Step 1: Download the Abby Chrome Extension

1. Open Google Chrome on your computer.

2. Visit the official Abby Chrome Extension page.

3. Click on the blue Add to Chrome button.

4. A pop-up will appear asking for confirmation. Select Add Extension.

Step 2: Install the Extension

Once the download is complete, Chrome will automatically install the extension. You’ll see a notification in the top-right corner of your browser indicating that Abby has been added.

Step 3: Pin the Abby Extension

To make the most of Abby, it’s important to pin the extension to your toolbar. Here’s how:

1. In Chrome, locate the puzzle piece icon  in the top-right corner of your browser – this is the Extensions menu.

2. Click the icon to open the list of your installed extensions.

3. Find Abby in the list.

4. Click the Pin icon  next to Abby. It will turn blue, and Abby’s icon will now appear in your toolbar for quick access.

That’s It! You’re Ready to Go

With the Abby extension pinned, you’ll have instant access to all the tools and features you need. If you have any questions or run into issues, feel free to reach out to our friendly support team.

Please note that your confirmation sms need to be sent and received after you've signed up for Abby. In most cases give it a couple of working days before Abby is fully functional to start using it.

Once you have successfully downloaded the Chrome extension, navigate to your calendar view. Open the chrome extension and select Display. When you do Abby will;

1. Change the background for appointments that have had an SMS response; or 
2. Not change the colour for those appointments that have not had a response;

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‍Where a response has been received, Abby will change the colour in two ways based on the intent, or meaning, of the response;

1. For appointments where Abby has interpreted the response as “Confirmed” - Grey

2. For appointments where there is a response but the response is interpreted as a “Cancellation”, a “Reschedule” or Abby cant determine the intent with enough confidence - Red with an underline
   

‍If you would like to manually confirm an appointment, say after contacting the patient and confirming via the phone, you can use our manual confirmation feature.‍If you would like to add a note to the appointment manually, you can use the manual note feature. ‍One of the great features of Abby is that every SMS received, and the intent, is posted directly to your Cliniko appointment meaning your team can always know the status of appointment confirmation whether at the calendar view using the extension or in the appointment item itself.

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When you open an appointment Abby has 2 functions

Posting Notes

When in an appointment in the calendar, open Abby and type a note and press the note icon on the left at the bottom

It will be posted into the notes section of the appointment. Great for tracking phone attempts and multi administrator instances.

Here you can see how the note is displayed in the appointment.

Confirmations Via Abby

When in an appointment in the calendar, open Abby and leave a note, then press the Abby icon on the bottom right to change the visual status of an appoint when using Abby.

This will also post your note to the appointment.

Before Confirming Via Abby

After manually confirming Via Abby

These Abby functions make it easy for you to maintain and simple workflow while identifying cancellations and people that have not replied. I keeps your team across interactions and makes it simple to implement a standardised procedure for this work.

When your patient replies via SMS, you will be able to view it against the appointment notes.

Here is the meaning of each part

Categorised as Confirmed and the actual reply the patient sent, in this case 'confirm thank you'

Abby is used globally so for consistency we use a standard UTC or Greenwich Meantime format letting you know when the reply of received

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.

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.

Currently, Abby is only compatible with the Chrome browser.

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.

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.

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.

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.

No, we only monitor SMS confirmations.

Data updates approximately every 15 minutes, so there may be a slight delay between receiving an SMS and processing it in our system.

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.

Yes, you can manually add notes or confirm appointments using the Abby extension. Here’s how it works:

1. Click on the appointment you want to update.
2. Reopen the Abby extension.
3. The extension will display a multiline input field and two buttons: "Confirm" and "Add Note."
4. Enter your note in the input field and click "Add Note" to add it to the appointment.
5. 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.

To manually confirm an appointment that was not automatically confirmed via SMS, follow these steps:

1. Click on the appointment in your Cliniko calendar.
2. Reopen the Abby extension.
3. In the extension, use the multiline input field to add any relevant notes.
4. 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.

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.

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.

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.

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.

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.

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.

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.

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. 

Open this link to view the steps.

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