Use case

An AI chatbot for clinic front-desk questions

CustomerReplies answers the front-desk questions your clinic gets every day: timings, fees, location, which doctor sees what, and how to book. It must never give medical advice, so you tell it to hand every clinical question to your staff. It answers only from the pages and files you give it.

Last updated 1 Nov 2026 by Venu Gopal Reddy Muvva, Founder, Surge Software Solutions

Who this is for

This is for clinic owners and front-desk staff. Patients ask the same things on WhatsApp and your website: are you open on Sunday, what does a consultation cost, do I need an appointment, where do I park. Many of these come after hours. You want them answered correctly and quickly. You also need to be sure that anything about symptoms, medicines or test results goes to a real person.

How to do it in CustomerReplies

Sign in and add your website. Sign in at /sign-in with an email code. In onboarding, type your clinic's website address.
Add your clinic details. On the Sources page, upload your fee list and timings as a file, or add them as Q&A pairs. Keep it to front-desk facts.
Tell it to hand off clinical questions. In the agent's instructions, say it must not give medical advice. On the Hand-off page, add a rule that sends questions about symptoms, medicines or reports to your staff.
Test in the Playground. Ask about fees and timings. Then ask a medical question and check that it hands off instead of answering.
Add booking. Under Actions, connect Calendly or Cal.com so patients can book an appointment slot in the chat.
Go live. Paste the script tag from the Widget page into your site, or connect your WhatsApp number on the Channels page.

No medical advice

CustomerReplies is a support tool, not a medical tool. It should never tell a patient what is wrong with them or what to take. Keep medical content out of its sources, tell it in its instructions not to give medical advice, and set a hand-off rule for clinical questions.

Test this in the Playground before you go live, and re-run your test questions after you change anything. In an emergency, patients should call you or emergency services, so put that on your site too.

What it can answer well

Opening hours, holidays, fees, which doctor is in on which day, how to reach you, what to bring to a first visit, and how to book. Every answer links to the page it came from.

A fact guard marks an answer as low confidence if it contains a price or phone number that is not in your sources. This helps stop wrong fees reaching patients.

What you pay

The first 3 months are free. After that you pay only for what you use, at our cost — no markup. Monthly plans are coming soon.

When CustomerReplies is not the right tool

CustomerReplies is not the right tool if you want a bot that answers health questions, triages patients or reads reports. It must not do that. It is also not right if your patients need replies in Hindi, Tamil or Telugu; it understands those languages but answers in English. It does not take phone calls today: phone calls are in Beta and need a paid add-on that is not available yet.

Questions

Does it give medical advice?

No, and you should make sure it never does. Tell it in its instructions not to, and set a hand-off rule so clinical questions go to your staff.

Can patients book an appointment?

Yes, if you use Calendly or Cal.com. Connect it under Actions and the agent can book a slot in the chat.

What happens with an urgent message?

Set a hand-off rule for it. Your staff get an alert on Telegram or email and take over from the Inbox. Patients should still call you in an emergency.

How much does it cost?