SMS

How SMS works

The SMS channel works via the provisioned AI number. Patients can have real-time chats with AI to check or alter any upcoming appointments, pay for appointments, ask questions such as directions to your clinic and even notify you if they are running late.

If patients require human assistance all they need to do is ask and an email will be sent to the team prompting a manual response. This response can be sent through the dashboard where all the patient conversations can be viewed.

Getting SMS Set Up

To get setup, you can follow the onboarding flow when you enter the dashboard for the first time. Alternatively if you’ve saved things for later, then you can get setup as follows:

Firstly, head to Channels > Phone Number > Provision Phone Number. From here you will be prompted to fill out a form which includes basic clinic details as well as anything additional required to adhere to local provisioning laws. Depending on your location this may involve supporting documentation such as a utility bill or government issued ID.

Once your number is ready our team will notify you and you can then allow patients to send SMS messages to it. Responses by the AI will not incur any additional charges.

Customising SMS Settings

Head to Settings > Message Handling where you customise the messaging settings to fit your clinic requirements. This includes selecting when you would like the AI to respond throughout the day and if those responses should be paused when human assistance is pending. Any settings altered here will apply to all other messaging channels as well (WhatsApp, Email and Website Widget).

For key intake settings, such as what patient fields are taken when creating a new patient record, head to Settings > Account Setup. You can also edit scripts by going to Settings > Scripting. These settings apply across all channels, but are essential nevertheless.

For any questions, feel free to email us at support@bookedsolid.co.uk.