Capability · Conversation
Practice knowledge & pricing answers
Practice knowledge gives patients clear answers about your services, prices, opening hours and location. Answers come from information you approve, so your team spends less time on routine questions.
At a glance
- What it does
- Answers questions about your services, prices, hours and location
- Channels
- Inbound and outbound calls, with additional channels available
- Integrations
- Your approved practice information and practice system, such as Dentally
- What you can customise
- Which topics are covered, how prices are given and which questions go to your team
- What your team sees
- A summary of every conversation, including questions passed to your team
- Setup
- Done for you by our team, around the information you approve
How it works
Practice knowledge is built around your practice. Our team does the setup work: we gather the information you approve, agree with you how each kind of question should be handled, and Intavia uses it in every conversation, on every channel set up for your practice.
- Plan: we agree with you what patients can be told, from services and prices to opening hours, directions and policies, and which questions go to your team.
- Build: our team turns that into your approved practice information, such as your services with their descriptions, prices and durations, your clinicians and locations, and your reception hours.
- Answer: when a patient asks, Intavia answers from that information in plain words, and can move straight on to booking where the service allows it.
- Hand-over: when there's no approved answer, Intavia tells the patient your team will confirm it and passes the question on, rather than guessing.
- Update: when something changes, such as a price or your opening hours, our team updates the information.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Topics | Which subjects are covered, such as services, treatments, prices, opening hours, location, parking, access and policies |
| Prices | Which prices are shared, such as fixed fees or starting prices, and whether they're given only when a patient asks |
| Treatment descriptions | How each service or treatment is described, in your own approved wording |
| Clinicians and locations | Which clinicians offer which services, and at which locations |
| Opening hours | Your reception hours for each location, including bank holiday hours |
| Questions for your team | The topics passed to your team, such as clinical questions, insurance cover or anything without an approved answer |
Works together with
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
- Practice rules & policies: Your booking rules, cancellation policy and hand-off rules, followed on every call.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- Multi-channel communication: Conversations with patients by phone, text, email, WhatsApp and your website, inbound and outbound.
- Natural conversation: Warm, responsive calls that cope with interruptions, corrections and background voices.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
FAQs
No. It can describe a treatment in your approved wording, but questions about symptoms, suitability or results are passed to your team. Urgent concerns follow the route your practice agrees.
Questions that need your team are passed on, with the caller's contact details where they've given them. If the same question keeps coming up, our team can add an approved answer to your practice information.
Your website is a good starting point. Our team reviews it with you, and only the information you approve is used in conversations.
We set up each channel from the same approved practice information, so answers stay consistent.
Tell your support team what has changed and they update your practice information. There's nothing for you to configure.