Phone
Available with setupHandle patient calls through a number and call workflow set up for your clinic.
Ask about setupHow Korenact works
What happens after
a patient gets in touch.
A patient calls or sends a message through a channel you’ve set up. Korenact identifies the request, checks your rules and either handles an allowed action or sends it to staff.
- Patient
- Channel
- Understand
- Organization rules
- Routing
- Action or staff review
- Existing system
- Patient response
- 01
A patient gets in touch
A call or message arrives on a channel your clinic has activated.
- 02
Capture the request
Identify what the patient needs, their language preference, and any missing details.
- 03
Check clinic requirements
Check identity, access, opening hours, and any staff approval needed.
- 04
Choose how to handle it
Use approved office information, a scheduling workflow, or a staff queue.
- 05
Complete it or hand it over
Carry out the allowed action, or send the request and conversation to staff.
- 06
Record the result
Confirm the connected system’s result before reporting an action as complete.
Calls and messages
Choose the channels your facility needs.
Set up the channels you plan to use, then agree on permissions and the team responsible for follow-up.
SMS / Text
Available with setupText conversations through an authorized messaging number.
Ask about setupWhatsApp patient conversations are planned for a future release.
Ask about setupWeb Chat
Coming soonStaff can test conversations today. A public website widget is coming soon.
Ask about setupPatient email needs a separate connection and is not available yet.
Ask about setupPatient App
Coming soonConnections to patient apps are planned. Each app will need its own integration.
Ask about setupAPI / Other Channels
Available with setupConnect an approved external service using your organization’s credentials. Other channels need separate integration work.
Ask about setupEach channel needs setup and authorization for your organization. Staff can try conversations in the workspace before going live.
Request details
Ask for the details
needed to handle the request.
Keep the patient’s request and required details together. If information is missing, Korenact asks for it before proceeding.
Example patient message
“I’d like to see Dr. Smith next Tuesday morning.”
Capture the patient’s preferences, then confirm the details needed by your scheduling workflow.
Details captured
Appointment request
- Requested provider
- Dr. Smith
- Preferred day
- Tuesday
- Preferred time
- Morning
- Status
- Details to confirm
Example only. Requested dates and providers still need to be checked; no appointment has been booked.
Checks before action
Your facility sets the rules.
Check permissions, identity requirements and any required staff approval before an action runs.
Set the limits for your clinic.
Decide what Korenact can answer, what it can change, and when it must ask staff for approval.
- Identity requirements
- Patient permissions
- Department rules
- Appointment rules
- Business hours
- Language preferences
- Escalation rules
- Approval requirements
- Organization policies
Handling the request
Answer, take an allowed action
or ask staff to help.
A routine office question may need an answer. An appointment request may need a calendar action. Other requests need a member of your team.
Examples of routine questions
- Office hours
- Locations
- Services
- Appointment preparation
- Scheduling policies
- Administrative questions
- Billing routing
- Facility information
Use information your clinic has approved for administrative questions. Clinical concerns and questions that need judgment go to staff through your escalation process.
When staff need to help
Keep the request
with the handoff.
The staff queue includes the conversation, the administrative request and the details your team is allowed to see.
Staff must monitor the queue and respond. Sending a request to the queue does not mean someone has accepted it yet.
PatientKorenactStaff queue
A request staff can pick up
Example handoff · access limits apply
- Patient
- Name, if collected and staff may see it
- Preferred language
- Spanish
- Reason for contact
- Change an office appointment
- Department
- Scheduling
- Information collected
- Scheduling details allowed by the workflow
- Conversation summary
- Patient wants help changing an appointment in Spanish
Appointment confirmation
Confirm the booking
after the calendar succeeds.
Korenact checks your scheduling rules and calls the connected service. The patient receives a confirmed result only after that service reports success.
- 1Receive the request
- 2Check booking requirements
- 3Look up availability
- 4Present supported options
- 5Confirm the patient’s details
- 6Run the calendar action
- 7Check the calendar result
- 8Tell the patient what happened
Your calendar connection determines which booking, lookup, rescheduling, and cancellation actions are available. Automated reminders and follow-up campaigns need additional implementation.
See supported calendar connectionsDiscuss a pilot
Plan a pilot around your front desk’s work
Choose one request to start with. We’ll work through the setup, responsibilities and cost with your team.