AI Concierge User Guide

Your AI assistant is designed to answer questions, engage leads, follow up, and transfer conversations to your clinic team when necessary. It provides straightforward, helpful responses, assists with basic information, and smoothly transitions leads toward scheduling appointments. If the AI doesn't have the correct answer or requires your assistance in booking, it will politely respond to the contact, disengage, and notify you to take over.

The AI is instructed to communicate in a friendly, patient, and welcoming tone, designed to make interactions feel conversational, comfortable, and supportive.

• Text Portal: Directly entered text.

• Website Crawling: Information extracted from your website.

• Uploaded Documents: Files uploaded to your portal.

• Offer Ad Copy: the ad copy visited if the lead originated from a campaign

Knowledge Sources (excluding ad copy) can be accessed and updated through the AI Knowledge Base Tab.

The AI references your resources to search for answers. It can answer questions based on general industry knowledge or details explicitly provided in your resources.

For restricted topics, the AI will only respond using information specifically included in your resources. Restricted topics include:

• Pricing or financing

• Personalized treatment recommendations

• Medical guidance

• Treatment results and guarantees

• Specific aftercare and downtime instructions

• Clinic policies (refunds, cancellations)

• Who will perform treatments

Examples:

• Restricted Topic:

Customer: How much does Botox cost?

AI: Let me connect you with our team, who can better assist with pricing details 🙂.

• General Topic (Not Restricted):

Customer: What does Botox do?

AI: Botox temporarily blocks nerve signals to muscles, helping reduce wrinkles and create smoother skin.

Maintaining proper formatting is critical for ensuring the AI accurately interprets and utilizes your provided information.

Click Here To See A Properly Formatted Document

If not formatted correctly, the information will still be read but it may lead to potential confusion for the AI. If you have information which you don't know where to add, please let us know and we will double check to ensure it is properly formatted.

General Business Information: Include your business’s essential details clearly.

• Business Name: Your Clinic Name

• Address: Street, City, State, Zip

• Contact: Phone number, email

Services Offered: List each service or treatment provided by your business.

• Botox

• Laser Hair Removal

• Chemical Peels

Additional Treatment Information: Clearly list each treatment as its own line, with detailed restricted information provided below. The AI uses the treatment name to find and provide details.

PCA Skin Professional Chemical Peels

• Pricing: Starts at $150; customized peels available. Financing options available through CareCredit.

• Downtime: Noticeable peeling and redness lasting 3-7 days.

• Gently cleanse skin, moisturize regularly, and apply SPF 30 or higher daily. Do not pick at peeling skin.

Additional Special Offer Information: Clearly list each special offer as its own line, with details provided below. The AI references the special offer name to provide accurate details.

Bye Bye Razor Package

• Buy 5 sessions of Candela GentleMax Pro laser hair removal, receive the 6th session free. Applicable for select areas including legs, arms, and bikini area.

Files and text are both read by the AI the exact same way, and require the same formatting. You are not limited to one or the other, and you can combine them if you like. The system will read both and use the total information provided.

Add/Update Information Using Text Content (Be sure to follow formatting rules - see example)

Upload Knowledge Sources (Be sure to follow formatting rules - see example)

Enter your website into the website crawler, and the AI will add any information found into its resource memory.

Initially, the systems sends an outbound message sequence to the lead. Once the lead responds, the AI activates and begins to engage further.

Once the conversation begins:

1. AI begins with an engagement question

2. Naturally pushes the conversation towards scheduling

3. Clarifies scheduling preferences (morning/afternoon).

4. Notifies your team once preferences are clear.

Example:

AI: Have you ever tried a guided weight-loss program?

Customer: Not officially.

AI: That's exciting—this will be a fantastic first experience for you! Our guided program is perfect for beginners and provides personalized support to help you confidently reach your goals. We're looking forward to learning more about you and your journey. Do mornings or afternoons typically work better for a visit?

Customer: Afternoons.

AI: Any particular day?

Customer: Thursdays or Fridays.

AI: Great! I'll let our team know Thursday or Friday afternoons work, and we'll get back to you to confirm shortly 😊.

The AI will transfer conversations to your clinic under certain conditions:

A lead becomes "hot" when:

• They express clear interest in scheduling an appointment.

• They provide specific availability (day and time).

Example Conversation (Hot Lead):

Customer: I'd like to book an appointment for Botox next Tuesday afternoon.

AI: Wonderful! I'll notify our team that you're interested in booking an appointment for next Tuesday afternoon. We'll reach out shortly to confirm 😊.

Action: Disengage and notify clinic.

The AI times out and transfers when:

• A restricted question is asked, and the answer is not clearly provided in resources.

• The lead requests specific details not available in provided resources.

Example Conversation (Timeout):

Customer: Can you guarantee I'll see results from the treatment?

AI: Let me connect you with a team member who can provide more details about expected treatment results 😊.

Action: Disengage and notify clinic.

You can re-engage the AI to follow up with a lead after you've personally interacted or if the lead becomes unresponsive:

1. Move the contact to the "AI Follow-up" stage in your pipeline.

2. The AI will automatically send 4 friendly, conversational follow-up messages over the course of 3 days to encourage the lead to respond.

3. If the lead remains unresponsive after these follow-ups, they will be automatically moved to the "Recycled" stage for future outreach.

• Day 1 Follow-up: "Hi [Name], just following up on (reference last question) Let me know if you have any questions or if you'd like help scheduling an appointment 😊."

• Day 2 Follow-up: "Hi [Name], we’re here if you need anything! Do you have any questions about this special or our clinic? 🙂"

• Day 3 Follow-up: "Hi [Name], as a quick reminder, we were talking about (reference) - we wanted to check in one last time. Feel free to reach out whenever you’re ready!"

To configure your AI assistant, submit the AI integration form within your account. You can either create a new integration or update an existing one. The information you provide in this form will enable the AI to access specific campaign details, including engagement questions, booking links, and notification preferences for the campaign.

1. Navigate to the AI integration section in your account.

2. Choose to either create a new integration or update an existing integration.

3. Fill out the form with your campaign-specific details.

4. Submit the form to activate or update your AI integration.