Clinic Success Handbook

Rebookly exists to elevate your patient 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 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 patients” 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 solves those by keeping your community engaged without spam, responding faster across every channel, helping more people get booked, and covering the moments when your humans aren’t available.

How to use this handbook

It’s short enough to read thoroughly once. After that it becomes a reference for owners, managers, and front desk teams. If you’re brand new, start at New Front Desk Staff — it’s four things.

A living document

Rebookly evolves, and so does this guide. We keep it current as the product grows, so what you read here is how Emma actually works today.

Two outcomes. Everything in the product serves one of them.

Outcome 1 — Re-engage past patients consistently

Follow up with people you haven’t seen in a while, in a way that feels human and respectful, without your staff needing to remember, schedule, or manually send anything.

Outcome 2 — Help more people get booked

Improve speed-to-lead across website chat, SMS, and social DMs. Answer the practical questions that hold people back, then guide them to your Jane App™ online booking link — so more inquiries turn into booked appointments.

Emma is your AI receptionist — she’s who your patients talk to. She assists your front desk; she does not replace it. She handles the repeatable, time-consuming communication a busy team can’t always get to, and she’s there when your staff aren’t. Your team keeps care, judgment, and anything that needs a human.

Behind Emma are nine AI assistants — the specialists that each cover one moment in the patient journey. Emma is who; the assistants are how she covers so much ground. All nine run for every clinic — see What’s Running for You.

How Emma actually works

Emma isn’t a keyword script, and she isn’t ChatGPT let loose on your clinic. She sits deliberately between the two:

• She understands natural language. A patient can phrase the same question three different ways and she’ll still recognise it. She is not matching scripted keywords.
• She answers from your approved knowledge base — your services, prices, practitioners, hours, and policies. Not from the open internet.
• She works to defined objectives — answer the question, follow up, guide to book — inside guardrails we build with you.
• When she isn’t sure, she escalates instead of guessing. An unanswered question is a signal to add it to her knowledge base, not a failure.

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

Rebookly isn’t magic, and it isn’t meant to automate every operational problem. Knowing exactly where the edges are is the fastest way to get value from it.

What Rebookly is

• A done-for-you AI receptionist handling follow-up and inbound conversations across your channels
• A re-engagement system that brings lapsed patients back
• Working 24/7, including after hours
• Grounded and clinic-specific — she works from your approved knowledge base
• Conversational right up to the booking step, then she hands over your Jane App™ online booking link

What Rebookly is not

• A replacement for your front desk. She assists your team; she doesn’t replace it
• A system that books for you. Emma sends the Jane App™ link — she never writes appointments into your schedule
• A phone-answering or voice system. She has no voice
• A source of new demand on its own. Emma converts the inquiries, missed calls, and past patients you already have
• A fully custom chatbot that mirrors every practitioner’s nuance
• A sales tool for memberships or packages
• A clinical assistant. No advice, no triage, no notes
• A system you’re expected to build or manage

Memberships and packages

Emma will answer factual questions about memberships or packages if they’re in her knowledge base. She won’t sell them — those conversations need judgment and context, so they belong with your team.

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 your side:

• Watch the inbox and pick up escalations. Emma hands sensitive, clinical, and complex conversations to your team — someone needs to be there to catch them.
• Answer callback requests. When a patient asks for a call instead of a link, that request lands with you. It’s a warm lead who chose to talk to a person.
• Keep Jane App™ accurate. Your services, pricing, practitioners, and online-booking settings are what Emma works from — and your live availability is what patients see the moment they open your booking link. If it’s wrong in Jane, it’s wrong everywhere.
• Respond inside Rebookly, so conversations stay centralised and Emma knows a human has stepped in.
• Tell us when Emma gets something wrong. That’s how the knowledge base improves.
• Make sure you have consent to message patients. Under CASL, obtaining consent is the clinic’s responsibility. Rebookly enforces opt-outs the moment someone replies STOP.

Treat the Inbox like a phone line and an email inbox combined. Check it regularly, respond promptly, don’t let conversations pile up.

Why it matters

Everything lands in one place — SMS, website live chat, Facebook Messenger, Instagram DMs, and missed-call text-back follow-ups. One thread per patient, across every channel, so nobody repeats themselves and your team isn’t juggling five apps. It sits alongside the rest of your clinic’s workspace.

Required: use All, not Unread

Always work from the All filter. Unread alone hides conversations that a colleague opened but didn’t finish — that’s the single most common way something gets missed.

Respond inside Rebookly

Reply from inside Rebookly rather than from the Instagram or Meta apps directly. It keeps conversations centralised, lets Emma recognise the handover, and means messages aren’t stranded when that staff member is away.

Human takeover pause

When a staff member replies inside Rebookly, Emma pauses for approximately one hour on that conversation so the human exchange takes priority without duplicate or conflicting messages.

Replying directly inside Instagram or Meta apps may not trigger the pause — another reason to work inside Rebookly.

Turning Emma off for one contact

If Emma should stop engaging a specific person indefinitely, a stop tag can be applied. She also applies stop tags herself in certain sensitive situations — see Escalation & Sensitive Cases.

Contacts is the operational layer — find a patient fast, read their full conversation history, send a manual message when there’s a real reason to, and keep everything in one place.

Smart Lists (optional)

Build targeted groups without manual sorting — weather or closure notices, patient appreciation messages, event invitations, updates for a specific service.

This is manual intent with automated execution. You decide who and why; Rebookly handles the sending.

Rebookly reads from Jane App™ so Emma’s conversations and your follow-up automations are grounded in what’s actually happening at your clinic.

What we pull

• Contact details — name, phone, email
• Last visit and next upcoming visit
• Service type, practitioner, and location
• Appointment status — including cancellations and no-shows

What we never pull

• SOAP notes
• Charts
• Any clinical or medical documentation

Sync timing

Jane data syncs on a regular cycle through the day and updates when appointments change. A booking made through Emma’s link is instant in Jane — Rebookly’s contact record catches up on the next sync, which is why the dashboard may trail Jane by a short window.

Cancellation and no-show data still syncs — it feeds your dashboard. It no longer triggers automatic recovery messages; that automation was discontinued. If a patient cancels through Emma, your front desk is notified instead.

Nine AI assistants support Emma, and all nine run for every clinic — there is no starter version and nothing held back. They’re grouped here by where they sit in a patient’s journey.

The three that answer

• Website Live Chat

  Engages website visitors instantly and keeps the conversation going.

• Social Messaging

  Answers Facebook Messenger and Instagram DMs in real time.

• Missed-Call Text-Back

  Instantly texts back missed calls so the caller can continue by SMS and book — no call is ever truly lost.

The six that reach out first

• Paid Lead Follow-Up

  Instant SMS the moment a form is submitted, then strategic drip follow-up until they engage.

• First-Visit

  Welcomes and guides new patients toward their first appointment.

• Aftercare

  Follows up after visits to support recovery and encourage return visits.

• Re-Engagement

  Brings lapsed patients back with personalised two-way SMS, driven by Jane visit history.

• Birthday

  Sends warm birthday messages that drive rebooking.

• Google Review

  Invites patients to leave a Google review once they’ve attended a set number of visits — the clinic sets the threshold.

These run quietly in the background. What’s active is configured during onboarding, and changes can be requested any time by 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, your policies — and the moment someone’s ready, she asks how they’d like to go ahead. This runs around the clock, including outside business hours.

Two ways to book — and the patient chooses

• 1 · Book online

  Emma sends your live Jane App™ online booking link. The patient books in Jane, so your Jane rules apply and Jane stays the source of truth.

• 2 · Request a callback

  Some people would rather talk to a person. If they ask for a call, your front desk is notified automatically — with the whole conversation attached, so nobody starts from scratch.

Both paths are included for every clinic. The callback is a warm, high-intent lead who chose to speak to a human — treat those like a booked call, not a message.

For a patient to book through the link

The service has to be set up correctly in Jane App™:

• The service is online-bookable in Jane App™
• 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 patient to the next step — usually a callback request to your front desk.

Schedules, services, and updates

Emma always works from your current Jane App™ setup. Services, providers, and online-booking settings sync automatically — no manual updates needed on your side.

Practitioner bios

If you want Emma to reference bios or specialisations, send updates when details change — or add them yourself, see Improving Emma’s Answers.

Emma escalates rather than guessing. When she does, your front desk is notified and the conversation is flagged in the Inbox with the full history attached. Your staff can also step into any conversation at any time — Rebookly never locks you out.

What Emma hands to you

• A patient requests a callback instead of the link
• A patient wants to cancel or reschedule
• A question falls outside her knowledge base
• Someone asks to speak to a person
• Anything needing clinical judgment
• Policy interpretation, insurance or billing exceptions
• Aggressive or inappropriate messages
• A human is physically needed — someone at a locked door

Cancellations and reschedules come to you because Emma never writes to Jane App™ — she can’t move an appointment, so a human does. That’s the same reason your schedule is never at risk from an automated mistake.

Emma gets sharper the more your clinic teaches her — and teaching her takes minutes. Every account launches with a starter knowledge base our team builds for you from your website and Jane App™ booking page, so she’s answering real questions accurately from day one. Keeping her sharp from there is simple and fully in your hands.

Where you do it — Emma’s knowledge base

Emma’s knowledge base is a plaintext document in your Rebookly dashboard — your services, prices, practitioners, hours, and policies. Open it, edit it, and save. That is the whole of what is specific to your clinic; how Emma behaves is standardised and needs no configuration.

The same dashboard also shows what Emma did — bookings, revenue, results. Two jobs, one login: the knowledge base is what you teach her, the reporting is what she achieved.

Two ways to keep Emma accurate

• Answer the questions she flags. Emma keeps a running list of anything she couldn’t answer. Add a short reply to each and she’ll use it from then on.
• Add new information as your clinic changes. New practitioner bios, new or updated services, policies, seasonal hours — drop them in as plain-text notes so Emma always represents your clinic correctly.

Two tips for writing answers

• Restate the question inside your answer — e.g. “Yes, our massage tables are heated…” It helps Emma recognise and reuse it naturally.
• Skip the “book now” line. Emma adds the invitation to book herself, in context — keep your answers short and factual.

Plain-text notes keep Emma the most accurate. We build your starter knowledge base by hand from your website and Jane booking page, and you add to it over time — a sentence at a time is fine, and it does not need to be tidy.

Facts and answers you can add yourself in minutes. For wording, tone, or behaviour changes — or anything you’re unsure about — email [email protected]. You’re always welcome to request a quick call so we can make sure it’s done right.

The dashboard is where you see what Emma actually did — sign in at app.rebookly.ai on a desktop browser. It’s included on every plan.

It follows patients through the funnel using real Jane App™ data — who Emma reached, who responded, who showed interest, who booked, and who actually showed up. That last step matters: a booking that no-shows isn’t revenue, and the dashboard knows the difference because it’s reading your real appointment data, not counting messages sent.

It is also where Emma’s knowledge base lives — the plaintext document holding your services, prices, practitioners, hours, and policies. See Improving Emma’s Answers.

The dashboard trails Jane by a short window — see Jane Integration & Sync. A booking that just happened will appear shortly, not instantly.

Email feedback to [email protected].

The format that gets fixed fastest

• The question that was asked
• Emma’s actual response
• The exact response you’d have wanted

Clear, factual feedback lets us fix things quickly. Vague tone comments without an example are hard to act on.

If you only read one section, read this one.

• Keep Rebookly open during your shift
• Work from the All view, never Unread only
• Respond inside Rebookly, not in Instagram or Messenger
• Pick up escalations and callback requests — those are people asking for a human

Is Emma just ChatGPT?

No. She understands natural language, so she follows a real conversation — but she answers only from your approved knowledge base, works to defined objectives, and escalates when she’s unsure. She isn’t improvising from the open internet.

Why didn’t Emma answer something?

It isn’t in her knowledge base yet. That’s a signal, not a fault — add the answer once and she’ll handle it every time after that.

Does Emma book appointments for me?

No. She’s conversational up to the booking step, then either sends your Jane online booking link or passes a callback request to your front desk. She never writes appointments into Jane, which keeps your schedule in your control.

Can Emma tell a patient what times are open?

No — and this one surprises people. She doesn’t read your live schedule and will never quote a time. Availability questions get answered by sending the link, because Jane’s online booking shows the patient live availability at the moment they choose. It’s also why she can never offer a slot that’s already gone.

Does Emma answer the phone?

She has no voice and never picks up a call. But she covers the line: when a call is missed, she texts the caller back within seconds and continues by SMS. She doesn’t answer calls — she answers callers.

Will she replace my front desk?

No. She handles repetitive follow-up and after-hours inquiries. Your staff stay in control, and she steps back for about an hour the moment a human replies.

Does Rebookly find me new patients?

Emma converts the demand you already have — inquiries, missed calls, past patients, and the leads your own campaigns generate — by responding faster and following up consistently. Rebookly doesn’t generate demand for you; it makes sure none of yours is wasted.

Can we customise everything?

Rebookly is done-for-you. How Emma behaves is standardised and proven across real Jane App™ clinics — that’s why it works in days rather than months. What’s yours is the knowledge base: your services, prices, practitioners, and policies.

• Treat the Inbox like a phone line
• Always work from All messages, never Unread only
• Respond inside Rebookly, not in Instagram or Messenger
• Pick up callback requests like a booked call — they chose to talk to a person
• Keep Jane App™ accurate — it’s what Emma works from
• Keep Emma sharp — add facts and answers in her knowledge base
• Give feedback in question / her answer / your answer format
• Remember: Emma assists your front desk — she doesn’t replace it
• Remember the two outcomes: engagement and booking

Jane App™ is a trademark of Jane Software Inc. Rebookly is an independent service provider and is not affiliated with, endorsed by, or officially partnered with Jane Software Inc.