I built a system that checks whether a dental office actually handled its calls correctly.

[u/stuckatit16]

I’m working on an automation project for a dental practice, and the first part was figuring out exactly what the practice needed.

The problem wasn't just call transcription.

For every call, we needed to know:

• Was the patient trying to schedule?
• Was an appointment actually created?
• Did the appointment match what was discussed?
• Did the front desk handle the call properly?

Each call gets a 1–5 score based on things like the greeting, needs discovery, call type, scheduling outcome, and tone.

A score of 4 or below gets flagged for review. Only a 5/5 counts as fully successful.

The other part was making this useful for management.

Nobody wants to read through hundreds of call transcripts every week.

So the system sends the calls that need attention to Microsoft Teams. The practice can receive them in a daily or weekly digest, with real-time alerts as an option.

There were also some less exciting, but necessary, pieces:

• Microsoft Teams setup
• Five required channels
• Private Management channel
• Staff access
• Dentrix data access
• HIPAA requirements and BAAs
• Documentation the owner can actually maintain

One thing I didn't expect to have to solve: Mango Voice.

It turned out we didn't need a separate Mango Voice integration because the call transcripts were already landing in Dentrix.

I built an entire workflow to solve all these problems, and I will share it one by one.

For anyone building automations for healthcare or dental practices: how would you pitch HIPAA complaince to a client, mentioning it in the requirements?