how to work with BrainHi's Live Patient Support Agents