AI Agent Capabilities Overview 🚀

Your AI agents can be equipped with various capabilities to handle specific tasks and communications. Each capability can be customized with its own settings and message templates.

Appointment Management 📅

Book Appointment 📆

Enable your agent to schedule appointments for your clients:

1. Go to the AI Agent's "Capabilities" tab
2. Select the "Appointments" section
3. Toggle on "Book Appointment"
4. Click "Configure" to set up the following options:
   • Maximum days ahead for booking
   • Minimum notice hours required
   • Calendar event search settings
   • Conflict handling

💡 Tip: When enabling calendar event search, your agent will check existing events to find available slots rather than just using office hours.

Confirm Appointment ✅

Allow your agent to send and process appointment confirmations:

1. Toggle on "Confirm Appointment"
2. Configure settings:
   • Days before appointment to request confirmation
   • Allow rescheduling during confirmation
   • Staff notification preferences

⚠️ Note: If you enable rescheduling during confirmation, make sure to set reasonable limits on how far in advance clients can reschedule.

Modify Appointment 🔄 [beta]

Let clients reschedule their appointments through your agent:

1. Toggle on "Modify Appointment"
2. Configure options:
   • Allow/disallow same-day modifications
   • Maximum number of reschedules permitted
   • Rescheduling window in days

💡 Tip: Consider restricting same-day modifications to reduce disruption to your schedule.

Cancel Appointment ❌

Enable your agent to process appointment cancellations:

1. Toggle on "Cancel Appointment"
2. Customize settings:
   • Cancellation fee threshold (hours before appointment)
   • Require cancellation reason
   • Allow immediate rebooking after cancellation

⚠️ Note: Setting a cancellation fee threshold can help reduce last-minute cancellations.

Appointment Reminder ⏰

Send automatic reminders about upcoming appointments:

1. Toggle on "Appointment Reminder"
2. Configure your reminder schedule:
   • Set multiple reminder times (e.g., 24 hours, 2 hours before)
   • Maximum reminders per day
   • Include preparation instructions

💡 Tip: Strategically timed reminders (1 day before and 2 hours before) can significantly reduce no-shows.

Request Callback 📞

Allow clients to schedule callback requests with your team:

1. Toggle on "Request Callback"
2. Customize settings:
   • Require reason for callback
   • Staff notification preferences
   • Callback handlers (assign professionals and set limits)

💡 Tip: Create multiple callback handlers to route requests to the appropriate team members based on expertise.

Notification Capabilities 📣

Appointment Notification 📢

Send automatic notifications after appointments are booked:

1. Go to the "Notifications" tab
2. Toggle on "Appointment Notification"
3. Configure settings:
   • Notify staff
   • Include client details
   • Select notification channels

🔒 Security note: Be mindful of what client information is included in notifications to maintain privacy compliance.

Booking Follow-up 📝 [beta]

Send post-appointment follow-up messages:

1. Toggle on "Booking Follow-up"
2. Customize settings:
   • Days after appointment to send follow-up
   • Include satisfaction survey

💡 Tip: Follow-ups are a great opportunity to gather feedback and encourage reviews.

Payment Reminder 💵 [beta]

Send automated payment reminders:

1. Toggle on "Payment Reminder"
2. Configure settings:
   • Days overdue for each reminder (e.g., 3, 7, 14 days)
   • Escalation stages
   • Include payment link

💡 Tip: Clear escalation stages with increasing urgency can improve payment collection rates.

Integration Capabilities 🔄

EMR Message 💬

ℹ️ Healthcare integration: This capability is available for teams using electronic medical record (EMR) systems.

Send messages to electronic medical record systems:

1. Go to the "Integrations" tab
2. Toggle on "EMR Message"
3. Configure settings:
   • Allowed message types (General, Clinical, Administrative)
   • Require approval
   • Default priority

⚠️ Note: Always enable approval requirements for clinical messages to ensure accuracy.

EMR Task 📋 [beta]

ℹ️ Healthcare integration: This capability is available for teams using electronic medical record (EMR) systems.

Create tasks in your electronic medical record system:

1. Toggle on "EMR Task"
2. Customize settings:
   • Task types
   • Default due days
   • Client context requirements

💡 Tip: Setting appropriate default due days helps maintain efficient workflow management.

Relay Message 📨

Simply relay messages to team members without additional processing:

1. Toggle on "Relay Message"
2. No additional configuration required

💡 Tip: Use Relay Message for simple message delivery when no additional processing is needed.

Communication Templates 📝 [beta]

Each capability can have specific communication templates for different channels:

1. After enabling a capability, scroll to "Communication Templates"
2. Choose the channel (SMS, Email, Voice)
3. Create customized templates for each channel

Template components:

• Subject line (for email)
• Template content with dynamic variables using {{variable}}
• Default template setting
• Enabled/disabled status

💡 Tip: Create templates for all three channels (SMS, Email, Voice) to ensure your agent can communicate through the client's preferred method.

Common Settings ⚙️

When configuring any capability, you can adjust these general settings:

1. Display Name: How the capability appears in your dashboard
2. Description: Brief explanation of the capability's purpose
3. System Prompt: Instructions for how the AI should handle this process
4. Automatic Processing: Allow the agent to execute tasks without human approval

⚠️ Warning: Enable automatic processing only for low-risk capabilities. Always test thoroughly before automating sensitive tasks.

Tag Categories 🏷️

Most capabilities allow you to configure tag categories to help organize and route tasks:

• Department: Assign to specific departments
• Priority: Set task urgency (High, Medium, Low)
• Status: Track progress stages
• Type: Categorize by purpose
• Effort: Indicate complexity level

💡 Tip: Consistent tag usage improves reporting and workflow management.