By Kotresh Aradyamath, Registered Nurse and Founder of MayaAI ยท Published 12 October 2026
SHORT ANSWER
MayaAI transfers or escalates calls according to rules each clinic sets: for example, when a caller asks for a person, when a request is outside what Maya is configured to handle, or for situations your practice policy flags. If no one is available, Maya takes a message.
Setting transfer rules
During onboarding we work through your practice's call types with you: which requests Maya completes, which go to a staff member, and which become a message.
Rules can differ by time of day, for example transferring during opening hours and taking messages after hours.
Keeping the caller informed
Maya identifies herself as an AI assistant and tells callers when she is connecting them to the team or taking a message, so they know what will happen next.
Reviewing and improving
After a phased go-live, transfer rules are reviewed with the practice and adjusted as you learn which calls Maya can resolve.
Limitations
Frequently asked questions
Can a caller always ask to speak to a person?
Your practice decides. Most clinics configure Maya to transfer or take a message whenever a caller asks for staff.