An AI answering service for your medical practice
This is scoped deliberately narrow: scheduling, new-patient intake, and getting an urgent call to staff fast — never a conversation about symptoms, diagnoses, or medications. It doesn't ask what's wrong, and it isn't configured to find out.
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Worked examples
How a call becomes a booked visit or a fast, blind escalation
New-patient referral
Caller: "My doctor referred me to your practice — I'd like to get on the schedule."
The agent asks:
- Can I get your name and the best contact number?
- Who was the referring physician, so we can note that?
- Do you have insurance you'd like us to have on file?
Job summary
- Issue
- New-patient referral — logistics only, no clinical detail requested
- Service area
- n/a — new-patient intake, not triage
- Preferred time
- First available new-patient slot, from the practice's supplied availability
- Next action
- Booked into the practice's new-patient schedule; confirmation sent to the caller.
- Captured details
- Name and contact number · Referring physician's name · Insurance carrier, as stated
Why this outcome: The agent confirms the appointment is for the practice's configured specialty and captures only scheduling logistics — it never asks why the referral was made.
Urgent call
Caller: "I really need to be seen today — this can't wait."
The agent asks:
- Understood — can I get your name and a number where you can be reached right away?
Job summary
- Issue
- Caller-flagged urgent — matches the practice's configured urgent-hand-off rule
- Service area
- n/a — escalation, not standard scheduling
- Preferred time
- Immediate — not a scheduled visit
- Next action
- Escalated exactly as the practice configured it — typically a same-day slot or a transfer to clinical staff — with no question asked about what's wrong.
- Captured details
- Name and callback number
Why this outcome: The caller's own statement that it's urgent — not any clinical assessment by the agent — triggers escalation. The agent is deliberately configured to not ask a follow-up question that would draw out a symptom or health detail.
Routine reschedule
Caller: "I need to move my appointment next week to a different day."
The agent asks:
- Can I get your name to pull up the appointment?
- What day would work better for you?
Job summary
- Issue
- Reschedule request — routine, no clinical content
- Service area
- n/a — existing patient, not a new enquiry
- Preferred time
- New slot offered from the practice's supplied availability
- Next action
- Appointment moved; confirmation sent to the caller.
- Captured details
- Patient name · Preferred new date
Why this outcome: Rescheduling is a logistics task handled directly against configured availability — nothing about the visit's purpose is asked or recorded.
How it’s built
The same configurable engine, applied to your business
Every Cysora agent runs on the same four-step engine — what makes it yours isn’t a different template, it’s the rules you configure inside each step. Here’s how those four steps actually play out for a business like yours:
Asks the right questions to understand exactly what the caller needs — configured by you, not a fixed script.
It only ever asks logistics — name, contact, insurance carrier, referring physician — never a symptom, so nothing clinical enters the conversation.
Checks the request against your own configured rules and examples before deciding what happens next.
It confirms the visit fits your practice's configured specialty for referral intake, nothing more.
Turns what it learned into a concrete next step, following your pricing, scheduling, and escalation rules.
When a caller says something can't wait, it escalates immediately on their word alone — it never tries to assess how serious it is.
Books the visit, logs the lead, or hands off — exactly the way you've configured it to end.
Every call ends in a booked appointment or a fast hand-off to staff, never a diagnosis or a captured symptom.
Personalize
How your scheduling and urgent-hand-off rules are configured
You set your practice's specialty fit for new-patient referrals, which insurance carriers you accept (a yes/no list, not eligibility verification), your scheduling availability, and exactly what triggers an urgent hand-off — a caller saying it can't wait, not a symptom the agent evaluates. Nothing clinical is ever part of the configuration.
Scale
Every channel, one conversation
You edit the modules and rules above once, in one place — the resulting agent deploys across every channel below without separate setup for each.
Embedded on the practice's own website.
Same conversation continues over WhatsApp for callers who prefer to text.
Answers your phone line directly — the same agent, the same configured rules, whether the call comes in by voice, web, or WhatsApp.
Replies from your business inbox with the same configured rules — the same agent whether the conversation started by phone, WhatsApp, web, or email.
The same configured agent answers every channel it's deployed on, so a caller who starts on the website and later calls gets the same scheduling rules and the same urgent-hand-off behavior, not a different answer from whoever happens to pick up.
Questions before you try it
What buyers ask first
Can it handle Spanish-speaking scheduling callers?
Yes — the same logistics-only workflow can run in Spanish: scheduling, contact details, insurance carrier as stated, and a blind urgent hand-off. The language changes, but the boundary does not: it still never asks for symptoms, diagnoses, or medications.
Does it handle protected health information (PHI), or need a BAA?
It's configured to keep clinical details out of the conversation entirely — no symptoms, diagnoses, or medications are ever asked about, discussed, or recorded. It handles scheduling and front-desk logistics only. If your practice needs something that handles PHI under a BAA, this isn't configured for that today.
How does it decide a call is urgent without asking what's wrong?
It takes the caller's own statement that something can't wait and escalates immediately, per your configured rule — it doesn't ask a follow-up question that would draw out a symptom or clinical detail.
Can it verify insurance eligibility or coverage?
No — it records which carrier the caller states they have, as a logistics detail, and your front desk handles actual verification.
Can it discuss medications, test results, or refills?
No — none of that is part of what it's configured to do. Any such call is routed to your staff without the agent engaging on the substance of it.
Can I keep my existing practice phone number?
Yes — forward your existing number to the agent rather than handing out a new one.
What does setup involve?
Your specialty fit for referrals, accepted insurance carriers, scheduling availability, and what counts as urgent enough for immediate hand-off — a configuration pass with your team, not custom software development.
What’s out of scope today
- Does not ask about, discuss, or record symptoms, diagnoses, medications, or any other protected health information.
- Does not perform clinical triage — any caller-flagged urgent call is escalated immediately, not assessed.
- Does not verify insurance eligibility or coverage — captures the stated carrier only, for the front desk to confirm.
Also built for
Advertise
Once intake is converting reliably, the scheduling and logistics language callers actually use — not clinical terminology — is what should drive the practice's paid search.
How this example was produced
Reproducible internal demonstration, synthetic caller data
The scenarios above reflect how a medical-scheduling-style agent is actually configured in the Cysora builder, run against synthetic caller scenarios with no clinical content by design.
Last checked 2026-09-08
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