Half the calls want a prescription sent somewhere else.
An optical practice runs two businesses on one number: the exam diary and the dispensary. Callfoyer books the right length of exam, takes the prescription request properly, and releases nothing on its own.
How it sorts an optical call
YOUR RULES- Book
- Eye exam, contact fitting, follow-upBooks the right length of appointment with the right optometrist
- Records
- Wants a prescription copy sent overTakes the request and where it goes. Your team releases it.
- Dispense
- Glasses ready, repairs, contact re-ordersAnswers from your job status and your dispensing rules
- Refuse
- “My eye is red and painful — is that serious?”Offers your urgent slot. It gives no clinical opinion, ever.
What optical callers ask
An exam, a repair, and a prescription copy.
Answered from your real exam diary and your dispensing rules, never with clinical advice.
- “Can I get my prescription sent over?”
- Takes the request and the receiving optician. The release itself stays with your team.
- “When am I due for an exam?”
- Recognises the number, checks the recall you've allowed it to see, and books the slot.
- “Are my glasses ready?”
- Finds the job, gives the status you've set, and takes a callback when it isn't in yet.
- “Do you take my insurance?”
- Answers from your accepted-plans list. It doesn't estimate anyone's coverage or their share.
- “My eye has been red since yesterday”
- Offers your urgent appointment or your out-of-hours route, and flags it at the top of your inbox.
- “Can I order more contacts?”
- Takes the re-order against the prescription you hold, and applies your renewal rules.
Vertical-specific module
The line it does not cross
A plumbing page argues that the agent acts decisively. An optical page has to argue the opposite: that it stops, because half its calls are either a medical question or a health record. It already declines anything your profile doesn't cover — these are the four refusals worth writing out explicitly before you forward a single call.
Read the security notesNo clinical opinion, ever
Not whether a red eye is serious, not what a symptom means, not whether it can wait. Write that rule and it offers your urgent slot instead of an answer.
Releases no prescriptions
It takes the request and the receiving optician, puts it in your inbox, and stops there. A person completes it.
Never confirms who is a patient
A caller asking whether someone is on your books should get a polite refusal, not a yes or a no.
Every call is a record you can check
Recording, transcript, and each action it took with its result. Our support staff can't browse accounts: opening yours creates a session that expires and is recorded against their name, and it can't reach our own staff tooling.
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Other trades we've written a profile for
Twenty minutes from now
Somebody is going to call while you're reading this.
Building it is free and takes about twenty minutes — you hear it in your own greeting before you decide anything. Pick a plan and a number when you want it answering for real, and turn the forwarding off in one tap if you hate it.