It's the end of a long Friday and the patient on the line says they "clench at night" and want one of those "softer guards the hygienist talked about." Your front desk is closing out the day, the schedule is being squared away, and a simple request to book a fitting drops to voicemail. The patient moves on over the weekend, and an easy appointment you should have captured is gone. Soft guard requests are low-friction, patient-initiated bookings — the kind a busy desk loses without ever realizing it.
DentalReception AI answers every one of those calls in under two rings and books the visit live, 24/7 — writing the appointment directly into your schedule in Dentrix, Open Dental, Eaglesoft, Curve Dental, or CareStack while the patient is still on the line.
Informational only — not clinical, coding, or billing advice; confirm CDT definitions and coverage independently. This page describes call handling only. The AI captures and routes; it does not diagnose, assign codes, quote prices, or determine coverage.
What a D9945 call usually sounds like
D9945 is commonly published as the CDT code for an occlusal guard — soft appliance, full arch. We state it only at that conservative level and make no clinical claims; confirm the official CDT definition and any payer rules with your clinical and billing teams.
On the phone, patients never mention a code. They say they "clench," they "want a soft night guard," their "current guard is uncomfortable," or "the dentist suggested a softer one." The AI receptionist recognizes that as a guard-related request and treats it as a booking and intake task — capturing the request, not interpreting the clinical need or choosing the appliance.
What the AI can safely capture and schedule
For a soft guard visit, the agent handles the routine front-desk work without a human:
- Matches the patient to their record so the visit lands on the correct chart.
- Books an appropriate open slot for the fitting or consult in the right provider column, live during the call. See appointment scheduling.
- Captures the patient's reason for the request — clenching, comfort, a prior recommendation — in their own words.
- Collects or refreshes insurance details so intake is clean ahead of time — see insurance verification.
- Writes a clear summary to the record so the front desk sees exactly what was booked. See night guard calls.
What must be routed to clinical staff
The line is simple: the AI captures and schedules, it never advises. These go to your team, not the agent:
- Clinical questions — whether a soft guard is the right choice, what appliance suits the patient, or how it compares to a hard guard.
- Coverage and cost specifics — whether a guard is covered, frequency limits, or out-of-pocket cost. The agent collects details and relays the question rather than quoting an answer.
- Code or billing requests — patients asking what will be billed are routed to staff.
Anything outside a clean booking becomes a task or transfer for the front desk.
Context passed into your PMS
Because the booking writes back in real time, your team opens each visit ready to go:
| Captured on the call | Written to the PMS |
|---|---|
| Patient identity / record match | Linked to existing chart |
| Soft guard request (patient's words) | Noted on the appointment |
| Insurance details (if new or changed) | Attached to record for verification |
| Coverage or clinical questions | Task flagged for your team |
| Full call summary | Notes on the appointment |
Works alongside your follow-up and recall workflows — see treatment follow-up and the confirmed integrations.
Frequently asked questions
Does the AI assign the D9945 code to the appointment?
No. The agent captures the patient's soft guard request and books the visit; it does not assign, confirm, or bill any CDT code. Code selection stays with your clinical and billing staff at the point of care. The reference to D9945 here is informational only — confirm the official CDT definition independently. The AI recognizes the request, books the appointment in the right column, and writes a clear summary so your team knows what the patient asked for before the visit.
Can the AI decide whether a patient needs a soft guard versus a hard one?
No. The agent does not assess which appliance type is appropriate — that is a clinical decision for your dentist. It captures what the patient describes and any prior recommendation they mention, then books the visit and routes clinical questions to your team. The distinction between soft and hard guards stays entirely with your clinicians; the AI simply makes sure the patient gets on the schedule with clean, accurate context attached.
Can it tell the patient whether a soft guard is covered?
It collects and relays, it does not quote. The agent captures the patient's carrier and member details and can answer the general coverage questions you configure. Anything specific — whether the guard is covered, frequency limits, or out-of-pocket cost — is routed to your team rather than guessed, keeping coverage statements with the people authorized to make them.
Does the booking actually land in our schedule?
Yes. For Dentrix, Open Dental, Eaglesoft, Curve Dental, and CareStack, the appointment writes back into your live schedule in real time while the patient is on the call — no re-keying. For other systems, DentalReception AI connects via API or works alongside your existing tools. Every call still produces a summary and any needed task for your team.