Route Patient Enquiries Automatically
When a patient enquiry arrives by email, WebRun reads it, decides whether it belongs with the front desk, billing, or clinical admin team, drafts an appropriate acknowledgement reply, and pings the right staff member in Slack — nothing is sent to the patient until a person approves.
How can I automatically route patient enquiries to the right staff member?
When a patient enquiry arrives by email, WebRun reads it, decides whether it belongs with the front desk, billing, or clinical admin team, drafts an appropriate acknowledgement reply, and pings the right staff member in Slack — nothing is sent to the patient until a person approves the response.
- Every patient enquiry triaged and routed to the right person automatically
- Acknowledgement drafts ready for approval within minutes of arrival
- No patient message left unrouted or sitting in a shared inbox
Built for medical practices · dental clinics · allied health providers · clinic administrators
What does WebRun do on every run?
The exact actions WebRun takes, in order — in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
mail.google.comin a real browser with your saved login — no setup, no API keys. -
1
Gmail — read incoming patient enquiry
gmail.com
WebRun opens Gmail to read incoming patient enquiry. - Detect new unread emails in the practice inbox tagged as patient enquiries
- Read the subject and body to categorise: appointment request, billing question, form request, or general admin
- Never open attachments or click links in patient emails
Done when The enquiry is categorised and the relevant patient details are extracted.
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2
Practice management — look up patient record
- Search for the patient by name or email address in the system
- Pull the patient's upcoming appointments or outstanding balance if relevant to the query
- Note any flags on the account that staff should know before replying
Done when Patient context is retrieved and ready to include in the draft reply.
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3
Slack — route draft to the right staff member
slack.com
WebRun opens Slack to route draft to the right staff member. - Post the categorised enquiry and patient context to the appropriate staff Slack channel (front desk, billing, or admin)
- Include a drafted reply for the assigned staff member to review, edit, and send from Gmail
- Never send the reply to the patient from WebRun — it must go through the staff member
Done when The right staff member has the enquiry, patient context, and a draft reply waiting for their approval.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it reply to patients directly?
No. Every draft reply stays inside Slack until the assigned staff member copies it into Gmail and sends it themselves. The patient never receives an automated response.
How does it decide which team gets the message?
It reads the subject and body for keywords: billing terms go to the billing channel, appointment words go to front desk. You can refine the routing rules to match your team structure.
What about emails that might contain sensitive clinical content?
WebRun reads only the subject and the first part of the body to categorise. If it detects clinical language it flags the email for a clinician's attention and drafts nothing — a human takes it from there.
Related templates
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