Set Up AI Voice Assistant

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Updated: 10/14/2026 | Views: 44

Tebra’s AI Voice Assistant helps independent practices answer patient calls, manage appointments, collect prescription refill requests, and answer common questions, giving patients faster support and staff more time for those already in the office. After AI Voice Assistant activation is completed, a System Administrator can walk through the remaining setup to customize the practice's AI Voice Assistant.

Before getting started, gather the following:

Public Practice Number: One primary public-facing phone number per service location. This is the phone number patients already call (published on the practice's website, directories, etc.). Once set up, this number forwards to the practice's AI voice number.
Backup Transfer Number: A designated transfer number where staff can answer escalated calls and voicemail is set up. This is a separate, unpublished direct line in the practice's phone system that rings the front desk directly. When the AI Voice Assistant needs to transfer a call to a live staff member, it calls this number.

Review the AI Voice Assistant FAQs to learn more.

Access AI Voice Assistant Set Up The setup can be accessed and completed by any System Administrator. Click Set Up AI Voice Assistant. The Finish Setting up AI Voice Assistant page opens. Tip: The set up can also be accessed under the AI Voice Assistant option in Practice Settings. Click Get Started. The Finish AI Voice Assistant Setup page opens.
Complete AI Voice Assistant Set Up Try it out: The practice's dedicated AI voice number displays. Call the number to go through the patient's workflow. After trying out the AI voice number, click the "I certify that I have tested the AI Voice Assistant and confirmed it is working as expected and in compliance with applicable laws and regulations." to proceed. If the AI Voice Assistant is not working as expected, click Get Help to launch the virtual agent. Describe the issue and the virtual agent will help validate if the behavior is by design or if a Customer Care case should be created. Note: Do not proceed to the next step until the Customer Care case is resolved. Click Next when finished.
Add Backup Transfer Number: AI Voice Assistant needs a direct number to transfer calls to. Enter a direct line phone number that is not the main practice phone number in the Backup Transfer Number field. After the backup transfer number is set up, Click the "The backup transfer number above has fallback behavior like a voicemail box setup if someone is unable to answer right away.". Click Next when finished.
Choose Behavior: Customize when calls should be answered by the AI Voice Assistant. Click the carrier drop-down to select the phone carrier of the practice's main line. Available options: 8x8, AT&T Office@Hand, Comcast VoiceEdge, Nextiva, Ooma, RingCentral, RingRx, T-Mobile DialPad, Vonage, Weave, and Other. Note: The listed options do not include every supported carrier. AI Voice Assistant works with any carrier that supports external call forwarding. Select when the AI Voice Assistant should answer. Available options: All the time: Every inbound call will be forwarded to the AI Voice Assistant Only when lines are busy: Call will be forwarded to the AI Voice Assistant when office staff is unavailable to pick up calls Only after hours: Call will be forwarded to the AI Voice Assistant after the practice's office hours When lines are busy and after hours: Call will be forwarded to the AI Voice Assistant when office staff is unavailable to pick up calls and after the practice's office hours Click Next when finished.
Start Forwarding Calls: Configure the practice's main phone number to forward calls with the carrier. Note: The Customer Care Team cannot assist with these steps. For assistance with the call forwarding setup, contact the phone carrier. Follow the steps in the list to forward calls in the practice's phone carrier. Tip: Select each step after completion to track progress. Sign in to the phone carrier admin portal. If applicable, click the linked phone carrier portal. Go to the main practice line following the steps in the phone carrier's support documentation. If applicable, click the linked support documentation. Set up call forwarding to an external line and enter the practice's AI Voice Assistant number displayed on the screen. Choose the option to forward calls. Save the forwarding rule. AI Voice Assistant is now live and answering calls for the practice. It is recommended that the practice test the call forwarding setup (e.g., forwarding after hours initially) to verify it functions as expected before proceeding. If applicable, change the call forwarding options with the carrier. After all steps and testing is completed, click "I certify that I have tested my call forwarding and the AI Voice Assistant backup transfer behavior and confirmed it is working as expected.". Click Go Live when finished.