# Stay on top of patient enquiries.

> Coming soon. Answer patient enquiries with your clinic’s information and their history at hand. Check booking options, help them take the next step and bring conversations that need a person into your DappleOS Inbox.

- **Agent:** Concierge Agent
- **Canonical:** https://dappleos.com/dapple-ai/concierge-agent

## Agent scope

### A useful next step for the patient. A clear record for your team.

#### Connected DappleOS context

- Answer clinic-authored questions and check eligible treatments and availability
- Book, reschedule or cancel after the patient confirms the specific details
- Use the patient's own appointments, plan and recorded preferences in messaging
- Bring clinical questions and requests for a person to the clinic team
- Follow up an unfinished booking enquiry, with a fresh booking check before sending

#### What the agent handles

- Use the clinic's booking eligibility, prices and deposit requirements
- Keep each patient's conversation tied to their own record
- Confirm a booking or payment only after the action succeeds
- Leave clinical judgement and sensitive conversations with the team

Concierge Agent helps with information and administration. It does not diagnose, recommend treatment or decide clinical suitability.

## Connected to your clinic. Aware of the relationship.

Concierge uses the clinic information and patient records behind the conversation: availability, locations, hours, booking rules, prices and deposits. New enquiries and existing patients can have different booking options. The clinic’s rules determine what can be offered; Concierge does not decide clinical suitability.

### A regular patient asks for a time

- **Context used:** A recorded booking pattern and preferred location are available.
- **Next step:** Offer matching availability and let the patient choose.
- **Boundary:** A preference is not approval to book.

### A new patient asks about booking

- **Context used:** Their booking options depend on the clinic’s new-patient rules.
- **Next step:** Offer an eligible consultation or bring the request to your team when the treatment cannot be self-booked.
- **Boundary:** Booking eligibility does not determine clinical suitability.

## Workflow

### From the patient’s enquiry to your clinic Inbox.

The patient asks, chooses an eligible time and confirms the details. Concierge records the booking and keeps the exchange in Inbox. When a question needs a person, your team can pick up the same conversation with the context intact.

#### Step 1: Answer from clinic information

Use the clinic's authored answers, treatment information and booking eligibility.

#### Step 2: Offer a specific appointment

Check availability and name the treatment, practitioner, location and time, with any deposit requirement.

#### Step 3: Wait for a clear yes

The patient confirms the specific appointment or change before it executes.

#### Step 4: Keep the result visible

Confirm the successful action in the conversation, or bring the request to a person when needed.

## Reporting and evaluation

### Review the conversations and what happened next.

The Concierge view in Inbox brings handled conversations together. Needs attention brings forward threads requiring a person. Review the actual exchange and appointment outcome, including whether a requested cancellation became a reschedule.

- Which conversations need a person?
- What did the patient confirm?
- Was an appointment booked, moved or cancelled?

Sent, delivered and read describe different message states. A handover or message taken does not mean staff have completed the follow-up. Check the recorded appointment and payment outcomes separately.

### Know which conversations need your team.

With Concierge enabled, use Needs attention in Inbox to find conversations waiting for a person. Review the exchange and the linked appointment before replying.

- Use the Concierge view to review conversations it is handling or has handled.
- Check the team’s reply separately from the request for a handover.
- Check the conversation and appointment record before treating a request as resolved.

## One connected platform

### Keep the conversation close to the work.

Patient messages, booking checks, confirmed changes and staff follow-up stay connected to DappleOS. Your team can pick up the conversation with the relevant context already available.

#### May reduce

- Copying a booking request from a separate chat into the diary
- Asking a patient to repeat a conversation to reception
- Searching routine conversations for a request that needs a person

#### Does not replace

- Clinical judgement and treatment-suitability decisions
- Human handling of complaints, billing disputes and requests for a person
- The clinic's booking, payment and channel settings

## Safeguards

### The patient confirms

A booking, appointment change or deposit needs a clear yes to the specific details. Completion is confirmed after the action succeeds.

### Their own record

Patient-specific context is tied to the person in the conversation. Phone identity is checked before their record is accessed or a booking is changed.

### Your team takes over

Clinical questions, complaints, billing disputes and requests for a person need staff attention. Sending a staff reply takes over the conversation.

### Your clinic's rules

Booking eligibility, treatment information and deposits come from your clinic's setup. Messaging and phone are enabled separately.

## Related DappleOS workflows

- [Web Chat](https://dappleos.com/features/web-chat): Bring Concierge responses and staff handover into your clinic website chat.
- [Inbox and messaging](https://dappleos.com/features/inbox-messaging): See patient conversations and staff follow-up together.
- [Online booking](https://dappleos.com/features/online-booking): Explore the booking rules behind the appointment options.
- [Meet the DappleAI agents](https://dappleos.com/dapple-ai): Find the agent that fits each part of your clinic's work.

## FAQs

### How does Concierge Agent help patients and reception?

Concierge Agent is coming soon and is not currently available to customers. The planned workflow covers clinic questions, appointment requests and changes through conversation, with staff able to review the exchange and follow up in Inbox.

### Can it book, move and cancel appointments?

Yes, for appointments permitted by the clinic's booking rules and the enabled channel. Concierge checks the options and asks the patient to confirm the specific treatment, date, time, practitioner and location before a change is made.

### Can it take a booking deposit?

Deposit requirements are disclosed as part of the booking. In messaging, a patient can explicitly approve a charge to a saved card or use a payment link. Phone uses the payment-link path rather than saved-card capture, and a booking confirmation does not mean the deposit has been paid.

### What happens when a patient needs a person?

Clinical questions, complaints, billing disputes and requests for a person are brought to the clinic team. Staff can review the conversation in Needs attention; sending a reply takes over from Concierge. It does not diagnose, recommend treatment or decide suitability.

### Which channels are planned, and do they work the same way?

The planned channels are voice, Facebook, Instagram, email, SMS and chat in your clinic’s branded patient app. Website chat is separate. Channels need to be connected and enabled; phone has a narrower scope than messaging, with identity checked before patient information is accessed. Concierge Agent is coming soon.

### Can it follow up a patient who enquires but does not book?

Concierge can follow up an unfinished booking enquiry. Before sending, the workflow checks whether the patient has since booked, whether Concierge remains enabled and whether it is within the location's send window. It continues the enquiry rather than starting an unrestricted marketing campaign.

### Can our team review Concierge conversations?

Yes. With Concierge enabled, Inbox includes a Concierge view for conversations it is handling or has handled, and Needs attention for threads requiring a person. Review the actual exchange and appointment record. A handover request is separate from the team’s reply or a completed booking change.

### What will we review in a demo?

Concierge Agent is coming soon. Bring your patient-enquiry and booking workflow. We can explain the live booking and Inbox features, discuss the planned Concierge Agent workflow, and confirm its availability.

## A clearer next step for patients and your team.

Discuss your clinic’s workflow, the features available today and the planned Concierge Agent. Concierge Agent is coming soon.

[Book a demo](https://dappleos.com/sales-call)