Questions & Answers
The questions practices ask most, answered plainly. Can't find yours? We're a message away.
Getting started
Routiq is an AI front desk and patient-reactivation platform for healthcare practices. We connect to your practice management system, bring back patients who have quietly stopped coming, and handle the everyday reception conversations across text, WhatsApp, and phone — so your team can focus on the people in front of them.
Connect your booking system, pick a voice, and Robyn learns from your patient history automatically. From there she reaches out to overdue patients on the channel they actually read, handles the back-and-forth, books them in, and lands every conversation in one control centre your team oversees.
Setup takes about five minutes — connect your booking system and pick a voice. Full activation can take a little longer depending on how much patient history we are syncing; larger clinics with years of data take a day or two.
Yes. Routiq connects with Cliniko (as an official Cliniko connected app), Nookal, and PracSuite, and syncs your patient data automatically — we handle the technical setup so data flows smoothly between systems.
Yes — seven days, full access, no credit card required. You can connect your booking software, pick a voice, and watch Robyn handle real conversations from day one.
Any practice that runs on appointments — physiotherapy, osteopathy, chiropractic, podiatry, psychology, dietetics, exercise physiology, speech pathology, occupational therapy, and other allied-health and aesthetics clinics.
Meet Robyn
Yes. Meet Robyn, Routiq's AI reception assistant. Robyn works across calls, texts, and WhatsApp so patients speak to the same assistant every time. You can pick a male or female voice and shape the tone to match your clinic.
Text first, because that's what patients actually reply to. SMS, WhatsApp, and Instagram DMs open at around 98% within minutes. Phone is there too, for inbound calls when patients prefer to ring. Every conversation lands in one place.
Because patients read texts and screen calls. A proactive SMS at the right moment gets a response; a cold call from an unknown number gets ignored. We lead with the channel that works.
Phone answering is reactive — it waits for patients to call. Routiq is proactive: we reach out to patients who are overdue, on the channel they actually read, before they forget about you. That's where the rebookings come from.
Robyn reads like your best receptionist, not a chatbot. Your team oversees every conversation through the control centre, so the tone stays true to your clinic.
They become the control centre. Robyn handles the volume, your receptionist handles the exceptions — more time with patients, less time on the phone.
Robyn hands over. The conversation is flagged to your team with full context, and Robyn never guesses about your clinic.
What Robyn does
Yes. Routiq reads your booking data and writes back in real time — Robyn can create, reschedule, and cancel appointments directly, so they appear in your diary like any other booking.
Yes. Routiq can run in review mode, where Robyn prepares each message and nothing is sent until your team approves it. For reactivation she will even draft a few message options per patient for you to choose from.
Yes. Robyn is set up with your clinic's details, services, and tone, and drafts every message in your voice rather than a generic template.
Robyn answers inbound calls as your front desk — including the calls you forward through when your team can't pick up (busy, no answer, or after-hours), so a missed call becomes an answered one rather than a voicemail.
Robyn does not give clinical advice. Worsening symptoms, anything that reads as a red flag, complaints, refunds, and urgent medical questions are escalated to your team rather than answered automatically. She's a receptionist, not a clinician, and is built to know the difference.
Yes. Robyn can prioritise urgent requests, check for the right slots, and notify your team immediately for anything that needs a human. She is designed to understand urgency and respond appropriately.
Reactivation & targeting
Routiq looks across your patient history, automatically scores and prioritises the people most worth reaching, and sends a personalised, two-way message — then has the conversation that turns a reply into a rebooking. It's not a one-way reminder blast.
Yes. You can segment by last visit date and lapsed window (for example three and six months), did-not-attend, and whether patients are contactable, as standard. More granular targeting — by practitioner, location, appointment type, and more — is available on our premium tier.
Each message is tailored to the patient's own record — for example: "Hi Sarah, we noticed you haven't been in since your lower-back session in October. Ready to continue your recovery?" — rather than a generic template.
Most practices start seeing patients return within the first week. Reactivating just a few patients a week more than covers the subscription — and the real value is in the long-term relationships you rebuild.
Always. Routiq automatically respects opt-outs and won't message patients who have replied STOP, unsubscribed, or are marked as do-not-contact.
Pricing & plans
Routiq is offering 50% off to the first 100 locations that sign up. The discounted rate ($199/mo, or $159/mo on annual) is locked in for the first 12 months of your subscription. Once 100 locations are claimed, new sign-ups move to standard pricing ($399/mo, $319/mo annual).
A location is a single clinic site — one address, one booking calendar, unlimited practitioners and reception staff. Multi-location clinics pay per site, with volume discounts as you add more.
Messaging is billed simply, per message — 10c per SMS or WhatsApp message, on top of your plan — so you only ever pay for what you actually send. You can set sensible limits in the control centre to keep volume in check.
The same flat rate applies per location, whether you run one site or nine. Multi-site groups (10+ locations) get custom pricing — reach out and we'll put a number together.
On the monthly plan, yes — upgrade, downgrade, or cancel at any time, with changes taking effect from your next billing cycle. Annual plans are committed for the 12-month term in exchange for the lower rate. No long lock-in beyond the plan you choose.
Pricing is per location (see the founding rate above). Most practices see a return within the first month through captured bookings and the admin time they get back.
Security & your data
Yes. Data is encrypted at rest (AES-256) and in transit (TLS 1.3), with role-based access and row-level security so each practice only ever sees its own data. Every conversation flows through the control centre — review, approve, or take over anything — and patient data is stored in Australia.
Yes — Routiq complies with the Australian Privacy Act and the Australian Privacy Principles, and is built to align with AHPRA guidelines, with encryption, access controls, and audit logging throughout. We're also actively working toward ISO 27001, SOC 2, and GDPR — happy to share exactly where we're up to.
That's the design intent. AHPRA's advertising guidelines apply to anyone advertising a regulated health service — including a platform messaging patients on your behalf — so Routiq is built so your communications carry no misleading claims, use no testimonials about the clinical aspects of care (genuine non-clinical reviews are fine), create no unreasonable expectation of benefit, and state the terms of any offer. And because you can run in review mode, your team approves every message before it sends.
Yes. Every conversation is visible in a shared inbox — what the patient said, what Robyn said, and the full thread. Nothing happens in a black box.
By default your practice uses one dedicated number, shared across all locations, with every conversation in one shared inbox your team can see and assign. If you'd prefer each location to have its own number, that can be set up as well.
Start a free seven-day trial and see Robyn handle real conversations, or talk to us first — no pressure either way.