The Workflow screen is where your clinic can see and manage all patient inquiries handled by Heron in real time.
Heron captures, assesses, and sorts incoming inquiries into clear categories so nothing gets missed and your team knows exactly what to action.
🟩 All Inquiries Start in:
New Inquiry
Every time Heron handles a phone call or email, it creates a new inquiry card in the New Inquiries lane.
This lane is your live feed — showing all fresh interactions waiting to be reviewed, responded to, or actioned by Heron.
🔄 Automatic Categorisation
Once Heron processes an inquiry, it will move the card into one of 3 lanes (Needs Staff, Scheduled, Completed).
1. Needs Staff
📌 For inquiries that require a human to follow up.
This could be:
Requests Heron couldn’t fully resolve.
Booking-related inquiries where no appointment was made.
Clinical or personal follow-up needs.
Your team can action these directly and manually mark them as completed or scheduled once resolved.
2. Scheduled (Only if PMS is connected)
📅 For inquiries where Heron successfully created a full appointment booking inside your PMS.
No further action is required unless you want to review or confirm.
3. Completed
✅ For general inquiries that Heron resolved independently.
Examples:
“What are your opening hours?”
“Do you offer X service?”
“Where are you located?”
No human follow-up needed but gives you visibility of the conversation and if needing any potential follow up.