OptiCall runs patient communication for ophthalmology, LASIK, cataract, and specialty medical practices across the US and Australia. Chiles Co designed, built, and operates the AI layer behind it on Falcon Builder: voice, chat, SMS, email routing, and reporting for every practice they serve.
Medical practices lose patients on the phone. Calls go unanswered after hours, web leads sit for days, and front desks spend their day routing messages to the right department. OptiCall's business is fixing that at scale for dozens of practices at once, each with its own locations, providers, hours, and rules.
An Enterprise Falcon Builder workspace with a dedicated agent for each practice, a shared library of capture, routing, messaging, and reporting workflows, and an operations layer for OptiCall's own team. Chiles Co built it and continues to run it.
Six categories of workflows, replicated and tuned for every practice in the OptiCall network.
Each client practice gets its own agent in the OptiCall workspace with its own hours, locations, providers, routing rules, and tone. Nothing is shared by accident.
Capture, callback, booking, reporting, and after-hours flows start from a proven template and are tuned per practice. New practices onboard in days, not weeks.
Agents book, route, and answer. Anything clinical, billing-sensitive, or ambiguous goes to a person with the full context attached.
Chiles Co runs the workspace day to day: new practices, prompt changes, new integrations, and fixes when a phone system or CRM changes underneath us.
A patient fills out a LASIK form on the practice website at 9 p.m.
The chat or SMS agent responds within seconds, answers pricing questions, and offers a booking link.
If they go quiet, an ElevenLabs outbound call follows up the next morning.
Outcome is tagged in GoHighLevel. Callback requests route to the right coordinator by location.
The practice's daily report shows the booking, the source, and every touchpoint.
Contact centers, clinics, agencies, and service businesses have the same shape as OptiCall. We can show you what a first practice, branch, or team would look like in two weeks.