Industries
An AI receptionist for clinics that fills a cancelled slot from the waiting list
Lumate, from lumate.io, is an AI receptionist for clinics. It reads a cancellation that arrives on WhatsApp, phones the first patient on your waiting list to offer the freed slot, books them in when they say yes, and shows the filled slot on a day plan it builds for your clinicians.
The film
Clearwell Clinics is invented: three clinics and six clinicians. Laura, who manages them, asks Lumate for a day plan. A patient then cancels on WhatsApp, and Lumate goes to the waiting list.
What happens in the film
- 01
Builds the day plan 0:04
Laura tells Lumate about her team of six clinicians across three clinics and asks for a day plan. Lumate builds it.
- 02
Reads the WhatsApp message 0:15
A patient writes that she cannot make her five o'clock. Lumate reads the message from the WhatsApp number linked to the clinic.
- 03
Frees the slot 0:25
Laura asks Lumate to cancel the appointment and offer the slot to the waiting list.
- 04
Calls the first patient on the list 0:29
Lumate calls Tom, says it is Laura's AI assistant on a recorded call, and offers a 45-minute hygiene clean at 17:00 in Marylebone with Dr. Sara Patel.
- 05
Fills the slot 1:02
Tom says yes, Lumate reads back the booking, and the slot is filled straight from the waiting list on the day plan.
What Lumate does here
It reads your WhatsApp
Lumate links to your clinic's WhatsApp as a linked device, the way WhatsApp Web works. A message lands on the patient's card and in Messages, and the agent writes a draft for you to send, unless you turn on replies.
In the docs: WhatsApp
It can reply on its own, if you let it
With Settings, WhatsApp, Lumate replies on its own switched on, it answers people who wrote first, says it is an AI assistant, books a free time on their card, and tells your managers when someone asks for a person. It is off until you turn it on.
In the docs: WhatsApp
Appointments live on the patient's card
Appointments are the call-backs, meetings and visits that people ask for. When you let Lumate book your times, a patient who rings to move a visit hears the free times and Lumate books the one they pick and cancels the old one.
In the docs: Customers and appointments, Calls and voice
It knows a patient who calls
A caller whose number is on exactly one card is greeted by name. Unasked, Lumate tells them only the day and time of their own appointments, because caller ID can be faked.
In the docs: Calls and voice
Phone and WhatsApp are one team
The same Lumate team answers the phone and handles WhatsApp, and every call and message is on the patient's card, with the transcript on its thread.
In the docs: Customers and appointments, What Lumate is
Health details stay with the right people
A sensitive field or app shows only to owners and admins. Your data stays on your own PC or server.
In the docs: Chats, tasks and apps, Security and compliance
Transcript
Read the transcript of the film
Laura manages Clearwell Clinics: three clinics, six clinicians. She gives Lumate the team and asks for a day plan. Lumate builds it. A patient writes on WhatsApp: she can't make her five o'clock. Laura asks Lumate to cancel it and offer the slot to the waiting list. Lumate calls the first patient on it.
Tom: Hello, Tom speaking.
Lumate: Hello Tom, this is Lumate, Laura Benson's AI assistant. This call's recorded. A cancellation opened a hygiene clean today at 17:00 in Marylebone with Dr. Sara Patel, 45 minutes. Could you take that?
Tom: Yes, that's me. Today at five? Oh, that's perfect, I can make that. Yes please, book me in.
Lumate: One sec. You’re booked in for today, Monday 9 November, at 17:00, at Clearwell Clinics in Marylebone with Dr. Sara Patel. Thank you, goodbye.
He takes it, and the slot is filled straight from the waiting list.
Lumate. Your company's AI team, at lumate.io.
Questions about Lumate for this business
What happens when a patient cancels on WhatsApp?
In the film Lumate reads the message, and when Laura asks it to cancel and offer the slot to the waiting list, it does. The message is on the patient's card, the agent writes a draft rather than sending on its own, and a person decides what goes out unless you switch replies on.
Does it call the waiting list to offer the free slot?
Yes. When Laura asks, Lumate calls the first patient on the waiting list, offers the 17:00 hygiene appointment, and books it when he says yes. The owner or an admin asks for each call; an agent does not decide one on its own.
Does it build the day plan?
Yes. In the film Laura describes her three clinics and six clinicians and Lumate builds the day plan. The slot shows as filled once Tom has accepted it.
Where is patient data stored?
On your own Windows PC or server. What a task needs goes to the AI services you connect. OXS receives update checks and, with licences, counts only. Fields marked sensitive show only to owners and admins.
Is one team handling both phone and WhatsApp?
Yes. The same Lumate team calls patients and reads the clinic's WhatsApp, and each call and message is kept on the patient's card. The film shows both in one story: a WhatsApp cancellation, then a phone call.
Does it give medical advice?
No. Lumate gives no medical advice. In the film it offers a slot, says where and when it is, and books it. Anything beyond that is for your staff, who can listen to a live call on the office line or through WhatsApp Web and take it over.
Does it work with our phone system?
Yes. Lumate registers as an extension on your company's PBX, for example 3CX or Asterisk, and the PBX sends calls to it and carries its outgoing calls. Calls can also go through WhatsApp Web from your office browser.