Inbound calls
Patients can book, cancel, and reschedule appointments and get answers to common practice questions.
Case study
AI Voice Automationfor a Multi-BranchAllied Health Practice
A custom AI voice solution integrated with Cliniko to automate bookings, appointment management, and appointment & invoice reminders.
One conversation for the patient—bookings, questions, and reminders handled naturally.
Patient
ClinikCalls AIUnderstands intent.
Follows your rules.
Takes action.
Follows your rules.
Takes action.
ClinikoReal-time updates
Branches
Services
Practitioners
Appointments
Invoices
Status updates
SMSEmailVoice
Outbound reminder calls
Appointment & invoice reminders, confirmation checks and status updates — so patients receive the right call at the right time.
Seamless integration
ClinikCalls is integrated with Cliniko and an external SMS platform for a connected, cost-effective communication workflow.
Better patient experienceNatural conversations, faster resolutions.
Less admin workAutomates repetitive calls and manual follow-ups.
Customised workflowsBuilt around your practice, not a one-size-fits-all solution.
Cost-effective communicationExternal SMS integration to reduce SMS spend.
The challenge
Why a standard voice agent wasn't enough
This wasn't a simple booking setup. The practice operated across multiple branches, services and practitioners, with different scheduling requirements and workflow rules.
Patients needed help with bookings, cancellations, rescheduling and common questions, while the practice also needed automated reminder calls for appointments and invoices, with each outcome updated in Cliniko.
The challenge wasn't simply answering calls, it was making AI work within the way the practice actually operates.
Multi-branch operations
Managing patient interactions across multiple practice locations.
Multiple services & practitioners
Handling different services, practitioner availability and booking preferences.
Inbound & outbound workflows
Supporting bookings, cancellations, rescheduling, FAQs and reminder calls.
Practice-specific rules
Applying the practice’s own inclusion, exclusion, and scheduling requirements.
Cliniko integration
Keeping appointments, reminders and relevant statuses connected with Cliniko in real time.
Patient communication logic
Coordinating voice, SMS and email interactions without unnecessary duplication.
The solution
What we built: one AI voice solution,multiple connected workflows
ClinikCalls is a custom AI voice solution integrated with Cliniko and built around the practice's structure, processes and booking rules.
It connects patient conversations to the right actions in the practice, creating value and keeping everything in sync.
ClinikCalls AI — the intelligent voice layer
- Understands intent
- Follows practice rules
- Takes action
- Updates systems
Real-time two-way sync keeps everything accurate and up to date.
Cliniko — practice management system
- Appointments
- Practitioners
- Invoices
- Statuses & notes
Inbound patient calls
Patients call the practice and ClinikCalls AI understands their intent and takes the right action.
- Book appointments
- Cancel appointments
- Reschedule appointments
- Ask common questions
Works across branches, services and practitioners while following the practice's booking rules and preferences.
Outbound reminder calls
ClinikCalls proactively reaches out and keeps patients informed.
- Appointment reminders
- Invoice payment reminders
- Confirmation checks
- Relevant status updates
Smart logic considers existing SMS and email confirmations to avoid unnecessary reminder calls.
Integrated patient communications
Voice, SMS and email are connected into one seamless communication workflow.
Cost-effective SMS integration
An external SMS platform is integrated to reduce SMS costs while staying seamlessly connected.
Customised around the practice
Configured around the practice’s branches, services, practitioners, booking rules and FAQs.
Built for accuracy and trust
Every conversation is designed to create value, take the right action and keep systems up to date.
How it works
From patient call to completed action
Patient interaction
A patient calls the practice or receives an outbound appointment or invoice reminder call.
Intent recognition
ClinikCalls identifies patient needs, including book, cancel, reschedule, questions, confirmations and invoice reminders.
Practice rules applied
The AI follows the practice’s own rules around branches, services, practitioners, availability and workflow preferences.
Cliniko action
ClinikCalls reads from Cliniko and completes booking, appointment updates or reminder outcomes.
Communication check
For reminder workflows, the system checks existing SMS or email confirmations to avoid unnecessary calls.
Status updated
The outcome of the interaction is reflected back in Cliniko so the practice remains up to date.
Practice structure considered
Branches · Services · Practitioners · Availability · Booking rules
Information accessed in Cliniko
Appointments · Practitioners · Services · Invoices · Notes
Confirmation awareness
Existing SMS · Email · Patient responses
The patient experiences one conversation. Behind it, ClinikCalls coordinates multiple systems, rules and actions in real time.
- Accurate actions based on real-time data and rules
- Always up to date with two-way sync to Cliniko
- Better patient experience and less admin for staff
Want a similar workflow for your practice?
Book a free consultation and live demo — configured around your software, booking rules, and patient journey.