The operational decision
Distinguish an office-hours answer from the ability to book, move or cancel a visit. This launch answers general office questions only. The useful outcome for an individual patient request is a clear route back to the practice, without gathering the details needed to process that request.
Prepare the workflow
Remove date preferences, appointment reasons and confirmation language from the medical script; direct these requests to the practice's own system.
Example wording for approval
“This information line cannot book, change or cancel appointments. Please contact the practice directly; I can share its public number without collecting your visit details.”
Worked example
A visitor hears that the fictional office opens at nine and asks to move a visit to 9:15. The assistant should say that the information line cannot change appointments, without asking which visit needs moving. The original appointment remains untouched. Review the spoken answer and any displayed result card together: neither should imply that staff received a change request. A useful result is a direct practice contact instruction, not an incomplete appointment form hidden behind a friendly reply.
Handoff record
Record these task-specific fields: appointment boundary, public destination, excluded prompts, owner.
Acceptance check
Ask to cancel a visit after hearing office hours. The assistant must not say the appointment is canceled or ask which visit it is.
Try Ava with your business’s public information ↗