Published 23 October 2026
START WITH THE GAPS IN THE BUYING JOURNEY
Missed calls at peak, long callback queues, high no-show rates and recall lists that are never worked. Marketing spend produces enquiries nobody answers.
This guide describes the workflow design published in Xiilio’s industry playbook. It is not a case study or a claim of achieved results. Access, permissions and the connected systems determine what can be deployed.
- Calls missed at peak clinic hours, with no out-of-hours cover
- Enquiries requiring a callback go cold before the callback happens
- No-show rates erode clinician utilisation
- Recall and follow-up lists exist but are never worked
MAP THE HANDOVERS BEFORE ADDING AUTOMATION
Write down the decision at each stage, who owns it and what information the next person needs. Qualification is not a substitute for a regulated or commercial decision.
- Symptom or intent: Patient searches a treatment, condition or clinic name, often out of hours.
- Enquiry: Phone, form or chat asking about price, availability, location and what is involved.
- Booking: Consultation booked; the decision often hinges on how quickly a slot is available.
- Treatment and recall: Attend, treat, then follow-up and recall — the most under-worked revenue in the sector.
OUT-OF-HOURS ENQUIRY CAPTURE
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Enquiry arrives outside clinic hours
- ARIA answers administrative questions from your approved knowledge base
- Anything clinical triggers an immediate refusal and a callback booking with your team
- Appointment written to the practice management system
- Summary sent to reception for the morning
NO-SHOW REDUCTION
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Appointment booked; confirmation sent immediately
- Reminders at intervals you set, with one-tap reschedule
- Missed appointments trigger a rebooking offer within hours
- Attendance outcome written back for measurement
RECALL AND FOLLOW-UP
Agree these steps with the owning team, test the handovers and review exceptions before enabling the workflow.
- Recall due dates identified in the practice system
- Consent to contact verified first
- Invitation sent with direct booking
- Non-responders capped at your defined attempt limit and closed
CONNECT THE EXISTING STACK, WITH EXPLICIT BOUNDARIES
No rip-and-replace is the starting point. Confirm API availability, permissions, record mapping and failure handling with the system owner. Product names in the playbook describe systems commonly used in this sector; they do not imply a partnership or a prebuilt connector for every installation.
- Practice management system
- Clinician calendars
- Telephony and messaging
- Google Ads, Meta and GA4
- Payment provider for deposits, handled outside the agent
KEEP THE APPROVAL GATES VISIBLE
Automation should stop at the boundaries agreed with your team. Record escalations and approval decisions alongside the workflow activity.
- Clinical team approves every knowledge-base answer
- No diagnosis, triage or suitability opinion, ever
- Advertising claims approved before use
- Escalation to a clinician on any clinical question
MEASURE OUTCOMES, NOT ACTIVITY ALONE
Agree the baseline, reporting period and source of each metric before launch. Reconcile CRM outcomes with your own records; do not treat a modelled return or an advertising dashboard as independently audited revenue.
- Enquiries answered versus missed
- Enquiry to booked appointment rate
- No-show rate
- Chair or clinician utilisation
- Cost per attended appointment