Concierge answers a dedicated phone number that the Maxillo team assigns to your practice. The same number is used for the practice's text messages, so patients' replies come back to the right place.
Before you start
- Fill in your practice name under Settings → Practice details. Concierge opens every call with it and will not answer without it.
- Have your opening hours and at least one bookable appointment type and clinician ready for Settings → Concierge.
Steps
- Ask the Maxillo team to assign a phone number to your practice. Numbers are set up by Maxillo, not from your own settings.
- Agree the voice with the Maxillo team. The practice owner chooses it; it is not changed from the practice settings.
- Under Settings → Concierge, set the Opening hours (when Concierge may offer appointments) and switch on Concierge is on. Click Save Concierge settings.
- Before publishing the number, test the setup. Open the Advanced section at the bottom of the Concierge settings and click Open the Concierge console. It is a typed stand-in for a phone call: everything it does is real, with your real diary and patients, so use a test patient.
- Ring the number yourself and listen to the opening line, then try a booking.
- Share the number with patients, or ask your phone provider about diverting your existing line to it.
What happens next
- During opening hours, callers hear: "Hi, you're through to (your practice name)'s AI receptionist. This call will be transcribed to help with your care and booking. How can I help?" This opening is fixed for every practice.
- Outside opening hours, callers hear that the practice is currently closed and to call back during opening hours.
- If Concierge is switched off, callers hear that the phone assistant is not available and to call the practice directly.
- Text replies to the number are matched to your practice's patients only, so a reply or a STOP from a patient of another practice never reaches your record.
- Each phone call appears under Recent conversations on the Concierge page marked Phone. Console conversations are marked Test.
Common problems
- Callers say the number rings but nobody answers — check with the Maxillo team that the number is assigned to your practice.
- Callers hear the closed message during the day — check the day is ticked under Opening hours with the right times, and click Save Concierge settings.
- Callers hear the unavailable message — Concierge is on is unticked, or the practice name is missing under Settings → Practice details.
- You want a different voice — contact the Maxillo team.