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Client Calls
Intavia answers naturally, understands the request, and gathers the details needed to help.
IntegrationsPPS
PPS AI Receptionist
Intavia's AI receptionist connects to PPS to identify clients, check appointment context, check availability, create client records, and help with bookings, reschedules, cancellations, and approved notes where configured.
How it works
From client call to PPS outcome
The integration keeps PPS as the source of truth while Intavia handles the conversation, checks context, and completes approved actions.
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Identity Verified
For client-specific requests, Intavia checks the caller against your identity rules first.
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PPS Checked
Intavia checks client records, appointment context, availability, practitioners, and locations.
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Action or Handoff
Intavia completes approved PPS actions, or creates Intavia follow-up for your team.
PPS Actions
What your AI receptionist can handle in PPS
Clients get fast, personal, and reliable support. Your team gets fewer appointment requests and loose ends to chase after the call.
| Capability | Support | What this means |
|---|---|---|
| Client lookup | Supported | Finds matching PPS client records before appointment-specific help. |
| Appointment reads | Supported | Uses PPS appointment context for booking, changes, cancellation, and follow-up. |
| Availability checks | Supported | Checks PPS availability across configured locations, practitioners, and appointment types. |
| Book appointments | Supported | Books PPS appointments through approved appointment flows where configured. |
| Reschedule appointments | Supported | Moves appointments when the request matches your PPS setup and clinic rules. |
| Cancel appointments | Supported | Cancels appointments when the verified request matches practice policy and configured cancellation-reason rules. |
| New-client records | Supported | Collects required details and creates a PPS client record. |
| Approved client notes | Supported | Writes approved call notes to PPS client notes when note permissions and note types are configured. |
| Intavia follow-up | Supported | Creates call-related tasks, summaries, and handoff context inside Intavia for team review. |
Client lookup
SupportedFinds matching PPS client records before appointment-specific help.
Appointment reads
SupportedUses PPS appointment context for booking, changes, cancellation, and follow-up.
Availability checks
SupportedChecks PPS availability across configured locations, practitioners, and appointment types.
Book appointments
SupportedBooks PPS appointments through approved appointment flows where configured.
Reschedule appointments
SupportedMoves appointments when the request matches your PPS setup and clinic rules.
Cancel appointments
SupportedCancels appointments when the verified request matches practice policy and configured cancellation-reason rules.
New-client records
SupportedCollects required details and creates a PPS client record.
Approved client notes
SupportedWrites approved call notes to PPS client notes when note permissions and note types are configured.
Intavia follow-up
SupportedCreates call-related tasks, summaries, and handoff context inside Intavia for team review.
Setup & Onboarding
Mapped around the way your PPS clinic actually works.
Every clinic has its own appointment types, practitioners, locations, cancellation-reason rules, and note rules. Intavia is set up around that structure so callers are guided through the right flow instead of a generic script.
PPS setup
Permission-aware setup
Built around your real PPS appointment and note rules.
Connecting PPS securely
Mapping appointment types and locations
Agreeing booking and cancellation rules
Setting approved note and handoff rules
Call Handling
Deliver the fast, reassuring responses clients expect.
Every call is answered quickly and naturally. Clients get clear answers, simple appointment help, and a friendly experience that reflects your clinic.
Hi, you've reached Riverside Therapy. How can I help?
Client request understood
Identity verified
PPS context checked
Next step confirmed
Understand what each client needs
Complete the next step where configured
Route calls based on your rules
Hi, you've reached Riverside Therapy. How can I help?
Client request understood
Identity verified
PPS context checked
Next step confirmed
Bookings & Appointment Changes
Bookings, reschedules, and cancellations handled over the phone.
Where configured, Intavia can book, reschedule, cancel, and update appointments, helping your team stay focused on clients instead of repetitive admin.
New bookings where configured
Rescheduling and cancellations where approved
PPS booking and cancellation rules
Notes & Follow-Up
Call notes and follow-ups, ready for your team.
Where configured, Intavia can write approved call notes to PPS client records, then keep handoff context and internal follow-up tasks visible inside Intavia.
Follow-up task
Call summary attached
Summary
Patient asked for information from their medical record. Intavia confirmed the team would call them back.
Task
Practice team to review the record and share the information safely.
Staff notifiedTask created
Approved PPS client notes
Staff notifications for follow-up
Internal tasks your team can manage
Capture and nurture new enquiries
Follow-up task
Call summary attached
Summary
Patient asked for information from their medical record. Intavia confirmed the team would call them back.
Task
Practice team to review the record and share the information safely.
Staff notifiedTask created
Multi-Location Support
One front-office standard across every clinic location.
Whether you manage multiple PPS locations or a growing group, Intavia can be configured around each location's phone setup, appointment types, practitioners, and workflows, while giving teams clearer visibility across outcomes and follow-up.
Location-aware routing
Practitioner-specific availability
Appointment-type matching
Group-level outcome visibility
Transfers & Handoff
Knows when to handle it, and when to hand over.
Urgent, sensitive, unclear, or out-of-scope calls follow the escalation policies agreed during setup, so clients are routed safely and your team steps in when human judgement is needed.
Policy matched: urgent symptoms
Transfer in progress
Practice team notified
"I'm in severe pain after my procedure. Can I speak to someone?"
Intavia recognises the boundary, keeps the patient reassured, and connects them to the right person.
Patient
Intavia
Team
Urgent calls escalated to your team
Sensitive or unclear issues handled safely
Policies shaped around your preferences
Policy matched: urgent symptoms
Transfer in progress
Practice team notified
"I'm in severe pain after my procedure. Can I speak to someone?"
Intavia recognises the boundary, keeps the patient reassured, and connects them to the right person.
Patient
Intavia
Team
PPS integration
Map exactly what Intavia can handle for your PPS clinic.
Every PPS clinic works a little differently. We can help you map appointment types, practitioners, locations, cancellation-reason rules, approved notes, handoff rules, and follow-up workflows before launch.
Frequently asked questions
Yes. Intavia connects to PPS so your AI receptionist can identify clients, check appointment context, check availability, book and change appointments where configured, create client records, write approved notes where configured, and hand off when a call needs the team. For the broader call-flow process, see how Intavia works.
Intavia answers the call, understands what the client needs, verifies identity where client-specific details are involved, then checks PPS for the relevant client record, appointment context, availability, location, practitioner, or appointment type. PPS stays the source of truth, while Intavia completes approved actions or creates follow-up for the team.
Yes. Intavia can book appointments in PPS through approved booking flows, using your configured appointment types, locations, practitioners, availability, and clinic rules. For more on the wider workflow, see AI appointment booking by phone.
Yes. Intavia can reschedule or cancel PPS appointments when the client is verified, the appointment is identified, and the request matches your clinic policy and PPS setup. Cancellation also depends on the configured cancellation-reason mapping. If the request is unclear, sensitive, or outside your rules, Intavia hands off with the call context.
Yes. Intavia can collect the required details and create a PPS client record, then continue into the right booking flow when the request is supported.
Yes, where configured. Intavia can write approved call notes to PPS client notes when Client Note permissions and note type configuration are available.
No. Intavia creates call-related tasks inside Intavia, rather than as native PPS tasks. This gives your team a clear place to review handoff, follow-up, and call outcomes without claiming unsupported PPS task workflows.
For appointment automation, Intavia needs focused PPS API permissions for client details, client contact, diary appointments, appointment types, availability, practitioners, locations, and clinic or system reads. Client Note permissions are only needed if Intavia should write approved call notes back to PPS.
PPS integration work is scoped around your call volume, setup, and the workflows you want Intavia to complete. You can review the current plan structure on Intavia pricing, or compare other connected systems on the integrations page.