Fertility clinics · Patient inquiries
An AI receptionist for fertility clinics that hands clinical questions to your team
Some patients need a time on the calendar or a call back. Others ask something only a clinician should answer. For a fertility clinic we built and tested chat and voice agents in GoHighLevel (GHL) that take down the inquiry, book what can be booked, and pass every clinical question to a person.
The job
Answering the first message without answering the clinical question
The assistant is a front desk. Anything clinical goes to the people who are qualified to answer it.
Three things the assistant won't do. On our build it was restricted from giving clinical advice, from interpreting test results and from recommending a treatment. A patient may ask about any of the three in a first message, so each one is named in the plan, in the wording the clinic approves, rather than left to the AI's judgment.
A clinical question becomes a handoff. When a patient asks something clinical, the assistant hands the conversation to the clinic's team instead of replying with an answer of its own. The rule was tested before handover and recorded in the build's completion report.
What HighLevel gives you for a handoff. Conversation AI has a Human Handover action with three prebuilt scenarios: the person asks for a human, the AI lacks the information, or it has failed to resolve the issue. After a handover the bot pauses on a timer you set, and the conversation goes to the user you choose. A clinical question isn't one of those three by default, so the plan spells out which questions count and who receives them.
On the phone, a callback window. The voice side of the build took inquiries by phone. In testing it captured the caller's contact details, the service they were asking about and a window when they wanted to be called back. Your team returns the call at a time the patient chose, instead of guessing.
Where a caller's answers go. HighLevel's Voice AI can update contact fields during a call, or after it ends, which its help center describes as a silent update that doesn't interrupt the caller or ask them to confirm. The plan names the field each answer lands in, so a coordinator opening the contact sees what the patient said without listening back to the call.
Chat and voice are tested apart. The completion report for our build recorded tests of the chat agent and of the voice agent. A rule that holds in a typed conversation still gets its own test on a call, because callers phrase things differently and the voice agent answers in real time.
What we set up
What goes into the inquiry assistant
- A chat assistant whose every reply is written out and approved word for word
- A voice agent that takes phone inquiries and asks when to call back
- A written list of what the assistant never does: clinical advice, test results, treatment recommendations
- A handoff that passes each clinical question to the person or team the plan names
- A place on the contact for the caller's details, the service they asked about and the callback window
- Test conversations and test calls for each kind of question before handover
How a setup runs
How the assistant gets built
A 1:1 with Rob
Rob asks who answers clinical questions at your clinic now, what patients most often ask in a first message, and which number the voice agent should answer.
The plan document
Every reply, the knowledge-base entries, the handoff wording and the list of off-limits topics are written in full. The clinic signs off on all of it before we build.
Build and test questions
We build both agents in your account and test them with made-up patients: a booking request, a question about a result, a request for a person, and a caller who wants a call back.
Handover with evidence
The QA report shows each test conversation and call, with screenshots, including where every clinical question ended up.
Changes after launch
A new topic for the assistant, or a change to who receives handoffs, gets a verdict first: inside the agreed scope, or new scope.
What you bring
What the assistant needs from you
Who takes clinical questions
The person or team that receives a handoff, and how quickly they can reply.
Your services
The services the assistant may describe and book, in your clinic's own words.
Your callback hours
When your team returns calls, so the voice agent offers callback windows you can keep.
Your handoff wording
What the assistant says when it passes a question on. Your clinical lead signs it off.
Your phone setup
The number patients call, and what should happen when nobody at the desk picks up.
Where it stops
The assistant never gives clinical advice, never interprets a test result and never recommends a treatment. It takes the inquiry and hands the rest to people. We put no compliance label on any build, and nothing here is legal advice.
Services used
Set up alongside this job
HighLevel AI Employee setup
Chat and voice agents plus the knowledge base behind them, planned word for word and tested before launch.
See AI Employee setupConversation AI and DM bots
Chat bots for texts, web chat and social DMs that answer from your knowledge base, book the appointment and then go quiet.
See Conversation AI setupHighLevel Voice AI agents
Inbound and outbound voice agents on HighLevel's own builder, with transfers, booking and the consent rules outbound calling needs.
See Voice AI agentsQuestions
What clinics ask about an AI receptionist
What does the assistant say when a patient asks about their test results?
Does the voice agent take callback requests?
Can a patient ask for a person at any point?
Does the AI keep replying after our team takes over?
Does this replace our patient coordinators?
Who you talk to
Rob Eason
Rob runs HLAI Experts and takes the 1:1 calls himself.
He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.
He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.
Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.
On the call he looks at your account, not a script.
5/5 across 83 reviews in HighLevel's Certified Admin DirectoryTalk Rob through your first patient conversations
Bring the questions patients ask most and who answers them now. In 30 minutes Rob shows you where the assistant would stop and a person would take over.