The operational decision
Help visitors distinguish public information from the practice's patient contact route. The website should let a visitor find public office information without starting an intake conversation. Build each page around a concrete visitor task and keep the route to the practice visible.
Prepare the workflow
Place office hours, directions and the direct practice contact together; avoid a dominant button that implies online patient intake.
Example wording for approval
“Need hours or directions? Read the public office information below. For appointments or personal health questions, contact the practice through its own published route.”
Worked example
A fictional homepage displays a large Talk to Ava button, while the practice's direct patient contact is hidden at the bottom. A visitor seeking appointment help is likely to enter the wrong channel. Place the practice contact beside the public-information choice and explain the different purposes. Ask a reviewer to complete a patient-contact task without scrolling through promotional copy. The page passes when the route is obvious and does not require interaction with the assistant first.
Handoff record
Record these task-specific fields: homepage URL, contact labels, destination links, editor.
Acceptance check
Ask a reviewer to find the patient contact route on a phone. They should not have to enter information into the assistant first.
Try Ava with your business’s public information ↗