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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 “AI receptionist” tools give you a chatbot with a phone number. Robyn is built differently — she handles the work a real receptionist does (booking, triage, follow-up), stays inside the safe lane for allied health by design, and gets out of the way the moment a patient needs a human.

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What Robyn is

Robyn is your clinic’s Reception Assistant — she assists the human team rather than replacing them. She handles the predictable, high-volume work (bookings, reminders, simple questions, recall outreach) so your front desk can focus on the patients who are physically in the room. She’s not a clinician. She doesn’t give medical advice, diagnose, or recommend treatments. Anything that crosses into clinical territory gets handed straight to a human on your team.

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What Robyn does

Books appointments

Reads real-time availability from your PMS, books straight into the calendar, recognises returning patients by phone number.

Reschedules and cancels

Patient asks; Robyn handles. Reschedules counted as reschedules in your reporting (not cancel-then-rebook).

Answers questions

From your knowledge base — directions, parking, opening hours, service descriptions, fees, cancellation policy.

Triggers recall sequences

Multi-touch outreach to lapsed patients, post-visit follow-ups, waitlist callbacks, invoice chasing.

Captures intake

New-patient details (name, DOB, contact, referral source) collected by voice or text, written straight into your PMS.

Routes to a human

Anything outside her scope hands off — call transfer, email notification, or per-practitioner routing.

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What Robyn escalates

By design, Robyn hands off to your team when:
  • A patient asks for clinical advice (“should I take ibuprofen?”, “is this normal after my treatment?”)
  • A patient describes a medical emergency or symptom requiring triage
  • A patient asks to speak to a specific practitioner by name
  • A patient expresses dissatisfaction or asks to make a complaint
  • A patient asks something the knowledge base doesn’t cover — Robyn flags it as a “knowledge gap” so you can add the answer next time
  • A patient explicitly asks for a human
You decide how escalations route — call transfer to a clinic line, email notification with the conversation summary, or hybrid (transfer in-hours, email out-of-hours). See Human Escalations.

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Built on behavioural science

Robyn’s outbound messages — reminders, follow-ups, recall sequences — are designed using behavioural-science principles around timing, reciprocity, and loss aversion. Not because we want her to manipulate patients, but because the alternative (generic “you’re overdue, book now” templates) consistently underperforms in the data. This is a knowledge layer, not a clinical layer. Behavioural science informs when and how Robyn nudges, not what care she recommends.

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What your patient experiences

Patient (call): Hi, I want to book an appointment with Dr Lin. Robyn: Sure — is this for a new visit or a follow-up? Patient: Follow-up. My knee. Robyn: Got it. Looking at Dr Lin’s diary — there’s a slot this Friday at 2pm or next Tuesday at 9am. Which works better? Patient: Friday’s good. Robyn: Done — booked you in for Friday 9th May at 2pm with Dr Lin at the Bondi rooms. You’ll get a confirmation text in a minute. Anything else?

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Designed for AHPRA compliance

Routiq is built to operate inside the lines AHPRA draws around clinical communication:
  • Robyn is described to patients as a virtual reception assistant, never a clinician
  • All clinical questions are escalated, not answered
  • All recall messaging is opt-out by default (STOP to unsubscribe)
  • Patient data stays inside your PMS and Routiq’s encrypted database — no third-party training, no data sale
  • Audit logs of every Robyn conversation are retained for compliance
See Security & Compliance for the full picture.

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Common questions

Robyn introduces herself by name. Most patients understand within the first few seconds that they’re talking to an assistant, and the conversations are designed to feel useful rather than to deceive. Patients who explicitly ask to speak to a human get routed to one.
Three layers of safety: (1) Robyn escalates anything she’s unsure about by design, (2) every conversation is transcript-logged and reviewable in the dashboard, (3) the knowledge-gap loop means questions she couldn’t answer get flagged for you to fix.
Yes. Voice (accent, pitch, speed) is configurable. Tone follows your knowledge base and a custom instructions field — you can make her warmer, more clinical, more concise, etc. You can also rename her if “Robyn” doesn’t fit your brand.
Robyn keeps answering calls and capturing intake; bookings queue and sync as soon as the PMS is reachable again. The patient never sees the outage.
No — that’s not the design. Robyn handles the predictable, high-volume work so your team can spend time on the patients in front of them. Most clinics use Robyn alongside reception, not instead of it.

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