Skip to main content
The settings cover most practices. Some call handling is more specific than any setting can express, for example:
  • Fixed booking slots (10:30, 11:00, then 2:30 to 4:00 only)
  • Insurance verified before the calendar is even mentioned
  • Message-only during lunch, no booking after 5 PM, weekends to urgent care
  • A scripted greeting read word for word
  • Different rules per provider or per location
  • A specific order of questions, or questions the AI must never ask twice
In those cases, do not try to force it through the free-text fields. Ask us to set up a custom workflow and custom instructions for your practice.

​
How to request one

1

Gather what your front desk already follows

A written call script, a flowchart, a decision tree, or a standard operating procedure. Word, PDF, a Google Doc link, or even a photo of the paper version is fine. If nothing is written down, list the rules in plain language.
2

Add a few example calls

Two or three short examples of what should happen: “New patient calls at 4:49 AM → take a message, do not offer a slot.”
3

Email team@healos.ai

Include your practice name, the script or workflow document, the examples, and who at the practice confirms the final version.

​
What stays in your control

While a custom workflow is active, your Settings page shows a banner saying the call script is managed by HealOS. These still work from Settings exactly as before:
  • Greeting and AI name
  • EHR actions and booking defaults
  • Transfer numbers
  • Intake form settings
Call-handling rules and FAQs entered in Settings are saved but do not change the custom script. Send changes to team@healos.ai and we usually have them live within a day.
Not sure whether your case needs a custom workflow? Send the script anyway. If a setting already covers it, we will point you to it.