Example implementationAesthetic clinicAppointment booking

From after-hours treatment question to consultation booking, reminders and receptionist handoff

A two-location clinic answers treatment questions from approved content at any hour, books consultations into the right practitioner’s diary, schedules reminders and hands the conversation to the receptionist in the morning.

At a glance

Channels: 3
Workflow steps: 8
Human intervention points: 4
Agents involved: WhatsApp, Support, Booking

Example implementation. This describes a designed workflow, not a client result. Genuine case studies with permission will replace these.

The business situation

Where the time goes today

Most treatment questions arrive through the website and Instagram after the front desk closes at 18:00. Prospective patients ask about treatments, prices and availability; by morning many have booked elsewhere. Missed appointments are common because reminders are sent manually.

The manual process

1Receptionist answers the same treatment and price questions dozens of times a weekManual
2Checks two practitioners’ diaries by hand before offering timesSlow
3Sends preparation instructions by copying from a documentManual
4Calls or texts reminders the day before, when time allowsSlow
5Loses after-hours enquiries to competitorsManual

The designed agent workflow

What the agent does, step by step.

Each step below is a designed behaviour with an approved rule behind it. Escalation is part of the workflow, not an exception to it.

01Question arrives
A visitor asks whether the clinic offers a treatment and if evening appointments exist.
02Approved answer
The agent answers from the clinic’s approved FAQ and price list. It does not diagnose or recommend treatments.
03Minimal intake
Name, contact number, preferred practitioner or location, and whether this is a first visit.
04Availability check
The agent checks the correct practitioner’s calendar and offers two suitable times.
05Booking confirmed
The chosen slot is booked and a confirmation with preparation information is sent.
06Reminder scheduled
A reminder is scheduled for the day before with a simple reschedule option.
07Receptionist briefed
The receptionist sees the booking, the summary and any open question in the morning queue.
08Escalation
Medical questions, complaints, or any sign of urgency are routed to staff immediately with a clear message to the patient.

Example output

Illustrative record the agent would create.

Enquiry: Laser hair removal · evening availability
Answer source: Approved FAQ · Treatments §4
Booking: Consultation · Thu 17:30 · Dr. Practitioner B
Reminder: Scheduled · Wed 17:30
Handoff: Receptionist queue · no open questions

Channels and tools involved

Web ChatWeb ChatWhatsApp

Practitioner calendars
Patient management system (booking fields only)
SMS/WhatsApp reminders
Front-desk queue

Human intervention points

Where people stay in charge

Clinical staff approve every treatment answer the agent may give
The agent never gives medical advice; medical questions are handed to qualified staff
Receptionist reviews each morning’s bookings and open questions
Complaints and urgent messages bypass the agent

Metrics that would be tracked