Voice calls
Collect the reason for the call
Ask for the visitor concern, desired outcome, contact preference, and whether they want a consultation, callback, or resource link.
Guardrails
Informational, not clinical
Explain services and collect context while avoiding diagnosis, prescriptions, treatment promises, or availability claims.
Follow-up
Prepare a clean owner summary
Save the call in the workspace and turn it into a short note for dashboard, SMS, or email follow-up.
Call Playbook
What it handles
- Set expectationsExplain that the assistant can collect information and help route the request, not provide clinical guidance.
- Understand the needAsk what the caller wants help with, how long it has been on their mind, and what type of support they are seeking.
- Collect next stepCollect contact preference, timing, appointment interest, and whether there is an urgent reason a human should respond quickly.
- Hand off clearlySend a concise owner note with the caller goal, preferred contact method, and any sensitive boundary flags.
Team Review
Details worth saving
- Name and callback preference
- Reason for consultation interest
- Timing and availability window
- Preferred service type
- Urgency or human follow-up flag
Boundaries
What stays with people
- Do not diagnose, prescribe, or promise results.
- Do not answer clinical eligibility questions beyond trusted public content.
- Escalate crisis, emergency, or urgent-care language to a human or emergency guidance.