Keep patients informed before their appointment by sharing important practice information during the AI Receptionist booking process.
With Appointment Information, you can configure messages that the AI Receptionist shares with patients while scheduling an appointment. These messages can simply provide important information or require patients to acknowledge practice policies—helping set expectations before an appointment is confirmed.
Note: This feature is exclusive to the AI Receptionist and does not replace or affect Online Appointment Booking (OAB) Custom Questions.
Where to Find It
Navigate to New Settings.
Select AI.
Open the AI Receptionist tab.
Select the Visit Types tab.
Scroll to the Appointment Information section.
The Appointment Information card is located between the Visit Types table and the Default Visit Types section.
Why Use Appointment Information?
Appointment Information helps your practice:
Communicate important instructions before an appointment.
Inform patients about office policies.
Collect agreement to deposits or cancellation policies before scheduling.
Ensure patients know what to expect before arriving.
Reduce misunderstandings and missed expectations.
Types of Appointment Information
There are two types of messages you can configure.
Type | What Happens | Example |
Information | The AI Receptionist shares the message with the patient. No response is required. | "Please arrive 30 minutes before your scheduled appointment." |
Acknowledgement | The AI Receptionist asks the patient to agree before continuing with the booking. | "A $75 deposit is required before your appointment. Do you agree?" |
How to Add Appointment Information
Open the Appointment Information section.
Click Add New.
Complete the configuration fields.
Click Save Changes when you're finished.
Appointment Information Settings
Each Appointment Information item includes the following options:
Type
Choose whether the message is:
Information
Acknowledgement
Message
Enter the exact message the AI Receptionist will present to the patient.
Examples include:
Arrival instructions
Deposit requirements
Cancellation policies
Parking instructions
Office reminders
Patient Type
Choose which patients should receive the message.
Options include:
All Patients
New Patients Only
Returning Patients Only
Visit Types
Select which visit types should trigger the message.
You can choose:
All Visit Types
Specific chatbot-enabled visit types
When to Present
Choose when the AI Receptionist delivers the message.
Options include:
Pre-booking (Default) – After an appointment time is selected but before the appointment is booked.
Post-booking – After the appointment has been successfully scheduled.
Active
Use the toggle to enable or disable an Appointment Information item without deleting it.
Managing Appointment Information
You can update Appointment Information at any time.
Available actions include:
Expand an existing item to edit it.
Turn items on or off using the Active toggle.
Delete items when they are no longer needed.
Any additions, edits, or deletions remain in draft until you click Save Changes.
Once saved, changes take effect immediately for all new AI Receptionist conversations.
How It Works During Booking
The AI Receptionist follows the normal appointment scheduling process until an appointment time has been selected.
Depending on how you've configured your Appointment Information, the AI Receptionist will then present any applicable messages.
Pre-Booking Messages
If an item is configured as Pre-booking, the AI Receptionist presents it after the appointment slot has been selected but before the appointment is booked.
Information Messages
If multiple Information messages apply, the AI Receptionist combines them into a natural conversation before continuing.
No response is required from the patient.
Acknowledgment Messages
Acknowledgment messages are presented one at a time. The AI Receptionist waits for the patient to clearly agree before moving to the next acknowledgment.
If the patient declines any acknowledgment:
The appointment is not booked.
The AI Receptionist asks the patient to contact the practice directly.
Any remaining acknowledgments are skipped.
Once all acknowledgments have been accepted, the AI Receptionist completes the booking.
Post-Booking Messages
If an item is configured as Post-booking, it is shared after the appointment has already been scheduled.
Even if the item is configured as an Acknowledgment, post-booking messages are delivered as informational messages only and do not require a patient response.
When Are Messages Presented?
Appointment Information is only shared when both of the following conditions are met:
The patient is booking one of the selected visit types (or the item applies to all visit types).
The patient matches the selected patient type (All Patients, New Patients Only, or Returning Patients Only).
For example, a message configured for New Patients Only will never be presented to a returning patient.
What Doesn't Change
Using Appointment Information does not change your existing scheduling workflow.
Online Appointment Booking (OAB) Custom Questions continue to function exactly as before.
If no Appointment Information is configured, the AI Receptionist booking experience remains unchanged.
Visit Type eligibility rules and appointment confirmation workflows are unaffected.
Frequently Asked Questions
What happens if a patient declines an acknowledgment?
The AI Receptionist will stop the booking process and instruct the patient to contact the practice directly. The appointment will not be scheduled.
Can acknowledgments be collected after an appointment is booked?
No. Any Appointment Information configured for Post-booking is shared as informational content only and does not require a patient response.
Does this replace Online Appointment Booking (OAB) Custom Questions?
No. Appointment Information is an AI Receptionist feature that is configured separately from OAB. Your existing OAB Custom Questions continue to work exactly as they do today.
How quickly do changes take effect?
Changes become active immediately after you click Save Changes. All new AI Receptionist calls and chats will use the updated configuration.