Who can do this?
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Account owner: Can enable booking agents for the practice group or grant access to individual users
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Practitioners and Administrators: Full Access (when granted access by the account owner)
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Requires an active Halaxy API subscription
Halaxy's booking agents work as an AI booking assistant for your practice. Agents let patients book, reschedule, and cancel appointments any time by chatting on your website or calling in, without the need to pick up the phone.
Before confirming any change, the booking agent checks real-time practitioner availability, so your schedule stays accurate. It's a hands-free way to handle the everyday scheduling calls and messages that pull your staff away from patient care.
Before you set up an agent, here's what the AI booking agent can do:
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Chat agent answers typed chats from patients on your website.
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Voice agent answers patient phone calls.
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Both agent types can check practitioner schedules and availability and create appointments on the patient's behalf.
Before you can create an agent, your account owner needs to enable the feature for your practice.
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Click Settings > General.
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Under the AI Settings section, next to Booking Agents, click the
pencil icon.
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In the pop-up, select Enabled then click Save. (Note: If your practice doesn't have an active Halaxy API subscription yet, you'll be prompted to purchase one.)
Tip
You can further customise each user's permissions to manage booking agents in their access settings.
Important
Before creating an agent, make sure you've set up your appointment types. The booking agent uses these to check availability and create bookings.
You can create a chat agent or a voice agent from the Agents page.
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Click Settings > Agents.
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On the top right, click Create New Agent.
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In the pop-up, configure the following:
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Name: Enter a name for the booking agent.
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Agent type: Select whether you want this agent to be a Voice Agent or a Chat Agent.
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Status: Set the status to Active to enable the agent to take calls or chats.
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Location / Practice: Select which location the agent can manage bookings for.
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Agent information: Enter any information you want your booking agent to know and relay to patients if asked. (If the agent is asked something it does not know the answer to, it directs the patient to contact the practice.)
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Capabilities: Enable the tasks that the agent is allowed to do: book new appointments, reschedule appointments, and/or cancel appointments.
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Click Save.
You have created a booking agent. Next, configure the agent further and (for chat agents) embed it on your website.
Click the tabs below to see step-by-step instructions on how to set up your chat or voice agent.
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Chat
A chat agent needs an installation domain before it can run on your website.
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Under Actions, next to your booking agent's name, click the
code icon.
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In the pop-up, configure the following:
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Installation domain: Enter your website domain where you want to install the chat agent.
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Greeting: Enter a custom greeting for when the agent opens the chat with the patient.
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To generate the embed code, click Save then click the
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In the pop-up, click Copy Code and paste the code into your website's code.
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Click Save.
You have created an AI chat booking agent for your website. A chat bubble now appears at the bottom-right of your website.
Note
To match the chat widget to your practice's branding colours, you'll need an active White Label Professional subscription. Set your colours, logo and icon in Settings > General > Patient Access > White Label, and make sure your White Label setting is Public.
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Voice
A voice agent answers calls using the details you set:
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Under Actions, click the
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In the pop-up, configure the following:
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Incoming call number: Select your practice's dedicated number. If you don't have one yet, click Purchase a number to buy one.
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Voice: Select the voice to use for the voice agent.
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Greeting: Enter the greeting message the booking agent uses when it answers a call.
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Transfer number: Enter a contact number to transfer the caller if the agent cannot help.
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Click Save.
You have created an AI phone booking agent. The new booking agent can now handle calls to your number and carry out the tasks you enabled for it.
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On the Agents tab, you can view and manage all your agents.
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Edit agent: Click the
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Manage agent configuration: Click the
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Delete agent: Click the
bin icon to delete an agent. Caution: This cannot be undone.
Click History on the Agents tab to see a record of every patient interaction handled by your booking agents.
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Agent: The booking agent that handled the interaction.
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Started: The date and time the interaction began.
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From: The caller's phone number for voice interactions. For chat interactions, this shows as Web chat.
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Patient: The patient the booking agent linked to the interaction, or Patient unmatched if none was found.
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Appointment: A link to the appointment created during the interaction, if any.
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Outcome: How the interaction ended.
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Completed: The agent completed the interaction by confirming, rescheduling or cancelling a booking.
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Escalated: The agent was unable to complete the request and directed the patient to contact the practice.
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Abandoned: The interaction ended before the agent could complete it. This may be because the caller hung up or the patient closed the chat window without a completed resolution for their booking.
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Transcript: Under the View column, click
view icon on any row to open details of the conversation, including the transcript for voice calls or the chat log for chat conversations.
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