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The clinic pack tunes Vorel’s voice + chat agent for medical clinics. It seeds an agent persona, the slots the agent collects on every qualification, the catalog attributes for clinicians/visits, the handoff triggers, and, critically, a hard set of guardrails to keep the agent on the safe side of “scheduling assistant” and far away from “clinical advice.”
Read the safety guards section before deploying this pack. A clinic agent that suggests a diagnosis or downplays a symptom is a regulatory + ethical issue. The pack ships defensive defaults; don’t loosen them without explicit operator review.

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Persona defaults

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Signature phrases

The clinic pack ships an empty signature_phrases list, by design. Salons can riff with “of course” / “let’s get you sorted”; clinics deliberately don’t, to keep the tone neutral and to avoid building rapport in a way that pressures patients.

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Forbidden phrases (the agent will never say)

diagnose · you have · definitely · it's nothing serious This is the most important field on the page. The forbidden list is what stops the agent from drifting into clinical territory:
  • diagnose: covers conjugations like “I diagnose”, “let me diagnose”; the agent cannot verbalise a diagnostic action.
  • you have: blocks the most common diagnostic phrasing (“you have a UTI”, “you have allergies”). Forces the agent to say “I’m not able to diagnose; let me capture what you’re feeling and route you to the right specialty”.
  • definitely: blocks false confidence in any clinical context.
  • it's nothing serious: blocks the dangerous reassurance pattern; downplaying a symptom can stop a patient from seeking care.
You can add to this list per-tenant; you cannot remove without a code-side change. (And if you want to: don’t.)

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What the agent qualifies

The agent applies these qualification rules for this vertical:
Confirm patient status (new vs returning) before anything else; for returning patients, retrieve their last visit + clinician so follow-ups bind correctly. Capture insurance provider + member number when collecting reason for visit, since insurance gates which clinicians are bookable. NEVER suggest a diagnosis or give clinical advice; capture symptoms in the patient’s own words and route to the right specialty. Urgent / red-flag symptoms (chest pain, difficulty breathing, severe bleeding, suicidal ideation, possible stroke signs) trigger immediate handoff to a human + an explicit instruction to call emergency services.

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Lead attributes captured

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Offering catalog attributes

Bookable visit slots are stored as Vorel offerings:

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Handoff triggers (defaults)

  • On complaint: any service grievance escalates.
  • On compliance: regulatory / consent / records questions escalate.
  • On explicit request: “let me speak to the front desk”.
  • On stuck: if the agent can’t make progress in two turns, hand off rather than loop.
  • On red-flag symptom: qualification-prompt-driven; chest pain, difficulty breathing, severe bleeding, suicidal ideation, possible stroke signs trigger an immediate handoff plus an explicit instruction to call emergency services.
on_negotiation is OFF. Clinics rarely have pricing negotiations on the inbound channel.

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Safety guards (non-negotiable defaults)

The clinic pack is the most safety-critical of Vorel’s verticals. The following are baked in:
  1. No diagnosis, no clinical advice. The forbidden phrases enforce this at the agent’s vocabulary level. The qualification rules reinforce it at the prompt level.
  2. Symptoms captured verbatim. The symptoms_summary slot stores the patient’s own words, never a paraphrase or interpretation. This protects the clinician (the slot is a reliable hand-off artefact) and the patient (no AI-induced framing distorts the visit).
  3. Red-flag escalation is hard-coded. A pre-defined list of red-flag symptoms (chest pain, severe bleeding, suicidal ideation, etc.) routes immediately to a human plus an explicit instruction to call emergency services. The agent doesn’t try to reassure or self-triage.
  4. Insurance gates bookability. The catalog’s insurance_accepted array is matched against the patient’s insurance_provider slot at booking time, so a patient with provider X never gets offered a slot at a clinician who doesn’t accept X.
  5. FAQ redirect copy is explicit. The pack’s faq_redirect_message_en and faq_redirect_message_ar redirect any clinical-advice question to “ask your clinician directly during the visit” or, for emergencies, “call your local emergency number”.

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Worth knowing

  • HIPAA is not turn-key. The clinic pack ships safety guards; running a HIPAA-grade workflow requires Business Associate Agreements (BAAs) with every PHI-touching subprocessor in the tenant’s voice and AI pipeline (telephony carrier, speech and language models, and any real-time providers). Vorel signs BAAs per-customer engagement; talk to your operator before the kickoff call. For safety-critical healthcare workflows, the clinic pack also pins the agent to a fully tool-mediated reasoning path on every turn until the relevant subprocessor compliance posture is verified.
  • Telehealth slots. The telehealth_available boolean lets you carry both in-person and telehealth slots in the same catalog. The agent honours the patient’s preference if expressed; otherwise defaults to in-person.
  • Multi-language clinicians. Clinics in MENA frequently have clinicians speaking Arabic + English + Urdu / Hindi / French. The pack’s languages array on offerings + preferred_language on leads is the routing axis.
  • Post-confirmation copy. The pack’s booking_post_confirm_hint instructs the confirmation to include the clinic address with parking + entrance notes, the clinician’s name, visit duration, documents to bring (insurance card, prior reports), and any prep instructions (fasting, medication holds, paperwork).

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Per-tenant tuning

  • Append signature / forbidden phrases: your clinic’s restricted vocabulary on top of the pack defaults.
  • Replace prompt overrides per-key: e.g. specialty-specific qualification rules (a pediatric clinic capturing parent + child names; a dermatology clinic capturing photo intake).
  • Full prompt edits: for deeper rewrites, tenant_prompt_overrides replaces individual sub-agent prompts.
The pack-override UI deliberately makes it harder to remove forbidden phrases than to add them: adds happen in the textbox; removes need an operator-side action.
  • Voice: TTS-safe formatting + bilingual handling
  • CRM: Athenahealth driver for clinical EMRs
  • Security overview: PII handling, right-to-erasure, audit trail
  • Quickstart: onboarding flow