Engage AI is where ARIA, your AI receptionist, texts patients and books them in. This guide explains the Engage AI page, the campaign boards, the AI Messages inbox and the settings.
Open Engage AI
Click Engage AI in the left menu (the sparkles icon).
The page shows this month's totals at the top and one card per campaign below.
Totals
Tile | What it shows |
Booked this month | The value of appointments ARIA booked this month, with the number of bookings and the average. |
Invoiced this month | How much of that has been invoiced. |
Est. pipeline | The estimated value of every active conversation. |
Not booked this month | The value of conversations that ended this month without a booking (the patient opted out or the conversation closed). Conversations your team removed are shown on a separate Removed line. |
Conversion | How many conversations added this month ended in a booking. |
Needs attention | Conversations waiting on your team. |
The totals update every hour.
Campaigns
Each campaign is a reason for ARIA to contact a patient:
Campaign | Who ARIA texts |
On Hold | Patients whose appointment is on hold, to rebook it. |
Leads | New enquiries with no appointment yet, to book them in. |
Recalls | Patients whose recall is due or coming up, to book the recall. |
Follow-ups | Existing patients with no upcoming booking, to book their next visit. |
Lapsed | Patients who haven't visited in 2 years or more, to welcome them back. |
Autofill | Waitlist patients, when a gap opens in the diary. |
Use All, Marketing and Frontdesk above the cards to filter them. Marketing is Leads and Lapsed. Frontdesk is On Hold, Recalls, Follow-ups and Autofill.
Each card shows what that campaign booked this month, its conversion rate, how many conversations are active, and how many need attention.
Turn a campaign on
ARIA doesn't choose patients on her own. A campaign starts when an automation enrols patients into it.
Go to Automation and click Create Automation.
Choose the type: Appointments (On Hold), Leads, Recalls or Patients (Follow-ups or Lapsed).
Add your conditions.
Add the action Enroll … in AI Campaign and choose an Appointment Reason.
Switch on the Scheduler and click Save.
To pause a campaign, switch off the automation's scheduler or archive the automation.
For a full worked example, see Engage AI: Set up a Leads campaign.
The campaign board
Click a campaign card to open its board. Each conversation is a card that moves from left to right.
Column | What it means |
Queued | ARIA will send the first message. |
Contacted | ARIA has sent a message and is waiting for a reply. |
Replied | The patient replied and ARIA is talking to them. |
Needs Attention | ARIA has handed the conversation to your team. ARIA is paused. |
Booked | The patient is booked. |
Opted out | The patient asked to stop. |
Removed | Your team took the patient off the board. |
Closed | The conversation ended without a booking. Switch on Show closed to see it. |
Under each column heading you see the number of cards and their total value.
Booked, Opted out and Removed cards stay on the board for 14 days after the conversation ends.
Card values
Each card shows what the appointment is worth:
Amount only: the real fee for the appointment.
Calculator icon and amount: an estimate. Hover over the icon to see where it came from, for example the catalogue price or the 6-month average fee for that appointment type.
Note: column totals can take up to a minute to catch up after a card moves. Card values update when you reload the board or click the refresh button.
Remove a patient or mark them as opted out
Click the ⋮ menu on the card.
Choose Remove from board or Patient opted out.
For Remove from board, choose a Reason: Added by mistake, Patient booked another way, Patient left the practice, Duplicate patient record, Patient no longer wants to be chased (not a full opt-out) or Other. You can add a note. A note is required for Other.
The reason is recorded on the conversation. The patient is not messaged.
You can also drag a card onto the Opted out or Removed column.
Read and reply to a conversation
Click a card to open the conversation. You see every message ARIA and the patient sent, and each change of column.
Reply to take over. Sending a reply pauses ARIA for that conversation for good.
Hand back to ARIA lets ARIA carry on with a conversation in Needs Attention.
AI Messages
AI Messages in the top bar lists every conversation that needs your team. The red number is how many are waiting.
Pick a conversation from Needs Attention. Use Filter by reason to narrow the list, for example Urgent.
Click Assign to me so your team knows you have it.
Reply to the patient, or add an Internal note for your team. Patients never see notes.
Click Close when it's dealt with, or Hand back to ARIA.
Switch on Show resolved to see conversations you've already closed. All conversations lists every ARIA conversation.
Settings
Click Settings at the top right of Engage AI. Make your changes, then click Save changes.
Note: you need permission to manage AI settings. If you can't see Settings, ask your practice owner.
Setting | What it does |
Global guardrails | Instructions ARIA follows in every conversation, up to 2,000 characters. For example: "Always be warm and professional. Never quote prices." |
Conversation values | Switch on Estimate unpriced appointments from the average fee for that appointment type to value an appointment with no fee or catalogue price at its average fee over the last 6 months. |
Appointment type tone overrides | A different tone for one appointment type, for example a gentler tone for extractions. Click + Add tone override. |
Campaign knobs | How many appointment times ARIA offers in one message, and which practitioner she prefers. |
Campaign knobs
Campaign | Slots to offer | Practitioner preference |
On Hold | 1 to 5 (default 3) | Same practitioner or Any practitioner |
Leads | 1 to 5 (default 3) | — |
Recalls | 1 to 5 (default 3) | Patient's primary practitioner or Any practitioner |
Follow-ups | 1 to 5 (default 3) | — |
Good to know
Messages go out in your practice's name. The first message says it's from your practice. It doesn't say it's from ARIA or an AI.
Opting out: a patient can reply STOP (or UNSUBSCRIBE, OPT OUT, QUIT or END) at any time to stop automated messages. START opts them back in. CANCEL isn't treated as an opt-out, because patients use it to cancel appointments.
Urgent messages: if a patient reports pain or a dental emergency, or asks to speak to a person, ARIA hands the conversation to your team with the reason Urgent. Your team gets a notification.
Booking a patient yourself: if ARIA is already talking to the patient, Zavy asks what to do with the conversation before you book. See Engage AI: ARIA at Booking.
Example: clear today's Needs Attention
Open AI Messages from the top bar.
Click Filter by reason and choose Urgent.
Click the first conversation, then Assign to me.
Read the messages, then call or reply to the patient.
Add an Internal note, for example "Called patient, booked emergency appointment for 2pm."
Click Close.
Clear the filter and work through the rest of the list.
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