Answers for patients. Procedures for staff.
The website assistant and the staff knowledge assistant, side by side, and why neither can read the other's documents.
Website assistant
It answers visitors from the practice's own published pages, day or night. It cannot see patient records, cannot book, and gives no dental advice.
Are you taking new patients?
- Hi, are you taking new patients? There are four of us.
- Yes, Rivergate is accepting new patients, adults and children. Families can usually be seen back to back rather than making separate trips. To book, call during opening hours or send a request through the contact page, and the front desk will call back with times.
- What should we bring to the first visit?
- Bring your insurance details if you have coverage, a list of any medications you take, the name of your previous dental office, and anything you want looked at. After booking, a link to the new patient forms arrives by text or email. They take about ten minutes.
- Searched Rivergate's published pages. Closest matches: new patients, how to book, children's appointments.
- Answered from the new patients page only.
- Logged the conversation. No patient record exists here to read.
Where it stops. Answers come only from content the practice has approved. The wording changes from visit to visit because each reply is written fresh; the facts come from the same pages every time.
Insurance and price
- Do you bill my insurance directly?
- Rivergate submits claims to your insurer on your behalf where your plan allows it. Bring your insurance details to your first visit.
- How much is a cleaning?
- I can't give prices here. Anything recommended is written down with what it involves and what it costs before you decide. The front desk can help with cost questions during opening hours.
- Found the practice's insurance and payment section.
- No prices are in the published content, so none was given.
Where it stops. It never invents a price, a diagnosis or an appointment time. Anything it cannot answer from the practice's content goes back to the front desk.
A worry at 11 pm
- My jaw is swollen and it's getting hard to swallow. Should I wait for the office to open?
- Please don't wait on this chat. Rivergate's guidance is that spreading swelling, or difficulty breathing or swallowing, are reasons to go to the nearest emergency department rather than wait for the office to open. I can't give dental advice.
- Matched the practice's own guidance for outside opening hours.
- Repeated the practice's guidance. Gave no diagnosis and no treatment advice.
Where it stops. It repeats what the practice has published and stops there. It does not assess symptoms or suggest treatment.
Staff knowledge assistant
Staff ask how things are done here and get the steps from the practice's own procedures, with the source beside every answer. Each person signs in with their own access.
A cancellation for tomorrow
- Staff
A patient just cancelled tomorrow's 9 am cleaning. What do I do?
- Assistant
- Mark the appointment cancelled in the practice system and note who called.
- Call the short-notice list in the order people asked, starting with anyone in discomfort.
- If nobody takes the time by 4 pm, keep it as tomorrow's urgent slot.
- Offer the patient who cancelled a new time before you end the call.
Sources- Front desk handbook: cancellations and the short-notice list
- Scheduling guide: holding urgent time
- Checked this staff member's own access before anything else.
- Searched the practice's internal documents only.
- Logged the question, the answer and how many passages it drew on, for the practice's audit trail.
Where it stops. It answers from documents MareCraftAI loads for the practice; staff do not upload files themselves. Switching off someone's access takes effect immediately.
Same question, two assistants
- How do staff close out the card terminal at the end of the day?
- I don't have that information. The front desk can help during opening hours, or you can send a request through the contact page.
- Staff
How do I close out the card terminal at the end of the day?
- Assistant
- Settle the day's batch from the terminal's admin menu before 6 pm.
- Print the settlement report and match it against the day's payments in the practice system.
- File the report in the end-of-day folder with any voided receipts.
- Note any difference in the day log for the office manager.
Sources- End-of-day checklist
- Taking payments at the front desk
- Website assistant searched public pages only. Internal documents are outside its reach.
- Staff assistant checked the staff member's access, then searched internal documents.
Where it stops. The separation happens inside the database search itself, so a mistake in a workflow cannot hand an internal document to the public assistant.
Answer from your own content.
We load your approved pages and procedures, and you review the answers before anything is switched on.
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