Kavi Dental / Product & Automation / Concept
The clinic's inbox answers itself, and the front desk stops firefighting
A dental clinic routes every message through one automated system that answers the routine questions itself and hands everything else to a named person.
01
The problem
Kavi's inquiries arrived in four places at once (two social inboxes, the site form and the phone) and were answered by whoever at the front desk was free. The same eight questions came in every day, replies were written late in the evening, and a message that landed during a procedure was answered the next morning or not at all. Nobody in the clinic could say how many inquiries it actually received in a week.
02
The opportunity
Much of the incoming traffic repeats a short list: opening hours, location, how a first visit works and how to request an appointment. Clinic-approved written answers give an assistant a useful, bounded role. Questions about symptoms, ongoing treatment or a person in distress go to a named member of staff with the conversation attached.
03
The system
One inbox behind every channel, an assistant trained on the clinic's own written answers, and a boundary it does not cross: anything clinical, anything about a treatment already under way, and anything from a person in distress goes straight to a named member of staff with the whole conversation attached. Booking links for the routine cases, an out-of-hours reply that says when a person will answer, and every inquiry recorded with its channel, its question type and how it ended.
04
The work
Channel consolidation into one inbox, assistant design with a documented answer set and escalation rules, booking and record integration, an after-hours flow, and a weekly review where the clinic reviews new questions and approves suitable routine answers before they are added.
Want to know where your marketing stands? Start with a free audit or write to us.
What the concept tests
The escalation rule is central to the system. The assistant works within a written limit. The concept tests whether it can handle routine administration and bring in a person exactly where one is needed. The team can then review the conversation, take responsibility and continue without asking the patient to start again.
