Milton Live

Open Milton Live with your private link.

If that email is on the team, a 6-digit code is on its way.

Milton Live

Sample data only. Real patient information isn’t connected yet.

Pick something on the left.

Settings

Phone alerts on this device

Email alerts

Practice with samples

Chat as a pretend visitor

Team and who’s getting alerts

How Milton Live works

What the colors mean

  • Red: crisis. Someone may be in danger. Join right away.
  • Yellow: wants a person. They asked for a human. Join now.
  • Blue: AI is talking. You can read along or take over.
  • Teal: a rep has this chat. The AI is quiet.
  • Pink: no one answered. They called and nobody picked up. Call them back first.
  • Purple: call-back lead. They filled out the form and want a call.
  • Cream: left a number. They gave a name and number, then didn’t finish.
  • Gray: finished. It’s in History.
Turn on phone alerts: iPhone
  1. Open your Milton Live link in Safari.
  2. Tap the Share button, then Add to Home Screen, then Add.
  3. Close Safari and open Milton Live from your Home Screen.
  4. Type your first name if it asks.
  5. Tap Settings, then Turn on phone alerts, then Allow.
  6. Tap Send me a test alert, and make sure your phone buzzes.
Turn on phone alerts: Android
  1. Open your Milton Live link in Chrome.
  2. Tap Settings, then Turn on phone alerts, then Allow.
  3. Tap Send me a test alert, and make sure your phone buzzes.
Turn on alerts on a computer
  1. Open your link in Chrome, Edge or Safari, and tap Settings.
  2. Click Turn on phone alerts, then Allow.
  3. Leave a Milton Live tab open while you work so you also hear the sound.
Turn on email alerts
  1. Tap Settings.
  2. Under Email alerts, type your email and tap Save.
  3. Tap Send me a test alert, and check your inbox and Junk folder.
Who gets pinged, and when
  • Someone in crisis: everyone on call right away. Repeats after 1 minute. After 3 minutes, the whole team.
  • Someone asks for a person: everyone on call right away. Repeats after 1 minute. After 2 minutes, the whole team.
  • Someone called and no one answered: everyone on call right away. Repeats after 5 minutes. After 15 minutes, the top of the chain.
  • A new lead, 8am to 8pm: everyone on call right away. Repeats after 5 minutes. After 15 minutes, the top of the chain.
  • A new lead overnight: one quiet alert, then the 8am list of who to call.
  • A new chat or a Call tap: no alert. They show here.
  • As soon as someone takes it, the alerts stop and the others are told who has it.
  • Alerts never show names or health details. Tapping one opens that item.
  • To stop alerts when you’re off, uncheck On call.
Take over a chat, and let the AI take back over
  1. Tap the chat in the list. You’ll see everything said so far.
  2. Tap Take over from AI, or just type a reply. They’ll see that you joined, and the AI stops talking.
  3. When you’re done, tap Let AI take over to hand it back, or Close chat to end it.
Call back a lead
  1. Work from the top of Needs someone now. Within each color, whoever has waited longest is first. The goal is a real voice within 5 minutes, 8am to 8pm.
  2. Tap I’ve got this so nobody else calls too, then tap Call.
  3. Tap what happened. No answer and Left a voicemail keep the lead with you and set the next call. The results that end it move it to History.
  4. Leave a note for the team if the next person needs to know something.
  5. If someone starts treatment later, find them in History and tap Mark admitted.
Make a call, or join a call
  • Make a call: the Call button uses your phone. Real call-backs are planned to come from a Milton line, not personal phones. That isn’t connected yet.
  • On a computer: the Call button needs a phone app on that computer. Otherwise dial the number shown.
  • Answer a call: calls to the 844 line keep ringing the way they do today.
  • Join a live call: Milton Live can’t do this yet.
If someone may be in crisis (draft)
  1. The chat turns red, and the team gets an urgent alert.
  2. The visitor has already been shown 911 and 988.
  3. Tap Take over from AI and respond right away, following your admissions team’s crisis procedure.

Draft. Clinical leadership must approve the crisis procedure before real use.

Follow-up calls (draft)
  • Day 1: within 5 minutes, then 30 minutes later, then 3 hours later.
  • Day 2: one late morning and one at 4pm.
  • Day 3: one last call. If you never connected, mark Not reached.
  • Never more than 3 calls in 24 hours. Never between 8pm and 8am.
  • Milton Live shows when the next call is due and reminds whoever has the lead.

Draft from the admissions playbook. The director and counsel need to approve it.

Voicemail and the first thing to say (draft)
  • Voicemail: “Hi, this is [first name] from Milton, returning your request. You can reach me at [number]. Talk soon.”
  • Opening: “Hi, this is [name] from Milton. Is now a good time to talk privately?”
  • Then: “Is this for you or for someone you care about?” and “What made today the day you reached out?” Ask both before insurance.
  • Never promise results, offer anything free to enroll, or mention treatment in a voicemail or text.

Draft from the admissions playbook.

Your shift (draft)
  • Starting: check On call and look over Now.
  • Ending: leave a note on anything open, then uncheck On call.
  • If Milton Live is down: keep answering the 844 line and check the admissions inbox. Tell Ezra.
  • Leaving the team: an admin removes you the same day, which ends your access.

Who is on call each hour still needs to be set by the admissions director.