Front Desk Agent
It books, reschedules and fills canceled appointments for six clinics, day and night, inside the scheduling system they already used.
Example business · Physical therapy group, 6 clinics
+19%
visits per week
71%
of canceled slots filled again
24/7
booking
Time to build
4 weeks
Typical build price
$2,500–$6,000
Running cost
$350–$600 a month
Pays for itself in
about 2 months
See it running
The console the team works in.What it looks like on a phone.
A recreation of the live dashboard, playing one real job from start to finish.The texts the agent sends and gets back, playing one real job from start to finish. Names redacted.
[Clinic] PT
Text message · 1:52 PM
Hi Maya, a 3:30 PM spot with Dr. Ortiz opened up today. Want it? Reply YES to book.
YES
Booked
Today · 3:30 PM
Dr. Ortiz · Clinic 3 · 45 min
See you at 3:30. Reply R anytime to reschedule.
In plain English
Like a front desk person who picks up every text instantly, even at 11 pm.
Patients text or chat to book, move or cancel appointments. The agent answers right away, inside the scheduling system the clinics already use, and follows each clinic’s rules: which therapist does what, which insurance needs what and how long each visit takes. When someone cancels, it offers the slot to the waitlist. It never answers medical questions.
The problem
Before: the front desk was on the phone all day, and slots opened by late cancellations stayed empty.
Works inside the tools they already had
What the agent does, step by step
- 1
Answers every request
Texts and website chats get an answer right away, in the clinic’s own voice.
- 2
Knows the rules
It knows each therapist’s specialty, the insurance rules and how long each visit runs.
- 3
Fills cancellations
When a patient cancels, it texts the waitlist. The first person to say yes gets the slot.
- 4
Hands off cleanly
Anything medical goes to the staff with the full background. The agent never answers medical questions.
What goes in, what comes out
It reads
- Patient texts and website chat
- Each clinic’s live calendar
- Therapist specialties and hours
- Insurance visit rules
It produces
- ✓Booked and moved appointments
- ✓Waitlist texts that fill cancellations
- ✓Reminder texts the day before
- ✓Hand-offs to staff with full background
What it actually sends
A real-format example of one message from the agent. This is what the team sees, in the tool they already use.
Front Desk Agent AGENT
Wed 7:12 PM
Cancellation filled · Thu 8:00 AM · Downtown clinic
Slot refilled in 7 minutes. No staff time used.
A normal day before
With the agent
Phones ring nonstop at 8 AM
Most bookings already done by text overnight
Late cancellations leave empty slots
Waitlist offered the slot within minutes
Evening requests wait until morning
Answered at any hour
How we built it
Every build follows the same path: learn the job, connect the tools, run it next to your team, then switch it on.
- 1Week 1
Write the rules
Listed every visit type, length, therapist skill and insurance rule across the six clinics.
- 2Week 2
Connect the calendar
Connected the scheduling system and the clinic text line. Wrote replies in the clinics’ own voice.
- 3Week 3
One clinic live
Turned it on at one clinic with the front desk watching every conversation.
- 4Week 4
All six clinics
Rolled out to the rest, with the waitlist feature switched on last.
Your people still decide
- ●Anything medical or about pain
- ●Billing disputes
- ●New patient intake forms review
The agent asks before it acts on any of these. Every action it takes is logged, and you can switch it off at any time.
Builder’s note
The insurance rules were the real work, more than the chat. A patient can only book what their plan has approved, so the agent checks the visit count before it offers a time, not after.
Phil Wood, founder, PWOOD GROUP
Example build based on a common workflow, not a named client. Figures show what the agent is designed to deliver.
Have a job like this? Book a free 30-minute call and we’ll tell you if an agent can do it.
Next: Deal Flow Agent →Give us 30 minutes. We’ll show you where the week goes.
A free video call. Tell us how your team spends a normal week. We’ll name the jobs an agent could take over, what that saves and roughly what it costs. If it isn’t worth it, we’ll say so, and you’ve spent nothing.
Example week