Workflow overview
See how an AI-assisted phone call and a text-message conversation become structured client and referral records that staff can review and continue.
A prospective client calls or texts the clinic using the channel that works for them.
The transcript or message thread keeps the original intake details visible.
An applied automation creates the client file and an unassigned referral.
Staff review the result, then choose assignment and booking steps.
Olivia Bennett’s call is linked to her contact and includes a concise summary of her motor vehicle accident, ICBC funding, and request for an in-home occupational therapy assessment.
The transcript preserves what Olivia and the AI assistant said: her name, contact details, ICBC context, requested profession, and in-home service preference.
The “Create ICBC OT referral from phone intake” automation records the client and referral creation as a completed, reviewable result. The source conversation remains available beside it.
Olivia’s client file includes her claim number, September 18 injury date, contact details, and MVA, in-home OT, and new-referral tags. Staff can review the complete intake context before the referral moves forward.
The referral carries the occupational therapy requirement, ICBC payer, in-home context, and travel requirement. It is ready for candidate selection, but no provider has been assigned and no appointment has been booked.
Ethan Cole’s SMS exchange captures his name, email, Private Pay funding, and request for in-clinic physiotherapy. The full back-and-forth remains visible to the intake team.
The applied “Create Private Pay PT referral from SMS intake” automation records the two completed actions: create Ethan’s client file and create his referral.
Ethan’s referral identifies physiotherapy, an in-clinic assessment, and Private Pay. It is ready for staff to assign and book as separate next steps.
What the automation does—and where staff stay in control
The call transcript or SMS thread remains available so staff can verify the information used to create each record.
Name, contact details, payer, requested profession, service setting, and travel context become usable client and referral data.
The applied automation shows what it created. Clinics can keep new workflows staged for review while they build confidence.
Referral assignment can be therapist-led, coordinator-led, or handled by configured automation.
Complete intake workflow
The original interaction remains visible.
Staff can trace each result back to the call transcript or SMS exchange.
The automation’s work is reviewable.
Each applied result shows that a client file and referral were created.
Service and payer context carry forward.
ICBC OT and Private Pay PT become distinct, structured referrals.
The clinic chooses what happens next.
Use therapist selection, coordinator assignment, or tailored rules based on availability and capacity.
Bring phone, SMS, email, online booking, referrals, scheduling, client care, billing, and team workflows together in one platform.
This guide ends when each referral is ready for assignment and booking.
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