# Subscription and credits
Source: https://docs.routiq.ai/billing/subscription-and-credits
One subscription for your clinic, priced per location, plus prepaid credits for texts. A credit is one SMS segment.
Routiq has two parts to pay for:
* **A subscription** for your clinic, priced for each location Robyn works at. Calls are included.
* **Credits** for the texts that go out. In the app's words: "1 credit = 1 SMS segment · 10c each · calls are included".
Billing lives on the **Account** page, under **Subscription**. Only an owner or admin can start a subscription or buy credits.
## Your free trial
**If you signed up yourself,** the trial starts when you add your card to get your number. It's 7 days free. "Card up front, charged on day 8. Cancel any time before then." You get your own Australian number and 200 free credits, about 100 texts.
**If Routiq set up your account,** your 7 days start the first time you sign in, and no card is needed to start. A banner shows how many days are left, with an **Add your card** button. If the trial ends without a card, Robyn stops sending until you add one.
## Start your subscription
You can start from **Get my number** on Home, **Start subscription** on the Account page, or **Add your card** on the trial banner. On the Account page you can choose **Monthly** or **Annual**.
"Which locations is Robyn working at?" Each site has a switch. You're billed for each location she works at, and the total shows before you pay. "Robyn won't book at sites you switch off." She needs at least one.
Press **Continue to payment** to add your card on Stripe's payment page. "Have a discount code? Add it on the payment page."
Your number usually appears within the hour.
## What uses credits
Every text that goes out uses credits: Robyn's replies, booking confirmations, rebooking messages, campaigns, texts after calls, and your team's replies in Chat. Texts that fail to deliver aren't charged. Calls use no credits.
A text is split into **segments**, and each segment is one credit:
| Text | One segment holds | Longer texts, per segment |
| - | - | - |
| Plain letters, numbers and punctuation | 160 characters | 153 characters |
| With an emoji or a special character, such as a curly quote | 70 characters | 67 characters |
A rebooking message with a booking link usually takes two segments, so it costs about 2 credits. When you edit a draft in the Message Queue, it shows the characters, SMS segments and credits it will use.
## Buy credits
On the **Account** page, under **Message credits**, pick a pack: **500 credits**, **2,000 credits** or **5,000 credits**, at 10c a credit. Each pack shows about how many rebooking texts it covers. You can buy credits while you have a subscription.
## Running low or out
* Under 200 credits, the Account page says "Running low. Top up to keep sends going."
* At zero, the credits button in the sidebar says **Top up**, and messages that can't go say "No message credits left — top up to send this one."
* With no credits, Robyn stops writing new rebooking drafts until you top up.
## Manage or cancel
Once you've subscribed, the Account page shows your price per location, how many locations you're billed for, and your next payment date. Press **Manage billing** to open Stripe's billing portal.
If your subscription is cancelled or a payment fails for good, sending stops. Your data isn't deleted.
To change how many locations you're billed for after you've subscribed, [contact us](/support/contact).
# Your voice line
Source: https://docs.routiq.ai/calls/voice-line
Robyn answers your voice line, takes a message for the team, and texts the caller back.
When a patient calls your clinic's Routiq number, Robyn answers and takes a message for your team. After the call she texts the caller back, so they can carry on by text and nobody is left waiting.
## What Robyn does on a call
* **She takes a message.** The caller tells her what they need, and the team gets it.
* **She doesn't book, move or cancel on the phone,** and she doesn't check the diary. Bookings happen by text afterwards.
* **She doesn't take payments** or card details over the phone.
* **She doesn't give medical advice** and doesn't transfer calls.
## Getting a voice line
Routiq sets up your voice line for you. [Contact us](/support/contact) to get started.
Your clinic has one Routiq number for calls and texts. You'll find it in **Settings**, then **Your clinic**, under **Number you text from**. Routiq issues it, so it can't be changed there.
## The text after every call
Shortly after a call, Robyn texts the caller from your number. She greets them by first name when she knows it, for example "Hi Sam, it's Robyn from Harbourside Podiatry.", and says in a sentence what she understood. Then she ends with one of these:
* "Reply with a day that suits and I'll find you a time." when the caller wants to book and Robyn can book for them by text.
* "The team will give you a call back when they're back in the clinic." when the caller asked for a call back.
* "The team has your message. You can reply here any time." for everything else.
If the caller didn't say anything, she sends: "Sorry we missed you just now. Reply here and we'll help."
Their reply lands in **Chat**, where Robyn or your team carries on the conversation. Each text uses credits, like any other message.
### When Robyn doesn't text back
Robyn only texts back when your clinic is **Live** and the setting below is on. She also skips a text when the caller:
* called from a landline, a 1300 or 1800 number, an overseas number or a withheld number;
* asked not to be texted, or said they were driving;
* has opted out of all messages;
* already got an after-call text in the last 30 minutes.
She also won't text if your clinic is out of credits or the send rules stop it. The call panel says why, for example "Not texted back · a landline".
### Turn it on or off
Go to **Settings**, then **Your clinic**, then **Phone calls**. The switch is **Text callers after a call**: "Robyn sends one text from your number after each call, saying the team has their message. Their reply lands in Chat." It's on to start with. Only an owner or admin can change it.
## The Calls page
Open **Calls** in the sidebar. Calls are grouped by day, with two tabs: **All calls** and **Needs action**.
| Column | What it shows |
| - | - |
| Time | When the call came in |
| Who | The patient's name, their number, or "Number withheld" |
| Wanted | The first thing the caller said, or the call summary. "Called, left no message" if they hung up. |
| SMS | **View chat** when the caller has a text conversation |
| Status | **Resolve**, or **Resolved** once someone has dealt with it |
Every new call starts in **Needs action**. Press **Resolve** when it's handled. To undo, hover over **Resolved** and press **Undo**.
### One call
Click a call to see:
* when it came in, how long it ran and the caller's number;
* whether Robyn texted back, for example "Texted back · 2:45 pm";
* **Wanted** and **Summary**;
* the transcript, line by line. Press **Transcript** to download it as a text file;
* **Play recording**, when a recording is held for the call. Recordings play from our voice provider. Routiq doesn't store or download them.
Press **Open chat** to go to the caller's text conversation.
## Call emails
When a call finishes, your team gets an email. Missed calls get one too. The subject names the caller, for example "Sam called · Harbourside Podiatry" or "Missed call from Sam · Harbourside Podiatry".
The email holds the call summary with the caller's surname removed and numbers hidden, and says whether Robyn texted them back. Press **Open this call** to see it in Routiq.
Call emails aren't in **Settings**, then **Notifications**. To change them, [contact us](/support/contact).
## On your iPhone
The Routiq iPhone app has a **Calls** tab with the same **All calls** and **Needs action** lists. Press and hold a call to **Resolve** it, **Call back** or **Open chat**. See [the iPhone app](/iphone/iphone-app).
# What Robyn does
Source: https://docs.routiq.ai/getting-started/introduction
Meet Robyn, your clinic's AI assistant. She texts your patients back, books them in, takes messages on your voice line, and brings back patients who are due.
Routiq gives your clinic Robyn, an AI assistant who works alongside your front desk. She answers patients by text from your clinic's own number, books them into your diary within your rules, and finds the patients who are due back and haven't rebooked.
## What she does
At any hour. She answers simple questions on her own and drafts the rest for your team to check.
Real times from your Cliniko or PracSuite diary. Nothing changes until the patient replies YES.
She answers your voice line, takes a message for the team, and texts the caller back.
She works out who's due back, drafts their texts, and sends them on your schedule.
## You stay in charge
* **Choose how she works.** Test, Assisted or Live. In Assisted, you approve every message before it sends. See [Operating mode](/robyn/how-robyn-texts#choose-how-robyn-works).
* **Pause her in any conversation.** Press **Pause Robyn** in Chat, and **Let Robyn reply** to hand it back.
* **She knows when to hand over.** When she shouldn't or can't answer, the conversation goes to **Needs a person** and your team is told.
* **She sticks to your facts and your rules.** She answers from [What Robyn knows](/robyn/what-robyn-knows) and never gives medical advice.
## Where your patients come from
Robyn works with **Cliniko** and **PracSuite**. No practice software? Import a **spreadsheet** so she can work out who's due back. Want to look around first? **Routiq Demo** is a sample practice you can try her on. See [Integrations](/integrations/overview).
## Where you work with her
* **On the web** at [robyn.routiq.ai](https://robyn.routiq.ai/sign-in).
* **On your iPhone,** with the Routiq app, in testing through TestFlight. See [the iPhone app](/iphone/iphone-app).
## Start here
From sign-up to your first messages going out.
Make an API key and paste it in.
Try Robyn on sample patients first.
So she answers in your words.
# Set up your clinic
Source: https://docs.routiq.ai/getting-started/set-up-your-clinic
From sign-up to your first messages going out, following the Set up card on Home.
There are two ways to start with Routiq. You can sign up yourself, or Routiq can set up your account for you and email you when it's ready. Either way, the **Set up** card on Home walks you through the rest.
## Sign up yourself
Go to [robyn.routiq.ai/sign-up](https://robyn.routiq.ai/sign-up). Fill in **Clinic name**, **Your name**, **Email** and **Password**, then press **Create clinic**. Your password needs at least 12 characters.
Routiq sends you a link. Click it to finish creating your clinic. It expires in an hour. Nothing arrived? Check your spam folder, then send it again.
Routiq sets up your clinic and takes you to **Home**. You're the clinic's owner.
Joining a clinic that already uses Routiq? Don't sign up. Ask its owner for an invitation.
## If Routiq set up your account
You'll get an email called "Your Routiq account is ready". Sign in with the link in it.
Your free trial starts the first time you sign in, and no card is needed to start. A banner shows how many days are left, with an **Add your card** button for owners and admins. If the trial ends without a card, Robyn stops sending until you add one.
## The Set up card
On Home, the **Set up** card shows how many steps are done. It goes away once they're all ticked.
Check your **Clinic name** and **Timezone**, then press **Save and continue**. In the app's words: "The name goes at the bottom of every message; the timezone decides when “9am” is."
Press **Connect practice software** to connect [Cliniko](/integrations/cliniko) or [PracSuite](/integrations/pracsuite). No practice software? Press **Upload a spreadsheet** to [import a CSV](/integrations/spreadsheet). Have your API key ready, or an export from your practice software.
Once your patients are in, this step shows how many came through and [who's due back](/reengagement/whos-due-back).
Pick the appointment type Robyn offers someone who hasn't been in before, or choose **Ask the patient**. You can change it later in **Settings**, under **Booking rules**. This step doesn't appear for spreadsheet clinics, because Robyn can't book from a spreadsheet.
Press **Get my number**. Choose the locations Robyn works at, then **Continue to payment** to add your card with Stripe. You get your own Australian number and 200 free credits, about 100 texts. Nothing is charged for 7 days, and you can cancel any time before then. Only an owner or admin can do this step.
Your number usually appears within the hour. Until it does, nothing is sent, so nothing goes out from the wrong number.
New to Routiq and want to look around first? Routiq can set your account up with [Routiq Demo](/integrations/routiq-demo), a sample practice you can try Robyn on.
## Invite your team
Go to the **Account** page, then **Team**. Under **Invite by email**, enter their email, choose **Staff** or **Admin**, and press **Send invite**. They get an email, set a password, and land in your clinic. Until they first sign in, the team list shows them as "invited". Only an owner or admin can invite.
| Role | What they can do |
| - | - |
| Owner | Everything. The person who created the clinic. |
| Admin | Settings, integrations, billing and inviting people, as well as the day-to-day work. |
| Staff | Day-to-day work: reply in Chat, approve messages, resolve calls, export the Patient List. Staff can't change settings. |
| Read only | Look, but not change or send anything. |
You can't remove someone or change their role in the app. [Contact us](/support/contact) and we'll do it.
## Then
Fill in What Robyn knows, so she answers in your words.
Services, Practitioners and Booking rules.
Test, Assisted or Live.
Chat, Calls and the Message Queue in your pocket.
# Video guides
Source: https://docs.routiq.ai/getting-started/video-guides
Short how-to guides and tours of the Routiq workspace, in one place.
Short videos to help you get set up and find your way around. Each one has a written guide too.
The workspace tours were recorded in late September 2026. A few screens have changed a little since, so if something looks different, the written guide beside each video is up to date.
## How-to guides
Step-by-step guides for getting set up.
### Connect Cliniko
Make an API key in Cliniko, paste it into Routiq, and see what Robyn reads. [Read the guide](/integrations/cliniko).
### Connect PracSuite
Make a PracSuite API key with the right access, paste it into Routiq, and see what Robyn reads. [Read the guide](/integrations/pracsuite).
### Try Robyn on Routiq Demo
Try Robyn on sample patients, then move to your real ones. [Read the guide](/integrations/routiq-demo).
### Teach Robyn your clinic
Fill in What Robyn knows, add your must-know rules, and check Robyn's rules. [Read the guide](/robyn/what-robyn-knows).
### Connect from your iPhone
Make the key on your phone and connect from the Routiq app. [Read the guide](/iphone/iphone-app).
## Start here
Three quick overviews of how Robyn fits into your day.
### When a patient texts
Follow a patient message into Chat and see how your team can pick up the conversation. [Read more](/robyn/chat).
### After every call
See the call summary and follow-up together in the Calls screen. [Read more](/calls/voice-line).
### Robyn follows your rules
A quick look at the clinic instructions that guide Robyn's work. [Read more](/robyn/what-robyn-knows).
## Robyn on your iPhone
Two views of the app, for the moments you're away from your desk.
### The iPhone app
Take a tour of the Robyn workspace on iPhone. [Read more](/iphone/iphone-app).
### The iPhone app · portrait tour
Watch the iPhone tour in a full-height portrait view. [Read more](/iphone/iphone-app).
## Find your way around
One short tour for each screen. Choose what you need today.
### Home
Get your bearings with an overview of the Home screen. [Read more](/reengagement/whos-due-back).
### Chat
Read conversations and see where your team can step in. [Read more](/robyn/chat).
### Calls
Find call summaries and see what happened after the call. [Read more](/calls/voice-line).
### Patient list
Find a patient and explore their place in the workspace. [Read more](/patients/patient-list).
### Practitioners
See the practitioners connected to your clinic. [Read more](/robyn/booking).
### Robyn's rules
Find and manage the instructions your clinic gives Robyn. [Read more](/robyn/what-robyn-knows).
### Message queue
See the messages waiting for review before they go out. [Read more](/reengagement/message-queue).
### Message log
Follow the outcome of messages from the message log. [Read more](/reengagement/message-log).
### Integrations
See where your practice system connects to Robyn. [Read more](/integrations/overview).
### Subscribe
Take a look at the subscription screen and location choices. [Read more](/billing/subscription-and-credits).
# Connect Cliniko
Source: https://docs.routiq.ai/integrations/cliniko
Make an API key in Cliniko, paste it into Routiq, and see what Robyn has read.
Connect Cliniko and Robyn can read your patients and your diary. From then on she can find real times, book, move and cancel within your rules, and work out who's due back.
## Before you start
* **In Routiq**, you need to be an owner or admin of your clinic. Only they can open the Integrations page.
* **In Cliniko**, sign in as the owner or an admin. Cliniko says "The API key will have the same permissions as the user it belongs to", so a key made by an admin can see everything Robyn needs.
* **Check online bookings in Cliniko.** Robyn only offers and books appointment types that are shown in Cliniko's online bookings, and she keeps to their online-booking lead times. She doesn't book group appointment types.
## Make an API key in Cliniko
These steps follow Cliniko's own guide, [Generate a Cliniko API key](https://help.cliniko.com/en/articles/1023957-generate-a-cliniko-api-key).
In Cliniko, click **My info**, under your name at the bottom left.
In the **API keys** section, set the switch that lets you create and use API keys to **Yes**. Press **Update user**, then confirm it's you with your password or passkey.
Press **Manage API keys**, then **Add an API Key**. Name it "Routiq" so you know what it's for later, and press **Create API Key**.
Copy the key before you press **Done**. Cliniko only shows it once.
## Connect it in Routiq
In Routiq, open **Integrations** in the sidebar, then **Cliniko**.
Paste it into **Your Cliniko API key**, where it says "Paste it here".
Routiq checks the key with Cliniko before it saves it. In the app's words, it's "stored sealed — nobody here can read it back." You'll see "Cliniko connected. The first import is queued."
You don't need to pick a Cliniko region. Routiq works it out from the key.
If Cliniko refuses the key, Routiq shows the reason, with Cliniko's own words underneath. The key isn't kept when that happens, so paste it again to retry.
## Watch Robyn read your patients
A green banner says "Robyn is importing your patients from Cliniko now." The first import usually takes a minute or two, and the page updates itself.
Under **What Robyn has read**, each row shows how much came through and when: patients, appointments, practitioners, locations and appointment types. "Each of these is read on its own, so one refusing does not stop the rest." The **Import log** below it lists every pass Robyn has made, newest first.
When she's finished, you'll see "Robyn has read your patients from Cliniko." Press **See who's due back** to go to Home, where the patients who are due back are already counted.
## After you connect
* **Robyn keeps up on her own.** "Robyn checks it for changes every fifteen minutes on her own." To check sooner, press **Check for changes** on the Cliniko page. Patients deleted in Cliniko stop being texted after Robyn's regular check for removals.
* **Your timezone.** Robyn uses the timezone in Cliniko's account settings to read availability. Most Australian clinics can leave it as it is. To change it, use **Booking timezone** on the Cliniko page.
* **Prices.** The price of each visit comes from Cliniko. You can type over a price in **Settings**, then **Services**. Your price wins.
* **What Robyn writes back.** Only appointments: she books, moves and cancels. She never creates or changes patient records. When she cancels, Cliniko shows the note "Cancelled at the patient's request."
## If something goes wrong
The Cliniko page tells you what happened. These are the most common:
| What you see | What to do |
| - | - |
| "The key stopped being accepted. Keys inherit the person who made them — if theirs was revoked or they left the practice, mint a fresh one and reconnect." | Make a new key in Cliniko and connect again. |
| "The key works but isn't allowed to read what Robyn needs. A key made by an admin user sees more." | Make the key from an owner or admin login in Cliniko. |
| "The other system asked us to slow down. Robyn backs off and retries on her own." | Nothing. Robyn tries again. |
| "The other system couldn't be reached. Robyn keeps trying on her own." | Nothing, unless it lasts. Then [contact us](/support/contact). |
## Change the key or disconnect
There's no separate "update key" step. To use a new key, disconnect, then connect again with the new one.
On the Cliniko page, press **Disconnect**, then confirm. Robyn stops checking, and the key you pasted is destroyed. Reconnecting asks for it again. Nothing already imported is deleted. Press **Keep it** if you change your mind.
To stop the key working on Cliniko's side too, archive it in Cliniko under **Manage API keys**.
## Next
What Robyn found in your appointment book.
What Robyn may book, move and cancel.
# Where your patients come from
Source: https://docs.routiq.ai/integrations/overview
Connect the system you book in, so Robyn can read your patients and your diary.
Robyn needs your patients and your diary before she can book or bring anyone back. You connect them on the **Integrations** page: "Where Robyn reads your patients, your calendar, and what she writes back to."
## Choose one source
Under **Where your patients come from**, the app says: "One at a time. Pick the system you book in, or bring a spreadsheet if you don't have one. To change later, disconnect the current one first."
Patients and the diary. Paste an API key.
"Patients and the diary, straight from PracSuite." Paste an API key with the right access.
Sample patients and a diary that's fresh every day, so you can try Robyn first.
"Upload a patient or leads list from a spreadsheet." For clinics without practice software.
Other systems on the Integrations page say "Not available yet". They can't be connected.
## What Robyn reads, and what she writes
From Cliniko or PracSuite, Robyn reads your patients, appointments, practitioners, locations and appointment types, with each type's price where your key allows it. After the first import, she checks for changes every fifteen minutes on her own.
She writes back only to book, move or cancel an appointment, and only within the rules you set in **Settings**. She never creates or changes patient records.
A spreadsheet gives Robyn a list of people and when they last came in. She uses it to work out who's due back. There's no diary in a spreadsheet, so she can't book from one.
## Who can connect
Only an owner or admin can open the Integrations page, paste a key or disconnect. Anyone else sees "Connections are managed by admins" and a note to ask whoever runs the practice.
## Your key is kept sealed
Routiq checks each key with your practice system before it saves it. Once saved, it's "stored sealed — nobody here can read it back." If you disconnect, the key is destroyed. Reconnecting asks for it again.
## Switching systems
To move from one system to another, disconnect the current one first. In the app's words: "Disconnecting stops Robyn reading anything new. Patients already imported stay where they are, and nothing is deleted."
Moving from Routiq Demo is different. Connect Cliniko or PracSuite and Robyn moves to your real patients. See [Routiq Demo](/integrations/routiq-demo).
# Connect PracSuite
Source: https://docs.routiq.ai/integrations/pracsuite
Make a PracSuite API key with the right access, paste it into Routiq, and set up booking.
Connect PracSuite and Robyn can read your patients and your diary. She uses them to find real times, book, move and cancel within your rules, and work out who's due back.
## Before you start
* **In Routiq**, you need to be an owner or admin of your clinic. Only they can open the Integrations page.
* **In PracSuite**, you need access to the API settings.
## Make an API key in PracSuite
The connect panel in Routiq gives the path: "In PracSuite: Settings → Integrations → API. Turn on Enable API Integrations, then add a key for Routiq with the access below."
Give the key this access. Routiq shows the same list under the key field.
| Access | Level | Why |
| - | - | - |
| Appointment Data | Write | "so Robyn can book, move and cancel" |
| Patient Data | Read | |
| System Data | Read | |
| Billing items | Read | Optional. Usually under Financial Data. It "lets Robyn quote your prices. Routiq only reads the fee list, never invoices or payments." |
Save the key in PracSuite, then copy it.
PracSuite's screens can vary, which is why the app says billing items are "usually" under Financial Data. If your screen looks different, give the key the closest match and [tell us](/support/contact).
## Connect it in Routiq
In Routiq, open **Integrations** in the sidebar, then **PracSuite**.
Paste it into **Your PracSuite API key**, where it says "Paste it here".
Routiq checks the key with PracSuite before it saves it. It's "stored sealed — nobody here can read it back." You'll see "PracSuite connected. The first import is queued."
If PracSuite refuses the key, Routiq shows the reason, with PracSuite's own words underneath. The key isn't kept when that happens, so paste it again to retry.
A green banner says "Robyn is importing your patients from PracSuite now." The first import usually takes a minute or two, and the page updates itself. Under **What Robyn has read**, each row shows how much came through and when: patients, appointments, practitioners, locations and appointment types. The **Import log** lists every pass Robyn has made, newest first.
## If you see "Prices hidden"
If the key can't read billing items, the PracSuite card says "Prices hidden." and the appointment types row says "Prices hidden: your PracSuite key can't read billing items."
To fix it, edit Routiq's key in PracSuite (**Settings → Integrations → API**) and let it read billing items, usually under Financial Data. Prices come through on the next import.
## Set up booking
Robyn can read PracSuite as soon as it connects. She can't book into it until an owner or admin saves the booking review settings on the PracSuite page.
Under **Booking timezone**, check **PracSuite tenant timezone**. PracSuite doesn't name a timezone, so Routiq starts from your clinic's own. Most Australian clinics can leave it as it is. To change it, pick another and press **Use this timezone**.
Under **PracSuite AI booking review settings**, choose a **PracSuite review status** and enter your **Allowed appointment columns** (up to 32 column numbers, separated by commas). Check both in PracSuite first. Tick "I have verified this review status and these allowed columns in PracSuite." and press **Save PracSuite booking settings**.
Robyn only books into the columns you allow. Every booking she makes or moves in PracSuite carries the review status you chose and a note your team can see. A new booking's note starts:
> AI CHAT BOOKING (Robyn): PLEASE REVIEW & CONFIRM.
As the panel says, saving these settings "does not enable automatic booking or send an SMS". Robyn only replies to patients on her own when your clinic is Live.
Robyn books, moves and cancels for patients who are already in PracSuite. She never creates new patients in PracSuite. Every appointment type that isn't archived in PracSuite can be offered, unless you switch it off in **Settings**, then **Services**.
## After you connect
* **Robyn keeps up on her own.** "Robyn checks it for changes every fifteen minutes on her own." To check sooner, press **Check for changes** on the PracSuite page.
* **Prices.** The price of each visit comes from PracSuite's billing items. You can type over a price in **Settings**, then **Services**.
## Change the key or disconnect
There's no separate "update key" step. To use a new key, disconnect, then connect again with the new one.
On the PracSuite page, press **Disconnect**, then confirm. Robyn stops checking, and the key you pasted is destroyed. Nothing already imported is deleted. Press **Keep it** if you change your mind.
## Next
What Robyn found in your appointment book.
What Robyn may book, move and cancel.
# Try Robyn with Routiq Demo
Source: https://docs.routiq.ai/integrations/routiq-demo
Try Robyn on sample patients, then move to your real ones without losing your setup.
Routiq Demo is a sample practice, so you can try Robyn before you connect your own system. Its patients are made up and its diary is fresh every day. In the app it sits on the **Integrations** page with a **Sample patients** pill: "Fresh every day, for trying Robyn first."
Routiq sets up Routiq Demo for you. You can't add it yourself from the Integrations page. If you'd like to try it, [contact us](/support/contact). Or connect your own system straight away.
## What's in it
The sample practice has two sites, three practitioners, six appointment types with prices, and about 300 made-up patients. A new diary is made every day, and bookings made in it are cleared away after midnight.
## Try Robyn
* **Text her.** When we set up Routiq Demo, we can add your own mobile as one of its patients. Then text your clinic's Routiq number and ask for an appointment. Robyn offers times from the sample diary and books the one you pick. You'll see the conversation in **Chat**.
* **See who's due back.** On **Home**, Robyn counts the sample patients who are due back.
* **Look at the drafts.** Robyn drafts texts for those patients in your **Message Queue**. None of them go out, because the sample patients' numbers are made up. Their drafts say "Demo patient: their number is made up, so nothing is sent."
## Move to your real patients
When you're ready, open **Routiq Demo** on the Integrations page and find **Ready for your real patients?** Press **Connect Cliniko** or **Connect PracSuite**, then follow the steps for [Cliniko](/integrations/cliniko) or [PracSuite](/integrations/pracsuite).
Here's what happens when your system connects:
| Stays | Goes |
| - | - |
| Your number | The sample patients |
| Your voice line | Their bookings |
| Your settings and credits | Your choice of first visit for new patients |
| What Robyn knows | |
In the app's words: "Your number, voice line, settings and what Robyn knows all stay. The sample patients and their bookings are cleared away." Because the first visit belonged to the sample practice, the **Set up** card on Home asks you to choose it again from your own appointment types.
If your system refuses the key, nothing changes. Routiq Demo stays as it was until a key works.
Routiq Demo moves aside for Cliniko or PracSuite. A spreadsheet can't take over from it. If you don't use Cliniko or PracSuite, [contact us](/support/contact).
# Import a spreadsheet
Source: https://docs.routiq.ai/integrations/spreadsheet
No practice software? Upload a CSV of patients so Robyn can work out who's due back.
If your clinic doesn't use Cliniko or PracSuite, you can upload a list of patients instead. The app asks for "A CSV with a name, a mobile number, and the date they last came in. You choose what each column means, and nothing is imported until you say so."
A spreadsheet has no diary, so Robyn can't book from it. She uses it to work out who's due back and to draft their texts in the Message Queue.
## Before you start
* You need to be an owner or admin.
* Save your list as a CSV file. Excel files won't open: save as CSV first.
* Up to 20,000 rows and 8 MB.
* You can't upload a spreadsheet while Cliniko, PracSuite or Routiq Demo is connected.
## Import your list
Open **Integrations**, then **A spreadsheet**. You can also press **Upload a spreadsheet** in the **Set up** card on Home.
Drop your file where it says "Drop your patient export here", or pick it from your computer. Nothing is imported yet.
Tell Robyn what each column holds. She suggests matches first, so check each one. Any column she doesn't recognise says **What is this?**. Pick what it means, or leave it. Nothing imports on a guess.
Robyn shows how many people will be imported, how many are ready to text, and how many come with a note, such as a missing mobile. When it looks right, press the **Import** button. It shows the count, for example "Import 1,284".
You'll see how many patients were imported.
## Columns Robyn understands
| Column | Notes |
| - | - |
| First name, Last name or Full name | One name is enough. |
| Mobile | Needed to text anyone. |
| Last visit | Needed to work out who's due back. |
| Email, Date of birth | Optional. |
| Visits so far, Appointment type, Practitioner | Optional. They help Robyn understand each patient. |
| Appointment price, Total spent | Optional. Appointment price sets the price of each type. |
| Do not contact | Optional. Robyn won't text these people. |
## Uploading a new version
An upload replaces the whole list. It doesn't add to it. Before you import, Robyn tells you how many people in her list aren't in the new file. "Importing stops them being contacted."
To upload a new version, open **A spreadsheet** on the Integrations page, press **Disconnect**, then import the new file.
# The Routiq iPhone app
Source: https://docs.routiq.ai/iphone/iphone-app
Chat, Calls, the Message Queue and Integrations on your iPhone, through TestFlight.
The Routiq iPhone app puts your clinic's conversations, calls and Message Queue in your pocket. It's in testing, through Apple's TestFlight.
## Get the app
The app is available by invitation through TestFlight. To get an invitation, [contact us](/support/contact). Then install TestFlight from the App Store and open the invitation on your iPhone.
Sign in with your own Routiq email and password. Forgotten your password? Reset it on the web at [robyn.routiq.ai](https://robyn.routiq.ai/sign-in), then sign in on your phone.
## What's in it
The app has five tabs along the bottom.
| Tab | What you can do |
| - | - |
| Home | See what **Needs you**, how re-engagement is going, and how many patients were messaged and booked after a message. |
| Chat | Search patients, see **All** or **Needs a person**, and reply. Press **Pause Robyn** to stop her in a conversation, or **Take it** when one is waiting for a person. On Robyn's drafts, press **Approve**, **Send now** or **Edit**. |
| Calls | See **All calls** or **Needs action**. Press and hold a call to **Resolve** it, **Call back** or **Open chat**. Open one for the summary, the transcript and the recording. |
| Queue | The **Message Queue**: **Drafts**, **Queued**, **Sent** and **Booked back**. Approve drafts, or switch on **Approve drafts for me**. |
| More | **Diary**, the **Message Log**, **Integrations**, **Settings**, **Account** and **Leave feedback**. |
"Send now" on a draft sends it straight away: "This goes to the patient straight away, even outside the clinic's sending hours."
The Patient List, Campaigns and billing stay on the web app at [robyn.routiq.ai](https://robyn.routiq.ai). So do the send window and daily pace for rebooking messages. In the app's words: "This phone reads them; it does not change them."
## Connect your practice system from your iPhone
In Safari, sign in to Cliniko or PracSuite and make an API key, the same way as on a computer. See [Cliniko](/integrations/cliniko#make-an-api-key-in-cliniko) or [PracSuite](/integrations/pracsuite#make-an-api-key-in-pracsuite). Copy it.
In the Routiq app, tap **More**, then **Integrations**, then **Cliniko** or **PracSuite**.
Paste the key into **Your Cliniko API key** (or PracSuite) and tap **Connect Cliniko** (or **Connect PracSuite**).
Robyn starts reading straight away. Open the connection to see what she has read, or tap **Check for changes**.
Only an owner or admin can connect. Anyone else sees "Connections are managed by admins". Disconnecting and importing a spreadsheet are on the web app.
## Notifications
The iPhone app doesn't send push notifications. Your team gets alerts by email, set in **Settings**, then **Notifications**, on the web. See [alerts](/robyn/chat#alerts).
## Feedback
Tap **More**, then **Leave feedback** to tell the Routiq team what's working and what isn't.
# Opt-outs and unsubscribing
Source: https://docs.routiq.ai/patients/opt-outs
How patients stop marketing texts, what that covers, and what still gets through.
Any patient can stop your rebooking and campaign texts. Routiq records it and keeps to it.
## What opting out stops
Opting out stops **marketing texts**: rebooking messages and campaigns, to every number the patient has.
It doesn't stop Robyn replying when they text you, or texting them after they call. Booking messages, like a confirmation after they book, still go too.
## Three ways to opt out
### They reply STOP
A patient who replies with one of these words is opted out: **STOP**, **STOPALL**, **STOP ALL**, **UNSUBSCRIBE**, **OPT OUT** or **OPTOUT**. Phrases such as "please stop", "stop texting me" and "remove me from your list" work too. Robyn also watches for sentences that mean the same thing, like "wrong number".
CANCEL, END and QUIT don't opt anyone out. Routiq doesn't send a reply to confirm a STOP.
### They use the unsubscribe link
Rebooking and campaign texts can end with an unsubscribe link. It opens a page that asks "Stop marketing texts from" your clinic. One tap on **Yes, stop the texts** and they're done: "Done. No more marketing texts from" your clinic.
### Your team opts them out
In **Chat**, open the conversation, then **More**, then **Opt out**. The app asks "Stop all rebooking texts to this number?" and reminds you "Robyn can still answer if they text." The header then shows "Opted out", who did it and when. Owners, admins and staff can do this.
## The unsubscribe link
Routiq sets up your clinic's unsubscribe link for you. Until it's set, the app says: "Messages carry no unsubscribe line yet. Routiq sets this up for you. Patients can still text STOP." You'll find this in **Settings**, then **Your clinic**, under **Link host code**.
Once it's set, the link is added to every rebooking and campaign text, and it can't be taken off.
## Seeing who's opted out
* **In Chat:** the conversation header says "Opted out".
* **In the Patient List export:** the **Opted out of texts** column.
## Opted-out patients stay opted out
Routiq keeps an opt-out permanently, because forgetting it would text them again. It stays even if you disconnect your practice system.
There's no way to undo an opt-out in the app. If a patient asks to get your texts again, [contact us](/support/contact).
# The Patient List
Source: https://docs.routiq.ai/patients/patient-list
Everyone in your book, grouped by how overdue they are, with a CSV export.
The **Patient List** shows "Everyone in your book, grouped by how overdue they are." Open it from the sidebar, under **Reengagement**.
## What you see
The top line counts who's due back and who's in your book. Patients are listed highest score first, with these columns:
| Column | What it shows |
| - | - |
| Patient | Their name. |
| Treatment | Their usual appointment type. |
| Practitioner | Who they usually see. |
| Score | Robyn's ranking, 0 to 100. See [who's due back](/reengagement/whos-due-back). |
| Last visit | When they last came in. |
| Due | For example "12d overdue", "due now" or "due in 5d". |
You can add **Birthday**, **Visits**, **Contacted** and **Phone** from **Filters**, under **Columns**.
Type in **Filter the list...** to find someone by name. The screen shows up to 2,000 patients at a time, highest score first, and the search covers those.
## Filters
Press **Filters** to narrow the list.
* **Show** changes what you see. It doesn't change what Robyn does.
* **Tiers** is different: it's "a setting, not a view". It decides which groups Robyn may write to at all.
* **Services** narrows the list to certain appointment types.
* **Upcoming birthdays only** shows patients with a birthday coming up.
## Add patients to the queue
Tick the patients you want and press **Add to queue**. Robyn drafts a message for each one straight away. See [the Message Queue](/reengagement/message-queue#add-patients-yourself).
## Export to a spreadsheet
Press **Export**, beside **Filters**. You get a CSV file named for today's date, with everyone in the list as you've filtered it. That includes patients already in the queue, and goes beyond the 2,000 on screen.
The file has these columns: First name, Last name, Mobile, Email, Group, Reason, Score, Treatment, Practitioner, Last visit, Days overdue, Visits, Birthday, Queue status, and Opted out of texts.
Check **Opted out of texts** before you contact anyone from the file. These patients asked not to get marketing texts.
Owners, admins and staff can export. A read-only login sees "Your login is read-only, so it can't export the list." Every export is recorded: who, when and how many patients.
# Campaigns
Source: https://docs.routiq.ai/reengagement/campaigns
Write to a group of patients you choose, or send one message to everyone.
Rebooking runs on its own every day. A **campaign** is something you start yourself: a run of messages to a group you choose. The **Campaigns** page lists "Everything Routiq sends on your behalf, in one list."
Only an owner or admin can start, edit, pause or delete a campaign.
## The Campaigns page
Open **Campaigns** in the sidebar. You'll see three groups:
* **Always on:** the Rebooking run for patients who are due back.
* **Your campaigns:** the ones you've started, with a status such as **Draft**, **In progress**, **Needs you** or **Paused**.
* **Finished:** campaigns that are **Done**.
Each campaign can be paused, resumed or retried from its row. Its **More** menu has **Edit campaign** and **Delete campaign**.
## Start a campaign
Press **New campaign**. The app's promise: "Robyn drafts, you approve every word."
Describe who you want to write to, or press a suggestion such as **Only came once**, **Away 6+ months**, **Just the 30 longest away** or **Everyone**. A campaign can reach up to 500 people. Press **Continue with these people**; the button shows how many.
Robyn sorts them into groups: **Been away a long time**, **Slipping away**, **Overdue** and **Due about now**. Choose the groups to include, then press **Approve these groups**.
For each group, tell Robyn what to say, and anything the message must include. Press **Approve prompts**.
Pick a pace: **Steady** (14 a day), **Faster** (22 a day) or **As fast as allowed** (50 a day). Press **Start**.
Press **Open the queue**. Robyn's drafts wait in the [Message Queue](/reengagement/message-queue) for you to approve.
## One message to everyone
For news that goes to all your patients, choose **One message to everyone instead?** when you start a campaign. You write one message, pick who gets it (**Seen in the last year**, **Seen in the last 2 years** or **Everyone**), and see what it will cost in credits before anything sends. Then press **Schedule**.
A message to everyone doesn't wait for approval message by message. Check it carefully before you schedule it.
## What every campaign follows
Campaign messages, including messages to everyone, follow the same [sending rules](/reengagement/message-queue#sending-rules) as rebooking messages. They go between 8am and 8pm, skip anyone texted in the last three days, and skip anyone who has opted out. Each campaign texts a patient once.
# The Message Log
Source: https://docs.routiq.ai/reengagement/message-log
What was sent, what came back, and why a message didn't go.
The **Message Log** shows your rebooking and campaign messages after they've gone: "What was sent, and what came back." Open it from the sidebar, under **Reengagement**.
## What it shows
Each message has a status:
| Status | Meaning |
| - | - |
| Booked | The patient booked after it. |
| Replied | The patient wrote back. |
| Delivered | It reached their phone. |
| Not delivered | The carrier couldn't deliver it, for example "Their phone could not be reached." |
| Waiting | It's on its way. |
Use the chips at the top to filter: **Everything**, **Booked**, **Wrote back**, **Delivered**, **Not delivered** and **Waiting**.
The **Results** panel adds it up, from "went out" and "reached a phone" to "wrote back" and "booked in", including how many Robyn booked herself.
The log shows the most recent 200 messages. Replies Robyn sends in Chat, and one-off messages to everyone, aren't in it.
## Why a message didn't go
Every message that was stopped says why. These are the reasons you'll see:
| The app says | What to do |
| - | - |
| "No message credits left — top up to send this one." | Buy credits on the Account page. |
| "Today's send limit is reached — they keep their place for tomorrow." | Nothing. It goes tomorrow. |
| "We've messaged them in the last few days — this one waits." | Nothing. It waits. |
| "Sends go between 8am and 8pm clinic time — pick a time inside that." | Pick a time inside the window. |
| "This patient has opted out of messages on this channel." | Nothing. They asked not to be texted. |
| "This number is on your do-not-contact list." | Nothing. |
| "Already booked. Not sent." | Nothing. They've already booked. |
| "No mobile number on file for this patient." | Add a mobile in your practice system. |
| "The account is in test mode, so nothing leaves the building." | Change Operating mode in Settings. |
| "Demo patient: their number is made up, so nothing is sent." | Nothing. It's a Routiq Demo patient. |
| "Someone here took this one out before it went." | Nothing. Someone on your team removed it. |
## Every message, in Settings
For a full count, go to **Settings**, then **Outbound message log**: "Every message written on this account — what went out, what failed, and what was stopped before it left." It shows how many **Went out**, **Failed on the way** and **Never left**, with the reasons grouped under "Never left, and why".
# The Message Queue
Source: https://docs.routiq.ai/reengagement/message-queue
Check Robyn's drafts, approve them, or let her send on autopilot.
The **Message Queue** is where Robyn's messages wait before they go out. It holds three kinds:
* **Rebooking** drafts for patients who are [due back](/reengagement/whos-due-back);
* drafts from your [campaigns](/reengagement/campaigns);
* **Replies:** answers Robyn wrote to patients' texts that need your OK first. They're approved one at a time.
## Review or autopilot
The strip at the top says how the queue is running:
| It says | What happens | Button |
| - | - | - |
| "Review is on." | "Robyn writes, you approve, she sends", with how many a day and when. | **Turn on autopilot** |
| "Autopilot is on." | Robyn approves and sends on her own, and says when the next batch goes. | **Pause** (campaigns only) |
| "Paused." | "Nothing goes out until you resume." | **Resume** |
Autopilot only sends when your clinic is **Live** in Operating mode. On autopilot, a wording check reads Robyn's drafts first, and anything it holds waits for you: "The wording check held this one for you to read first."
## The tabs
| Tab | What's in it |
| - | - |
| Drafts | Messages waiting for your OK. |
| Queued | Approved messages and when they'll go, under "Going out" or "Sending now". |
| Sent | What went out, over the last 24 hours, 7 days, 30 days or all time. |
| Booked back | Patients who booked after a message. |
## Approving drafts
Click a draft to open it. The pane shows the message and three more views: **Journey**, **Score** and **Prompt**, which explain who the patient is and why Robyn chose them.
* **Send today** or **Send tomorrow** approves it. "Send today" only shows while a send would still land between 8am and 8pm.
* **Edit message** lets you change the words. Press **Save message**. Under the text you'll see the characters, SMS segments and credits it will use.
* **Quick adjustments** turn the booking link on or off. If your clinic has an [unsubscribe link](/patients/opt-outs#the-unsubscribe-link), it's added for you and can't be removed.
* **Other**, then **Skip this one**, takes the patient out. Pick a reason: "Not now", "Already rebooked with us", "Wrong person or number", "Too soon after their last visit" or "Something else".
To approve everything at once, press **Approve all**. "Nothing sends now. They move to Scheduled and start going out at" your send time, "a few seconds apart". You can also **Send all now**.
In **Queued**, press **Send now** to send one straight away, or **Take out of the queue** to stop it. When a message shows "Sending now — this one can't be recalled.", it's too late to stop.
## Add patients yourself
In the [Patient List](/patients/patient-list), tick the patients you want and press **Add to queue**. Up to 50 at a time. Robyn drafts them straight away: "drafted and waiting for you".
Robyn still skips anyone with no mobile, anyone who's opted out, anyone with a booking coming up, anyone texted in the last three days, and anyone this campaign has already written to.
## Settings for rebooking messages
Two panes in **Settings** shape rebooking messages. Only an owner or admin can change them.
* **Rebooking messages:** "How she writes to lapsed patients: the tone, the sign-off, and one brief per risk tier." Robyn writes from what she knows about each patient: their name, their usual treatment, who they saw and that they're due. You can add your booking link here too.
* **Rebooking schedule:** "When those messages go out, and how many in a day." The same controls open from **Automation settings** in the queue.
| Setting | What it does |
| - | - |
| Reengagement automation | Turns rebooking on or off. Turning it off closes the run for everyone already in it, and can't be undone. |
| Messages a day | "Robyn keeps this many messages drafted and ready, and up to this many go out each day." Up to 100; 20 to start. |
| Sends at | The time the day's messages start going, between 8am and 8pm. |
| On these days | Weekdays to start with. |
| Approve them for me | "Drafts skip your review and join the send queue on their own." This is autopilot. |
## Sending rules
These always apply to rebooking messages and campaigns:
* Messages only go out between 8am and 8pm, your clinic's time.
* They leave a few seconds apart.
* Nobody gets a new rebooking or campaign text within three days of the last one.
* Routiq sets a daily limit for your clinic. When it's reached, patients keep their place for tomorrow.
* Each campaign texts a patient once. There are no automatic follow-ups.
If a message can't go, it says why. For example: "Today's send limit is reached — they keep their place for tomorrow." or "No message credits left — top up to send this one." See the [Message Log](/reengagement/message-log) for every reason.
## When patients reply
A reply to a rebooking message goes to **Chat**, where Robyn or your team answers it. In the queue the row says "They replied. Answer them in Chat." with an **Open thread** link.
With no credits left, Robyn stops writing new drafts and approved messages can't go. Top up before you approve a batch. See [credits](/billing/subscription-and-credits).
# See who's due back
Source: https://docs.routiq.ai/reengagement/whos-due-back
How Robyn works out which patients are due back, and how to switch on re-engagement.
Robyn reads your appointment book and finds the patients who are due back and haven't rebooked. She writes to them for you. The overdue ones land in your [Message Queue](/reengagement/message-queue), drafted and waiting.
## How Robyn decides who's due
Every patient has a **window**: how many days after a visit they should come back.
* The window comes from the appointment type the patient has had most often. Set it per type in **Settings**, then **Services**, under **When should patients come back?** (7 to 365 days).
* Types without their own window use your clinic's window. It starts at 90 days.
Then Robyn puts each patient in a group:
| Group | Who's in it |
| - | - |
| On track | Inside their window, or they have a booking coming up. |
| Nudge now | Just past their window, inside a short grace period. |
| Going quiet | Past the grace period. |
| Critical | Well past the grace period. |
| Lost | By default, more than a year since their last visit. |
| Not scored yet | No visit on file, so Robyn can't tell when they're due. |
The grace period is about a quarter of the window, and never less than 7 days or more than 45.
Each patient also gets a **score** from 0 to 100, highest first. It's Routiq's view of who is drifting rather than merely due. In the app's words: "It is a ranking aid, not a probability: use it to choose between two patients, not to decide whether to contact one."
## On Home
Once your patients are in, **See who's due back** on Home shows:
* the window in use, for example "Using 90 days between visits. That's the default.";
* how many patients are due back;
* how many have "no visit on file". "Robyn can't tell when they're due, so she leaves them alone."
To change your clinic's window, set **Days between visits** (7 to 365), or press a preset: **Chiro 21**, **Massage 28** or **Physio 42**. Press **Save**. Robyn re-scores everyone, which takes about 15 seconds. Only an owner or admin can change it.
**Set a window per appointment type** takes you to Services. **See the list** opens the [Patient List](/patients/patient-list).
Home also shows:
* **Needs you:** chats to answer and messages to approve.
* **Patients messaged** in the last 30 days, and **Booked after a message**, within 14 days of one.
## Switch on re-engagement
After setup, Home shows **Switch on reengagement** with how many patients are due back. Press **Set it up — about a minute**.
"Your book, grouped by how overdue they are. Ticked groups get messages." Nudge now, Going quiet and Critical are ticked to start with. Lost isn't.
Pick a tone (**Warm**, **Plain** or **Brief**), a length (**One line** or **Two lines**), and whether she **Signs off as the clinic** or **As the clinician**.
Choose when messages go out and how many a day. "You approve every message first. Robyn drafts; nothing sends until you say so."
Press **Switch on**. "Reengagement is on. Robyn is drafting — first drafts land in a few minutes." You can change any of this later in **Settings**, under **Rebooking messages** and **Rebooking schedule**.
"Messages cost 1 credit for each SMS segment. You can edit any draft before it sends." A rebooking text with a booking link usually takes two segments. See [credits](/billing/subscription-and-credits).
# Booking by text
Source: https://docs.routiq.ai/robyn/booking
How Robyn books, moves and cancels appointments, and the settings that decide what she may do.
Robyn books straight into your diary in Cliniko or PracSuite, by text. She offers real times, waits for the patient to say YES, then makes the change and confirms it.
## Who she can book for
Robyn knows a patient by their mobile number. She books, moves and cancels only when that number matches exactly one patient in your practice system.
* **Someone your system doesn't know.** She can answer simple questions, but she won't book them. If they ask to book, the conversation goes to your team in [Needs a person](/robyn/chat).
* **A number shared by more than one patient,** like a family mobile. Robyn stays quiet, and your team replies.
* **She never creates patients** in your practice system.
## Booking
1. The patient asks for an appointment.
2. Robyn searches your live diary and offers up to eight numbered times, from up to three days.
3. The patient replies with a number.
4. Robyn checks: "Reply YES to book it. Nothing is booked yet."
5. When they reply YES, she books it in your practice system and confirms, for example: "Your appointment is booked: Tue 13 Oct, 2:30pm at Harbour Street. Reply here if you need to change it."
If nothing fits, she says so and asks about a different day or time.
In PracSuite, Robyn's bookings carry the review status you chose, so your team can check them. See [Connect PracSuite](/integrations/pracsuite#set-up-booking).
## Moving and cancelling
* **Moving** works the same way as booking. She offers new times and asks the patient to "Reply YES to move it."
* **Cancelling:** she names the appointment and asks the patient to "Reply YES to cancel it." She doesn't bring up your cancellation policy.
Your diary only changes after the patient's YES, and only when your clinic is **Live**. In Assisted mode, a YES waits for your team.
## What she may book
Three settings decide what Robyn offers. You'll find them all in **Settings**. Only an owner or admin can change them. To see the result in one place, open **Robyn's rules**.
### Services
"What each visit costs, when patients should come back, and whether Robyn may book, cancel or move it." Each appointment type has:
| Setting | What it does |
| - | - |
| Robyn can book this | "Off: she never offers or books it, and patients book it with your team." |
| Robyn can cancel or move this | "Off: when a patient asks, she takes a message, says the team will call them back, and the thread goes to Needs a person." |
| Price | "What one visit costs, in dollars. Filled from your practice software; type over it to change it." |
| When should patients come back? | Used for [who's due back](/reengagement/whos-due-back), not for booking. |
### Practitioners
"Robyn can book anything your patients can book online. Switch off anything she shouldn't offer." For each practitioner, you'll see their clinics and the appointment types they do at each. Switch off any pairing Robyn shouldn't offer. "She still checks live availability and your booking rules before offering a time."
### Booking rules
* **Clinics.** Each of your clinics has a switch. Switched off, the app says "Closed to bookings. Robyn won't offer times here."
* **First visit.** "The appointment type Robyn offers someone who hasn't been in before. Set to Ask the patient, she asks which one they need."
## Limits that always apply
* She doesn't offer times less than two hours away, or more than 180 days ahead.
* **Cliniko:** she only offers appointment types shown in Cliniko's online bookings, keeps to their online-booking lead times, and doesn't book group appointment types.
* **PracSuite:** she only books into the appointment columns you allow, and only after the booking review settings are saved.
## Prices
When a patient asks what something costs, Robyn uses the price from your practice system, or the price you typed in **Services**. If there isn't one, she uses **Payment details** in What Robyn knows. If one of your must-know rules says not to quote prices, she doesn't. Otherwise she passes the question to your team.
## Your team hears about it
Each booking, move and cancellation Robyn makes is emailed to your team. Change who gets these emails in **Settings**, then **Notifications**, under "A booking was made" and "A booking was cancelled". Moves follow the booking switch. Changes your team makes in your own diary don't send these emails.
# Chat and Needs a person
Source: https://docs.routiq.ai/robyn/chat
Read and answer patient texts, see what needs your team, and hand conversations back to Robyn.
Every text conversation with a patient lives in **Chat**. You can watch Robyn work, step in, and hand back. Owners, admins and staff can reply. Read-only logins can look but can't send.
## The list
Open **Chat** in the sidebar. Conversations are sorted into tabs:
| Tab | What's in it |
| - | - |
| All | Every conversation. |
| To answer | The patient wrote last, and nobody has resolved it since. |
| Needs a person | Conversations Robyn has handed to your team. |
| Active | Open conversations with your patients. |
| Resolved | Conversations someone marked resolved. |
| Leads | People who aren't in your practice system yet. |
A tab only shows when there's something in it. The list updates on its own.
## The conversation header
The top of each conversation says, in one sentence, who's handling it, with one button to change that.
| What it says | The button |
| - | - |
| "Robyn is answering this thread." | **Pause Robyn** |
| "Needs you", with the reason and when it happened | **Resolved** |
| "Sam is handling this · Robyn paused at 2:15 pm." | **Let Robyn reply** |
| "Resolved by Sam", with when | none |
More actions sit in the **More** menu: **Mark resolved**, **Take it**, **Hand back to Robyn**, **Page someone** and **Opt out**.
## Needs a person
When Robyn shouldn't or can't answer, she holds the conversation for your team. It moves to **Needs a person**, and your team gets an email. The header says why. The reasons you'll see include:
* "Asked for a person": the patient wants to talk to someone. Robyn sends one warm line, then steps back.
* "A question Robyn can't answer": something outside what she knows, or a booking request from someone your system doesn't know.
* "Sounded urgent": Robyn doesn't reply, and your team is paged straight away.
* "Wants to cancel or move an appointment only your team changes": the appointment type is switched off for Robyn in Services.
* "A booking to check in" your practice system: for example a new PracSuite booking that needs review.
* "Someone here asked for a colleague": someone on your team pressed **Page someone**.
### Dealing with it
* **Reply yourself.** Type in the box ("Reply to Sam…") and press Enter. Shift+Enter starts a new line. Your reply takes the conversation off Needs a person and pauses Robyn there.
* **Take it.** "Robyn stays quiet here while you answer." The conversation stays on Needs a person with your name on it.
* **Hand back to Robyn.** "Takes it off Needs a person. Robyn answers from here."
* **Resolved.** Press it when nothing more is needed. If the patient writes again, the conversation reopens.
* **Page someone.** "Tells whoever is set up to hear about this thread."
## Pause and Let Robyn reply
Press **Pause Robyn** to stop her replying in one conversation. Your team's replies pause her automatically. Press **Let Robyn reply** to hand it back. If your clinic is Live and the patient's last text is still waiting, she answers it. See [How Robyn texts](/robyn/how-robyn-texts#pause-robyn-in-one-conversation).
## Your replies
* Messages from your team are labelled "Sent by the clinic".
* Your replies go out straight away, at any hour, from your clinic's number. They use credits like any other text.
* If a reply can't be sent, it says "Didn't send" with the reason.
* Robyn's unsent drafts don't show in Chat. They wait in the **Message Queue**, under **Replies**, with an **Open thread** link back here.
## Opting a patient out
To stop rebooking texts to someone, open **More**, then **Opt out**. The app asks "Stop all rebooking texts to this number?" and reminds you "Robyn can still answer if they text." The header then shows who opted them out, and when. See [Opt-outs](/patients/opt-outs).
## Alerts
Your team hears about conversations that need them by email. Go to **Settings**, then **Notifications** ("Which emails the team gets, and where they go."). Only an owner or admin can change these. All four are on to start with.
| Alert | What the app says |
| - | - |
| Robyn is stuck | "She's handed a conversation to a human and is holding it until someone replies. The one not to turn off." |
| Reply waiting | "A patient texted. Whether Robyn drafted, is paused, or is off, someone should know." When your clinic is Live, it only comes when a person needs to answer. |
| A booking was made | "Robyn booked a patient in, or moved a booking to a new time. Your team's own diary changes don't send one." |
| A booking was cancelled | "Robyn cancelled a booking for a patient. The gap it leaves is often fillable if you hear in time." |
Add your team's addresses under **Who gets paged**, in **Email addresses**, and press **Send a test email** to check. "Blank means nobody hears when Robyn is stuck."
Alert emails can include the patient's first name and their message, but never their surname, number or email address. Every alert email ends with an **Update notification settings** button.
Your clinic can also send these alerts to phones through a push channel, under **Phone push**. "A push never carries who texted or what they said — only that a reply is waiting, and a tap opens the thread."
# How Robyn texts patients
Source: https://docs.routiq.ai/robyn/how-robyn-texts
What Robyn does when a patient texts your clinic, and how you stay in control.
When a patient texts your clinic's Routiq number, Robyn reads it and works out what they need. She knows who they are from their mobile number, matched against your practice system. Then she books, answers or passes it to your team.
## What she does
She finds real times in your diary and offers them. Nothing changes until the patient replies YES.
From What Robyn knows. When your clinic is Live, she answers questions about opening hours, where you are, parking and your phone number on her own.
Any other answer she writes waits for your team to approve, in the Message Queue under Replies.
When she shouldn't or can't answer, the conversation goes to Needs a person and your team is told.
## What she never does
* She never gives medical advice, a diagnosis or a treatment suggestion.
* She never makes up times or prices.
* She never says something is booked before it is.
* She never books someone your practice system doesn't know. If a new number asks to book, the conversation goes to your team.
## A conversation, start to finish
Here's a made-up example of a patient booking by text.
| Who | Message |
| - | - |
| Patient | Hi, can I get in next week for my knee? |
| Robyn | Here's what's free next week.
Standard Consultation at Harbour Street with Alex:
1. Tue 13 Oct at 9:00 am
2. Tue 13 Oct at 2:30 pm
3. Wed 14 Oct at 10:15 am
Reply 1, 2 or 3. Nothing is booked yet. |
| Patient | 2 please |
| Robyn | You've picked Tue 13 Oct at 2:30 pm, Standard Consultation with Alex. Reply YES to book it. Nothing is booked yet. |
| Patient | Yes |
| Robyn | Your appointment is booked: Tue 13 Oct, 2:30pm at Harbour Street. Reply here if you need to change it. |
Robyn writes her own opening line, so it changes from conversation to conversation. The times, the "Reply YES" question and the confirmation always follow the pattern above.
## Choose how Robyn works
Go to **Settings**, then **Operating mode**: "Who presses send: you, or Robyn." Only an owner or admin can change it.
| Mode | What the app says | What it means |
| - | - | - |
| Test | "Nothing reaches a patient." | Nothing is sent, not even your team's replies. |
| Assisted | "You approve every message before it sends." | Everything Robyn writes is a draft for your team. She doesn't change your diary. |
| Live | "Texts send on their own. Robyn replies to patients." | Robyn books by text and answers simple questions on her own. Rebooking messages go out on your schedule. |
Before you switch to Live, the app asks "Go live?": "Rebooking messages go out to real patients without review, on the saved schedule, and Robyn replies to patients on her own. You can return to Assisted at any time." Press **Go live** to confirm.
A new clinic starts in Live, but nothing is sent until it has its number and credits.
If your clinic is Live and something still stops Robyn replying, Operating mode tells you, for example "Robyn has no clinic information to answer from yet." with a link to add it.
## Pause Robyn in one conversation
Open the conversation in **Chat** and press **Pause Robyn**. She stops replying in that thread, and her unsent drafts there are cancelled. The patient's texts still come in. Everyone at your clinic sees that she's paused.
When one of your team replies in a thread, Robyn pauses there automatically.
To hand the conversation back, press **Let Robyn reply**. If your clinic is Live and the patient's last text is still waiting, she answers it.
## When she replies
Robyn replies at any hour, as soon as a text arrives. Rebooking messages and campaigns are different: they only go out during your sending window. See [the Message Queue](/reengagement/message-queue).
# Teach Robyn your clinic
Source: https://docs.routiq.ai/robyn/what-robyn-knows
Fill in What Robyn knows, add your must-know rules, and check everything Robyn follows in one place.
Robyn answers patients from what you tell her. In the app's words, she "quotes what's here and never invents what isn't". The more of your clinic she knows, the more questions she can answer without your team.
Anyone on your team can read these settings. Only an owner or admin can change them.
## Open What Robyn knows
Go to **Settings**, then **What Robyn knows**. The app describes it as "The facts she draws on in every reply. The only settings that change what a patient reads."
At the top, Robyn tells you how much of what she says is still Routiq's stock wording. For example: "I'm mostly speaking Routiq's words, not yours, for now." Underneath is a count, such as "2 in your words · 6 still stock".
A topic you haven't filled in isn't blank to patients. Robyn answers it from Routiq's stock wording, which goes out under your clinic's name. Replace it with your own words whenever you're ready.
Not sure what to write? Press **Help me fill these in**. The best advice is the app's own: "Write like you're briefing a new receptionist on her first day: short, plain sentences."
## The topics
The cards come in two groups.
**In every conversation**
| Topic | What it's for |
| - | - |
| Must-know info | "Rules Robyn follows on every text and every call, one each. She never repeats them to a patient." |
| About your clinic | "Who you are, the way you'd say it at the front desk." |
| What you offer | "The treatments Robyn may talk about, and roughly what each is for." |
**When a patient asks**
| Topic | What it's for |
| - | - |
| Policies | "Cancellations, no-shows, refunds. The rules Robyn quotes rather than invents." |
| Payment details | "What things cost and how people pay, so money questions get one consistent answer." |
| FAQs | "The questions the front desk answers every day, with the answers you actually give." |
| Getting here | "Parking, entrances, what to tell someone who is lost out the front." |
| Custom knowledge | "Anything that fits nowhere above but Robyn still needs to know." |
## Fill in a topic
Click into the card and start typing. A card you haven't filled in says **Not set**.
Press **Start from an example** to fill the card with a sample, then change it to suit your clinic.
Your words save when you click out of the card, and **Saved** flashes. Press Esc before you click away to undo what you've typed. Each card holds up to 8,000 characters.
On a wide screen, a panel called **How she'll use it** sits beside the cards. It shows a patient's question and how Robyn would answer it from your words. It updates as you type.
Put this week's exceptions in **Custom knowledge**, like a room that's closed or a practitioner who's away. Take them out when they're over.
## Add your must-know rules
Must-know info is a list of short rules, one rule each. Robyn reads them before every reply. Patients never see them.
Under **Must-know info**, press **Add rule**. Type one thing Robyn must always, or never, do. A rule can be up to 300 characters.
Press **Add rule** again to save. The rule appears in the numbered list.
Use the arrows to reorder rules, the pencil to edit one, and the bin to delete one.
Here's the app's own example of a good rule: "We never give medical advice by text. Anything clinical needs an appointment."
## Check Robyn's rules
To see everything Robyn follows in one place, go to **Settings**, then **Robyn's rules**. It's read-only, and each part links to where you change it.
| Part | What it shows | Where to change it |
| - | - | - |
| Written rules | Your must-know rules | What Robyn knows |
| Appointment types | Types she won't book, and types she won't cancel or move | Services |
| Clinics | Clinics she won't offer | Booking rules |
| Practitioners | Anyone limited to fewer appointment types | Practitioners |
If nothing is limited, it says so. For example: "She offers every clinic."
## Next
Services, Practitioners and Booking rules decide what Robyn may book.
Choose Test, Assisted or Live.
# Privacy and security
Source: https://docs.routiq.ai/security/overview
Where your patients' information is stored, who else handles it, and how Routiq keeps clinics apart.
Your clinic stays the custodian of your patients' information. Routiq holds it on your behalf, to bring patients back and answer them for you.
## Where patient data is stored
Patient data is stored in Australia. The database is hosted in Sydney, and the servers that read and write it run in Sydney.
## What Routiq receives
When you connect your practice system or upload a list, Routiq receives the patient details your clinic holds: name, mobile number, email, date of birth where recorded, and appointment history. It also receives your appointment types and prices, practitioners and locations. Routiq doesn't import clinical notes, and never reads invoices or payments.
Routiq also keeps the texts patients send and the replies that go back, and, for calls, the caller's message, a summary and a transcript.
## Who else handles it
Routiq uses other companies for specific jobs. Some of them process information outside Australia:
| Job | What they see | Where |
| - | - | - |
| Writing Robyn's replies | The conversation, so the AI model can read it and write a reply | Outside Australia, with a backup in Sydney |
| Answering your voice line | The call, including its recording | Outside Australia |
| Keeping a record of Robyn's conversations, to check her decisions | Robyn's conversations and decisions | Outside Australia |
| Alert emails to your team | A patient's first name and their message or call summary, never a surname, number or email address | Outside Australia |
| Sending texts | The patient's number and the message | An Australian SMS provider |
Your clinic's number, and the texts and calls that come in to it, run through our phone number provider. Error reports and product analytics have names, phone numbers and message contents stripped before they leave. Your card details for billing stay with Stripe.
## Keeping clinics apart
Each clinic's information is kept apart by the database itself, so one clinic's staff can't see another's. Inside your clinic, each login has a role (owner, admin, staff or read only) that decides what it can change.
## Keys and passwords
* The API key you paste to connect Cliniko or PracSuite is checked, then "stored sealed — nobody here can read it back." It's encrypted, and it's destroyed when you disconnect.
* Passwords need at least 12 characters. You can also sign in with a one-time emailed link that expires in an hour.
## When Routiq staff can see your clinic
To set your clinic up or help with a problem, Routiq staff can open your clinic's account as an admin, for up to an hour at a time. Only Routiq staff with a confirmed Routiq email can, and Routiq logs every visit.
## Your patients' choices
* A patient can stop marketing texts at any time by replying STOP, or with the link in a message. Routiq keeps that choice permanently. See [Opt-outs](/patients/opt-outs).
* A patient can ask your clinic for a copy of what's held about them, or ask for it to be erased. Your clinic makes the request to us and we carry it out.
## Your messages, your name
Rebooking messages, campaigns and Robyn's replies go out under your clinic's name. Your clinic is responsible for what's sent, including the rules for advertising a regulated health service. Routiq gives you the controls to keep it right:
* **Assisted** mode, so a person approves every message before it sends;
* review before sending in the Message Queue;
* **Must-know info** rules that Robyn follows in every reply;
* **Rebooking messages** settings for how she writes to lapsed patients.
## Certifications
Routiq isn't certified to SOC 2, ISO 27001 or HIPAA.
## Questions or a security concern
Write to [privacy@routiq.ai](mailto:privacy@routiq.ai) about privacy. To report a security problem, see [Contact](/support/contact).
# Contact us
Source: https://docs.routiq.ai/support/contact
How to reach the Routiq team, and what to send so we can help quickly.
## Email us
Write to [support@routiq.ai](mailto:support@routiq.ai) for help with your account, setup, billing or anything that isn't working. For privacy questions, write to [privacy@routiq.ai](mailto:privacy@routiq.ai).
## Send feedback from the app
* **On the web:** go to **Settings**, then **Feedback**. Give a rating, and add a note if you like.
* **On your iPhone:** tap **More**, then **Leave feedback**.
## Help us help you
When you write, include:
* your clinic's name;
* what you were doing, and the page you were on;
* the exact words on the screen, if something went wrong;
* roughly when it happened.
Never email us an API key or a password. If we need to look at a patient's conversation, tell us the patient's first name and when they texted. Don't send their full details.
## Report a security problem
If you think you've found a security problem, email [support@routiq.ai](mailto:support@routiq.ai) with "Security" in the subject. Tell us what you found and how to reproduce it, and please don't share it publicly until we've fixed it.
# Frequently asked questions
Source: https://docs.routiq.ai/support/faq
Quick answers about Robyn, bookings, calls, messages, billing and data.
## Robyn
Routiq gives your clinic Robyn, an AI assistant who texts your patients back, books them into your diary, takes messages on your voice line, and brings back patients who are due. See [What Robyn does](/getting-started/introduction).
Yes, by text, in Cliniko or PracSuite. She offers real times from your diary and only books after the patient replies YES. She books, moves and cancels when your clinic is Live. See [Booking by text](/robyn/booking).
No. Robyn only books people who are already in your practice system, matched by their mobile number. She never creates patient records. If someone new asks to book, the conversation goes to your team.
No. She never gives advice, a diagnosis or a treatment suggestion. If a message sounds urgent, she doesn't reply; she pages your team straight away.
Yes. In **Settings**, **Operating mode**, choose **Assisted**: "You approve every message before it sends." In **Live**, Robyn replies and rebooking messages go out on their own. See [How Robyn texts](/robyn/how-robyn-texts#choose-how-robyn-works).
Yes. Robyn replies at any hour. Rebooking messages and campaigns only go out between 8am and 8pm, your clinic's time.
No. Robyn is always Robyn. You change what she says through [What Robyn knows](/robyn/what-robyn-knows).
## Calls and messages
Robyn answers your voice line and takes a message for your team. She doesn't book or take payments on the phone. After the call, she texts the caller so they can carry on by text. See [Your voice line](/calls/voice-line).
Not through Routiq. Robyn works by text message and on your voice line.
Your clinic's own Routiq number, an Australian mobile number that Routiq issues. Patients see one number for you, for calls and texts. To talk about calls to your existing clinic number, [contact us](/support/contact).
No. Routiq doesn't send reminders, confirmations or follow-ups after a visit. Settings shows Reminders and Follow-ups as not active.
No. Routiq never reads invoices or payments. From PracSuite, it only reads your fee list, so Robyn can quote prices.
No.
They reply STOP, or use the unsubscribe link in a rebooking or campaign text. Your team can also opt someone out from Chat. See [Opt-outs](/patients/opt-outs).
## Practice systems
Cliniko and PracSuite. If you don't use either, you can [import a spreadsheet](/integrations/spreadsheet) so Robyn can work out who's due back. She can't book from a spreadsheet. Other systems on the Integrations page say "Not available yet".
No. Routiq doesn't import clinical notes. It reads patients, appointments, practitioners, locations and appointment types.
Yes, with [Routiq Demo](/integrations/routiq-demo), a sample practice with made-up patients. Routiq sets it up for you.
## Your team
On the **Account** page, under **Team**, use **Invite by email**. Choose **Staff** or **Admin**, then press **Send invite**. Only an owner or admin can invite. See [Invite your team](/getting-started/set-up-your-clinic#invite-your-team).
You can't do this in the app. [Contact us](/support/contact) and we'll do it for you.
Yes, in testing through Apple's TestFlight. [Contact us](/support/contact) for an invitation. See [the iPhone app](/iphone/iphone-app).
## Billing
One subscription for your clinic, priced for each location Robyn works at, plus credits for texts at 10c each. The price per location shows before you pay. See [Subscription and credits](/billing/subscription-and-credits).
One credit sends one SMS segment: up to 160 plain characters. A longer text uses more than one. A rebooking message with a booking link usually takes two.
No. Calls are included in your subscription. The text Robyn sends after a call uses credits, like any other text.
Yes, 7 days. If you sign up yourself, you add your card up front and you're charged on day 8 unless you cancel. You get 200 free credits.
## Data
In Australia. Some services that help Robyn work process information outside Australia, such as the AI model that writes her replies and the service that answers your voice line. See [Privacy and security](/security/overview).
Yes. Press **Export** on the Patient List to download a CSV file. See [the Patient List](/patients/patient-list).
Contact the Routiq team.