Patient follow-up and routing
You get to the right person the first time, and they already have your details and what it is about.
- Industry
- Healthcare
- Shape
- Get it to the right person
- 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 practice inbox is three inboxes wearing a coat. This sorts them at the door and stops a records request sitting behind forty appointment questions.
Someone messages the practice after their visit, or not knowing who to ask — appointments, billing, records. The bot works out which team it is, tells them, takes their name and number, and hands the conversation to a person with all of it written down.
Who runs it
Clinics, practices and centres with more than one back-office team.
It starts when somebody types
- “speak to someone”
- “who do I ask”
- “reception”
- “i have a question about my bill”
- “i need my records”
- “about my last appointment”
The conversation
What it asks
4 questions, asked in this order. Every answer is written down for whoever picks the job up.
- 01What you need
“Who do you need — appointments, billing and insurance, or medical records?”
Decides which route the conversation takes and which team is named to the customer. Nothing is booked here, so no appointment length is read.
- the appointments team
- the billing and insurance team
- the medical records team
- 02Name
“And who should we put this down for?”
The name the appointment or enquiry is recorded under.
- 03Phone
“What's the best number to reach you on?”
The only way to reach the customer if anything changes.
- 04Email
“And an email address, in case we can't reach you by phone?”
The email address it is recorded against.
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?
What you need set up
Settings in your own account. Nothing here is guessed on your behalf.
- Your services, their length and their price
How it can end
The complete list. There is no other ending it can reach.
- Handed to a person
- Visitor left
Available, with a limit
The limits
This process runs, and it stops short of something its name suggests. Here is exactly what, in full.
- The bot never presents itself as a clinician, never gives clinical advice, and never decides what a person needs.
- The team is named, not assigned. Either way the conversation goes to whoever picks it up, with the right team written down in front of them.
- If a visitor volunteers something clinical mid-flow, the turn is classified as an aside and falls through to the normal assistant.
- No clinical question is asked and none is answered.
- In the numbers, a successful enquiry is recorded with the same word as a booking that had to be handed to a person — so this process’s success cannot be told from a booking process’s failure in a single figure.
And what is not in the product at all
Not a setting you have missed, and not on a list of things arriving shortly.
- A handoff writes down the right team and nothing delivers the conversation to it. It reaches whoever picks it up, with the team named in front of them.
More for healthcare
Built on the same engine and the same settings — get it to the right person is one of 6 shapes the whole catalogue is made from.
- HEALTH-01Available now
Appointment scheduling
Healthcare
You book the appointment you came for, at a time the clinic really has, without being asked a single question about your health.
- 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.
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.