Weeknights and weekends
On from 5 p.m. until you open, all weekend and on holidays. You choose the hours, the numbers and the lines it answers.
AI Appointment Assistant
Book the callers you miss after hours. Keep the schedule full.
The icepac.ai appointment assistant answers your phones whenever your office is closed or every line is busy, on the hours you choose, and books visits straight into your schedule. It also keeps the schedule full: it confirms visits, refills cancellations from your waitlist, rebooks same-day no-shows and calls patients due for recall. It covers hours nobody was staffing and calls nobody had time to make, so it adds appointments without replacing anyone.
Sample call, Saturday 7:40 p.m.
- AI Thanks for calling the eye clinic. The office is closed, but I can book a visit or answer a question. How can I help?
- Caller My contacts have been bothering me all week. Can I get in Monday?
- AI I can help with that. Is your eye painful, or has your vision changed suddenly?
- Caller No, just dry and itchy.
- AI Thank you. Monday I have 8:30 or 11:00 with the doctor. Which works better?
- Caller 8:30, before work.
Sample call with a made-up practice and caller. Times are illustrative.
After hours
The evening and weekend calls nobody was answering
Patients call when they have a minute: after work, at night, on Saturday. Until now those calls reached voicemail, and some of those patients called another office or went to an urgent care instead. The assistant picks up, sorts out what the caller needs and books the visit while they are still on the line.
Books into your schedule
Offers only the openings that fit your providers, offices, visit types and lengths, writes the visit to your calendar and texts a confirmation.
Answers the usual questions
Hours, directions, parking, insurance you accept and what to bring. It stays on topics you approve and says so when something is outside them.
Urgent calls go to on-call
Sudden vision loss, an injury or anything you mark urgent is sent to your on-call line at once, ahead of everything else.
English or Spanish
Callers can finish the whole call in Spanish, from the greeting to the confirmation text.
A summary for the morning
Your team starts the day with each overnight call summarized: who called, what was booked and who still needs a callback.
Keep every chair full
Canceled visits refilled from the waitlist, automatically
An opening two weeks out is easy to fill. An opening two days out usually goes empty. So the assistant starts on a cancellation the minute it happens.
- A slot opens. A patient cancels, by phone, by text or at the desk.
- The waitlist hears first. Patients who asked for an earlier visit of that type get a text offering the time.
- Then it calls. If nobody has taken it by the point you set, for example 48 hours before the visit, it calls those patients one at a time.
- The visit moves up. The first patient to say yes gets the slot, and the visit they leave behind opens for someone else.
| Setting | Example |
|---|---|
| Who is offered the slot | Opted-in waitlist patients for the same visit type and provider |
| First contact | Text, as soon as the slot opens |
| When calls begin | 48 hours before the visit |
| Quiet hours | No texts or calls between 9 p.m. and 8 a.m. |
| Who gets told | The front desk sees each filled slot on the schedule |
- Confirmations that cut no-shows. It confirms each visit by call or text at the times you set. A patient who cannot come says so early, and that opening goes straight into the waitlist fill above.
- Same-day no-show rebooking. When a patient misses a visit, it reaches them that day and books a new time while the reason is fresh.
- Recall that fills next month. Patients overdue for an annual exam or a follow-up get a call or text and book on the spot, filling the schedule weeks out.
Booking that follows your rules
Only times that will actually work
Every booking, overnight or refilled, is checked against your live schedule and your rules before it is confirmed, so a slot that is already taken is not offered again.
Provider and office
Only providers who see this visit type, at the location the patient chose.
Visit type and length
New-patient, follow-up and consult visits each get a slot with the full time open.
Families in one call
Several family members booked back to back, with one combined confirmation text.
Confirmations and reminders
Confirmation right away, then reminders by text or by call at the times you choose.
It connects with the EMR and practice-management systems practices use, reads your providers and schedule templates, and attaches each call summary to the patient chart. Tell us yours and we will show it in your free demo. See call intelligence for what your team sees after each call.
For larger offices
The full AI front desk
Groups with central scheduling or heavy call volume can let the assistant take all scheduling calls during the day as well. Your staff handle the calls that need a person, and every handoff comes with a spoken summary so nobody starts over.
- Answers many callers at once, so callers in a Monday rush are answered, not left on hold
- Takes overflow only, or all scheduling calls, by number or queue
- Recognizes returning callers and picks up where a dropped call left off
- Its calls are scored on the same scorecard as your team's
Built for privacy
Careful with patient information
- Verifies identity by name and date of birth; a phone number alone is never treated as proof.
- Contacts only patients who opted in, and tracks text consent for each number.
- Keeps to scheduling; it does not give medical, legal or financial advice.
- Redaction, role-based access and disclosure logging stay on.
Made for appointment-driven offices
Medical and eye care practices book overnight callers, refill canceled visits and bring overdue patients back. Law firms take after-hours intake, confirm consults and rebook missed ones. Service businesses book evening and weekend jobs, refill canceled ones and send seasonal service reminders.
Common questions
Does it replace our front desk?
No. You can use it for the hours nobody was staffing and for the confirmation, cancellation, no-show and recall calls nobody had time to make. Your team keeps the day, and a person is always one sentence away.
Which hours does it answer?
The ones you choose. A common setup is weekday evenings after 5 and all weekend, but you can set it by number, queue and time, and change it at any time.
Can it rebook no-shows and call patients due for recall?
Yes. When a patient misses a visit, it calls or texts that day to book a new time, and it works through your recall list of patients overdue for an annual exam or follow-up, booking them on the spot. It contacts only patients who opted in, never during quiet hours.
Who does it contact about a canceled slot?
Only waitlist patients who opted in to be contacted and asked for an earlier visit of that type. It texts first, then calls one at a time from the point you set, and never during quiet hours.
Does it sound like a robot?
It sounds like a friendly member of your team. It speaks in a natural voice, at a natural pace, and understands everyday speech, including callers who change their mind halfway through a sentence.
What does it connect to?
It runs on your icepac.ai phone system and connects with the EMR and practice-management systems practices use: it reads your providers, locations, visit types and schedule templates, and writes each booking onto the calendar your team already uses. Tell us yours and we will show it in your free demo.
Free demo
See it book an after-hours call for your practice
Tell us your hours, your providers and how you handle cancellations. We will set up a free demo, about 20 minutes, so you hear exactly what your patients would hear.
- We set it up with your hours, visit types and scheduling rules.
- You hear it answer an after-hours call and book the visit.
- You see a canceled slot offered to your waitlist and a no-show rebooked.
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Or call 800-423-3221