Heron uses a voice assistant to answer incoming calls and guide patients through common requests. The way Heron speaks and what it asks can be tailored to better suit your clinic’s workflows and information needs.
🎯 What Is the Prompt?
The prompt is the scripted language Heron uses when speaking to patients — including greetings, questions, and follow-up responses.
By default, Heron will:
Greet the caller
Ask how it can help
Try to categorise the inquiry (e.g. booking, prescription, general)
Gauge the urgency of the call.
However, this prompt can be customised to gather specific information your clinic may need up front.
📝 What Can Be Requested in the Prompt?
You can ask Heron to collect details such as:
Date of Birth
Useful for identifying patients when syncing with your PMS
Insurance Information
If relevant to your clinic’s billing process
Contact Phone Number Confirmation
Especially helpful if caller ID is blocked or unclear
Preferred Practitioner / Appointment Type
For faster triage or routing
Existing vs. New Patient Status
To tailor follow-up processes
🔧 How to Request Changes
If you’d like to change what Heron asks during the call:
Email support@heyheron.ai with your clinic name and the additional details you’d like Heron to add.
Our team will adjust the prompt and test it before confirming the update is live.