Documentation Index
Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt
Use this file to discover all available pages before exploring further.
Why this matters. 49% of patient enquiries happen after hours.
80% of callers won’t leave a voicemail — they call the next clinic
on the list. The calls channel is the highest-leverage thing you can
switch on with Routiq, because every missed call you recover is
patient revenue you would have lost.
How it works
You keep your existing clinic phone number. Routiq provisions a new AI number for Robyn. You set call forwarding from your clinic number to the AI number — full-time, after-hours only, or only when no one answers within N seconds. When a call comes in:- Robyn answers in your clinic’s voice (configurable accent, pitch, speed)
- Caller ID is matched against your PMS — returning patients are recognised instantly
- Robyn handles the conversation: bookings, reschedules, cancellations, knowledge-base questions
- If the patient needs a human, Robyn either transfers the call or emails your team with the details
- Every call is recorded and transcript-logged in the dashboard
How Robyn handles a call
Returning patient books in
Caller ID matches a PMS record → Robyn skips intake, jumps straight to “What can I help you with today?” and books in seconds.
New patient books in
No match on caller ID → Robyn captures full name, DOB, email, referral source (configurable), creates the patient record in your PMS, then books.
Patient asks a question
Robyn answers from your knowledge base. If she can’t, the question is logged as a knowledge gap and the patient is offered an escalation.
Patient needs a human
Robyn transfers the call to your team line OR emails the team with the conversation summary — your choice (see Human Escalations).
Patient is running late
Robyn captures the message, marks the appointment with a “running late” flag in your PMS, and notifies the practitioner.
Patient calls about an invoice
Robyn looks up outstanding invoices, can take payment if Appointment Payments is enabled, or transfers to billing.
What your patient hears
(Phone rings. Robyn answers within two rings.) Robyn: Hi, you’ve reached Bondi Physio. This is Robyn, the reception assistant. How can I help? Patient: Yeah, I want to book an appointment with Dr Lin for next week. Robyn: Of course — is this a follow-up or a new visit? Patient: Follow-up. My knee. Robyn: Right. I can see your last visit was on the 14th. Looking at Dr Lin’s diary — there’s a slot Tuesday at 9am or Thursday at 2pm. Which works for you? Patient: Thursday 2pm. Robyn: Done. You’re booked in for Thursday 8th May at 2pm with Dr Lin. I’ll send you a confirmation text in a moment. Anything else?
Setup
Provision your AI number
During onboarding (or Settings → Call Handling → Provision Number), enter your business name, address, and country. Routiq provisions a number from a carrier in your region.
You’ll be notified by email when the number is live and you can test-call it from your mobile.
| Region | Typical wait |
|---|---|
| AU / NZ | < 5 minutes |
| UK / IE | 1–4 hours (carrier compliance check) |
| US / CA | < 30 minutes |
Set up call forwarding from your clinic number
- Mobile / VoIP
- Landline
- PBX / business phone system
In your phone provider’s settings, find Call Forwarding or Divert Calls. Set the destination to your Routiq AI number. Choose your forwarding rule: 24/7, after-hours only, or only-when-busy.
Customise voice and opening message
Settings → Call Handling → Voice:
- Accent: AU, UK, US, NZ, IE
- Voice: male, female, neutral
- Speed: slow, normal, fast
- Opening message: customise the greeting (default: “Hi, you’ve reached [clinic]. This is Robyn, the reception assistant. How can I help?”)
- Optional: rename Robyn (e.g. “This is Sam, the reception assistant.”)
Configure escalation routing
Settings → Call Handling → Escalation:
- Call transfer number — instant handoff to a team line
- Notification email(s) — multiple addresses, comma-separated, for after-hours emails
- Hybrid: transfer in business hours, email out of hours
Monitoring calls
Every call appears in Dashboard → Calls with:- Caller — patient name (if matched) or phone number
- Duration — total length of the call
- Outcome — booked / rescheduled / cancelled / question answered / escalated / hung up
- Transcript — full conversation, searchable
- Recording — playback for review (toggleable per region for compliance)
Common questions
Can I keep my existing clinic number?
Can I keep my existing clinic number?
Yes — that’s the design. Patients keep dialling the number they know. The forward is invisible to them.
What if I want Robyn to answer only out of hours?
What if I want Robyn to answer only out of hours?
Set call forwarding to “after-hours only” in your phone provider’s settings. Combine with the Office Hours setting in Routiq so Robyn knows when to email vs. transfer.
Are calls recorded by default?
Are calls recorded by default?
Yes, but recording is region-aware. In jurisdictions that require two-party consent (e.g. some US states), Robyn announces the recording at the start of the call. You can disable recording per account if needed.
What happens if a patient hangs up mid-conversation?
What happens if a patient hangs up mid-conversation?
Robyn marks the call as “hung up” with the partial transcript. If a patient record was being created or a booking was in progress, the partial data is captured for your team to follow up.
Can Robyn handle multiple calls at the same time?
Can Robyn handle multiple calls at the same time?
Yes — concurrency is unlimited on standard plans. Robyn can be on dozens of calls simultaneously.
What does it sound like to the patient?
What does it sound like to the patient?
Robyn uses a high-quality neural voice (configurable accent). Most patients perceive her as a friendly receptionist — she introduces herself by name so there’s no confusion that they’re speaking to an assistant.
Next
Knowledge base
Train Robyn on your clinic’s information so she can answer patient questions on the call.
Human escalations
Configure how and when Robyn hands off to your team.