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Glossary

The terms used throughout these guides, in plain language. For how the concepts fit together, see Core concepts.

Prospect​

A potential patient moving through your outreach and intake funnel, before they become an active patient. Every inquiry — web, phone, referral — becomes a prospect. See Prospect management & outreach.

Patient​

A person in your clinical record, with a lifecycle from Referred through to Active. A prospect becomes a patient when they're booked.

Referral​

An inbound request from a referring physician. It's the intake stage; once confirmed it freezes into a read-only record. See Referrals workflow.

Outreach funnel​

The stages a prospect moves through as your team reaches them — from first contact to Booked (or Returned). Booking is what promotes a prospect to an active patient.

Resource​

Anything that can be booked — a physician, or a nurse in the intake queue. See Scheduling & booking.

Roster rule​

The definition of when a resource is available to be booked — its hours and how many slots run at once.

Appointment type​

The kind of appointment being booked (for example a 20-minute nurse intake call), which sets the length of the slot.

Availability​

The open slots that result from roster rules — what a patient or staff member can actually book into.

Booking​

A reservation of an open slot for an appointment type against a resource. Bookings are conflict-checked and can be cancelled or moved.

Intake nurse queue​

A shared pool of nurses that referred patients can self-book a short intake call from, rather than waiting on one nurse's calendar. See Intake nurse availability.

A patient's agreement to receive health information on a specific channel (phone or text), tracked separately with an audit history. See Consent & patient privacy.

Verified vs. consented​

Two separate things: verified means the assistant has confirmed who it's talking to; consented means the patient has agreed to receive health information on that channel. Both are required before anything private is shared.

Knowledge base​

The approved materials the assistant draws its answers from. It won't answer beyond them. See Knowledge base.

Tenant​

Your clinic's private, isolated space on the platform — its own portal, data, and branding. See Setting up your clinic.

Escalation​

When the assistant hands a conversation to a person because it's sensitive, uncertain, or clinical.

Eva​

The patient-facing assistant on your website. See Eva, the patient companion.

Outreach sequence​

The ordered set of steps your clinic authors to follow up a confirmed referral — texts, calls, waits, and questions — which runs until the patient engages or opts out. See Prospects & outreach setup.

Preference question​

An outreach step that confirms a referral was received and asks the patient how they'd like to be contacted. The sequence pauses until they answer. See Patient messaging & SMS.

Withdrawn​

The outreach stage for a prospect who has told you they no longer wish to proceed. It closes outreach and clears any stated contact preference. Distinct from Returned, which is your clinic sending a referral back. See Prospect management.

Conversations​

The shared worklist holding every conversation the assistant handles — phone, text, portal, and email — in one place. See Conversations.

Referral status portal​

A secure, link-based portal where someone who has been referred but isn't yet a patient can check their referral status and supply missing details. See The referral status portal.