Voice & Calls
What does Sera do when it can't help a caller?
Sera escalates rather than guessing: it hands off, takes a message, or queues a request.
Quick answer
Sera never invents an answer. When it cannot complete something safely it follows your escalation rules — handing off, taking a message, or creating an appointment request for your team to approve.
- Escalation and emergency rules are part of your practice policies and are Sera-owned in both operating modes.
- When your appointment policy requires staff approval, Sera tells the caller the office will confirm and creates a request for your team.
- Sera reports an appointment as booked, rescheduled or cancelled only after it actually succeeded. If it could not complete, it says so.
- Call outcomes and summaries appear under Calls.