This guide covers the most common issues you may encounter with the MBSPro Clinical Portal — across both the AI Receptionist and the Document Sorter — along with the recommended resolution and escalation path for each.
If an issue persists after following the steps below, please contact the relevant team listed at the end of this article.
I. AI Receptionist
Inaccurate Information or Knowledge Gaps
Description | The AI agent is providing outdated or incorrect clinic details (e.g., hours, billing policies). |
Resolution | Audit and update the Internal Knowledge Base (KB). Ensure all clinic-specific source documents reflect current practice policies. |
Failure to Escalate or Forward Calls
Description | The AI is failing to transfer calls to the physical front desk during designated escalation triggers. |
Resolution | Escalate to ASAP Team (AJ Lemay) for a review of the call-routing configuration and SIP trunk connectivity. |
Patient Identity Verification Failures
Description | The AI is unable to match the caller’s details with an existing record. |
Resolution | Verify that the patient’s contact details are up to date. If the issue persists across multiple patients, check the integration status to ensure the AI has access to the most recent patient database. If the problem persists, refer to the Development Team. |
Unexpected Call Terminations
Description | Patients are experiencing dropped calls or premature “hang-ups” during the interaction. |
Resolution | Direct this to ASAP Team (AJ Lemay) to investigate the “End-of-Call” logic and silence-threshold settings. |
Appointment Availability Errors
Description | The AI reports “no appointments available” despite open slots appearing in the clinic calendar. |
Resolution | Log a ticket with the Development Team to investigate the potential issue. |
Inbound Connectivity Failures
Description | Incoming calls are failing to reach the AI interface, resulting in busy signals or unanswered lines. |
Resolution | Escalate to ASAP Team (AJ Lemay). This requires a coordinated investigation between MBSPro and the clinic’s local IT/Telephony provider. |
IVR / Selection Failure (Phone Split)
Description | The “Phone Split” menu is malfunctioning, preventing patients from selecting between the AI agent and the human reception team. |
Resolution | Contact ASAP Team (AJ Lemay) to verify the IVR configuration. This typically involves syncing MBSPro settings with the clinic’s IT provider. |
Audio Quality or Naturalness Concerns
Description | Patients report that the AI voice sounds robotic, unclear, or has distorted audio. |
Resolution | Submit a report to the MBSPro Support Team. Please include the approximate date and time of the call so the engineering team can review the specific call logs and optimise the neural voice synthesis. |
II. Document Sorter
Unidentified Patient Records (Zero Matches)
Description | The Document Sorter is unable to find a matching patient profile for incoming digital or scanned correspondence. |
Resolution | Refer to the Development Team to audit the accuracy and the “Matching Logic” parameters. |
Document Upload or File Rejection
Description | The system fails to process an upload or rejects a specific document file. |
Resolution | Ensure the file is in a supported format (PDF, JPG, JPEG, PNG, TIFF, or TIF) and does not exceed the 4 MB size limit. If the file is too large, re-scan the document at a lower resolution and attempt the upload again. |
Emailed Correspondence Sync Failures
Description | Documents sent via email are not appearing within the MBSPro portal for processing. |
Resolution | Verify the sender is using the unique MBSPro email address assigned to the specific clinic. Allow 3–5 minutes for processing. If the file still does not appear, check the sender’s “Sent” folder for bounce-back notifications indicating a security or size block. |
Escalation Contacts
ASAP Team — AJ Lemay [email protected] - (call routing, SIP, IVR, connectivity)
MBSPro Support Team — [email protected] - voice quality, general support