§ Knowledge Base

AI Phone Assistant — Practice Intake Form

This form gathers everything we need to build your practice's AI phone assistant. Pre-selected options are our recommendation and can be changed. Each section has space for additional instructions, and there is a general instructions field at the end.

Section 1 — Practice basics

1.3 Add what each doctor handles so the assistant routes callers to the right doctor.

Section 2 — How the assistant answers

Mandatory: The assistant must identify itself as a digital assistant in the greeting. This is required under EU GDPR / AI Act transparency rules and cannot be removed.

The assistant supports 100+ languages, but languages with strong regional dialect variation (for example Arabic, where spoken dialects differ heavily from country to country) can sound unnatural to native speakers. We recommend testing these on the demo line before offering them to patients.

Section 3 — Opening hours and when the assistant works

Enter hours per day (e.g. "08:00–12:00, 14:00–18:00") or "closed".

Section 4 — Appointment booking

The assistant books the appointment types below directly. Any type not listed, it forwards to the team. Add your own types in the blank rows.

Appointment typeBook directly?Duration

Section 5 — Triage and emergencies

Tick anything the assistant should treat as an emergency and route to a person at once. Common emergencies are pre-selected; uncheck what doesn't apply to your practice, then add your own below. Clinical judgment is yours.

One per line, or comma-separated.

Default: Does not book. Immediately states the practice's emergency instruction and routes to the human / on-call line.

"I want to speak to a doctor" — default: The assistant does not connect to a doctor directly. It offers to take a message / callback request or forward to the team, and explains the team will get back to them.

"I want to speak to a nurse / assistant" — default: Forward to the team line, or take a callback if unavailable.

"I want to speak to a real person" — default: Forward to the team immediately; if no one is available, take a callback request. The assistant never insists on handling it itself.

e.g. always take name and number first, state a callback timeframe.

Section 6 — Routine questions the assistant can answer

Parking, public transport, which entrance, languages spoken by staff, payment methods, etc.

Section 7 — Messages and follow-up

Send by:

Default: The assistant cancels in the calendar and offers to rebook.

Optional cancellation-policy instruction the assistant states (e.g. "Late cancellations made less than 24 hours before the appointment may incur a charge, per practice policy.").

Section 8 — Final review

Please review the key items below before submitting. Your signature at the end confirms the entire form.

General instructions for the assistant

Use this space for any overall guidance that applies across all sections: things the assistant should always do or avoid, the personality you want it to project, words or phrases to use or never use, or anything that does not fit above.

Confirmation

By signing below, I confirm that the information in this form is correct and approve it as the basis for building our practice's AI phone assistant.