Custom flows
Teaching the assistant the order your clinic asks things in.
A flow is a short set of instructions that fires when a particular kind of request comes up. It does not replace the assistant's judgement — it tells it the order your clinic does things in.
What one looks like
Example
Implant enquiries
- Fires when — the patient asks about implants
- Step 1 — ask whether they have had a consultation with us before
- Step 2 — if not, explain that implants start with an examination and a scan
- Step 3 — offer a consultation slot rather than a treatment slot
Without the flow, the assistant would happily offer the next free slot. With it, the patient arrives at the appointment you actually wanted them at.
Writing a good one
- Describe the trigger in plain words. It is matched on meaning, not on an exact phrase.
- Keep steps to three or four. A flow is a running order, not a script.
- Write what to do, not what to say — the wording is the assistant's job, the sequence is yours.
- For anything that must be said verbatim, use a locked answer instead.
Note
Your clinic type seeded one of these at setup. It is ordinary editable content — read it, and change it to how you actually work.
When not to use one
If the answer is a fact, an FAQ entry is simpler. If it must be exact, a locked answer is safer. Flows are for the cases where the *sequence* is the thing that matters.
Common questions
- Can a flow refuse to book?
- A flow shapes what it offers. To stop the assistant booking at all, turn off direct booking; to stop it discussing something, use a blocked topic or a hard-stop scenario.
- How many should I have?
- Few. Every flow is another instruction competing for attention — three good ones beat a dozen overlapping ones.