Sending a text message to a patient during a call

Anyone with the User or Owner role in your clinic account can set this up. You need:

• A phone number your clinic bought in AlloMia. The text comes from this number. A number that stays with another phone company can’t send texts. See Getting a new phone number for your clinic.
• The exact information to send, such as your full address, where to park or the link to your booking page.

Good to know:

• Your AI agent writes the text itself, from your description. It doesn’t copy a fixed text, so check the wording in a test.
• The agent needs the patient’s mobile number. In your description, tell it to ask for the number and repeat it back.
• If a patient replies to the text, you won’t see the reply in AlloMia.

1. In the menu on the left, click Tools & Actions, then SMS.
2. Click + SMS. If your clinic has none yet, a new blank one is already open.
3. In Name, type a short name with no spaces or accents, for example send-directions. You can use letters, numbers, dashes, dots and underscores.
4. In Description, say when to send the text and exactly what it must say. The screen says this box is optional, but your AI agent reads it to know when to send the text and what to write. See the examples below.
5. In Phone Number, choose the clinic number the text comes from.
6. Click Save Settings at the bottom right.

The Messages tab isn’t the text. It’s for short sentences your AI agent says out loud while it sends the text, such as “One moment, please.” You can leave it empty.

Address and parking

“When the patient asks for our address, directions or parking, offer to text it. Ask for their mobile phone number and repeat it back. Send this text: Clinique des Érables, 123 rue Principale, Laval. Free parking behind the building. Entrance on rue des Pins.”

Online booking link

“When the patient wants to book online, offer to text the link. Ask for their mobile phone number and repeat it back. Send this text: Book your appointment online at [your booking page link]. Please don’t reply to this text. To reach us, call the clinic.”

Put your real address or link in place of the examples. For two different texts, create two text message actions, each with its own description.

1. In the menu on the left, click Voice Agents, then click your AI agent in the My Agents list.
2. Click the Tools & Actions tab.
3. Find your action: it has an SMS label. Turn on its switch.
4. Click Save Settings at the bottom right.

See Turning actions on or off for your AI agent.

When a patient asks for something that fits your description, your AI agent follows it: for example, it asks for the patient’s mobile number, repeats it and sends the text. The text arrives from the clinic number you chose. The agent knows if the text couldn’t be sent, and can tell the patient.

In Call Logs & Analytics, open the call. In the written record of the call, a Tool Call line shows your action’s name: click it to see the number and the words of the text. The Tool Result line after it has a green check if the text was sent, or a red cross if it failed. See Listening to a call and reading its summary.

You can test a text from your browser with Speak with Agent. The text is really sent, to the number you give.

1. On the agent screen, click Speak with Agent at the bottom right. If your browser asks to use the microphone, allow it.
2. Ask a question the text answers, for example: “Where can I park?”
3. When the agent asks for a number, give your own mobile number.
4. Check your phone: the text should come from your clinic number. Read it carefully.
5. Click End Call.

You can also call your clinic number from your mobile phone and do the same.

• No text arrives: open the call in Call Logs & Analytics. If the Tool Result line has a red cross, check the Phone Number on the SMS page: it must be a number your clinic bought in AlloMia. If it has a green check, click the Tool Call line and check the number the text went to.
• The agent never offers the text: check that the action’s switch is on for this agent and that you clicked Save Settings. Then make the description clearer.
• The text has the wrong words: change the Description on the SMS page, click Save Settings, then test again. Changes apply to calls that start after you save.
• A patient replied to the text: you won’t see replies in AlloMia. If needed, call the patient back.