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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. Clinic inboxes are where good enquiries die. Patients send a question, the team is busy seeing patients, the email sits for two days, the patient books somewhere else. Robyn replies within minutes — in your team’s voice — and converts the enquiry before it goes cold.

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How it works

You connect your clinic inbox (Gmail, Outlook, or any IMAP-supported provider) to Routiq via OAuth or app-password. Robyn reads incoming email, classifies each one, and acts:
  • Bookings, reschedules, cancellations — handled in-thread, written to PMS
  • Knowledge-base questions — answered from your KB
  • Clinical questions — escalated to your team, never answered
  • Spam and newsletters — ignored
  • Anything ambiguous — drafted reply queued for human review (configurable)

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How Robyn handles email

Auto-send mode

Robyn replies automatically to high-confidence emails (booking requests, FAQs). Low-confidence emails get drafted and queued.

Draft-only mode

Every reply is drafted but waits for a human to click send. Useful while building trust in early days.

Hybrid (recommended)

Auto-send for booking confirmations, reminders, simple FAQs. Draft-and-queue for anything clinical, complaint, or ambiguous.

Tone matching

Robyn matches your team’s existing voice from past sent emails — formal vs casual, em-dashes vs commas, sign-off style.

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What your patient sees

From: sarah.brown@example.com To: hello@bondiphysio.com.au Subject: Appointment with Dr Lin Hi, I was hoping to book a follow-up with Dr Lin sometime next week — Tuesday or Wednesday afternoon if possible. Sarah
From: hello@bondiphysio.com.au To: sarah.brown@example.com Subject: Re: Appointment with Dr Lin Hi Sarah, Dr Lin has these afternoon slots next week: — Tuesday 6th May, 2:00pm — Tuesday 6th May, 3:30pm — Wednesday 7th May, 4:00pm Reply with the one that works for you and I’ll lock it in. Robyn — Bondi Physio reception

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Setup

1

Connect your clinic inbox

Settings → Channels → Email → Connect Inbox.
Click Connect Gmail → sign in with the inbox owner’s account → grant Routiq read/send permissions. OAuth-based, no passwords stored.
2

Choose mode (auto / draft / hybrid)

Settings → Channels → Email → Mode:
  • Auto-send all — Robyn replies automatically to everything she classifies as in-scope
  • Draft-only — every reply queues in the dashboard for human send
  • Hybrid — auto-send simple categories (booking, FAQ); draft the rest
Most clinics start in draft-only for a week, switch to hybrid once they trust the drafts.
3

Set the signature and tone

Settings → Channels → Email → Signature & Tone:
  • Signature — appended to every Robyn email
  • Sign-off style — “Kind regards”, “Cheers”, “Thanks”, custom
  • Tone training — paste 3-5 examples of past emails from your team; Robyn learns the patterns
4

Configure escalation triggers

Categories that always escalate (never auto-send), regardless of mode:
  • Clinical questions
  • Complaints
  • Insurance / billing disputes
  • Anything mentioning a specific practitioner by name (configurable)
See Human Escalations for routing.
5

Test with a real email

Send a test email from your personal account to your clinic inbox. Within minutes, Robyn’s reply (or draft) appears in Dashboard → Messages → Email.

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Common questions

Yes — replies come from the connected inbox (hello@yourclinic.com.au), not a Routiq-branded address. Patients don’t see a third-party domain.
Routiq only reads new email arriving after the connection is made. Historical email isn’t ingested unless you explicitly request it (used for tone training).
Robyn classifies and ignores them. You’ll see a “skipped” log in the dashboard if you ever want to verify what she ignored.
Yes — every email shows up in the dashboard. You can click Take over to reply manually; Robyn won’t touch the thread again.
Routiq notifies you in the dashboard and via email. Re-authorise in 30 seconds — no data loss.

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Next

Human escalations

Configure when Robyn drafts vs. sends, and who gets notified.

Knowledge base

The richer your KB, the better Robyn’s email answers.