Configure Robyn yourself — knowledge, confirmation, location, voice

For the first few months of Routiq, the answer to “can Robyn handle X for our clinic?” was always the same: “yes, we’ll configure it.” That meant a Slack message, a calendar invite, a back-and-forth, and a small team somewhere editing a config file you couldn’t see.

That’s the right model when you’re building. It’s the wrong model when you’re operating. This week we shipped the surface that closes the loop: clinic owners can now configure Robyn directly — and see, at a glance, what’s wired up and what isn’t.

Knowledge readiness cards

The biggest change is on the readiness page. Robyn’s knowledge — the data she pulls from when answering a patient — is now broken into discrete cards: Services & pricing, Practitioner profiles, Locations, Booking rules, Cancellation policy, Pre-appointment instructions, and so on.

Each card shows you:

• Whether it’s connected (sourced from your PMS, sourced from a doc, or empty)
• When it was last updated
• A preview of what Robyn knows right now
• A direct edit path

The cards are clickable. Tap Services & pricing and you’re in the editor. No second navigation, no hunting for the right settings page. The readiness page itself becomes your work queue: anything red or amber is something Robyn doesn’t know yet — and a click away from being something she does.

Confirmation & location settings

Two new settings groups that used to require a ticket:

Confirmation behaviour. Whether Robyn confirms bookings via SMS, voice callback, or both. The exact wording of the confirmation message. Whether she sends a confirmation immediately or batches them with a same-day reminder. Whether she chases unconfirmed bookings the morning of.

Multi-location. For clinics with more than one site, you can now declare each location, set its hours, name the practitioners who work there, and write a per-location greeting. Robyn picks the right location from caller cues (number called, postcode mentioned, practitioner asked for) and writes the booking into the correct calendar — without you maintaining a lookup table.

Booking instructions field

A free-text field for the things that don’t fit anywhere else. “Always ask if the patient has been seen at any of our sites before, not just this one.” “For initial podiatry consults, mention the 45-minute duration explicitly.” “Never quote bulk-billing — we don’t offer it.”

These are the clinic-specific rules that used to live in a Notion doc that nobody read. Now they’re in a single field that Robyn reads every time she’s about to write a booking. Edit it once, applies everywhere.

Voice greeting — unified

Voice and SMS greetings used to be configured in separate places, which meant they could drift. We’ve unified them: one greeting setting, used for both, with a single override field for the cases where you genuinely want them to differ. Most clinics don’t.

We also kept the voice dialogue flow editor available behind an advanced toggle for the handful of clinics that need to script specific scenarios (intake triage, multi-step screening). It’s there, but it’s no longer the default starting point.

Why this matters

The honest story is that configuration was our bottleneck — not the AI. The AI was capable; we just couldn’t wire it up fast enough for every new clinic without burning support hours. Putting these surfaces in the customer’s hands means:

• Onboarding compresses. A clinic that wants to go live can now wire up half the readiness checklist themselves while we work on the half that needs PMS integration.
• The agent stays accurate as the clinic changes. New practitioner? New service? New location? Edit a card. No ticket, no waiting.
• The readiness page becomes the source of truth. What Robyn says is what’s in the cards. If something’s wrong in production, the readiness page tells you exactly where to fix it.

What’s next

The cards expose what Robyn knows. The next layer is what Robyn decides — a transparent rules editor for things like triage routing (“podiatry with diabetes mention → flag for review”), escalation paths, and after-hours behaviour. That goes through the same readiness card pattern: visible, editable, owned by the clinic.

If you’ve been waiting on us to wire up something specific for your practice — check the readiness page first. There’s a good chance the field you wanted is now sitting there with your name on it.