When someone reaches Rivvi — they call in, or a live agent needs a person — Rivvi has two jobs: which line to dial, and what to do after that line answers. Those stay separate on purpose.
You set this once for the organization. Every clinic uses the same department list. A clinic can still have its own front-desk number; it does not get its own copy of billing and scheduling keys.
What you set
Each department is a name, a phone number, and an optional Then dial value.
Many practices share one front-desk number and differ only by key (scheduling 2, billing 5, referrals 9). That is the usual pattern. A department with a different number and no Then dial is also supported — Rivvi dials that line and connects.
You do not teach Rivvi keypad presses in chat. After you save the map, the voice agent transfers to the department. Menu keys and extensions are walked privately so the caller is not asked to “press 1.”
Where you edit it
- How calls get answered — the Discovery card after you claim a Rivvi number. Map the live menu if keys are unknown, or type them. Click Looks right / Save phone menu.
- Settings → Calling → Transfer — same map: name, number, Then dial. See Calling.
Saving either surface is what inbound uses. Ask in chat “how do we route billing?” and Rivvi should read this map back in plain language — not invent a second tree.
Clinic vs department
These are easy to mix up.
A department named Physical therapy on its own number is still a department. North Austin’s location phone is still a clinic. They can be the same digits; they answer different questions.
Rivvi does not currently let each clinic keep a different billing or scheduling menu on top of the org map. If North Austin’s keys differ from Downtown’s, say so in chat — that overlay is a later setup, not something to invent in How-calls.
Two rows for the same department
The live agent can only dial one number per department name.
- Two rows both named Billing collapse to one. The last number you saved wins. Rivvi will not rotate them.
- If you truly have two billing lines, give them different names (for example Billing and North Austin billing). The caller who says “billing” reaches Billing.
- Two departments sharing one number with different keys is expected (one menu, many intents).
- The How-calls form blocks the same key on two departments (you cannot assign press 3 twice).
What callers hear
On an open line, Rivvi puts the caller on hold and reaches the practice privately. If a key or extension is saved, it is pressed there — the caller is not told to navigate the menu. If there is no Then dial, Rivvi listens for a live person (or a menu, if the line still has one) and connects when someone answers.
A transfer is only counted as connected when a person actually picks up — not when Rivvi merely tries.
Outside office hours, Rivvi does not promise a live transfer. The tool speaks the closed-hours line.
What to tell Rivvi in chat
Rivvi should confirm the name, the number, and whether there is a key, an extension, or none. If a fact is not on your profile yet, it should say so instead of guessing a keypad digit.
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