Concierge books, moves and cancels appointments using only your real diary. It offers times exactly as the diary has them, reads the booking back, and acts only after the caller clearly agrees.
Before you start
Under Settings → Concierge, an owner or manager sets:
- Concierge is on.
- Opening hours (when Concierge may offer appointments) for each day.
- Appointment types Concierge may book. Types you have not ticked are never offered. Types come from Settings → Appointment types, where each type also has Concierge may book this type.
- Clinicians Concierge may book. None ticked means Concierge cannot book.
- Booking window (days ahead), Minimum notice (hours) and Slot interval (minutes).
- Existing patients can reschedule by phone and Existing patients can cancel by phone.
Each clinician also needs a rota under Settings → Rotas & closures. A clinician with no rota is never offered.
Steps
- The caller asks for an appointment. If they are an existing patient, Concierge asks for their full name and date of birth and confirms the date back in words before checking.
- Concierge asks what kind of appointment they need and, if they mention one, which clinician or time of day.
- It searches the diary within your booking window and offers two or three times, then asks which suits.
- Once the caller picks a time, Concierge reads back the full details and asks for a clear yes. "Maybe" is not a yes; it asks again.
- On a clear yes, the appointment is booked. Concierge confirms it and, if the caller is finished, says goodbye.
- To reschedule or cancel, Concierge lists the verified caller's upcoming appointments, stages the change, reads it back and again waits for a clear yes.
What happens next
- The appointment appears in the diary immediately, with the clinician and type the caller chose.
- Appointment confirmations and reminders follow your Patient messaging settings.
- On the Concierge page the conversation shows what happened, and the call's Outcome shows Booked with the time.
- If a time is taken by someone else in the moment between offer and confirmation, Concierge tells the caller it was not booked and searches again.
Common problems
- Concierge told the caller that type cannot be booked — tick it under Appointment types Concierge may book, and check the type is active.
- Concierge said no clinicians are available — tick at least one clinician under Clinicians Concierge may book and check they have a rota.
- Concierge would not reschedule or cancel — the matching Existing patients can… box is unticked, so it offers a callback instead.
- The caller failed verification — after three failed attempts Concierge logs a callback for reception. Check the Reception queue.