🧩 What is the Segments feature?
The Segments feature categorizes phone calls based on the type of service a patient calls in to schedule. For example, if a patient calls and asks about getting their teeth cleaned, the segment "Hygiene" will be applied to the call.
Below is a list of the Dental segment types and what each of them refers to:
| Hygiene | “Hygiene” includes routine dental cleanings, checkups, prophylaxis, and preventive appointments. It excludes specific treatments for decay, pain, or other specialized procedures. |
| Restorative | “Restorative” involves repairing or replacing parts of teeth due to decay, fractures, or damage using fillings, crowns, bridges, or inlays/onlays. It excludes purely cosmetic enhancements or surgical procedures. |
| Cosmetic | “Cosmetic” refers to treatments aimed at enhancing the appearance of teeth without primary functional or restorative focus, including veneers, teeth whitening, smile makeover, and bonding. It excludes orthodontic realignment for functional correction and standard restorative work for decay or damage. |
| Orthodontic | “Orthodontic” pertains to correcting the alignment or bite of teeth using orthodontic methods like braces, aligners, and Invisalign. It excludes general cosmetic concerns or surgeries not involving orthodontic appliances. |
| Pediatric | “Pediatric” applies to dental services specifically for children or teens, including baby teeth, child checkups, etc. It excludes adult-specific treatments and references that have no mention of children. |
| Endodontic | “Endodontic” covers treatments involving the tooth pulp or nerve, such as root canal therapy or root canal re-treatment. It excludes simple fillings, extractions, or surgeries not related to saving the tooth via root canal. |
| Oral Surgery | “Oral Surgery” involves surgical procedures like wisdom tooth extraction, jaw surgery, biopsies, and advanced surgical care. It excludes implant-focused inquiries (Implants) unless the main context is surgical removal of teeth or major jaw operation. |
| Implants | “Implants” refers to placing dental implants or restorations supported by implants, including single implants, implant-supported dentures, and full-arch solutions like All-on-4. It excludes extractions or oral surgeries that do not involve implant placement. |
🌍 Where to Find Segments
Performance Report
Access Segments in the Performance Report by using the sidebar and clicking on Analyze -> Performance.
Scroll down to the Enterprise Insights report, and within the Performance tab, click on sorting and select Segments.
This report categorizes New and Existing Opportunities by the type of service designated in the call.
Using this report you can see the booking percentages and other data points per Segment:
By clicking on the Segment tab, you'll see the total amount of calls received for each segment categorized by location:
Calls Search Page & Call Summary
Segments can also be viewed from the Calls Search page by using the sidebar and clicking on Calls -> Search.
By clicking View from the Calls Search page, the Call Summary will open, allowing you to see the Segments that were applied to the specific call.