How Abby works
See exactly what happens at each step - from the manual nightmare you're escaping to the automated simplicity you're gaining.
The manual SMS checking trap
Every patient reply triggers the same tedious process. Here's what your team does dozens of times per day:
Open communication logs
+30 secNavigate to Cliniko's communication logs and wait for the page to load
Constant tab switching disrupts your flow
Hunt through messages
+45 secScroll through the log trying to spot new SMS replies among dozens of conversations
Easy to miss replies buried in the noise
Interpret the response
+15 secFigure out what the patient actually means - are they confirming, cancelling, or asking something?
Ambiguous messages cause confusion
Find the appointment
+30 secSwitch to the calendar and search for the patient's appointment
Which appointment are they even replying to?
Update the records
+20 secOpen the appointment, add a note, maybe change the status
Manual data entry invites human error
Repeat. All. Day.
+∞Do this for every single SMS reply, every day, forever
The grind never stops
SMS confirmations are vital to keeping your clinic running.
Unfortunately, the manual process is killing your best staff, burning hours, draining money—and completely inefficient.
There's a better way.
Meet Abby — your AI assistant that handles SMS confirmations automatically.
See how it works
Every step, automated
From patient reply to colour-coded calendar — watch the magic happen
Cliniko sends reminder
Your existing Cliniko SMS reminder workflow continues unchanged. Abby doesn't send anything - it observes the conversation thread.
Abby monitors the Cliniko API endpoint for SMS responses linked to appointment reminder messages.
Patient replies via SMS
The patient texts back whatever they want - 'Yes', 'Can we reschedule?', '👍', or even 'huh?'. Every reply is captured.
Responses are matched to appointment IDs using Cliniko's conversation threading. Reply-to matching handles edge cases.
AI interprets intent
Our proprietary language model - trained specifically on healthcare appointment language - determines what the patient means.
98% accuracy on single-intent messages. Conflicting intents ("Yes but I can't come") are flagged for human review, not guessed.
Logged to appointment notes
Abby writes a structured note to the appointment: the interpretation, original SMS text, and timestamp.
Format: [CONFIRMED/CANCELLED/CALL TO DISCUSS] - "original message" - timestamp. Fully auditable trail.
Click the extension
When you're ready to see who's coming, click the Abby icon in your Chrome toolbar. That's it.
The extension reads appointment notes via Cliniko's session and applies CSS overlays. No additional API calls needed.
Calendar shows status
Appointments light up: white for confirmed, grey with red underline for needs attention, coloured for no reply yet.
Colour-coding is applied via DOM manipulation. Clicking any appointment refreshes Cliniko's view - just click Abby again to reapply.
What Abby understands
Click any message to see how Abby interprets it. Our AI handles the nuance so you don't have to.
Confirmed
Needs attention
Flagged for review
Powered by our own AI
Abby uses a proprietary language model built specifically for healthcare appointments — not ChatGPT, not Google, not any third-party AI.
Australian servers
Sydney AWS region
Never trains others
Your data stays yours
Healthcare focused
98% interpretation accuracy
Your SMS data never leaves our Australian AWS servers and is deleted immediately after interpretation.
Technical specifications
The details for those who want them
Processing
Integration
Limits
Data handling
- SMS content deleted immediately after interpretation
- Appointment IDs purged after 48 hours
- No patient names, phones, or health data stored
Infrastructure
- Australian AWS servers (Sydney region)
- Encryption at rest and in transit
- HTTPS for all API communications
Ready to escape the manual trap?
Try Abby free for 14 days. No credit card required.
Works with Cliniko · Chrome extension included