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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. Most clinic FAQs are 80% the same questions asked over and over: where do I park, do you take Medicare, what’s the cancellation policy, do I need a referral. The Knowledge Base lets Robyn answer all of them once, instantly, on every channel — and the knowledge-gap loop turns the messy long-tail of unexpected questions into a structured backlog you fill at your own pace.

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What goes in the knowledge base

Three sources, mix and match:

Websites

Add your clinic’s URL(s). Routiq crawls and indexes the public pages — services, fees, team bios, locations, FAQ pages.

Documents

Upload PDFs with deeper detail — procedure descriptions, in-clinic forms, treatment plans, condition info sheets.

Text notes

Quick free-text entries for things not on your website: directions, parking, public-holiday hours, “what to bring”, referrer-specific instructions.

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The knowledge-gap loop

This is the part most AI receptionists don’t have. When a patient asks something Robyn can’t answer:
  1. Robyn says she’ll get someone to follow up
  2. The question is captured as a knowledge gap in the dashboard
  3. Account admin gets a digest of unanswered questions (configurable cadence)
  4. Admin clicks “Add answer” — types a one-line text note
  5. Next time a patient asks the same thing, Robyn answers instantly
The knowledge base gets stronger every time it fails.

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How Robyn uses the knowledge base

Patient asks a clinic-info question

“Where do I park?” → Robyn pulls the answer from a text note or website page, tailors the wording to the channel.

Patient asks a service question

“What does an initial physio assessment involve?” → Answers from your services page or service-description PDF.

Patient asks a clinical question

“Should I take ibuprofen with my treatment?” → Robyn does not answer from the KB even if the answer is in there. Clinical questions always escalate.

Patient asks something not in the KB

Robyn says she’ll get someone to follow up, captures the question as a knowledge gap, escalates to your team for a callback if needed.

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What your patient sees

Patient (SMS): Hey, do you guys take Medicare for the chronic disease management plan? Robyn: Yes — we accept Medicare CDM (Chronic Disease Management) plans for podiatry and physio. You’ll need a referral from your GP under the plan. Bring the GP’s referral letter to your first appointment. Want me to book you in?

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Setup

1

Add your website

Settings → Knowledge Base → Websites → Add Website.Paste your URL, click Crawl. Routiq indexes up to 100 pages of your site (depth 3 by default; configurable). Initial crawl takes 2-10 minutes.
You can hit Refresh any time you’ve made changes to your website — Robyn gets the new content within minutes.
2

Upload PDFs

Settings → Knowledge Base → Documents → Upload.Common documents to upload:
  • Service descriptions / what-to-expect handouts
  • Cancellation policy
  • Treatment plan templates
  • Insurance / Medicare info
  • Pre/post-treatment instructions
PDFs up to 25MB each, no limit on count.
3

Add text notes

Settings → Knowledge Base → Text Notes → Add Note.Use these for things not on your website. Examples:
  • Directions — “We’re upstairs from the cafe on the corner of X and Y. Lift access via the side door on Z St.”
  • Parking — “Free 2-hour parking on the street. Paid lot on X St if street is full.”
  • Public holidays — “Closed Easter Monday. Reopens Tuesday 9am.”
  • Referrer-specific — “If your referral is from Dr X, your first consult is bulk-billed.”
Aim for one note per topic, plain English, two sentences max.
4

Set knowledge-gap notification

Settings → Knowledge Base → Knowledge Gaps → Notifications:
  • Email frequency — daily digest, weekly digest, or instant per question
  • Recipient — single email, multiple emails comma-separated
5

Review and fill gaps weekly

Dashboard → Knowledge Gaps shows every question Robyn couldn’t answer, sorted by frequency. The most-asked unanswered question is always at the top.Click “Add answer” → type a text note. Robyn uses it on the next conversation.
Don’t aim for “complete” — fill the most-asked 10-20 questions and move on. The long tail of one-off questions isn’t worth chasing.

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What Robyn won’t answer (even if it’s in the KB)

By design, Robyn refuses to answer:
  • Clinical questions (“should I take…”, “is it normal that…”, symptom questions)
  • Diagnosis or treatment recommendations
  • Emergency triage
  • Specific medication advice
Even if the answer is sitting in a PDF in your KB, Robyn escalates these. This keeps Routiq AHPRA-safe and prevents accidental clinical-decision-by-AI.

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Common questions

The website source has a Refresh button (and an auto-refresh schedule, configurable per website). Hit refresh after a major content update.
Indirectly — by editing the underlying source. If a PDF says something out of date, replace the PDF. If a text note is wrong, edit the note. Robyn doesn’t memorise anything; she pulls from the current KB on every question.
Robyn answers from the KB. If the answer isn’t in the KB, she escalates rather than guessing. She doesn’t make up content.
Yes — Settings → Knowledge Base → Restricted Topics. Add a topic; Robyn won’t volunteer info on it (e.g. internal pricing for specific procedures, ongoing legal matter, deprecated services).
Open any conversation in the dashboard; the right panel shows which KB entries were referenced for each Robyn message. Helps you spot incorrect or stale entries.

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Next

Human escalations

Where unanswered questions go (and the email/transfer routing).

Channels

The same KB powers calls, SMS, email, WhatsApp, and the website widget.