Overview
The Update Appointment flow allows patients to confirm, cancel, or reschedule appointments directly through the Virtual Agent — without needing IVR menus or staff intervention.
The system listens for intent (e.g., “confirm,” “cancel,” or “reschedule”) and automatically updates the EMR if the action is permitted.
How It Works
- Patient calls and states their intent (confirm, cancel, or reschedule).
- Phelix finds their next eligible appointment in the EMR.
- The system checks any time limits you’ve configured (e.g., no updates allowed within 2 hours of appointment).
- If allowed, the action is completed and the EMR is updated.
- A confirmation message is read aloud to the patient.
- If not allowed or no appointment is found, a fail action (e.g., transfer call) is triggered.
Visual workflow:
Patient Intent → Appointment Search → Time Limit Check → EMR Update → Confirmation Message or Fail Action
1. Confirm Appointments
Lets patients confirm their upcoming appointment when within your allowed time window.
| Setting | Description |
| Time Limit (Up to that appointment confirmation is allowed) | Sets how close to the appointment a confirmation can be made. For example, 24 hours = confirmations allowed until 24 hours before the appointment. |
| New EMR Status | Defines the status code to apply when the appointment is confirmed (e.g., C for Confirmed). |
| If Unable to Confirm | Determines what happens if the appointment cannot be confirmed. Options: Transfer Call, End Call, Start from Beginning. |
| Transfer To | The phone number calls are redirected to if Transfer Call is selected. |
| Message | The message the Virtual Agent reads when confirmation fails (e.g., “I can’t confirm your appointment right now.”). |
Example:
A patient says, “I’m confirming my appointment.”
→ Phelix checks if the appointment is still eligible.
→ If within the time window, EMR updates to status C.
→ The agent confirms the update verbally.
→ If too close to the visit, the call transfers to reception.
2. Cancel Appointments
Allows patients to cancel appointments on their own when within your clinic’s cancellation window.
| Setting | Description |
| Time Limit (Up to that appointment cancellation is allowed) | Restricts how close to the appointment a cancellation can be made. For example, 24 hours = cancellations allowed until 24 hours before the appointment. |
| New EMR Status | Clinic-defined cancellation code (e.g., CA, X, or Cancelled). |
| If Unable to Cancel | What to do if cancellation fails (same options as above). |
| Transfer To | The number to forward calls to if cancellation is not allowed. |
| Message | The verbal message the patient hears when cancellation cannot be processed. |
Example:
A patient says, “I’d like to cancel my appointment.”
→ Phelix checks the EMR and finds the matching appointment.
→ If cancellation is still permitted, the appointment is marked with your configured status code.
→ The patient hears a message confirming cancellation.
→ If blocked by timing, the call is redirected to the clinic.
3. Reschedule Appointments
Lets patients move their appointment to a new date or time through the Virtual Agent.
Rescheduling uses live EMR schedules (via schedule template codes) to find available slots.
| Setting | Description |
| Schedule Template Code | Defines which EMR schedule templates the Virtual Agent can use to find available times. Multiple codes can be entered, separated by commas (e.g., A,B,C). |
| Use Appointment Type as Schedule Template Code | If enabled, uses the appointment’s existing type as its schedule template code. Only turn on if these values match in your EMR. |
| Time Limit (Up to that appointment reschedule is allowed) | Restricts how close to the appointment a reschedule can occur. For example, 24 hours = reschedules allowed until 24 hours before the visit. |
| Confirmation / Instruction Message | The verbal message the Virtual Agent reads after successfully rescheduling or providing next steps. |
| Appointment Slots Logic | (Optional) Enables filters to only show slots within certain time bounds. Leave off if not required. |
| If Reschedule Fails | Defines fallback actions when rescheduling is not possible. |
| Action Type | Choose Transfer Call, End Call, or Start from Beginning. |
| Transfer To | Number to transfer the call to if rescheduling fails. |
| Message | Message read if no slots are available or rescheduling isn’t permitted. |
Example:
A patient says, “Can I move my appointment to next week?”
→ The agent finds eligible templates (A,B,C) in your EMR.
→ It reads available times and confirms one with the patient.
→ The appointment is rebooked in the EMR, and a confirmation message is played.
→ If no slots are found, the agent says your configured “reschedule failed” message and can transfer the call.
4. Common Settings Across All Update Flows
| Setting | Description |
| Time Limit | Defines when an update is allowed. Choose minutes, hours, or days. |
| EMR Status Mapping | Ensures that every appointment update writes back to the correct EMR code (e.g., Confirmed = C). |
| Handling Update Issues | Decides what happens if an appointment can’t be updated — for example, when it isn’t found or can’t be changed. Choose to transfer, end call, or restart. |
| Confirmation / Instruction Message | The spoken response patients hear after a successful action or instruction. |
Example Scenarios
| Scenario | Outcome |
| Patient confirms appointment 12 hours before visit | Appointment updated to status C |
| Patient cancels 30 minutes before appointment (blocked by cutoff) | Agent triggers fail action (transfer to clinic) |
| Patient reschedules 3 days before visit | Appointment rebooked automatically, confirmation message read aloud |
| Patient tries to reschedule outside allowed time window | Agent triggers “reschedule failed” message and fallback action |
Summary
- Confirm — Updates EMR status (e.g., to C) when the patient confirms.
- Cancel — Changes appointment to your clinic’s defined cancellation status.
Reschedule — Cancels and rebooks using allowed schedule templates or appointment type codes.