Overview
A clinic’s website already says when you are open, what a check-up costs and what to do before an appointment. The questions still arrive by phone and email, because nobody wants to read four pages at nine in the evening.
This agent reads those pages and answers from them, with the source shown. It is not a clinician. It makes no medical judgement, and when a question is outside your pages it says so and does the step you chose.
Why a clinic should keep the agent to its own pages
A patient’s question about hours or prices has a single right answer, and it is on your site. A question about symptoms or treatment does not belong to an agent at all.
Keeping the agent to your pages is what keeps it on the right side of that line. It answers only from the material you gave it, and when the material does not cover a question it says so rather than improvising.
You choose what comes next. When it cannot answer, it can hand the question to your team, link to your booking page, ask for details, or simply say so and stop.
Step by step
Create the Support Agent
Open the agent switcher and choose New Support Agent. Give it your clinic’s name and a handle.
Setup reads your site’s pages from the address you give it. Check that it found your hours, prices and preparation pages.
hiy.ai/appThe switcher is where every agent after your first one starts. Add the pages patients ask about
Add anything it missed by its address, or upload a PDF such as a price list. Write a short page into Knowledge for a rule you only ever give out by phone, such as what to bring.
Remove what is out of date before you test. The agent repeats whatever is in front of it.
Knowledge · Add- Write a pageAnything you’ve written — notes, an FAQ, a bio.
- Upload a filePDF, Word, Markdown or plain text.
- Add a pageAny post or page address. We read the article text.
The ways to add material: write a page, upload a file, or add a page by its address. Test the hours, then test the edge
In the Test chat, ask what your hours are on Saturday and what a check-up costs. Check that each answer cites the right page.
Then ask something your pages do not cover, such as a question about a treatment. It should say so plainly and not guess.
TestWhat are your opening hours on Saturday?
We are open from 9 until 1 on Saturdays. The clinic is closed on Sundays.
Opening hourslarkfield-dental.example.comAn opening-hours answer, built from the clinic’s own page, with its source. - A questionThe agent checks your material.
- Material foundAnswer with a citation that opens the passage.
- Material missingAdmit the gap and add it to your queue.
What happens at the edge of the material Choose what it does when it can’t answer
Under Behaviour, Rules, When it can’t answer, pick the next step. Link to a page shows a button to your booking page. Hand over passes the question to your team. Ask for details lets the patient leave details so you can reply. Nothing says so and stops.
For most clinics a booking button is the kind answer to “can I come in on Tuesday?”. For anything else, hand over, so a person reads it.
Behaviour · When it can’t answer- Hand overThey leave an email for your team.
- Ask for detailsThey leave details so you can reply.
- Link to a pageA button to a page you choose.
- NothingIt says so and stops.
The four next steps. Link to a page is chosen here: the agent says it can’t answer and shows a button to your booking page. Decide who reads handovers
A handed-over question lands in your Inbox with the transcript. Fill in Send handovers to if they should go to a shared front-desk address, and set your weekly hours under Team hours so a patient is told when you are back.
If you want patients’ card, IBAN, ID or passport numbers kept out of stored conversations, switch on masking under Workspace, Data & privacy.
Put it on your site and read the gaps
Open Channels, choose Chat widget, and press Install. Where to paste shows the steps for your site’s builder, such as WordPress, Squarespace, Wix or Webflow. List your site under Allowed websites, choose Anyone on your sites, then paste the line it shows.
Check Unanswered each week. Each gap is a page you have not written yet.
What this will not do
Every playbook carries this section, because a recipe that only lists what works is marketing.
- It gives no medical advice and makes no compliance claim. It answers only from the pages you give it, and a clinic remains responsible for what those pages say.
- It does not take bookings. It can show a button to your booking page, or pass the question to your team.
- It does not read or change patient records. Anything a patient types into the chat is a conversation in your hiy workspace, which you and the teammates you invite can read.
- Anyone on your sites can open it, so treat what it knows as public.