Knowledge Base
How does it work?
We integrate with your Cliniko account via their API. Our system collects inbound responses to appointment reminders sent to patients, including the SMS response itself. Using our proprietary AI large language model, we interpret the intent of these messages. When you access your Cliniko appointments calendar and click on the Abby extension, we identify the relevant appointment IDs with SMS responses and modify the display in your browser to show these responses clearly for each appointment.
Does it change only my view when I display SMS status?
Yes, our application only modifies the values displayed on your screen. It does not alter any data within Cliniko itself or affect other Cliniko users.
Does it only work on Chrome?
Currently, Abby is only compatible with the Chrome browser.
What do the colours mean?
Abby highlights appointments needing your team’s attention. Confirmed appointments turn light grey, indicating no further action is required. Red and underlined appointments signify that the patient cannot attend (requesting to cancel or reschedule) or may need a response from your team. Appointments that do not change colour are those without an SMS response and need follow-up to confirm.
Some appointments don't change?
If an appointment’s colour hasn’t changed, it means we haven’t received an SMS response from the patient, and follow-up may be necessary.
Do you monitor all SMS responses?
No, we only monitor SMS responses to appointment reminders sent from Cliniko. We do not capture messages if a patient SMSs independently or responds to a manual SMS sent by a Cliniko user.
Do you monitor confirmations recieved via email?
No, we only monitor SMS confirmations.
How often is the data updated?
Data updates approximately every 15 minutes, so there may be a slight delay between receiving an SMS and processing it in our system.
Why do the colours revert when I click on the appointment itself?
Our Chrome extension manipulates values displayed in your browser. When you click on an appointment, it refreshes your screen in the background, reverting the colours. Simply click the extension again to update the view.
Can I manually add notes or confirm appointments using the Abby extension?
Yes, you can manually add notes or confirm appointments using the Abby extension. Here’s how it works:
- Click on the appointment you want to update.
- Reopen the Abby extension.
- The extension will display a multiline input field and two buttons: "Confirm" and "Add Note."
- Enter your note in the input field and click "Add Note" to add it to the appointment.
- Click "Confirm" to add the note and confirm the appointment.
Returning to the appointment screen and redisplaying the status will now show the appointment as confirmed. This functionality is only available for appointments that are not already confirmed. If an appointment is already confirmed, reopening the extension will display a message indicating that the appointment is already confirmed.
How do I manually confirm an appointment that was not automatically confirmed via SMS?
To manually confirm an appointment that was not automatically confirmed via SMS, follow these steps:
- Click on the appointment in your Cliniko calendar.
- Reopen the Abby extension.
- In the extension, use the multiline input field to add any relevant notes.
- Click the "Confirm" button to add the note and confirm the appointment.
This process ensures that the appointment status is updated to confirmed in your Cliniko calendar.
Can I add notes to appointments that are already confirmed?
No, the functionality to add notes or confirm appointments using the Abby extension is only available for appointments that are not already confirmed. If an appointment is already confirmed, reopening the extension will display a message stating that the appointment is already confirmed.
What happens if I try to confirm an appointment that is already confirmed?
If you attempt to confirm an appointment that is already confirmed, the Abby extension will display a message indicating that the appointment is already confirmed. You cannot add notes or change the status of appointments that are already confirmed using the extension.
How accurate is Abby in interpreting SMS responses?
Abby’s AI is highly accurate, correctly interpreting approximately 98% of all intents, including most emojis. However, it may struggle with messages containing multiple conflicting intents, such as "Yep sorry I can’t attend." We continually improve our AI to handle these cases, and specific emojis like sunflowers have been added to our training data for better accuracy.
How complete is Abby in processing SMS responses?
Our system processes about 96% of all SMS received into a Cliniko account. While most SMS responses will be interpreted and displayed correctly, users should expect that some appointments may not change as intended due to occasional gaps in processing.
How reliable is Abby in posting SMS responses to appointment notes?
Abby successfully posts approximately 98% of received SMS responses to the corresponding appointment notes. While this high accuracy ensures that most messages are correctly documented, there may be rare instances where an SMS is not posted as expected.
Why do some appointments not change as intended?
Occasionally, some SMS responses may not be processed or interpreted correctly, leading to appointments not changing as intended. This can happen due to various factors, including complex message content or occasional gaps in processing. If an appointment’s colour hasn’t changed, it’s advisable to follow up manually.
How does Abby handle multiple conflicting intents in a single response or responses that it can’t interpret the intent of?
Abby’s AI may find it challenging to interpret messages with multiple conflicting intents. In other cases Abby may not be able to determine the “correct” intent of a response. In such cases, the appointment will be marked as “Call to discuss” and be highlighted in Red as would be the case for a cancellation. The idea is to bring these appointments to the attention of the user for manual interpretation.
What should I do if Abby struggles with interpreting a specific type of message?
If you notice that Abby consistently struggles with a particular type of message or emoji, please contact our support team. We continuously update our AI’s training data and can work on improving the accuracy for such cases.
After I login in what do I do?
After you have logged into Abby you can simply close the Abby tab. Head back to Cliniko, open the extension and away you go. You don't have to login to Abby everytime and if you do the extension will point in the right direction.
Do I need an account for every cliniko user?
No, you only need one Abby account per Cliniko instance. You can download the Chrome extension on all computers where Cliniko is used. One account can accommodate up to 24 practitioners.
Why is my account inactive?
Your account becomes inactive if you have finished the 14-day free trial and have not switched to a paid account.
How easy is it to cancel my account?
Log in, go to your Abby accounts page, and follow the instructions under billing to cancel your account. Note that access to the extension will end immediately upon cancellation, and we do not pro-rate any unused days in the month.
Can I upgrade to a yearly account?
Yes, you can. Go to the billing section on your accounts page and follow the links to switch to a yearly account. You can also revert to a monthly plan using the same steps.
How do I reset my password?
Click on the "forgot password" link on the login screen to receive a password reset email. You can also reset your password from your account page once logged in.
How do I update my account?
After logging in, navigate to the Account page by clicking the button on the top right of the page.
Do I need to login to Abby every time I use it?
We remember your login status, but you may occasionally need to log back in. In such cases, the extension will direct you to the login page.
What is a Clinic Pin and how is it used?
When a clinic onboards into Abby, they are requested to set a "Clinic Pin." When the extension is first downloaded onto a browser, it prompts for the Clinic Pin. This pin is used to authenticate that the clinic has an active account with us. The pin is remembered, so it only needs to be entered at installation and occasionally thereafter. The pin allows one Abby account to be accessible to anyone with the pin.
Can an Abby extension instance be authenticated to more than one Cliniko account?
No, each browser instance of the Abby extension can only authenticate to a single Cliniko account. If a user manages more than one clinic in a single Chrome browser, they will need to create a separate Chrome profile and install a second extension authenticated to the additional Cliniko account. In other words, an Abby extension instance can only be authenticated to one Abby account.
How do I set up a separate Chrome profile for managing multiple clinics?
To manage multiple clinics, create a separate Chrome profile for each clinic. Install the Abby extension in each profile and authenticate it with the respective Clinic Pin for each Cliniko account. This ensures that each Abby extension instance is dedicated to a single Cliniko account.
Why do I need a Clinic Pin?
The Clinic Pin is designed to streamline the authentication process, allowing multiple users within the same clinic to access the Abby account without needing separate logins. This ensures a smooth and efficient workflow for managing appointments and SMS responses.
How often do I need to enter the Clinic Pin?
The Clinic Pin needs to be entered during the initial installation of the Abby extension and occasionally thereafter. The system remembers the pin, so frequent re-entry is not required, ensuring a seamless user experience.
What happens if I forget my Clinic Pin?
If you forget your Clinic Pin, you can reset it by logging into your Abby account and navigating to the settings page. Follow the prompts to update your Clinic Pin. This ensures continued access to your Abby account and services.
What data do you store/access about my patients?
We do not access or store any personal or sensitive patient information, such as names, dates of birth, phone numbers, or other contact details. We only access and store Cliniko-generated appointment IDs and the corresponding SMS responses. Once the SMS response is posted to the appointment notes, it is deleted from our system. Appointment IDs are deleted 48 hours after the appointment occurs.
What data do you store about me / my clinic?
We store your contact details and your Cliniko API Key, which is encrypted for security. We do not store your payment details; these are handled by Stripe. The API key allows us to access appointment IDs and incoming SMS information from patients.
Are my payment details safe?
Yes, your payment information is secure. We use Stripe, a leading online payment processor, for all transactions, so your credit card information is not stored on our servers.
Where is the data stored
Our data is securely stored on Amazon Web Services (AWS) infrastructure, known for its strong security measures.
Where can I access your privacy policy?
You can find our privacy policy via the link in the footer below
