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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. Confirmations are different from reminders. Reminders nudge patients who already plan to attend; confirmations give patients an explicit early opportunity to cancel — converting silent no-shows into reschedulable slots. Combined with waiting list backfill, confirmations recover the lost revenue that no-show metrics are trying to measure.

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How it works

A few days before each appointment, Robyn sends a confirmation message:
  • Reply YES → appointment confirmed, marked as confirmed in your PMS
  • Reply NO → appointment cancelled, slot offered to waitlist
  • Reply RESCHEDULE → Robyn opens a reschedule conversation, suggests new slots
  • No reply → second confirmation attempt; after that, the patient is queued for a phone call from Robyn or your team

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How Robyn handles confirmations

Smart reply parsing

Doesn’t just match “yes” — handles “yep”, “all good”, “see you then”, ”👍”, “I’ll be there”, and dozens of other affirmatives.

Cancellation cascade

Patient cancels → Robyn marks appointment cancelled in PMS → checks waitlist → offers slot to first eligible patient.

Reschedule conversation

Patient asks to move → Robyn pulls live availability and books the new slot in the same SMS thread.

Cancellation-window respect

If the cancellation falls inside your cancellation window, Robyn applies your configured rule — block, warn-of-fee, or auto-DNA.

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What your patient sees

Robyn (SMS, 2 days before): Hi Sarah, just confirming your appointment Friday 9 May at 2:00pm with Dr Lin at Bondi Physio. Reply YES to confirm, NO to cancel, or RESCHEDULE to change.
Patient: Reschedule Robyn: No problem. Dr Lin has these times available: • Mon 12 May, 10am • Tue 13 May, 2pm • Wed 14 May, 4:30pm Reply with the one you’d like.
Patient: Tuesday 2pm please Robyn: Done — moved to Tuesday 13 May at 2pm. You’ll get a new confirmation closer to the date. Have a great weekend.

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Setup

1

Create a confirmation instance

Outbound → Create Automatic Instance → Appointment Confirmations.
2

Configure when to send

Recommended: 2-3 days before appointment (early enough to fill the slot from waitlist, not so early the patient forgets again).For high-value appointments (e.g. surgery prep), consider a second confirmation 24 hours out.
3

Customise the wording

Default message includes appointment time, practitioner, location. Edit to add anything specific — prep instructions, bring-this-with-you, COVID-screening question.
4

Set the no-reply fallback

What happens if the patient doesn’t reply within 24 hours:
  • Send a second confirmation (default)
  • Email the team for a manual call
  • Robyn calls the patient (uses voice channel)
  • Do nothing — proceed assuming attendance
5

Configure cancellation cascade

When a confirmation reply is “NO”:
  • Mark cancelled in PMS ✅ default
  • Offer slot to waitlist ✅ default (requires waiting list instance active)
  • Apply cancellation-window rule if inside the window
  • Notify the team for manual follow-up
6

Activate

Toggle to Active. Confirmations start firing for new and existing future appointments.

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Common questions

A reminder nudges; a confirmation explicitly asks. Reminders reduce forgetfulness no-shows. Confirmations recover slots from patients who weren’t going to attend anyway. Most clinics use both.
Robyn falls back to a clarifying question: “Just to confirm — would you like to keep the appointment, cancel, or reschedule?” If still ambiguous, escalates to your team.
No — Robyn marks them as reschedules in your PMS, not cancellations or DNAs. Your reporting stays clean.
Late replies are flagged for the team. The appointment is already past, so no automated action is taken — manual review.
Yes — same filter system as reminders. Most clinics confirm initial consults and high-value appointments, skip routine maintenance.

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Next

Waiting lists

Auto-backfill the slots opened by confirmation cancellations.

Appointment reminders

Pair confirmations with reminders for the full no-show-reduction stack.