Skip to main content
Healthcare providers field the same questions every day: office hours, accepted insurance, how to schedule an appointment, where to park. InsiteChat handles these automatically so your front desk and clinical staff can focus on patients who are physically present.

​
Problems InsiteChat solves for healthcare providers

Front desk staff are overwhelmed with routine calls. A large portion of every day goes to answering phone calls about hours, locations, and basic service questions — work that could be automated. Patients can’t find information on your website. Your site has the answers, but patients can’t navigate to them. They call anyway, or they leave and find another provider. After-hours questions go unanswered. Patients have questions at night and on weekends. Without a response, they search elsewhere, call an advice nurse unnecessarily, or show up to the ER for something that didn’t require it. Staff answer the same questions every day. Insurance eligibility, appointment preparation, billing questions — the same inquiries repeat constantly, contributing to administrative burnout.

​
What to train your chatbot on

For healthcare practices, prioritize the information patients need before and between appointments:
  • Services and specialties — what your practice offers and which conditions or procedures you handle
  • Appointment booking instructions — how to schedule, reschedule, or cancel, and what to bring
  • Insurance and billing FAQs — accepted plans, co-pay expectations, and how billing works
  • Office hours, locations, and directions — including parking and public transit options
  • Appointment preparation guides — fasting requirements, what to bring, arrival instructions
If your practice has separate pages or PDFs for different departments or locations, upload each one as its own source. This keeps the chatbot’s answers specific and accurate.

​
How to set up InsiteChat for your practice

1

Upload your services guide, FAQ, and insurance info

Go to Sources in your dashboard and upload your services overview, patient FAQ, and insurance information as PDFs. Or add your website URL to crawl your patient-facing pages automatically.
2

Add custom Q&A for your most common questions

Open Custom Q&A and add entries for your highest-volume questions — how to book an appointment, which insurance plans you accept, what to bring to a first visit, and your office hours. These give you precise control over answers to critical patient questions.
3

Embed on your homepage and contact page

Copy the embed snippet from Deployment and add it to your homepage and contact page. These are the pages where patients most often look for this information.
4

Enable lead capture for patient inquiries

Go to Lead Capture in your chatbot settings and turn it on. Configure it to collect names and contact details from patients who reach out through the chatbot, so your team can follow up on inquiries that need a personal response.
InsiteChat is for informational support only. It should not replace professional medical advice, diagnosis, or treatment. Always configure your chatbot to include a clear disclaimer for any health-related questions, directing patients to contact your office or seek emergency care when appropriate.

​
What to expect

  • Reduced front desk call volume — routine questions about hours, services, and insurance are handled automatically
  • Patients get answers 24/7 — after-hours questions receive an immediate, accurate response instead of going unanswered until the next business day
  • Your staff handles calls that genuinely require a human, which reduces interruptions and administrative burden
After going live, review the unanswered questions report in Analytics regularly. It shows you exactly what patients asked that the chatbot couldn’t answer — use it to fill gaps in your knowledge sources.

​
Next steps

Website crawler

Crawl your patient-facing website pages as a knowledge source.

Lead capture

Collect patient inquiry details inside the chat widget.