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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. Robyn is good at the predictable 80%; your team is irreplaceable for the difficult 20%. The handoff between them is where most AI receptionist tools fail — too eager to escalate (annoying for patients), too reluctant to escalate (dangerous). Routiq’s escalation system is designed around the actual situations clinic reception faces every day.

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When Robyn escalates

By design, Robyn hands off to your team when:
  • A patient asks for clinical advice (“should I take X”, “is this normal”, symptom triage)
  • A patient describes a medical emergency
  • A patient asks to speak to a specific practitioner by name
  • A patient expresses dissatisfaction or wants to make a complaint
  • A patient asks something the knowledge base doesn’t cover (logged as a knowledge gap)
  • A patient explicitly asks for a human
  • A patient mentions insurance / billing dispute terminology
  • A conversation reaches a confidence threshold — Robyn isn’t sure of her ground
Each of these triggers is configurable in Settings → Escalations → Triggers.

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Escalation methods

Four ways Robyn can route a handoff:

Call transfer

Live caller is forwarded to a team line. Robyn says “Hold on, I’ll put you through” and warm-transfers.

Email notification

Conversation summary, patient details, and suggested action emailed to your team for callback. Default for SMS/email/widget escalations.

Hybrid

Call transfer during configured business hours; email notification outside hours. Best of both.

Per-practitioner routing

“I want to speak to Dr Lin” → email goes directly to Dr Lin’s address, not a generic clinic inbox.

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What your patient sees

Patient (call): Hi, I need to speak to Dr Lin about something he said at my last appointment. Robyn: Of course. Let me grab some details and have Dr Lin call you back. What’s the best number to reach you on? Patient: This one — 0412 345 678. Robyn: Got it. And just so I can let Dr Lin know what it’s about — anything you’d like to share, or would you prefer to wait and tell him directly? Patient: I’ll tell him directly thanks. Robyn: No problem. Dr Lin will call you back as soon as he’s free. Have a great day.
(Behind the scenes: email lands in Dr Lin’s inbox with patient name, phone, and a one-line summary “Wants callback from Dr Lin re: something from last appointment”.)

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Setup

1

Choose your default routing

Settings → Escalations → Default Method:
  • Call transfer — most clinics with reception staff during business hours
  • Email — solo practitioners, after-hours, smaller clinics
  • Hybrid — most common — transfer in business hours, email out of hours
2

Set the call transfer number

Settings → Call Handling → Call Transfer Number.
Don’t enter the same number that’s forwarded to Robyn — that creates an infinite loop. Use your team’s direct line, not the public clinic number.
For hybrid mode, also tick Only forward within office hours so out-of-hours calls fall back to email.
3

Configure office hours

Settings → Account Setup → Office Hours. Define your in-hours window per day. Used for hybrid routing and outbound message timing.
4

Set escalation email recipients

Settings → Account Setup → Notification Email.Single email or multiple comma-separated. Goes to all recipients for every escalation by default.
For multi-practitioner clinics, use a shared inbox like reception@yourclinic.com rather than a personal email — easier to keep continuity if someone’s on leave.
5

Set per-practitioner routing

For requests like “I want to speak to Dr X”:
  1. Settings → Account & Logins → create a login for each practitioner (so they have their own account)
  2. Clinic Setup → Practitioners → for each practitioner, set their Notification Email to the email address they actually monitor
Robyn matches the practitioner name in the conversation to your configured practitioners and routes accordingly.
6

Customise escalation triggers

Settings → Escalations → Triggers. Each category can be on / off, and the threshold is tunable:
  • Clinical questions (recommended: always on)
  • Specific practitioner request (always on)
  • Complaint / dissatisfaction (always on)
  • Insurance / billing (recommended: on for clinics with dedicated billing staff)
  • Knowledge gap (always on)
  • Confidence threshold — slider 0-100; default 75
Lower the confidence threshold (e.g. 50) for the first month so Robyn escalates more aggressively while you build trust. Raise it later as the knowledge base gets richer.

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What’s in the escalation email

Every escalation email contains:
  • Patient name (if matched in PMS) and contact info
  • Channel the conversation came in on (call / SMS / email / WhatsApp / widget)
  • Summary — one-line of what they wanted
  • Full transcript of the Robyn-patient conversation
  • Suggested action — “Call back”, “Reply to thread”, “Add to KB”, etc.
  • Direct link to the conversation in the dashboard (one click → take over)

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Common questions

Yes. Settings → Escalations → Routing Rules. E.g. “billing-related → billing@clinic”, “clinical → practitioner email”, “everything else → reception@clinic”.
Robyn detects the no-answer (configurable timeout, default 30 seconds) and falls back to email. Patient hears “Sorry, I couldn’t reach the team — I’ve taken your details and they’ll call you back as soon as possible.”
Yes — hybrid routing supports this directly. For more complex schedules (e.g. on-call rotation), use multiple notification email addresses per day in Office Hours settings.
Yes — by design. Robyn is not a clinician and Routiq does not allow her to give clinical advice, regardless of how clear the answer might seem. Keeps you AHPRA-safe.
For SMS, email, and widget — yes. Open the live conversation in the dashboard, click Take over, type your reply. Robyn won’t touch the thread again unless you give it back. For calls, you can request the transfer mid-conversation if Robyn isn’t already mid-handoff.

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Next

Knowledge base

Reduce escalation volume by filling knowledge gaps as they appear.

Multi-practitioner logins

Set up per-practitioner accounts so per-practitioner routing works.