Patient safety always comes first. Heron is built to recognize urgent phrases and automatically respond with the correct emergency instructions — instead of continuing a normal conversation. This ensures patients never hit a dead end when they’re in distress.
⚙️ How to Set Up Trigger Words
Go to Heron Dashboard → Settings → Custom FAQs.
Click Add Another to create a new entry.
In Full question patients might ask, type an emergency trigger phrase.
Examples:
“This is an emergency”
“I need help now”
“Call an ambulance”
“Help, it’s urgent”
In The response Heron should give, enter your emergency instruction.
Example:
“If this is a medical emergency, please hang up and dial 111 immediately.”
(replace 111 with your country’s emergency number)
Save your changes.
Repeat for additional phrases so patients are covered even if they use different wording.
✅ Best Practices
Include several variations of common emergency phrases so no request is missed.
Always use your country’s official emergency number.
Review and update trigger words quarterly.
Train staff so they know Heron will never provide medical advice — only safe, compliant instructions.
👉 With trigger words configured, Heron can immediately recognize emergencies and direct patients to urgent help — keeping your clinic safe and compliant.