Clinic Success Handbook

Rebookly exists to elevate your client experience and reduce administrative load—without turning your clinic into something faceless or "automated."

The goal is simple: help your front desk stay present with the people in front of them, while Rebookly handles the repeatable, high-impact communication that often gets missed when things get busy.

Why this product exists

We've worked in clinics long enough to know what happens as you grow:

• Calls come in while the front desk is helping someone in person
• Instagram and Facebook DMs pile up (often after hours)
• Website chat inquiries don't get answered fast enough
• "Follow up with past clients" becomes a good intention that rarely happens consistently
• Front desk staff are expected to do follow-up and booking work without time or training

Rebookly is designed to solve those problems by:

• Keeping your community engaged without spam
• Capturing and responding faster across channels
• Helping more people get booked
• Reducing missed opportunities when your humans are unavailable

How to use this handbook

This handbook is not meant to be skimmed once and forgotten. It's short enough to read thoroughly, and it will save you time long-term. After your first read-through, it becomes a quick reference guide for owners, managers, and front desk teams.

A living document

Rebookly evolves. This guide will be updated regularly as features improve and best practices are refined. When major updates are made, we'll notify you—still, we recommend checking back periodically.

Rebookly is designed to deliver two core outcomes.

Outcome 1: Re-engage past clients consistently

Rebookly helps you follow up with people you haven't seen in a while in a way that feels human and respectful—without requiring your staff to remember, schedule, or manually execute follow-ups.

Outcome 2: Help more people get booked

Rebookly improves speed-to-lead across your channels (website chat, SMS, and social DMs), answers the practical questions that hold people back, and guides them to your Jane online booking link—so more inquiries turn into booked appointments.

Emma is your AI assistant. She assists your front desk—she does not replace it. Emma handles the repeatable, time-consuming communication a busy team can't always get to, and she's available when your staff aren't. Your team stays in control of care, judgment, and anything that needs a human.

Emma is built to:

• Respond quickly to common questions
• Help people take the next step toward booking
• Follow up when humans don't have time
• Capture inquiries after hours
• Reduce missed messages across channels

Rule-based AI (important distinction)

Emma is not "open AI" like ChatGPT.

Emma is rule-based AI, which means:

• She follows the objectives and guardrails we build
• She answers based on your approved knowledge base
• She does not improvise or make assumptions
• If Emma doesn't know something, it's a signal to update the knowledge base

This is intentional. In healthcare, accuracy matters more than creativity.

Rebookly is not magic, and it isn't meant to solve every operational problem through automation. Knowing exactly what it is—and what it isn't—is the best way to get value from it.

What Rebookly is

• A done-for-you AI assistant that handles follow-up and inbound conversations across your channels
• A re-engagement system that brings lapsed clients back
• Available 24/7, including after hours
• Rule-based and clinic-specific—it works from your approved knowledge base
• Conversational up to the booking step, then sends your Jane online booking link

What Rebookly is not

• A replacement for your front desk—it assists your team, it doesn't replace it
• A system that books appointments on its own—Emma sends the Jane link; she doesn't write appointments into your schedule
• A phone-answering or voice system
• A lead-generation or ads service—it converts the demand you already have, it doesn't create new demand
• A fully custom chatbot that mirrors every practitioner nuance
• A sales tool for memberships or packages
• A clinical assistant
• A system you are expected to build or manage

What this means in practice

Your clinic and practitioners are unique. Your community expects human care.

Rebookly supports that care by handling repeatable, high-impact communication and by being available when your team is not.

Memberships and packages

Emma can answer factual questions about memberships or packages if provided.

Emma does not sell memberships or packages. Those conversations are best handled by your team, who can apply judgment and context.

Rebookly is done-for-you to set up and run—but it isn't set-and-forget. The clinics that get the most out of it treat it as a partnership. Here's what your team is responsible for:

• Watch the inbox and handle escalations. Emma hands sensitive, clinical, or complex conversations to your team—someone needs to be there to pick them up.
• Keep Jane accurate. Your availability, services, and online-booking settings drive everything Emma does. If it's wrong in Jane, it's wrong everywhere.
• Respond inside Rebookly. So conversations stay centralized and Emma knows when a human has stepped in.
• Give feedback when Emma gets something wrong. That's how the knowledge base improves over time.
• Make sure you have consent to message clients. Under CASL, obtaining consent is the clinic's responsibility. Rebookly enforces opt-outs the moment a client replies STOP.

The Rebookly Inbox should be treated like a phone line and email inbox combined.

Core expectations

• Check it regularly
• Respond promptly
• Don't let conversations pile up

Why the Inbox matters

Rebookly centralizes communication across:

• SMS
• Website live chat
• Facebook Messenger
• Instagram DMs
• Missed-call text-back follow-ups

This allows your team to work from one place instead of juggling multiple apps.

Required best practice: Use All, not just Unread

Always use the All filter. Unread alone can hide important conversations and cause confusion.

Respond inside Rebookly

Whenever possible, respond from inside Rebookly—not from Instagram or Meta apps directly.

This ensures:

• Conversations stay centralized
• Emma recognizes human takeover
• Messages aren't missed when staff are away

Human takeover pause

When a staff member replies inside Rebookly, Emma pauses for one hour on that specific conversation.

Note: Replying directly inside Instagram or Meta apps may not trigger this pause.

Turning Emma off for a specific contact

If Emma should stop engaging a specific contact indefinitely, a stop tag can be applied.

Emma also applies stop tags automatically in certain sensitive situations.

Contacts is the operational layer of Rebookly.

Use Contacts to:

• Search for a client quickly
• Review conversation history
• Send manual messages for operational reasons
• Keep communication centralized

Smart Lists (optional)

Smart Lists allow you to create targeted groups without manual sorting.

Common uses:

• Weather or closure notifications
• Client appreciation messages
• Event invitations
• Targeted updates for specific services

This is manual intent with automated execution.

Rebookly syncs with Jane to support engagement and booking.

Sync timing

Data syncs approximately every 10–40 minutes and updates when appointments change.

Data we pull

• Contact information
• Appointment timing and status
• Service and booking indicators

Data we do not pull

• SOAP notes
• Charts
• Clinical or medical documentation

These systems run in the background.

Examples include:

• Lapsed-client re-engagement
• Birthday messages (optional)
• Follow-ups after missed opportunities

These run quietly in the background. Which ones are active is configured during onboarding, and changes can be requested at any time via email.

Emma is fully conversational right up to the booking step. She answers the practical questions that hold people back—price, duration, who provides a service—and the moment a client is ready, she sends your Jane online booking link so they can grab a time. This works around the clock, including outside business hours.

For a client to book through the link

The service needs to be set up correctly in Jane:

• The service is online-bookable in Jane
• It is not set to "contact to book"
• Online scheduling is enabled and visible

If a service can't be booked online, Emma guides the client to the next step—usually contacting your front desk.

Schedules and updates

Emma always works from your current Jane setup. Services, availability, and online-booking settings sync automatically—no manual updates required.

Practitioner bios

If you want Emma to reference practitioner bios or specializations, send updates when details change.

Email feedback to: [email protected]

Best feedback format

• Question asked
• Emma's response
• Exact preferred response

Clear, factual feedback allows fast improvement. Avoid vague tone-based comments without examples.

For new staff members:

• Keep Rebookly open during shifts
• Use All messages view
• Respond inside Rebookly
• Escalate unclear or sensitive messages

Human handling is required for:

Emma routes appropriately and suppresses follow-ups where needed.