Orbit answers from what your practice has told it, and nothing else.
Blackstar Systems' Orbit answers everyday patient questions from a practice profile that each practice configures: hours, location, services, accepted insurance, payment timing, policies, emergency guidance, and common questions. Orbit shares what the practice has set. It does not verify insurance coverage, take payments, or answer from information the practice has not provided.
Many patient calls aren't bookings. A caller wants to know whether you're open Saturday, whether you take their insurance, or what to bring to a first visit. Orbit answers those questions from the practice profile your team configures, in the caller's language where it is enabled, and hands off anything that needs a person.
Key Facts
- Each practice configures its own profile of hours, location, services, insurance, payment, policies, and FAQs.
- Orbit answers patient questions from that profile, not from general assumptions about dental practices.
- Saved profile changes are verified on the active agent before they are shown as live.
- Safety and workflow rules take priority over any profile note that conflicts with them.
- Insurance verification and payment processing are not supported; questions that need staff go to staff.
Everyday questions are answered from the practice's own profile.
A front desk spends much of the day answering the same questions: hours, location, services, insurance, payment, and policies. These calls rarely end in a booking, but they still need an accurate answer.
Orbit handles them from a structured practice profile. The practice sets its weekly hours, location, the services it offers, the insurance it accepts, when payment is due, its policies, how emergencies should be handled, and answers to its own common questions. That profile is specific to the practice; Orbit does not fill gaps with what dental practices typically do.
The profile is configured by the practice and verified on the live agent.
The practice edits its profile in its Orbit workspace. When the profile is saved and applied, the details are written to the practice's active agent and checked there, so the workspace shows whether the agent is running the current version. Conversation languages are part of the same profile and are verified the same way.
During a call, Orbit uses those facts to answer the caller. If a profile note ever conflicts with Orbit's safety, workflow, or booking rules, the rules win. A question about insurance gets the practice's accepted-insurance information, not a coverage determination. A question the profile doesn't answer, or one that needs a person's judgment, is routed to the practice's configured transfer or follow-up path rather than answered with a guess.
Orbit does not answer beyond what the practice has configured.
Orbit does not invent hours, services, prices, or policies the practice has not provided.
It does not verify a patient's insurance coverage or eligibility; it shares the insurance information the practice has configured.
It does not take or process payments.
It does not let a profile note override identity checks, approved workflows, or the confirmation boundary.
A wrong answer about hours or insurance becomes the front desk's problem later.
Patients act on what they're told. If a caller hears the wrong hours or is told a plan is accepted when it isn't, the practice inherits the problem. Answering only from information the practice controls, and handing off what it can't answer, keeps everyday calls off the front desk without creating new work for it later.
Follow the connected controls.
Call Routing and Transfers
Questions that need a person are transferred to the practice's configured destinations.
Read Call Routing and TransfersOffice Messages
Requests that need staff follow-up are recorded for the practice to review.
Read Office MessagesMultilingual Conversations
The same practice information is used in every configured conversation language.
Read Multilingual ConversationsCommon questions about practice information.
Can Orbit tell a patient whether their insurance is accepted?
Orbit can share the insurance the practice has listed as accepted, along with any notes the practice adds. It does not verify a patient's coverage or eligibility; questions that need verification go to the practice's staff.
Who keeps the practice information up to date?
The practice does. Hours, services, insurance, payment, policies, and FAQs are edited in the practice's Orbit workspace, and saved changes are verified on the active agent before the workspace shows them as live.
See where practice information meets Open Dental.
Review how Orbit pairs practice-configured answers with live Open Dental scheduling.