Build Your AI Knowledge Base

1

Your Practice

So we can match this questionnaire to your account.

Practice Name *

Your Name *

Email Address *

Phone Number

2

Brand Voice & Communication

How should the AI sound when speaking to your patients?

Message Tone

Professional & Clinical

"Your appointment for neuromodulator treatment is scheduled for January 15th at 2:00 PM."

Warm & Professional

"Hi Sarah! Your Botox appointment is confirmed for January 15th at 2 PM. We look forward to seeing you!"

Friendly & Conversational

"Hey Sarah! You're all set for Botox next Tuesday at 2pm! Can't wait to see you!"

Additional tone details (optional)

Treatment Terminology

Medical Terminology

"You are due for maintenance of your neuromodulator injection to address dynamic facial rhytids."

Blend of Both

"It's been 4 months since your last Botox (neuromodulator) treatment. Time for a refresh!"

Everyday Language

"It's been 4 months since your last Botox — ready for a touch-up?"

Specific terms to use or avoid (optional)

Emoji Policy

Never

Keep it professional

Rarely

Only for birthdays or celebrations

Sometimes

To add warmth where appropriate

Often

Part of our brand personality

Specific emoji preferences (optional)

3

Practice Identity

How should the AI represent your brand in messages?

How should the AI refer to your practice?

By practice name

"Radiance MedSpa has availability this week..."

As "we / our team"

"We'd love to see you again!"

By practitioner name when relevant

"Dr. Smith has openings on Thursday..."

When a patient uses a brand name (e.g., "I want Botox"), the AI should…

Patients often use brand names instead of medical terms.

Mirror their language

"Sure! Let's get you booked for Botox."

Mention alternatives

"We offer Botox, Dysport, and Daxxify — want to discuss options?"

Depends on context

Explain your preference below.

Additional details (optional)

4

Messaging Style

How should the AI craft its messages to patients?

How should messages begin?

Formal greeting

"Hello Sarah, this is a message from Radiance MedSpa..."

Warm & friendly

"Hi Sarah! Hope you're doing well. We wanted to reach out..."

Casual & direct

"Hey Sarah! Quick note — it's been a while since your last visit."

Straight to the point

"It's been 4 months since your last Botox. Ready to schedule?"

Greeting details (optional)

How should messages end?

Practice name

"...We look forward to seeing you! — Radiance MedSpa"

Warm close (no name)

"...Looking forward to seeing you! Let us know if you have any questions."

From "the team"

"...Can't wait to see you! — The Radiance Team"

No formal sign-off

"...Reply YES to book or let us know what works best!"

Typical message length

Short & punchy (1–2 sentences)

"Hi Sarah! It's been 4 months since your last Botox. Ready to book? Reply YES!"

Balanced (2–3 sentences)

"Hi Sarah! It's been 4 months since your last Botox appointment. We'd love to get you scheduled for a refresh — reply YES to book!"

Warm & detailed (3–4 sentences)

"Hi Sarah! Hope you're doing great. It's been about 4 months since your last Botox treatment with us, which is usually when results start to fade..."

Length nuances (optional)

When a patient says "not right now" or "maybe later," the AI should…

Graceful close — respect it and move on

"No problem at all, Sarah! Whenever you're ready, we're here."

Soft follow-up — acknowledge and leave the door open

"Totally understand! We'll check back in a few weeks."

Offer an alternative

"No worries! If timing is the issue, we also have weekend availability."

Seasonal or occasion-based messaging

Yes — seasonal hooks increase relevance

"Summer is coming — ready for laser hair removal?"

Sometimes — only when it fits naturally

No — keep all messaging evergreen and timeless

Seasonal messaging notes (optional)

5

Pricing in Messages

How transparent should the AI be about costs?

When re-engaging a patient, should pricing be included?

Yes, include specific prices

"Hi Sarah! Botox is $13/unit. Reply YES to book!"

Include price ranges only

"Pricing starts at $13/unit..."

No pricing — focus on booking

"Ready to schedule your refresh?"

Pricing nuances (optional)

When a patient directly asks "How much does X cost?", the AI should…

Provide exact pricing

"HydraFacial is $250. Would you like to book?"

Provide ranges and offer to connect with staff

"HydraFacial starts at $250 depending on add-ons. I can connect you with our team..."

Direct them to staff for all pricing

"Our team can provide detailed pricing based on your specific needs..."

Additional pricing notes (optional)

6

Message Timing & Frequency

When and how often should the AI reach out?

Best time of day

Minimum days between messages

Pause outreach after how many unanswered messages?

Timing notes (optional)

7

Re-Engagement Windows

When should the AI first reach out after a patient's last treatment? Skip any that don't apply.

Neuromodulators (Botox, Dysport…)

Typical maintenance: every 3–4 months

Dermal Fillers

Typical maintenance: every 6–18 months

Facials / HydraFacials

Typical maintenance: monthly

Laser Treatments (HALO, BBL, Moxi…)

Depends on treatment type

Chemical Peels

Best results come in a series

Microneedling

Series of 3–6 sessions is common

Other treatments with specific re-engagement timing (optional)

Maximum follow-up attempts per treatment before stopping outreach

8

AI Boundaries & Escalation

When should the AI hand off to your staff?

Situations that require immediate staff handoff

Select all that apply.

Medical questions or concerns

Side effects or complications

Pricing negotiations or discount requests

Refund requests

Patient complaints or dissatisfaction

Same-day appointment requests

Complex bookings (multiple services)

Insurance or financing questions

Questions about medications

When handing off, the AI should…

"Let me connect you with our team" — then notify staff

"Please call us at [phone] during business hours"

Collect more details first, then hand off with context

Transfer immediately without further conversation

After hours — urgent concern (e.g., swelling after filler)

Provide aftercare info + "call us first thing tomorrow"

Provide info + "for emergencies call [your emergency number]"

Immediately alert on-call staff

After hours — patient wants to book an appointment

"Our office opens at [time], please call then to book"

"I've noted your request — our team will contact you first thing tomorrow"

Allow booking for next available slot automatically

Additional escalation notes (optional)

9

Email Communication

How should the AI handle email vs. text messaging differently?

Should emails feel different from text messages?

Same tone and style — keep it consistent

Slightly more formal in emails (but still friendly)

Emails should be noticeably more professional and detailed

Email tone details (optional)

How long should emails typically be?

Short & scannable (2–3 paragraphs max)

Moderate with some education (3–5 paragraphs)

Detailed with education & value (longer form)

Email subject line style

Direct & clear

"Your Botox Appointment — Time to Rebook"

Warm & personal

"Sarah, we miss seeing you!"

Benefit-focused

"Keep your results looking fresh — book your refresh"

Question-based

"Ready for your next visit, Sarah?"

Subject line notes (optional)

10

Engagement Strategy

How should the AI approach patient engagement?

Can the AI use urgency or scarcity in messaging?

Examples: "Only 3 spots left this week" or "Book by Friday for our special rate"

Never — keep all messaging neutral and pressure-free

Rarely — only when genuinely time-sensitive

"Last day for holiday pricing"

Sometimes — when it naturally fits

"Limited spots this week with Dr. Smith"

Urgency notes (optional)

Should messages focus on booking or include education?

Booking-focused — get straight to scheduling

"Hi Sarah! Time for your Botox refresh. Reply YES to book."

Balanced — light education with a booking nudge

"It's been 4 months since your last Botox — that's usually when results start to fade..."

Education-first — build trust, then invite to book

"Did you know that consistent Botox every 3–4 months can actually train your muscles to relax longer?"

Preferred calls-to-action

Select all that the AI should be able to use.

"Reply YES to book"

"Call us at [phone]"

"Book online at [link]"

"Text us to confirm"

Provide multiple options

What are your top priorities for AI patient communication?

Message styles or phrases the AI should NEVER use

Share 1–2 messages that have gotten great patient response (optional)

Build Your AIKnowledge Base