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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.

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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.
  • 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.

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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.

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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.

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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.

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Services

“What each visit costs, when patients should come back, and whether Robyn may book, cancel or move it.” Each appointment type has:

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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.”

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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.”

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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.

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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.

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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.