Non. Heidi Comms supports your team by handling routine communication, so staff can focus on patients who need human attention. Ce sera une extension extensible pour soutenir votre équipe existante.

Non. You can start using Heidi Comms without any integrations. Les intégrations sont disponibles pour les organisations utilisant des systèmes DPI ou PMS pris en charge qui ont besoin de flux de travail plus avancés.

Yes. Nos agents Heidi implémentés répondront aux appels et aux messages 24/7, y compris les soirs et les week-ends.

Heidi Comms is not currently available via self-serve sign-up. To express interest, complete the form on our website at heidihealth.com/comms. Once submitted, our team will review your application within 3–5 business days and reach out with next steps.

There is no free trial at this stage. Complete the interest form at heidihealth.com/comms and our team will walk you through the best option for your practice.

Oui. Heidi can handle concurrent calls — multiple patients can call at the same time and Heidi will greet and interact with all of them simultaneously. No more dropped calls or busy signals.

Currently, Heidi Comms supports English. If the caller has a stronger accent or speaks different forms of English, Heidi is equipped to handle it well. Multilingual support is on the roadmap.

Non. Heidi's voice model is designed to be conversational and human-like. In practice, patients often won't realise they're speaking with AI.

If a patient asks to speak to a human at any point during the call, Heidi will immediately transfer the call to your reception team.

Heidi draws from a knowledge base your clinic provides (FAQs, practice information, policies). If Heidi receives a question it can't answer, it will let the patient know and transfer the call to reception. The knowledge base can be enriched over time so Heidi handles more questions.

Non. Heidi has strong safeguards and will never provide medical advice or clinical opinions. If a patient calls with a serious medical concern, Heidi will advise them it cannot assist with that and immediately transfer to a human.

Oui. The greeting message, questions asked, call flow, communication style, tone, and specific phrases are all fully customisable to each practice.

It's a straightforward call forwarding setup. You keep your current clinic number and set up call forwarding so calls go to Heidi first. When Heidi needs to transfer, it rings the call back to your reception. There's no need to change your clinic's phone number.

Heidi currently integrates with Cliniko, Best Practice, Medtech, Medirecords, and Athena. If your EHR isn't listed, you can still use Heidi without an integration — Heidi captures all call information and sends a summary to your reception team to action. Custom integrations are available as an enterprise solution.

Onboarding typically takes 2–3 weeks. The initial agent setup takes 2–3 days on Heidi's side. The remaining time depends on your clinic's availability to test and provide feedback. You don't need to write the configuration — Heidi's team handles the setup for you.

After each call, a summary is available in the Call Logs within Heidi. Summaries can also be automatically emailed to any specified email address, so your admin staff receive it directly in their inbox.

Pricing is tailored per clinic based on size, region, and use case. Complete the interest form at heidihealth.com/comms and our team will provide a personalised quote.

In practice, we've found the opposite. At live clinics, elderly patients book appointments and engages with Heidi. The voice is very natural, and if anyone wants to speak to a human, they can always ask at any time and Heidi transfers immediately.

Heidi works with all kinds of complex workflows. Clinics can provide their protocols and procedures — even 40–50 pages of documentation — and Heidi's team will configure the agent to follow them. Conditional questioning, different call flows, and escalation protocols are all supported.

Every call has a full transcript and recording available for review. Heidi will ask for clarification if unsure (e.g. spelling of a name). If something goes wrong, Heidi transfers to reception. Your clinic has complete visibility and control.

Heidi Comms adheres to strict data privacy regulations, including HIPAA, GDPR, PIPEDA, and the Australian Privacy Principles (APPs). All patient information is securely stored and transmitted with robust safeguards in place. For more information, review our Privacy Policy, Trust Centre, and Heidi Comms Terms of Use.