How does Voksha handle it when different family members call about the same child or patient, like divorced parents both calling to schedule?

For Medical Clinics

Voksha books based on the patient record and appointment details provided in the call rather than trying to resolve family or custody dynamics, which is intentionally kept simple and consistent with how a front desk staffer would handle it: whoever calls and provides the correct patient information (name, date of birth) can generally schedule or ask about an appointment unless your clinic has specific account-level restrictions on file, such as a custody arrangement noting only one parent is authorized to make medical decisions or receive information. If your clinic maintains those restrictions in your practice management system, that information needs to be communicated during Voksha's setup so the call flow can apply appropriate limits, for example not disclosing appointment details to a caller who isn't listed as an authorized contact, and instead flagging the call for staff to handle directly given the sensitivity. For the common, non-contentious version of this, such as one parent scheduling and the other later calling to confirm or reschedule the same appointment, Voksha handles it as a normal reschedule since both are calling about the same patient record. Where it gets flagged for staff rather than resolved automatically is anything involving conflicting instructions, such as one caller trying to cancel an appointment the other caller just booked, or any call where the caller's tone or request suggests a custody or family conflict is playing out over the phone; those get routed to staff rather than an AI system making a judgment call on a sensitive family situation.