For clinics and medical centres
Booking questions at 11:20 pm, answered before the clinic opens.
Patients message after work about hours, panels and fees. Axonave answers only from the pages you publish, names the page, and offers the times your doctors have free. When there’s no page to answer from, it hands over to your front desk.
- Questions it handles
- Opening hours
- Panels
- Fees
- Appointments
Front desks today
The front desk answers WhatsApp between patients.
“We reply to WhatsApp between patients.”
The receptionist checks people in, takes payments and answers chats on one phone. Last night’s messages wait until lunch.
“Half the questions are the same five.”
Are you open on Sunday? Do you take my company panel? How much is a consultation? Typed out again, all day.
“Appointments live in a notebook and three phones.”
One patient books on WhatsApp, another with a doctor directly. Nobody sends reminders, and the no-shows leave gaps.
One question, start to finish
A question at 11:20 pm. A 9:30 slot the next morning.
An example clinic. The patient is made up. Every step is something Axonave does today.
- 11:20 pmA patient asks on WhatsApp whether the clinic takes their company panel, and if they can come in tomorrow.
- 11:20 pmThe AI answers from the panels article you published, and names it as the source.
- 11:21 pmA Book step offers three times a doctor has free. The patient taps 9:30 am. The invite goes by email.
- 11:22 pmThen a question about medicine. The clinic listed that as a topic to decline, so the AI declines it.
- 8:30 amThe front desk opens the inbox. The chat is on the patient’s record, and the 9:30 visit is on the Calendar.
- 9:30 amA reminder went out before the visit. The front desk marks it held, or no-show.
An example, not a customer. Axonave does each step today; the clinic, the patient and the times are made up.
WhatsApp · 11:20 pm
- Customer: Hi, is the clinic on my company’s panel? Can I come in tomorrow morning?
- Reply: Yes. Bring your panel card and your IC to the counter. Source: Panels and fees
Saved on the patient’s record“Panel patient, morning visit”
Three free times tomorrow
- 9:00
- 9:30 (tapped)
- 10:15
Booked: consultation, 9:30 am
In person, at the clinic. The invite goes by email.
Answers from your pages
Hours, panels and fees, from your own pages.
Write each answer once as a help-centre article. The AI answers only from published articles and names the one it used. With no article to answer from, it says so and hands over.
- English, Bahasa Malaysia and Chinese
- Patients can search the help centre too
- Unanswered questions show what to write next
Teras Home’s chat widget: a visitor asks about delivery, and the answer streams in from the help centre.
Appointments
Appointments booked in the chat.
Set up a consultation as an in-person meeting type, and each doctor’s hours. A Book step offers the free times. The patient taps one and gets an email invite, and a reminder before the visit.
- No AI needed for the Book step
- Held or no-show, and one offer to book again
- Microsoft 365 calendar. Google Calendar is coming.
Teras Home’s menu being built on the flow builder canvas. The Book step is one more step on it.
After hours
Messages left at night, waiting at 8:30.
Outside your hours, the after-hours flow gives your opening times and takes a message. Each one becomes a ticket with the bot’s note, so the morning shift starts from a list.
- Your hours and public holidays
- Name, phone and the message, saved
- An SLA from the moment it arrives
A WhatsApp message left with the bot after hours in our demo workspace became TKT-1201. The bot’s note for the agent sits in the conversation.
One inbox
One inbox for every branch’s WhatsApp.
Each branch can keep its own number. Chats from all of them reach one inbox, and a menu choice sends each to the right team: appointments, billing or the nurses.
- Extra numbers $25 a month each
- Agents see their own chats and the queue
- Transfer to another person or team
A WhatsApp chat in our demo workspace, handed to the Warranty & Repairs team by the menu. Yours might be Appointments or Billing.
Masking
IC numbers masked before the AI sees them.
Patients send IC numbers in chats. Axonave swaps IC, passport, card and bank numbers for placeholders before any AI call. Your staff still see what the patient wrote.
- Emails and phones too, unless you switch them off
- The AI gets [ID_1], not the number
- Platform rules you can’t switch off
Teras Home’s AI settings: what is always hidden from the AI, and the platform rules that stay on.
A flow to start from
Book a meeting, with a menu and your clinic’s answers.
Start from the template and choose your consultation as its meeting type. Add a menu in front: book, ask about hours and panels, or talk to the front desk. Anything the AI can’t answer goes to a person.
- A consultation as an in-person meeting type
- Each doctor’s own hours
- Reminders, then held or no-show
- English, Malay and Chinese in one flow
In the flow builder: New flow → Book a meeting. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
Clinic front desk
Step 1: Menu
Main menu
“Hi! Welcome to the clinic. What do you need?”
- Book an appointmentgoes toBook a consultation
- Hours, panels and feesgoes toAI answer
- Talk to the front deskgoes toFront desk
Step 2: Book a meeting
Book a consultation
“Here are the times our doctors have free.”
- Bookedgoes toDone
- Not bookedgoes toFront desk
Step 3: AI answer
AI answer
“Ask me about our hours, panels or fees.”
- Answeredgoes toMain menu
- No answergoes toFront desk
Step 4: Hand over
Front desk
“Passing you to our front desk.”
Step 5: End
Done
“See you at the clinic. The invite is in your email.”
Masking hides IC numbers. It doesn’t hide symptoms.
Axonave masks numbers it can recognise: IC, passport, card and bank. It can’t tell a symptom from any other sentence. So keep the AI to clinic information, and let your staff answer anything medical.
Masked before the AI
IC and passport numbers, cards and bank accounts are masked before any AI call. Your staff still see what the patient wrote.
Only your published pages
The AI answers only from articles you publish for patients. Write none about treatment, and it has nothing to answer from.
Topics to decline
List up to 20 topics for the AI to decline, such as medicines or test results. Patients can ask for a person instead.
PDPA requests
Export everything you hold on one patient, or erase it, when they ask.
Questions from clinics
Is Axonave a clinic management system?
No. It answers chats, books time slots on your team’s calendars and keeps every conversation on the patient’s record. It doesn’t hold medical records, queue walk-ins or bill panels. Keep your clinic system for that.
Can the AI give medical advice?
Not unless you publish it. The AI answers only from your published articles, and only when it can name one. Add medicines and test results to its topics to decline, and let your staff answer anything medical.
What happens to a patient’s IC number in a chat?
It’s masked before any AI call, as are passport, card and bank numbers. The stored chat keeps what the patient wrote, so your staff can see it. Export or erase a patient’s data when they ask.
Which calendars do appointments go on?
Microsoft 365 calendar. Google Calendar is coming. Busy times block slots, and booked appointments are written to the doctor’s calendar.
Who in the clinic sees the chats?
Agents see their own chats and the queue. Supervisors see all of them. There are seven built-in roles plus your own, and an audit log records who did what.
Which plan does a clinic need?
Basic ($59 a month) has WhatsApp, the CRM and flows, including the Book step. The AI answers need the AI: it’s in Pro ($199 a month), or add an AI pack of 1,000,000 tokens to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days with your own WhatsApp number and calendar. No card needed.
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