Clinics & healthCase study3 min read
Clinics and health: the enquiry that used to end in voicemail
Patients want price, duration and who performs the treatment before they will book. Reception is on another call.
The business in this scenario: A three-chair dental practice with two receptionists and a long evening enquiry tail
In short
Reception can hold one conversation at a time, and the same six questions arrive all day. The practice put a front-desk assistant on its website that answers treatment, price, duration and availability questions from its own treatment records, captures each enquiry as a scored lead with an owner, and hands anything clinical straight to a human.
The front desk can only hold one conversation at a time
That sentence is the whole problem, and no amount of goodwill fixes it. While a receptionist is checking a patient in, the phone rings out. While she is on the phone, somebody is standing at the desk. And in the evening, when neither is happening because the practice is closed, the website collects enquiries that will be looked at tomorrow.
Every one of those is a person who was ready to ask a question and got a voicemail greeting instead. Some of them ring the practice down the road.
What makes this worth writing about is that the questions are not complicated. They are the same six, over and over: what does it cost, how long does it take, who performs it, is there a wait, do you do evenings, do you take my insurance. The most experienced person at the front of the building spends a large part of the week answering them.
And where do those enquiries actually go?
Most practices this size cannot say. That is the second problem, and it is worse than the first.
Some enquiries are in the shared inbox. Some are on a notepad next to the phone. Some are in somebody's memory, to be actioned when things quieten down, which they do not. Following up becomes a matter of who remembers — and there is no way to look at a screen and see which enquiries have gone cold.
This is the quiet failure mode of a busy practice. It is not that enquiries are handled badly. It is that nobody can prove they were handled at all.
It is not that enquiries are handled badly. It is that nobody can prove they were handled at all.
Setup, and one deliberate boundary
The assistant interviews the practice manager while crawling the site — treatments, practitioners, opening hours, locations. Then in goes the treatment list: price, duration, practitioner and category per treatment, each one marked Available, Waitlist or Paused. Aftercare sheets and consent information follow, including the scanned ones.
One line of code, and the widget is live on the existing site. No practice-management integration project, no developer.
The boundary was set at the same time, and it matters more here than in any other industry on this site. This is a front-desk assistant. It answers the questions reception answers — price, duration, practitioner, availability. It does not diagnose, it does not advise on symptoms, and it does not replace a practitioner. Anything clinical is collected as a question and handed to the team with the transcript attached, which is exactly what a good receptionist does with a question above their pay grade.
What a person does
- Let it learn the practiceA short interview while it crawls your site — treatments, practitioners, opening hours, locations.
- Add your treatment list and documentsPrices, durations, categories, aftercare sheets and consent information, including scanned PDFs.
- Paste one line of codeNo developer and no practice-management integration project. The install assistant covers the common platforms.
What the system does from then on, unattended
- Answers price, duration, practitioner and category from your own treatment records, and says whether something is Available, on Waitlist or Paused.
- Talks to patients in 30+ languages, which matters in any multilingual catchment.
- Captures the enquiry as a scored lead with an AI summary, so reception sees intent rather than a bare name.
- Places it in the pipeline with an owner and a follow-up date, instead of on a notepad.
- Keeps the full transcript against the record, with an audit trail of who did what next.
A quarter past eight on a Thursday
The practice closed at six. Here is the enquiry that would previously have reached a voicemail greeting.
- Visitor: How much is teeth whitening and how long does it take?
- Assistant: In-chair whitening is $450 and takes about 90 minutes, with Dr Amara. Would you prefer an evening or a weekend appointment?
- Visitor: Weekend if possible. Is there a wait?
- Assistant: Weekends are on a short waitlist at the moment. I will pass your details to reception and they will confirm the first slot — can I take a number to reach you on?
- Specific treatment
- Weekend preference
- Contact number given
Waiting in the pipeline with an owner, not on a notepad by the phone.
What changes at the desk
The patient got a real answer at the moment she asked — price, duration and the name of the practitioner, taken from the treatment record rather than from a page that may not have been updated since the last fee review.
The waitlist status was honest, which is worth more than it sounds. Telling somebody that weekends are tight and then capturing their number is a better outcome than either a fake availability promise or silence.
And the enquiry landed somewhere. It is a scored lead in the pipeline with an owner, a stage and a follow-up date, and the full transcript against the record. Reception no longer arrives to a notepad and an inbox and a vague sense of what is outstanding. They arrive to a board.
The shape of the change
Behaviour, not percentages.
- An 8pm enquiry reaches a voicemail greeting.It is answered, priced and captured at 8pm.
- Reception answers the same six questions all day.Reception handles the patients in front of them.
- Enquiries scatter across inbox, notepad and memory.One pipeline, one owner and one follow-up date each.
- Nobody knows which enquiries went cold.Tier, stage and follow-up compliance are visible on the board.
What to watch once it is running
The widgets are generated from the treatment list, so the practice gets its own vocabulary back rather than generic charts.
- Price range, category mix and average duration across your treatment list.
- Enquiries by tier, and how many reach a booking.
- Availability rate — how much of what patients ask for is Available rather than on Waitlist.
- Which campaign or referral source produces enquiries worth following up.
- Line of code to install
- 1Line of code to install
- Guided setup, start to live
- ~5 minGuided setup, start to live
- Languages, right-to-left included
- 30+Languages, right-to-left included
- Answering, including 2am
- 24/7Answering, including 2am
Product facts, checkable in the app. Not outcome claims.
Questions this industry always asks
- Will it give medical advice?
- No. It answers from the treatment records, prices and documents you give it. Anything clinical is collected as a question and handed to your team with the transcript.
- What about patients who do not speak English?
- 30+ languages are built in and right-to-left scripts render properly, so the conversation happens in the patient's own language and is stored that way.
Keep reading
- Professional servicesProfessional services: qualifying before the discovery callHalf of a firm's discovery calls end in “not a fit”. The assistant establishes that before the calendar invite goes out.
- E-commerceE-commerce: the pre-purchase question that decides the cartShoppers abandon over one unanswered question about sizing, stock or shipping. Nobody was awake to answer it.
- Your industryNot on the list? Then name the record and the rest followsConGreeto was not built for five industries. It is a model you define — name your record, name your fields, and the assistant, pipeline and dashboards build themselves around it.
Your visitors are already asking these questions.
One line of code, about five minutes of setup, and something is there to answer them.