The settings fit most practices. Some call handling is more specific than any setting can express:
- 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.
How to ask for one
- Send what your front desk already follows — a call script, a flowchart, a decision tree, an SOP. Word, PDF, a Google Doc link or a photo of the paper version all work. If nothing is written down, list the rules in plain language.
- Add two or three example calls: "New patient calls at 4:49 AM → take a message, do not offer a slot."
- Email team@healos.ai with your practice name, the document, the examples, and who at the practice signs off on the final version.
What stays yours while a custom workflow is running
Your Settings page shows a banner saying the call script is managed by HealOS. These still work from Settings exactly as before: the greeting and AI name, EHR actions and booking defaults, transfer numbers, and intake-form settings.
Call-handling rules and FAQs typed into Settings are saved but do not change the custom script. Send changes to us and they are usually live within a day.
Not sure whether your case needs this? Send the script anyway. If a setting already covers it, we will point you at it.