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Workflow guide

Support plan for medical practices

Answer office hours, location, and approved insurance questions from pages your practice already publishes. Fees and anything clinical go to your staff. Chatsy has no HIPAA BAA, so keep patient data out of chat.

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What the visitor sees

Questions to test

What the agent answers, and what stays with your team.

Use these questions as test prompts. Each one should be answered from the source under it. Account-specific answers need authentication and a supported connection.

Clinic front desk

Planning sample

Answer from approved sources

  1. 01
    What’s the address of the Riverside office?Office hours and locations
  2. 02
    Is my PPO plan accepted?Accepted insurance plans
  3. 03
    What should I bring to my first visit?New patient FAQ.pdf
Boundary

Hand to your team

  • Medical advice and anything involving patient health information
  • Fee waivers and billing disputes
  • Appointment changes in your scheduling system
For example
Can you waive the late cancellation fee for my appointment?
Planning guide. The examples on this page help you scope a test. They do not mean every provider, data source, or action is already connected.

Handoff rules

Write down where the agent stops.

When it does, your team sees the whole chat, not a summary.

  1. 01

    Anything that sounds urgent

    The instructions tell the agent to point the visitor to emergency services and stop.

  2. 02

    Symptoms, test results, or medication

    The agent doesn’t answer. It asks the visitor not to share health details and hands the chat to your staff.

  3. 03

    A billing dispute

    The agent creates a support ticket for your billing team.

Not every job belongs to an agent. Emergencies, licensed advice, and decisions nobody has approved stay with people. See the stop conditions

What your team sees

A safer first version

Four steps, one pilot review.

Record a baseline before the test, use the same time window after it, and keep the result tied to your own conversation data.

  1. 01Choose one support job
  2. 02Add approved sources
  3. 03Set action and handoff rules
  4. 04Run a private test

Sample measurement checklist

Pilot review

Pilot review progress: 0/4

Questions before setup

Decide the rules before customers see it.

No. Chatsy doesn’t sign a HIPAA business associate agreement (BAA), so don’t use it to collect or discuss protected health information. Keep the agent to public questions like hours, locations, and accepted plans.

No. Agents can’t run scheduling actions. The agent shares the booking link or phone number from your pages, and your staff handles changes.

Account-specific lookups and actions in another system need a supported integration and the right permissions. Check the integrations directory before including either in the workflow.

Use real questions with sensitive data removed. Compare each answer with the approved source, test the handoff, and record any missing or incorrect answer before making the agent public.

More workflow guides

Plan another support job.

All solutions

Test one narrow workflow first.

Start with five real questions, remove sensitive data, and compare every answer with the source your team approved.

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