Clinic Success Handbook v1.0

Welcome to Rebookly

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.

What Rebookly Does Best (Core Outcomes)

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) and helps convert interest into scheduled appointments in Jane.

Emma — Your AI Front Desk Assistant

Emma is your AI front desk assistant. She supports your team—she does not replace it.

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.

What Rebookly Is Not Designed to Do

Rebookly is not magic, and it is not meant to solve every operational problem through automation.

Rebookly is not:

• A replacement for your front desk
• 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.

Using the Rebookly Inbox (Daily Operations)

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
• Call summaries and voicemails (if enabled)

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.

Using Contacts for Operational Communication

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.

Jane Integration and Sync

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

Automated Re-Engagement

These systems run in the background.

Examples include:

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

Cancellations and no-shows (optional)

Cancellation and no-show follow-ups are optional and configured during onboarding.

If enabled:

• Follow-ups are polite, delayed, and non-pushy
• Staff do not need to manage workflows

Changes can be requested at any time via email.

AI Booking — What to Expect

AI Booking helps clients get scheduled efficiently, especially outside business hours.

Booking requirements

For Emma to book an appointment:

• The service must be online-bookable in Jane
• It cannot be “contact to book”
• Scheduling visibility must be enabled

If booking is not possible, Emma will guide the client to the next step.

Schedules and updates

If it’s updated in Jane, Emma will know. No manual updates are required.

Practitioner bios

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

How to Give Feedback (So We Can Improve Quickly)

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.

New Front Desk Staff (Read This)

For new staff members:

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

This is all they need to know.

Common Questions and Misunderstandings

Is this ChatGPT?

No. Emma is rule-based and clinic-specific.

Why didn’t Emma answer something?

It isn’t in the knowledge base yet.

Can we customize everything?

Rebookly is done-for-you. Customization is outcome-driven, not unlimited.

Escalation and Sensitive Scenarios

Human handling is required for:

• Aggressive or inappropriate messages
• Insurance or billing exceptions
• Clinical judgment
• Time-sensitive issues

Emma routes appropriately and suppresses follow-ups where needed.

Best Practices Summary

• Treat the Inbox like a phone line
• Always use All messages
• Respond inside Rebookly
• Give feedback in Q&A format
• Remember the two core outcomes: engagement and booking