Booking rules and the agent
How the agent chooses slots, follows your rules and is tested before changes go live.
- How the agent chooses a slotWhat the agent checks before it offers a time, and how your booking rules shape the answer a caller hears.
- Visit types and provider templatesHow your visit types, durations and provider schedules are mapped to 2care, and how to change what the agent offers later.
- Customising greetings and answersWhat you can change about how the agent greets callers and answers questions, how to request a change, and how it reaches your line.
- How changes are testedHow every change to your agent is tested against simulated callers before it reaches your line, and how live calls are checked afterwards.
- Returning and new patientsHow the agent recognises a returning patient, registers a new one without creating a duplicate chart, and what each caller is asked.