A caller asks for an appointment and Concierge says there is no availability, or it offers far fewer times than reception can see in the Diary. Concierge is deliberately stricter than the front desk. It only offers a time that passes every rule below, and it never invents one.
Check these first
- Check Concierge is on and set up. Under Settings, Concierge, the "Concierge is on" box must be ticked. The note beneath it lists what is needed: opening hours, at least one bookable appointment type and at least one clinician.
- Check the appointment type can be booked. Under Settings, Concierge, tick the type in "Appointment types Concierge may book". The type itself must also be active and have "Concierge may book this type" ticked under Settings, Appointment types. Its length there is the length Concierge books.
- Check the clinician is ticked. "Clinicians Concierge may book (none ticked = Concierge cannot book)" is an explicit list. A clinician who is not ticked, or who is not allowed to take that appointment type, is never offered. If the caller asks for a named clinician, Concierge only searches that clinician and does not quietly widen to others.
- Check the clinician has a rota. Concierge reads Settings, Rotas & closures. A clinician with no rota at all is never offered by Concierge, even though staff can still book them by hand in the Diary. Check their working days, "Break from" times, any time off added with "Add time off", and "Practice closures" — on a closure day nobody is bookable, whatever their rota says.
- Check the opening hours for Concierge. "Opening hours (when Concierge may offer appointments)" sits inside the rota. A clinician rostered at 8am is not offered at 8am if Concierge's hours start at 9am.
- Check the window, notice and interval. "Booking window (days ahead)" caps how far ahead Concierge looks. "Minimum notice (hours)" removes anything too soon. "Slot interval (minutes)" decides which start times are tried. Existing appointments in the Diary block their times as well.
- Check whether a clinical topic came up. If so, Concierge pauses booking, rescheduling and cancelling for the rest of that call and offers a callback or the handoff number instead.
What happens next
When Concierge finds times it offers two or three, not the whole list. Every offered time is checked again against the rota, the notice and the window at the moment the caller says yes; if it no longer fits, the booking is not made. When nothing fits, Concierge suggests other dates or logs a Booking request on the Concierge page's Reception queue for the team to call back.
Still stuck
Tell the Maxillo team the caller's name, the time of the call, the appointment type asked for and the clinician if one was named.