Setting up Bob for clinics and healthcare
Knowledge base structure, tone, follow-up timing and handoff rules tuned to how clinics and healthcare businesses actually run.
Settings to start from
| Setting | Recommended |
|---|---|
| Tone | Professional and warm |
| Language | Clear, simple English, or Malay if your patient base needs it |
| Greeting | Hello! I'm here to help you with appointment bookings and general enquiries. For medical advice, please speak with our doctor directly. |
What belongs in your knowledge base
- Services offered and what each one covers
- Consultation fees and payment methods accepted
- Operating hours and doctor availability
- The appointment booking process
- What to bring to a first visit
- Location and parking
Follow-up timing
Follow up on missed appointment-booking messages after 1 hour. Do not follow up on sensitive medical enquiries.
When to hand off to a person
Always hand off for medical questions, test results, medication queries and emergency symptoms.
Add "Do not provide medical diagnoses or medication advice" to Topics to Avoid in Agent Settings before this agent goes live.
Test these before you go live
Send each of these to your agent and check the answer is one you would be happy for a customer to receive.
- "How much is a consultation?"
- "Can I book an appointment for tomorrow?"
- "Do you accept insurance?"
- "What should I bring for my first visit?"
Frequently Asked Questions
How different is this from the generic setup?
The steps are the same — knowledge base, channel, tone, testing. What changes is what belongs in the knowledge base and where the escalation line sits, and those two decisions are most of the difference between an agent that helps and one that annoys.
Can I start from this and adjust later?
Yes. Everything above is a setting you can change at any time, and changes apply from the next message. Start here, then tune once you have read a week of real conversations.
Still need help?
Our team is available Mon–Fri, 10 AM–6 PM MYT (GMT+8).