Emergency requests arrive by phone, by website form and by text, all at once, and the person answering has to work out who needs to be seen today and who can wait until Thursday. Whoever writes the most alarming message tends to get the slot, and a genuinely urgent patient sits in a web form until the afternoon. If you own a dental group, that is a desk in your own business.
What the work is
An agent that receives every inbound emergency request across channels, asks the same short set of questions in the patient’s own words, records the answers in the chart, and presents each request to the clinical team ordered by what the answers indicate. It books into the emergency slots the practice keeps open once a clinician has agreed the request belongs there. In the Cabinet, ArkOne’s reference design for an executive agent, this is the Triage seat: one of ten specialists the room can consult, each a name, a model and a set of instructions rather than a department.
The part of the design carrying the weight here is the switchboard, and the setting that governs it is stated once on the Register.
What it does not do
The agent may order the queue but never tells a caller how serious their problem is or how long it is safe to wait; that sentence is only ever spoken by a clinician. That is not a limitation of the software. It is the line the reference design draws on purpose, and a vendor who offers to move it is selling you something else.
What changes
Urgency stops being decided by which channel a patient used and how alarming they sounded.
Take emergency slot, limited exam, swelling into the demonstration and use them without explaining them. A vendor whose agent handles this work already knows those words; one who asks what they mean is showing you a system built for a different trade.
Next in this edition: Closing the loop on a patient sent to a specialist.
By evening
Drag the day. This work is owned by the Triage seat, and one hour of it is not the machine's to decide.
Assembly · the Seats
The Seat that owns this work gathers what it needs and drafts. This is the part a demonstration shows you, and it is the part that cannot break anything.
What you have at five: Urgency stops being decided by which channel a patient used and how alarming they sounded
The hours are a shape, not a schedule. What is fixed is the order: nothing reaches a system you run before the Door, and nothing continues past the wait without a person.