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Phone, WhatsApp, Instagram, Messenger, verified email and webchat land in one thread per person - and a member of staff can take that thread back mid-conversation, on a window that expires by itself.
Drawn from the tools the text agent really has and the results they really return. The names, times and reference numbers are invented.
Hi - do you have anything Thursday afternoon for a check-up?
Let me check Thursday afternoon for you.
15:00 has just gone. I can do 15:30 or 16:15 with Dr Serra Kaya - which suits you?
15:30 please
You're all set, Nadia Rehman. Your appointment for a dental check-up with Dr Serra Kaya on Thursday, 14 May 2026 at 15:30 is confirmed. The confirmation will go to nadia@example.com; let me know if that address needs changing.
The last message is not the model's. When a booking commits, the reply is built from the booking result - so the agent cannot congratulate someone on an appointment that was never written.
Everything the tool hands back. The event id and calendar id are stripped out of anything the patient sees, along with tool names and calendar links.
| Contact | Channel | Last message | Status |
|---|---|---|---|
| Nadia Rehman | You're all set, Nadia Rehman. Your appointment… | AI replied | |
| Hanne Vos | my chest is really tight and I can't catch my breath… | Needs a human | |
| Emeka Balogun | Instagram DMs | any slots this weekend? | AI replied |
| Tomás Iglesias | Do you take the family plan? | Manual control · 15 min |
Taking a thread over is timed: staff choose one minute, fifteen minutes, or until they switch it back. An expired window returns the thread to the agent with no scheduled job and no second write.
Phone, SMS, WhatsApp, Instagram, Messenger, signature-verified inbound email and persistent webchat share one conversation context and one staff inbox.
Concierge responds whenever the channel is enabled, using your configured business information, tone and operating rules.
It qualifies the enquiry and checks connected availability. When the validated connection supports writes, it can record, reschedule or cancel bookings and send configured reminders; otherwise it creates a staff handoff.
It can recover missed calls, follow up enquiries, re-engage quiet contacts and offer newly freed appointment slots from the waitlist.
Persistent conversations land in one inbox. Staff can review the history, reply and take control without making the customer start again.
When provisioned, a caller can be warm-transferred to the clinic. If nobody accepts, Concierge returns to the call and offers to take a message.
Not every surface is the same product. Two of them never reach the agent at all, and two more stay dark until the clinic turns them on.
| Channel | Answered by | What that means |
|---|---|---|
| Phone | Agent | Answered per number. The default is the turn-by-turn pipeline; the realtime worker answers only on numbers switched to it. |
| Agent | Twilio or the Meta Cloud API, whichever the number is on. Both share the same agent and the same thread. | |
| Instagram DMs | Agent | Queued encrypted before the webhook is acknowledged, then drained one sender at a time, in order. |
| Instagram comments | Staff only | Kept for staff to answer. The automatic reply is switched off in code while the Meta permission is unavailable. |
| Messenger | Agent | The same queue and the same agent as Instagram DMs. |
| Webchat | Off until enabled | An embedded script on the clinic's own site. A staff reply reaches the visitor when the widget next polls; there is no push. |
| Off until enabled | The inbound address is claimed by one clinic only, and the webhook signature is checked over the raw body. | |
| SMS | Staff only | An inbound text is stored and handed to staff with a fixed acknowledgement - no agent, no booking. Outbound SMS is used for reminders and freed-slot offers. |
The order of these steps is the safety property, not an implementation detail: a call reaches a model only after the clinic has been identified, the request proved to have come from the carrier, and the clinic's AI switch read fresh.
request_received
The form body the carrier posted is parsed.
route_or_clinic_lookup
The dialled number resolves to a clinic through the number routing table.
signature_validation
The signature is checked against that clinic's own carrier account token. A failure gets a generic greeting and a plain 200 - never the SIP credentials.
clinic_ai_state_read
The clinic's AI switch is read directly, without a cache. A read that fails is treated as off.
the gate
A clinic that is off or paused hears one neutral notice and the call ends here: no greeting, no staff dial, no model.
context_load
Conversation history, the patient record and cross-channel memory load together.
ai_path_total
One model call, then the spoken reply and the next prompt.
Which pipeline answers is set per number. The default is the turn-by-turn one; the realtime worker answers only on numbers explicitly switched to it.
A patient or customer calls, texts, emails, opens webchat or messages on WhatsApp, Instagram or Messenger. Concierge continues the conversation in your voice.
It answers common questions, checks details, confirms availability and follows the rules your team already uses today.
Concierge records appointments or callbacks, sends reminders, works the waitlist and follows up on an enabled outbound channel when appropriate.
Staff can take over from the shared inbox. Provisioned voice deployments can also transfer the live call or capture a message when no one answers.
A front desk is judged on what it refuses. These are enforced in code - before the model, or instead of it.
Enforced in code
Never, whatever the model says
The emergency gate
No tools calledmy chest is really tight and I can't catch my breath, can I come in tomorrow?
It's best to get this looked at quickly. The fastest way is to reach the clinic on +90 212 000 00 00. If it's a life-threatening emergency, please call your local emergency services (911, 112 or 999) or go to your nearest emergency room.
A detected emergency ends the turn before any tool runs: no availability lookup, no booking, no model-written reply. The wording above is fixed in code and sent exactly as it is - the same English text on every clinic - while a handoff is filed for staff and the thread is marked as needing a person.
Two kinds of team run this: clinics that cannot let a patient question wait, and service businesses where the first reply wins the job.
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