Knowledge Base

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.

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.

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. 

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 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.