What you asked for on 28 September
Here is how it handles each one.
- "It must never diagnose."
- It never names a condition. Health questions get a kind reply and an offer to book a consultation with a chiropractor.
- "Answers only from sources we approve."
- It answers from what you sign off: your website, your FAQ and anything your team adds. Anything else goes to your admin.
- "Questions it cannot answer go to the admin."
- Your admin replies once, in the dashboard. It remembers the answer for the next patient who asks.
- "We are changing our booking system."
- It does not need it. It replies and takes the details, and each clinic team confirms. When your new platform is ready, we connect it.
- "Our staff reply during opening hours."
- You choose. It can reply only after hours, or all day with your staff able to take over any chat with one tap.
- "Patients write in different languages."
- It replies in the language the patient writes in, including English, Chinese and Malay.
- "Start with one or two clinics."
- We set up the first clinic, your team uses it for a week, then we copy it to the other 13 with each clinic's own hours and team.
Your questions from our call on 7 October
Every question you asked, answered.
Your clinics and your numbers
- "How would you connect to our WhatsApp? Is it individual 14 clinics?"
Asked on 7 October- We connect each clinic for you. Head office sees all 14 in one dashboard, and each clinic team sees its own patients.
- "We won't be changing the numbers."
Said on 7 October- Your published numbers stay. For the first clinic's test we add one new WhatsApp line next to it, so nothing changes for your patients. We move the existing numbers over only when you are happy with it.
- "We have different operating hours for all our clinics."
Said on 7 October- Each clinic is set up with its own hours and its own team, so it knows which clinic is open when.
Your team stays in charge
- "Is there a function to turn it off? During our own operating hours, we will have staff in the clinic to reply to patients."
Asked on 7 October- Yes. Your staff can take over any chat with one tap, and the AI stops replying in that chat until they hand it back.
- "If they were to ask about refunds or if they have a complaint."
Raised on 7 October- Refunds and complaints always go to your team. It tells the patient a person will reply, and sends that clinic the details. It does not answer them itself.
- "How would you ping the admin for any messages that the AI isn't able to answer?"
Asked on 7 October- That clinic's admin gets a WhatsApp message with the patient's name, number and question, and sees it in the dashboard.
Teaching it your answers
- "How do we program the system to reply what we would like?"
Asked on 7 October- You tell it in plain words. Type it into the assistant in your dashboard, or send it to us in our group chat. A voice note is fine.
- "If we do have a new SOP to roll out, we have to update 14 AIs?"
Asked on 7 October- No. Send the new SOP to us once and we update all 14 clinics for you.
What it costs
- "How do you quantify, like number of words or letters?"
Asked on 7 October- It counts the work the AI does to read and reply, so a short question uses little and a long one with photos uses more. Send us 3 or 4 of your real chats and we will tell you what they would use, before you start.
- "Along the way we find that it's not enough or rather too many, will we be able to adjust?"
Asked on 7 October- Yes. You see the real count every month. If you use less, we move you to a smaller plan. If you use more, we move you up.
- "Beside your plan, we also need to look at the WhatsApp credits, right?"
Casey, 7 October- Yes, Meta charges for some messages, separately from our plan. Replies to patients who message you first are free. Reminders are charged by Meta per message. Reminders are not in the first step, and we show you Meta's Singapore rate before you switch them on.
Trust
- "Is yours built from scratch or is it something off the shelf?"
Asked on 7 October- It already runs for other businesses, including a hardware chain and aesthetic clinics. We set it up with your clinics, your answers and your name. You do not design anything.
- "All the educating of the AI on our responses, will they be able to duplicate it?"
Asked on 7 October- No. Your answers and your patients' chats stay in your own account. Other clients cannot see them, and we never reuse them for anyone else.
