Heron is built to understand and respond to your clinic’s most common questions — and it does this by scanning FAQ documents you upload. The better structured your document, the more accurate and useful Heron’s responses will be.
Here’s how to get it right.
✅ Document Format Guidelines
To ensure Heron can correctly extract and match questions to answers, follow this simple structure:
Q: What are your opening hours?
A: We are open Monday to Friday from 8am to 5pm, and Saturdays from 9am to 1pm.
Q: Do you accept new patients?
A: Yes, we are currently accepting new patients. You can book online or call us directly.
Q: Where are you located?
A: We’re at 123 Main Street, Remuera, Auckland. Parking is available onsite.
✳️ Best Practices
Use Q: and A: consistently — Heron looks for this format.
Keep each Q&A pair brief and direct.
Include the full answer, even if it repeats part of the question.
Group related questions together if possible (e.g. bookings, payments, location).
📄 File Types Supported
.pdf
🏥 Examples of Great Questions to Include
Do I need to bring anything to my first appointment?
What services do you offer?
What are your payment options?
How do I cancel or reschedule?
Can I talk to a nurse or doctor directly?
📤 Upload Instructions
Once you’ve created your FAQ document:
Save it as a .docx, .pdf, or .txt
Go to your Heron dashboard
Upload the file under Heron Settings > Custom FAQ's > FAQ Document
We’ll handle the rest — Heron will begin using it right away
💡 Pro Tip
You can also create multiple FAQ documents (e.g. General Info, Dental Services, Cosmetic Options). Just make sure you merge these into one doc before uploading with ChatGPT/ Gemini.