How the patient flow works
1) A patient clicks your ad, submits their details, and may select a preferred appointment time through a booking widget.
2) The patient is shown a message explaining that the appointment is not yet confirmed and is prompted to call your office to finalize details.
3) If the patient does not use the booking widget, AI follow-up continues.
AI outreach process
To avoid overwhelming patients and allow time to select a preferred time through the booking widget, the AI typically waits approximately 10 minutes after form submission before initiating outreach.
AI calling frequency
The AI places up to 5 call attempts over the course of a week after a patient submits the form. This cadence aligns with standard follow-up practices used by top-performing sales and healthcare teams.
AI texting frequency
Initial text sent shortly after form submission, acknowledging their request and asking about their preferred appointment time.
One follow-up text sent about 1 hour later if there is no response.
One final follow-up text sent the next day.
💡 Business hours and outreach timing: AI only places calls during your business hours. The first text message is sent about 10 minutes after a lead opts in, while they’re still engaged on their phone. Any additional follow-up messages are sent during business hours.
💡To improve pick-up rates, the AI uses double-dialing, meaning it may call twice per attempt. This helps account for cases where phone carriers block the first call and send it directly to voicemail.
Additional follow-up for engaged leads
If a patient becomes a Hot Lead and your team attempts contact but does not receive a response, you can move them back to the "✨ AI Follow Up" stage. In this case:
The AI sends up to 3 additional follow-ups.
These messages are spaced out and designed for patients who showed interest but went quiet.
The final message politely closes the loop while making it clear they can reply at any time when ready to schedule.
Adjusting follow-up volume
If you would like to reduce the number of AI follow-ups, just let us know, and our team can adjust this for you.
Stopping AI communication for a patient:
For your team: If you want to stop AI communication for a specific patient, simply check the DND (Do Not Disturb) box under Conversations. This immediately stops all outgoing AI messages to that patient.
For patients: Patients can also opt out at any time by telling the AI they’re not interested during a call, or by replying “STOP” or “UNSUBSCRIBE” to any text message. This immediately removes them from further AI outreach.