What the assistant can and can't do

Fertiligent's assistant meets patients on your website (Eva), on the phone, over text, and by email. 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. By text, and through Eva on your website, a patient can book a nurse intake call from a shared queue, and gets one confirmation of it.
• Relay an approved result. When a clinician has approved an explanation of a result (such as the Day-5 embryology update), the assistant answers a question about it with the clinician's words as written, in the portal chat and on the phone.
• Answer in the patient's language. It replies in the language the patient uses, including European Portuguese on the phone and in the portal.
• 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. On the phone, a clinic that turns on automatic transfer can also have the call ring its front desk during the hours it sets. It is off by default.

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.
• Reply in its own words, when you've said not to. With approved replies set to Strict, it sends only wording your clinic approved; a text, portal or email message nothing approved covers goes to your team with no automatic reply. A caller on the phone still hears a short hand-off line, because silence on a call sounds like a dropped line.
• 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, it doesn't hang up, and it doesn't transfer the call to your front desk instead.

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
Email	Inbound email joins the same worklist. Replies are either drafted for a person to approve or handled live, depending on how your clinic sets it. Off by default.	Conversations
Patient portal	Secure two-way messages inside the portal.	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.