> ## Documentation Index
> Fetch the complete documentation index at: https://docs.healos.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom workflows

> When the settings cannot express how your practice handles calls, send us your script and we build it.

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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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."
  </Step>

  <Step title="Email team@healos.ai">
    Include your practice name, the script or workflow document, the examples, and who at the practice confirms the final version.
  </Step>
</Steps>

## 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](mailto:team@healos.ai) and we usually have them live within a day.

<Tip>
  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.
</Tip>


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