Virtual reception can mean a remote team of receptionists, an AI assistant or a combination of both. Before comparing quotes, establish who answers, what they can do in your practice software and how a patient reaches a person. The service name alone says little about its scope.
Three ways to handle reception
1. A remote reception team
People outside the practice handle calls during agreed hours and follow your procedures. Proassist telephone registration is one example: the supplier describes a team of receptionists working in the Proassist schedule. This illustrates the model, not a quality assessment or the company’s entire offering.
Check whether the team works in your existing PMS, how it learns practice rules and what happens outside the agreed scenarios. Confirm availability and handover to staff on site.
2. AI reception and a voicebot
A voicebot handles the phone conversation. Booking needs a separate integration and checks against appointment requirements. For example, ElevenLabs Reception.ai documentation describes availability based on services, staff, resources and rules. That involves more than finding an empty hour.
For a dental practice, test the actual process: service, clinician, full appointment duration and a confirmed booking or request for approval. “Calendar integration” does not establish support for IQ Dental, FELG Dent, Estomed or another specific PMS.
3. On-site reception supported by AI
A call flow can be designed to ring reception first during working hours, then pass to AI after no answer or outside agreed hours. The reverse arrangement is another option. Feasibility depends on the phone system, carrier and implementation; test it with an actual call.
Match the model to your problem
- Reception cannot keep up at peak times: check simultaneous call volume and how extra capacity handles overflow.
- Patients call after closing: define which requests can finish immediately and which need a callback.
- Many requests need individual arrangements: evaluate handover and the information passed to staff, not just automatic booking.
- You want to keep your practice software: request a demonstration in your specific PMS, rather than an arbitrary calendar.
Five questions before choosing
- Who answers first, and how long before a call reaches the next person or system?
- How can a patient request a person, and what happens when nobody is available?
- Which actions are confirmed in the PMS, and which create a request for approval or follow-up?
- What happens if the calendar connection fails, information is missing or the request is unclear?
- How will we measure outcomes: correct bookings, resolved requests, corrections needed and attended appointments?
Give suppliers the same example calls and call volume. Compare the full cost, including work left with your team. Use the quote checklist and voicebot acceptance tests.
FAQ
Does virtual reception always mean AI?
No. It can mean people answering remotely, automated phone conversations or message handling alone. Compare the actions and channels covered, rather than the label.
Do I have to change my phone number?
Not necessarily. Forwarding from an existing number is one possible setup. Availability, costs and routing depend on your carrier and phone system. Review the number and carrier questions before choosing.
Must patients speak to a bot?
Define and test a clear path to a person. A transfer announcement is not enough: verify who actually answers or calls back. Do not promise an immediate human connection when the team is unavailable.
Where does receptionOS fit?
receptionOS offers AI reception for dental practices. Start by selecting the processes to delegate and checking the PMS integration scope. Include a request that must return to your reception team in the demonstration.
Supplier sources checked on 4 October 2026. They describe offerings, not independently measured performance. This guide was prepared by receptionOS editorial staff.
