Scenario · inbound calls
Clinic appointment booking by phone, without a phone ringing out
The AI voice agent handles clinic appointment booking by phone: it answers the patient, finds a free time slot in the calendar, offers a few options and sends the confirmation in writing. It gives no medical advice and directs emergencies elsewhere.
Updated 3 October 2026
Clinica Molar Senin, bună seara! Sunt Irina, asistenta virtuală a clinicii. Apelul este înregistrat. Cu ce vă pot ajuta?
Bună seara. Am o plombă căzută și aș vrea să vin cât mai repede.
Înțeleg, e neplăcut. Vă găsesc cel mai apropiat loc liber. Ați mai fost la noi?
Da, anul trecut, la doamna doctor Stan.
Îmi spuneți, vă rog, numele complet, ca să vă găsesc fișa?
Alexandru Matache.
V-am găsit, domnule Matache. Ultima vizită a fost în martie.
Da, atunci a fost.
La doamna doctor Stan am liber mâine la 9:30 sau la 13:00, iar poimâine la 17:30. Cum vă potrivește?
Mâine la 13:00 merge, sunt în pauza de prânz.
Am rezervat: mâine, la ora 13:00, la doamna doctor Stan, pentru refacerea obturației.
Cam cât durează?
De obicei între 30 și 45 de minute. Prețul exact vi-l spune doamna doctor la consultație, după ce vede dintele.
Bine. Și dacă până atunci mă doare?
Evitați să mestecați pe partea aceea. Dacă apare o durere puternică sau umflătură, vă rog să mergeți la o urgență stomatologică.
Am înțeles. Mulțumesc.
Vă trimit acum pe WhatsApp confirmarea și adresa. Vă reamintim și mâine dimineață. Seară liniștită!
Call ended. Everything is in the record.
PacientProgramareConfirmare
- Pacient
- Alexandru Matache · pacient existent
- Programare
- Mâine 13:00 · dr. Stan · refacere obturație
- Confirmare
- WhatsApp trimis ✓ · reamintire mâine 08:00
Simulated call with a fictional business and data.
An overloaded front desk
Why do patients want a slot as soon as possible?
A patient who has lost a filling or is in pain calls straight away. If the receptionist is busy with someone at the desk, that patient calls another clinic. In the evening, after hours, nobody answers, even though that is exactly when many people call.
The agent answers immediately, at any hour, and does the one thing the patient wants: it finds a slot. Everything else, the consultation itself, stays with the doctors.
A booking made without you picking up the phone
The agent checks the calendar, offers only free slots, repeats the day and time at the end and sends the confirmation in writing.
- 01Request
- The request “I’d like an appointment”
- 02Calendar
- Checks the calendar free slots only
- 03Offers
- Option 1 Tue, 10:00
- Option 2 Tue, 15:30
- Option 3 Thu, 09:00
- 04Confirms
- Repeats and confirms Tue, 10:00
- 05In writing
- In the calendar and in the portal
- SMS or WhatsApp confirmation with day and time
The call flow
How does a phone booking work, up to the written confirmation?
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It introduces itself and announces the recording
It says it is the clinic's virtual assistant and that the call is recorded. Then it asks how it can help.
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It finds out the reason, briefly
Which service the patient wants to book. It asks for no more medical detail than it needs to choose the right service.
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It identifies the patient
If the patient has been before, it asks for their name and finds their record. If they are new, it takes their contact details.
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It offers 2-3 slots, starting tomorrow
It does not just offer the first free slot. It gives two or three options, preferably from the next day, so the patient can choose what fits their schedule.
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It books and reads it back
Once the patient chooses, it books the slot in the calendar and repeats the day, time, doctor and service.
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It sends the confirmation
By SMS or WhatsApp, with the date, time and clinic address. Later it sends a reminder, at the time the clinic has set.
The built-in calendar
The clinic's calendar, not a separate diary
Real availability
The agent only offers free slots, per doctor and per service. It never double-books the same slot.
Service length
Each service has its own duration, so a consultation never lands in a slot that is too short.
Rescheduling and cancellations
The patient can ask to move or cancel. The agent finds another slot and updates the calendar, if you have switched this on.
Reminders
A message before the visit helps patients remember. You choose when it goes out.
Visible in the portal
Appointments, calls and messages sent are visible in the portal, together with the recordings.
Several practitioners
If you have several rooms or doctors, each has their own calendar and the agent picks by service.
The phone doesn’t ring only during office hours
Your people work set hours. Customers call when they have time: early morning, at lunch, in the evening. The agent is there then too.
- outside hours · office hoursEvenings, nights and early mornings, the phone rings out
- outside hours · the agentThe agent answers, takes notes and leaves the summary for the morning
In the example, 7 of 11 calls fall outside office hours: 00:42, 06:36, 08:12, 17:24, 19:00, 20:36, 22:18.
Illustrative calls, not real data. Office hours are an example.
The line with medicine
What the agent does, and what it never does
- Books and moves appointments in the clinic's calendar
- Answers questions from the clinic's information: hours, address, services, documents to bring
- Says how long a service usually takes
- Sends the confirmation and the reminder
- Notes special requests for the front desk
- It gives no medical advice and does not say which treatment is right
- It does not diagnose or interpret symptoms
- It does not set final prices before the consultation
- It does not discuss test results or diagnoses by phone
- It does not handle emergencies on its own
Health data
Care with health data
Health data is a special category under the GDPR. That is why the scenario collects only what is strictly needed: the name, a contact number, the service wanted and the time. It does not ask for medical history and does not repeat sensitive information without reason.
Calls are recorded and the patient is told at the start. The roles between the clinic and us are set out in the data processing agreement signed at registration. Details about data protection are on the security page.
Fictional example
What a rescheduling call sounds like
The clinic in this example is fictional.
Patient: I'd like to move my Thursday appointment.
Agent: Of course. Could you tell me your name so I can find it?
Patient: Ioana Marinescu.
Agent: I have it: Thursday at 10:00, dental cleaning. I can move it to Friday at 9:30 or Monday at 16:00. Which suits you?
If the slot the patient wants is no longer free, the agent offers other options or notes the request for the front desk. Patients from abroad can be served in their own language, from the available languages.
Quick answers
Frequently asked questions
Can the agent give advice or prices for treatments?
It gives no medical advice. It can quote prices only if you put them in the knowledge base, and the final price is set by the doctor at the consultation.
Which calendar does it use?
The platform's own calendar. Doctors, services and free hours are defined once, and the agent books straight into it. See also integrations.
Why does it offer several slots instead of the first free one?
Because people choose more easily between two or three options than answer a single "does that work for you?". If the patient turns down the first time, they already have alternatives.
What happens in an emergency?
The agent directs the patient to 112 or to a person at the clinic, depending on how the scenario is configured. It does not book a routine appointment for a serious condition.
Can reminders be sent without the patient's consent?
Confirmation and reminder messages are tied to the appointment the patient made. The clinic decides their legal basis and wording, and we help with the text. For legal details, talk to your GDPR adviser.
Does it work for small practices?
Yes. A practice with one doctor has one calendar and a few services. You pay per conversation minute, and you see the estimate for your practice in the sign-up form. Pricing explains how it is worked out.
Continue with
Where to go next
Medical clinics
AI voice agent and receptionist for medical clinics: it answers around the clock, books appointments from the calendar and sends reminders. No medical advice.
24/7 call answering
24/7 call answering with an AI voice agent: it takes calls after hours, answers from your documents, takes messages, books appointments and sends a summary.
Security and GDPR
How we protect call data: clear GDPR roles, hosting in Romania, two-step verification, an audit log, data subject rights and what we do not claim.
The line is free
Hear it, then decide.
Sign up, see the estimated cost in the form and test the agent on your own phone before it calls anyone.