Concierge is Maxillo's phone assistant. It answers calls, books and moves appointments in your real diary, quotes approved prices and takes callbacks when it cannot help. Calls are transcribed, never recorded. It is off by default.
Before you start
- Changing Concierge settings needs Owner, Practice manager or Administrator.
- Concierge needs opening hours, at least one bookable appointment type and at least one clinician before it can be switched on.
- Your phone number for Concierge, and the voice it uses, are set up by the Maxillo team.
Steps
- Open Settings → Concierge.
- Write the Greeting. This is how Concierge opens every call, for example "Good morning, you're through to Bright Smile Dental".
- Set the Opening hours for each day of the week. Concierge only offers appointments inside these hours.
- Under Appointment types Concierge may book, tick the types callers can book. Use Select all or Clear to start. Only types marked Concierge may book this type under Appointment types appear here.
- Under Clinicians Concierge may book, tick the clinicians. If none are ticked, Concierge cannot book at all.
- Under Services Concierge may discuss and quote, choose for each treatment whether Concierge may discuss it and whether it may Quote price or say Price on consultation. Use Discuss all, Discuss none, Quote all and Quote none to set many at once, and the search box to find one.
- Set the Booking window (days ahead), Minimum notice (hours) and Slot interval (minutes).
- Enter the Callback number (where the team rings from) and the Handoff number (given to callers who need a person).
- Under Public information Concierge may read out, add parking, directions, accessibility and payment methods accepted.
- Choose whether Existing patients can reschedule by phone, Existing patients can cancel by phone and New patients can book by phone. With the last one off, Concierge takes a callback instead.
- Tick Concierge is on and choose Save Concierge settings.
- Open Advanced and choose Open the Concierge console to test your setup by typing as if you were a caller. Everything it does is real, so use a test patient.
What happens next
Concierge follows these rules on the next call. Bookings, reschedules and cancellations appear in the Diary immediately. Anything Concierge could not finish arrives on the Concierge page (labelled Enquiries in the Reception workspace) under Reception queue and Callbacks to make, each tagged as a Booking request, Reschedule, Cancellation, New patient, Callback, Message or Admin item. Recent conversations lists every call with its transcript.
Common problems
- Concierge is on is greyed out — one of the three requirements is missing: opening hours, a bookable appointment type or a clinician.
- Concierge will not offer a slot — check the clinician's rota under Rotas & closures, the Booking window and Minimum notice, and that the day is not a practice closure.
- Concierge quotes the wrong price or nothing — prices come from Treatments. The treatment must be live and set to Quote price here.
- Callers cannot reach a person — enter a Handoff number.
- The Concierge page says it is switched off — tick Concierge is on and save.