Appointment scheduling
You book the appointment you came for, at a time the clinic really has, without being asked a single question about your health.
- Industry
- Healthcare
- Shape
- They come to you
- Plan
- Starter and above
Across Healthcare: Reception work only — scheduling and admin. No clinical questions, no triage, no emergencies.
The situation it is for
A front desk spends its day on appointments that need no judgement at all. This takes those, and only those.
A patient wants an appointment they already know they want — a physio follow-up, a dietetics consultation. The bot asks which, whether they've been before, takes their details, offers the times the clinic actually has free and books it.
Who runs it
Physiotherapy, dietetics, podiatry and similar allied-health practices with a front desk.
It starts when somebody types
- “book an appointment”
- “make an appointment”
- “book a follow-up”
- “clinic appointment”
- “book with the physio”
The conversation
What it asks
6 questions, asked in this order. Every answer is written down for whoever picks the job up.
- 01What you need
“Which appointment would you like — a physiotherapy initial assessment, a physiotherapy follow-up, or dietetics?”
Decides how long the appointment is, which item on your price list is booked, and how the next question is worded.
- Physiotherapy — initial assessment
- Physiotherapy — follow-up
- Dietetics consultation
- 02How soon
“When suits — the next appointment we have, a particular day, or are you flexible?”
A scheduling preference, written onto the appointment. It is not a judgement about anything and nothing clinical is inferred from it.
- The next appointment you have
- A particular day or time of day
- I'm flexible
- 03Name
“And who should we put this down for?”
The name the appointment or enquiry is recorded under.
- 04Phone
“What's the best number to reach you on?”
The only way to reach the customer if anything changes.
- 05Email
“And an email address for the appointment?”
The email address it is recorded against.
- 06New or returning patient
“Have you been seen at this clinic before? (new to the clinic / seen here before)”
Administrative only: it tells reception whether to open a new file. A fixed choice rather than a free text box on purpose.
- New to the clinic
- Seen here before
Those options are the starting set. The services you configure — and, where a process asks for them, the languages you work in — replace them, and the wording follows.
The rules that run
Checks, not judgement calls. The same answer every time, from your own settings.
- Is this a number that actually dials?
- Is this time still free?
What you need set up
Settings in your own account. Nothing here is guessed on your behalf.
- Your opening hours
- Your timezone
- Your services, their length and their price
- Your price list
Without your hours and timezone there are no times to offer, so the process hands every customer to a person instead of inventing one.
How it can end
The complete list. There is no other ending it can reach.
- Appointment booked
- Nothing free — handed to a person
- Handed to a person
- Visitor left
- Something went wrong — handed to a person
Available now
The limits
This process runs end to end. These are the boundaries it still has, published with it so nobody finds them on a Tuesday afternoon with a customer waiting.
- The bot never presents itself as a clinician, never gives clinical advice, and never decides what a person needs.
- A confirmation email is sent. No SMS is sent from any process.
- If a visitor volunteers something clinical mid-flow, the turn is classified as an aside and falls through to the normal assistant.
- No individual member of staff is chosen.
- The 'when suits' question is a scheduling preference and is worded to stay one.
More for healthcare
Built on the same engine and the same settings — they come to you is one of 6 shapes the whole catalogue is made from.
- HEALTH-02Available, with a limit
Existing patient — move or cancel an appointment
Healthcare
You move or cancel your own appointment without holding on a switchboard, and you are never asked why or what is wrong with you.
- HEALTH-03Available, with a limit
Patient follow-up and routing
Healthcare
You get to the right person the first time, and they already have your details and what it is about.
Run this one on your own hours, services and postcodes.
Starter and above. Your settings decide the wording, the durations, the prices and the times it offers — nothing on this page is a template you have to accept as written.