The Answers You Need

Yes, Holly AI is designed to support the full complexity of healthcare operations. As an AI scheduling assistant and virtual receptionist, Holly can manage scheduling across multiple specialties, providers, locations, and appointment types while respecting your unique operational rules.

Holly’s scheduling engine is powered by over 200 customizable rules, including:

• Appointment types configured by provider, location, and calendar availability
• Availability rules based on provider, location, and appointment type
• State-specific compliance requirements and EHR template alignment
• Time zone conversion between patients and providers for virtual or multi-location care
• Automated appointment instructions based on appointment type, calendar, or location
• Custom start times for appointment slots
• Payment settings by location or appointment type

In addition, Holly supports advanced configurations such as overlapping appointments, multi-location scheduling, and provider sharing. This allows your practice to book multiple appointments within the same time slot when needed.

Holly stays synced with your practice’s schedule in real time. This allows it to access up-to-date provider availability and accurately offer open slots to patients. Your team can choose whether patients must select a provider or have the option to do so. When enabled, patients can indicate a preferred provider, making it easy to schedule with the clinician they trust most.

To support clinical readiness, Holly automatically sends personalized pre-visit instructions tailored to the appointment type and workflow. These messages can be sent before or after confirmation, depending on your preferences.

Holly also manages appointment type complexity by allowing practices to define exactly which types are available per provider, location, or calendar. This ensures that patients are only offered appropriate services, which reduces scheduling errors and improves operational efficiency.

Yes, Holly AI automatically manages phone calls, text messages, and online appointment scheduling 24/7 for healthcare practices without requiring staff intervention.

Holly delivers friendly, human-like interactions across multiple channels:

• Phone calls for scheduling, rescheduling, FAQs, next appointment information, and spontaneous patient inquiries. When a patient request falls outside of Holly’s supported workflows, the Smart Inbox captures and classifies the message, then alerts the appropriate staff member for follow-up.
• Text messages for confirmations, reminders, follow-ups, appointment instructions, cancellation recovery, feedback gathering, FAQs, and more
• Online scheduling through your website, Google Search, or social media. Holly’s web scheduler is fully customizable, embeddable, and supports complex provider-specific rules. With Google Business Profile integration, patients can conveniently book appointments directly from search results using the “Book Now” button, eliminating extra steps in the process.

The web scheduler also supports:

• Insurance card image capture, allowing patients to upload front and back images of their insurance card when booking
• Insurance information collection, including plan type, health insurance provider, group ID, and member ID, which is added to the appointment notes
• Payment processing through Square and Stripe, enabling secure payment collection at the time of booking

As a result, Holly AI improves patient access, reduces the administrative burden on staff, and enables patients to book appointments up to 10 times faster — from any device, at any time, and through any channel.

Yes, Holly AI fully automates appointment reminders, confirmations, rescheduling, and cancellations across multiple channels, while offering advanced customization to match your practice’s workflows.

As an intelligent AI scheduling assistant and AI receptionist, Holly streamlines the entire appointment lifecycle with features including:

Reminders & confirmations:

• Holly sends conversational appointment confirmations and reminders both in the days leading up to the appointment and on the day of the visit, via SMS, email, and phone. Unlike most solutions that simply send alerts or notifications, Holly understands and responds to patient replies in real time. This allows the conversation to continue naturally, rather than stopping at a one-way message, and results in a smoother, more engaging patient experience.
• If a patient does not respond to the initial confirmation, Holly sends a second reminder via SMS or phone call
• For telehealth appointments, Holly sends a reminder to the patient three hours before the virtual visit, including the meeting URL
• Late cancellation policies are enforced automatically
• Practices see up to a 40% reduction in no-shows

Rescheduling & cancellations:

• Smart rescheduling logic for no-shows, patient cancellations, and clinic-initiated changes, all managed via SMS
• If a patient replies “no” to Holly’s confirmation message, Holly immediately offers to reschedule their appointment
• Appointment type switching and rescheduling based on availability and provider preferences
• Capacity-optimized scheduling to balance provider load and reduce gaps
• If a patient starts the rescheduling process but doesn’t complete it, Holly automatically triggers a recovery workflow with multiple SMS follow-ups to help close the loop

Custom messaging & instructions:

• Personalized communications tailored by appointment type, timing, or workflow
• Automated pre- or post-confirmation instruction messages
• Fully customizable messaging based on your practice’s preferences

Missed appointment recovery & recall:

• Automated prompts to reschedule missed appointments
• Recall automation by appointment type and custom time intervals to bring patients back for follow-up or routine care

Waitlist management:

• Auto-fills last-minute cancellations with eligible patients from the waitlist
• Offers are matched based on provider, appointment type, duration, and search window preferences

Feedback and reputation management:

• Conversational feedback collection triggered by cancellations and completed appointments
• Encourages public reviews from patients who have positively evaluated your services

With Holly AI, healthcare practices gain complete control over how and when patients are engaged. This reduces administrative workload, minimizes no-shows, and significantly improves the overall scheduling experience.

Yes, Holly AI can answer and route incoming phone calls 24/7, providing friendly, intelligent, and human-like support for healthcare practices. To get started, you simply need to connect Holly to one of the options in your existing phone tree. Once connected, Holly begins handling calls within seconds.

Holly supports a wide range of patient requests over the phone, including:

• Scheduling new or follow-up appointments
• Spontaneous cancellations and rescheduling
• Frequently asked questions
• Next appointment information

To ensure calls are directed appropriately, Holly uses natural language processing (NLP) and intent recognition to understand and respond to patient needs in real time, just like a top-tier front desk agent. If a patient needs to speak with a staff member, Holly immediately routes the call to the appropriate team member. When a request comes in outside of working hours, Holly notifies the patient of available callback times.

If a patient requests a feature that is not supported during a call — such as a prescription refill or billing information — Holly captures the call details along with the patient’s information and sends an email notification to the staff for appropriate follow-up.

Additional features include:

• Instant call routing and real-time patient replies
• Workflow automation triggered by patient intent, with no human intervention required
• Human intervention alerts that allow your staff to prioritize high-value interactions while Holly manages routine requests
• Automated staff notifications via email when key patient interactions occur, such as successful or failed scheduling attempts and appointment cancellations
• Proactive text message follow-up when a patient call is disconnected or ends without completion, keeping the conversation going at the moment intent is highest

With the combination of virtual receptionist services and empathetic patient communication, Holly ensures that every call is answered and every patient is guided to the right place at any time of day.