Concierge is Maxillo's phone receptionist. It answers the practice's Concierge number during the opening hours you set, and handles routine calls: bookings, changes, cancellations, practice information, prices from your own list, and messages for the team. It never gives clinical advice and never sees clinical records.
Before you start
- An owner or manager switches it on under Settings → Concierge with Concierge is on. Until then the Concierge page shows Concierge is switched off.
- The Maxillo team assigns the phone number.
Steps
- A caller rings during opening hours. Concierge opens with your practice name, says it is the practice's AI receptionist, and says the call will be transcribed. Calls are transcribed, never recorded.
- Concierge asks what the caller needs and works through it one question at a time.
- For anything about an existing appointment, it first verifies the caller by full name and date of birth. If the details do not match, it never says which detail was wrong. After repeated failure it offers a callback or the practice number.
- For a booking, change or cancellation it offers only real diary times, reads the details back, and acts only after a clear yes. If anything fails, it says so and never claims a booking that did not happen.
- For prices, it quotes only from your treatment list under Settings → Treatments, exactly as configured. For practice information, it uses your practice details and the Public information Concierge may read out box.
- When it understands a request but cannot complete it, it logs it for the team and tells the caller it is with reception.
- If the caller describes symptoms, pain, swelling, bleeding, an injury, medication questions or problems after treatment, Concierge acknowledges kindly and hands the call to a person or offers a callback. It does not comment on the symptoms.
- Staff open the Concierge page to see Recent conversations and the Reception queue, and click a call for its Transcript and Outcome.
What happens next
- Bookings appear in the diary like any other appointment, and confirmations go out under your Patient messaging settings.
- Each conversation shows its status: Active, Completed, Abandoned or Handed off.
- Requests wait in the Reception queue until someone clicks Acknowledge, Done or Dismiss.
Common problems
- Callers hear that the assistant is not available — Concierge is switched off, or the practice name is missing under Settings → Practice details.
- Callers hear that the practice is closed — the call arrived outside the opening hours set under Settings → Concierge.
- Concierge said it could not help with a request — check the Reception queue; the request is usually logged there with the caller's words.