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 AI tools assume one inbox, one
team. Real clinics have multiple practitioners — each with their own
patients, their own preferences for being interrupted, and their
own follow-up patterns. Multi-practitioner logins make Robyn
org-aware: when a patient asks for “Dr Lin”, Dr Lin gets the
message, not the whole team.
What multi-practitioner logins enable
Per-practitioner escalation routing
“I want to speak to Dr Lin” → email goes to Dr Lin’s address, not a generic clinic inbox.
Per-practitioner notification preferences
Each practitioner controls their own notification cadence — instant, daily digest, or off.
Per-practitioner conversation visibility
Practitioners see only conversations involving their patients (configurable per role).
Audit trail with attribution
When a team member takes over a conversation, the dashboard logs who — useful for AHPRA-required communication audit trails.
What your patient sees
Patient (call): I’d like to speak to Dr Patel about my last visit. Robyn: Of course. Let me grab your number and have Dr Patel call you back. What’s the best number? Patient: 0412 345 678. Robyn: Perfect. Dr Patel will call you back within the day.(Behind the scenes: the email goes to
dr.patel@bondiphysio.com.au, not to reception@.)
Setup
Create a login per practitioner
Settings → Account & Logins → Create User.For each practitioner, enter:
- Full name (matched to PMS practitioner record automatically)
- Email address (the one they actually monitor)
- Role: Practitioner (sees own patients only) or Admin (sees everything)
Match logins to PMS practitioner records
Routiq matches practitioner names to the PMS practitioner list automatically. If a name doesn’t match (e.g. “Dr Lin” vs “Dr Eric Lin”):
- Clinic Setup → Practitioners
- Find the practitioner row
- Click Assign Login → pick the right user
Configure per-practitioner notification preferences
Each practitioner logs in and goes to Settings → My Notifications:
- Frequency — instant, hourly digest, daily digest, off
- Channel — email, mobile push (via Routiq app), or both
- Quiet hours — silence notifications outside configured times
(Optional) Restrict patient visibility
For larger clinics where practitioners shouldn’t see other practitioners’ patients:Settings → Account & Logins → choose a user → Patient Visibility:
- Their own — only patients with appointment history with this practitioner
- All — full clinic patient list
Roles and permissions
| Role | Patient visibility | Conversation visibility | Settings access |
|---|---|---|---|
| Owner | All | All (incl. taking over) | Full |
| Admin | All | All (incl. taking over) | Full except billing |
| Practitioner | Own (configurable) | Own + team-routed | Own preferences only |
| Reception | All | All (incl. taking over) | Patient + booking only |
| Read-only | All (configurable) | All (no take-over) | Read only |
Common questions
What if a practitioner has multiple variants of their name in the PMS (e.g. 'Dr Lin' and 'Eric Lin')?
What if a practitioner has multiple variants of their name in the PMS (e.g. 'Dr Lin' and 'Eric Lin')?
Robyn matches all variants to the same login as long as they’re mapped to the same practitioner record in your PMS. Configure variant aliases in Clinic Setup → Practitioners → Aliases.
Can a practitioner take over a conversation from Robyn?
Can a practitioner take over a conversation from Robyn?
Yes — for SMS, email, and widget. Open the live conversation in the dashboard, click Take over. The conversation is logged against your login from that point forward.
What if a patient asks for a practitioner who's no longer at the clinic?
What if a patient asks for a practitioner who's no longer at the clinic?
Robyn handles it gracefully — “Dr X isn’t currently practising at the clinic. Dr Y has been seeing their patients — would you like to book with them?”
Do part-time practitioners need their own login?
Do part-time practitioners need their own login?
Recommended yes — even part-time practitioners benefit from getting routed messages directly rather than through a shared inbox. Logins are per-account, not per-seat-priced.
Can a practitioner mute escalations during their day off?
Can a practitioner mute escalations during their day off?
Yes — Settings → My Notifications → Quiet Hours or temporary “Out of office” toggle. Conversations that would have routed to them fall back to the default escalation address.
Next
Human escalations
The full picture of where, when, and how Robyn hands off.
Patient segmentation
Slice your patient list by practitioner for per-practitioner reactivation campaigns.