What the assistant can and can't do
Fertiligent's assistant meets patients on your website (Eva), on the phone, and over text. It is deliberately bounded — built to help with intake and answer approved questions, never to act like a clinician or improvise. This page spells out the boundaries so you know exactly what it will and won't do.
What it can do
- Answer approved questions. It responds from your curated knowledge base — clinic hours, funding, what to expect — and nothing else.
- Capture intake. It collects details from a new inquiry and creates a prospect with a full history.
- Verify identity. It confirms who it's speaking to (typically by date of birth) before sharing anything personal.
- Book an intake call. On text, a referred patient can self-book a nurse intake call from a shared queue.
- Draft replies for staff. For patient messages, it can suggest a reply that a team member reviews before it's sent.
- Help a verified patient with their own care. Look up upcoming appointments, confirm one, or take a request to cancel or reschedule; update a contact detail; text over public information they've asked for.
- Ask how a patient wants to be reached, as part of an outreach sequence, and record the answer.
- Hand off to a person. Anything outside its lane is escalated to your team.
What it won't do
- Make things up. Answers are grounded in your approved materials; if it doesn't know, it says so and offers a hand-off — it won't invent an answer.
- Share health information without permission. Nothing personal is disclosed until identity is verified and consent is on file for that channel. Verified is not the same as consented.
- Give medical advice or diagnose. Clinical questions are escalated to your staff, not answered by the assistant.
- Make clinical decisions or change a patient's care.
- Act silently. Access to protected health information is logged, and emergency ("break-glass") access is time-limited and recorded.
- Handle an emergency itself. If a caller describes something that may be a medical emergency, the assistant tells them to call 911 and stays with them — it doesn't try to triage, and it doesn't hang up.
The one rule underneath all of this
A person always stays in the loop. The assistant handles the routine and safe; anything sensitive, uncertain, or clinical goes to your team.
Where it shows up
| Surface | What it does | Guide |
|---|---|---|
| Website chat (Eva) | Answers questions and captures inquiries. | Eva, the patient companion |
| Phone | Handles calls with a cautious, verify-first flow. | Voice phone assistant |
| Text (SMS) | Two-way texting, consent-gated. | Patient messaging & SMS |
Availability
The assistant's channels are enabled per clinic, and real-patient text and outbound calling roll out in a controlled way. Ask your Fertiligent contact what's turned on for you.