Set up a clinic to be called for

Everything the agent needs to introduce itself as this business and answer what a lapsed client actually asks. Takes a few minutes. You can do it on a call with them, or send them this page. Nothing dials from here.

This form sets what the agent KNOWS — not how it behaves. The register, the safety rules (what happens when someone says their pet is sick, or has died, or asks not to be called again) and everything the agent is forbidden to claim are fixed by the archetype below and validated by our eval suite. They are deliberately not editable here: a text box over those is how a call nobody tested reaches a real client.

The business

The name is spoken out loud on every call, so write it the way you'd say it — not the way it appears on a cheque.

Business name

The agent says: “I'm calling from Riverside Animal Hospital.”

Short id

Internal key — lowercase letters, numbers, dashes. Can't be changed later without creating a second clinic.

Kind of business

Spoken too (“the clinic”, “the shop”). Leave blank and it says “clinic”.

Timezone

Decides what “nine in the morning” means, and when we're allowed to ring.

Address, as it should be spoken

Words, not digits — the agent reads this aloud. Blank: if a client asks where you are, the agent says it hasn't got the address to hand and the team will confirm.

Which set of safety rules applies

This is the one choice on the page that changes the agent's BEHAVIOUR rather than its knowledge, which is why it's a choice and not a text box.

Clinical recall There are clinicians behind the desk. Bad news — a sick or injured animal, a bereavement, a medical question — stops the conversation and is handed to the team, who call back. Vets, dentists, physio, optometry.

Personal care There is no clinical team to escalate to, so bad news is handled kindly in words and nothing is promised on someone else's behalf. Grooming, salons, med-spa, barbers.

The agent

It introduces itself by name and says plainly that it's an assistant calling on the clinic's behalf. It never claims to be a person.

Agent's name

Blank → “Eve” (or 小雅 in Mandarin).

Language

One language per clinic. Two languages = two clinics sharing a name.

Voice

Recorded against the clinic so we know what it was promised. The cast voice is set per deployment, so tell us if you change this.

Hours

Two different things, and they're easy to confuse: what the agent SAYS you're open, and which times it may offer.

Opening hours, as they should be spoken

Read aloud verbatim, so write words. Blank: a sensible default is used — worth checking, because the agent will say it.

Bookable from

Bookable until

Appointment length (min)

Days you take appointments

The calling window is not editable, on purpose. We only ring between 9am and 9:30pm on weekdays and 10am to 6pm at weekends, in America/Toronto — the clinic's own local time. That's a compliance floor, not a preference, so it's the same for every clinic on the system.

Services and prices

The most-asked question on a reactivation call is what it costs. The agent quotes bands, never a single figure, and it will never invent one — so a service you can't quote is better marked as such than left half-filled.

Spoken form is what the agent says: “the annual checkup”, not “Annual Wellness Examination (canine)”.

Default service — what these calls are usually about

Used when the list doesn't say why a particular client is overdue. Blank: “a visit”.

What an average visit is worth (CAD)

One question, and the owner knows it to the dollar. It's the only way a run's report can say dollars recovered rather than just how many people rebooked. Blank: the report counts bookings and says the dollar figure is unavailable — it never guesses one.

An offer to win them back optional

Most clinics running a win-back give lapsed clients something — it's the line that turns a “maybe later” into a booking. Write it exactly as you want it said, because that is exactly what gets said: the agent reads your words and never embellishes them, never rounds them up, and never invents one if you leave this empty.

No current offerdefault The agent never mentions a discount. Nothing for the front desk to honour.

Yes, there's an offer It's mentioned once, in your words, when it would help the client decide.

Who works there optional

Only worth filling in if clients ask for people by name (“is Jess still there?”). Leave it empty and the agent never claims anything about who does or doesn't work for you.

Phones

Three separate numbers, and they usually aren't the same one. Save the clinic's details first — a number has to belong to someone.

Front desk — where booking requests are texted

When a client asks for Thursday morning, this phone gets a text: who, what, when, please confirm. It should be the phone whoever owns the appointment book actually watches. Blank: the request is logged but nobody is told about it.

Callback number — what the agent reads out

Your public number, for “what's the best number to reach you on?”. We convert it to spoken digits so it's read naturally. Blank: the agent has no number to give.

What their clients see ring

This is the single biggest lever on whether anyone picks up.

Use the clinic's own numberpreferred Their client already has you saved in their contacts, so your name comes up instead of an unknown number — the best answer rate available. And if they call back, they reach you, which is who they wanted anyway. Free. Needs a one-time check: Twilio rings the clinic and whoever answers keys in a six-digit code.

Get a dedicated number We buy a local number for this clinic (about US$1.15/month) and calls go out on it. For clinics that can't do the check — nobody at the desk to take the call, a switchboard that eats the code, a number you don't control. Callbacks reach a line we own and can forward.

Calendar optional

Only if the clinic runs its book on Google Calendar. Connect it and the agent can see what's already taken and offer real times. Skip it and the agent takes a preferred time and texts the front desk to confirm — which works for every practice on a closed system, and is how most pilots start.

calendar not connected

We ask for two narrow permissions only: write the appointments we book, and see when you're busy. We never read what's in an event.

Connecting starts from a connect link you generate here and send to the clinic (or open with them sitting next to you). The link is tied to this one clinic, works once, and expires in half an hour — so nobody else can point this clinic's bookings at their own calendar just by knowing its short id.

Before this clinic can be called for

Recomputed on the server every time you save, so it knows things this page can't — whether a calendar token exists, whether Twilio is set up here.

•Save the clinic to see what's still needed.

What this clinic's agent can and can't answer

Derived from exactly what's filled in above — nothing else. If it isn't here, the agent doesn't know it, and it will say so rather than guess.