Overview
The Knowledge Base defines what your Virtual Agent says when patients ask common questions.
Each row in the Knowledge Base represents a fixed intent — a topic your agent can recognize (like “Clinic Hours” or “Referrals”) — and includes the script your agent will use to respond.
All accounts come with the same list of preconfigured topics.
You can edit the wording of each response, but cannot add, delete, or reorder items.
Actions are limited to either:
- No Action – the agent gives the answer and continues the call
- Forward Call – the agent transfers the caller to your front desk after answering
- Booking Appointments - allows patients to book appointments directly through the Virtual Agent
Coming soon - Creating Tasks in the EMR – automatically create follow-up or internal tasks for staff
- Sending Forms via SMS/Email – securely send required forms to patients during the call
How It Works
- A patient calls and asks a question (e.g., “What time do you open?”).
- The agent detects the matching intent from the Knowledge Base (e.g., “Clinic Hours”).
- It reads the response saved under Prompt Instructions.
- Depending on the Action, the call either continues or is forwarded.
All Knowledge Base updates apply instantly after saving — no restart needed.
How to Edit a Knowledge Base Item
- Go to Control Panel → Virtual Agent → Flow Builder → Conversational Flow → Knowledge Base.
- Locate the topic you want to update.
- Edit the Prompt Instructions field (the text your agent says).
- Select the Action:
- No Action → agent gives the answer and waits for another question.
- Forward Call → agent transfers to your clinic’s front desk after answering.
- Book Appointment → the agent transitions to the booking flow to schedule a patient visit using your EMR’s live schedule.
- Click ✓ Save.
💡 Tip: Keep answers short and conversational — patients should hear the full message without waiting too long.
Understanding Each Knowledge Base Topic
Below is an overview of the fixed topics your Virtual Agent comes with and what they control:
| Topic / Intent | What It Covers | Recommended Action |
| Agent Welcome Message | The first message callers hear. Should briefly explain who you are and what the agent can help with. | No Action |
| Call Hangup Message | The closing statement when calls end. | No Action |
| Location / Address / Directions | Your clinic’s street address and parking or landmark details. | No Action |
| Clinic Timing / Days / Hours | Your regular operating hours and holiday closures. Keep this up to date during seasonal changes. | No Action |
| Parking | Details about where patients can park (front lot, street, underground). | No Action |
| Contact (Phone / Fax) | Lists your main phone and fax numbers. | No Action |
| Services | Lists your clinic’s general services (e.g., family medicine, walk-in, virtual). | No Action |
| Wait Time | Describes current wait times for appointments or walk-ins. | No Action |
| Payment / Invoices | Provides information about accepted payment methods or billing inquiries. | No Action |
| Emergency | Guides patients on what to do in case of medical emergencies. | No Action |
| Test Results | Used when callers ask about lab or test results. Typically directs patients to book a follow-up or contact staff. | Book Appt |
| Referrals | Handles questions about referral status or referral-based visits. | Forward Call |
| New Patient | For inquiries about joining the clinic. Can be updated to reflect whether your clinic is accepting new patients. | Forward Call |
| Prescription Info | Triggered by phrases like “refill,” “renewal,” or “prescription.” Usually directs patients to book an appointment or speak to staff. | Forward Call |
| Medical Records | For patients requesting copies of their charts or forms. | Forward Call |
| Clinical Concerns | Used when patients mention a new or ongoing health concern that requires physician review. Typically directs patients to book an appointment. | Book Appt |
🧩 Note: Some intents like “Test Results,” “Referrals,” and “Prescriptions” often overlap. Make sure your Prompt Instructions reflect your clinic’s workflow — for example, whether results are discussed only in booked visits or over the phone.
Actions
| Action | Description |
| No Action | The agent plays the message and waits for the caller’s next question. Use this for general information like hours or directions. |
| Forward Call | The agent transfers the call to your front desk number after speaking. Use this for topics that need staff attention (referrals, medical records, etc.). |
| Book Appointment | The agent automatically transitions to the booking flow to schedule a patient visit using your EMR’s live schedule codes. Use this for intents like Test Results, Follow-Up Appointments, or Clinical Concerns where a booking is the next logical step. |
Editing Guidelines
- Keep responses under 30 words where possible.
- Avoid repeating information from multiple topics — for example, don’t include your hours inside the “Welcome” message.
- Use plain, patient-friendly language.
- Update time-sensitive info (hours, closures, parking, etc.) regularly.
- Always check that your forwarding number is correct and active.
Example Scenarios
| Patient Says | Agent Detects | Response Behavior |
| “What time do you open?” | Clinic Hours | Reads your hours → waits for next question |
| “Can I get my lab results?” | Test Results / Bloodwork | Reads your set message → transfers to staff |
| “I need to speak to reception.” | Reception / Front Desk | Transfers directly to front desk |
| “Do you accept new patients?” | New Patients | Plays your message → may transfer depending on your setting |
Next Step
Once your Knowledge Base messages are reviewed and updated, continue to [General Booking] to configure how the Virtual Agent books appointments.