How to connect medical vs cosmetic visit routing help to …

The website widget embeds a Chatref agent on your practice site. That agent pulls answers from your knowledge base, where you store everything a patient needs to know about medical visits (scheduling, insurance, forms, what to bring) and cosmetic visits (pricing, consultation prep, aftercare instructions). When a visitor asks a question, the agent reads across both sets of content and responds with the information that matches the intent, without you building a separate menu or router.

1. Collect your practice content. Write down or gather existing pages, PDFs, or FAQs that cover:

   • Medical visit details: insurance accepted, new patient forms, referral requirements, visit types (skin checks, mole removals, biopsies), and scheduling rules.
   • Cosmetic visit details: price range for Botox, fillers, lasers, consultation booking, pre-care steps (avoid retinoids, sun exposure), and follow-up expectations. Keep the two domains visibly separate in your source material so the agent can distinguish them.

2. Upload to your Chatref knowledge base. Sign in at app.chatref.ai, go to the Knowledge tab, and add your files (PDFs, Word docs), paste URLs for service pages, or submit your sitemap. Chatref ingests this content and indexes it in minutes.

3. Shape the agent’s routing behavior. In the Agent tab, open the Instructions field and add guidance like:

   “When a patient asks about a cosmetic procedure, reply with pricing, consultation steps, and preparation instructions. When a patient asks about a medical concern, reply with insurance information, what to bring, and how to schedule. If the intent is unclear, ask whether they are inquiring about a medical or cosmetic service before providing an answer.”

   This instruction helps the agent route cleanly, even when a query is ambiguous.

4. Embed the widget. Copy the snippet from the Widget section and paste it before the closing </body> tag on every page of your practice website. The widget appears in the bottom corner and uses the agent you just configured.

5. Test with both visit types. Type sample messages into the playground or the live widget: “I need a skin cancer screening” versus “I want to know the cost of lip filler.” Confirm that the agent returns distinct, correct answers. If it mixes the two, refine your knowledge base or agent instructions.

For a deeper look at tailoring the experience to a dermatology practice, see Dermatology Practices.

A patient visiting your site sees the chat bubble and clicks it. They type a natural question—“Do you take my insurance for a mole check?” or “How much is a hydrafacial?”. The widget replies instantly with a full answer drawn from your uploaded content:

• A medical query gets a note about accepted plans, form links, and how to book an appointment.
• A cosmetic query gets pricing ranges, a description of the consultation, and pre-treatment rules.

If the bot can’t be sure, it asks a follow-up, such as “Are you inquiring about a cosmetic procedure or a medical concern?”. The patient clarifies, and the correct routing happens on the next turn. No matter the time of day, the answer arrives immediately, so your front-desk phone calls lighten.

Agent mixes medical and cosmetic answers. The most common cause is that your uploaded content blends the two without clear headings. Split your source material so your “Medical Visits” section and “Cosmetic Procedures” section appear under unmistakable titles. Re-upload the revised files and re-test.

Agent asks for clarification too often. If the instructions are overly cautious, they may default to a clarifying question even for obvious queries. Tighten the Agent > Instructions to say: “Only ask for clarification when the care type is ambiguous (e.g., a question that could apply to both). Otherwise, reply with the most relevant service information.”

Widget doesn’t appear on the site. Confirm the snippet is placed before </body> and that your domain is allowlisted in the Widget settings. Use your browser’s developer console to check for errors.

Agent answers with generic information instead of practice specifics. Make sure your knowledge base includes detailed, practice‑specific text, not just broad definitions. For instance, instead of “we offer Botox,” write “Botox treatment: $12 per unit, free consultation, avoid blood thinners for 7 days before.” The agent needs concrete details to route correctly.

What causes medical vs cosmetic visit routing problems for Dermatology Practices?

Routing breaks when the practice’s AI training content mixes medical and cosmetic information together, lacks clear cues to differentiate the two, or omits the decision logic the agent needs. Ambiguous queries, short generic answers, and missing instruction about when to ask clarifying questions all lead to confusion. Tightening the knowledge base structure and agent instructions typically resolves the issue.

How do I improve medical vs cosmetic visit routing for Dermatology Practices?

Separate your uploaded content with distinct sections for medical and cosmetic services, and enrich each with specific details (insurance plans, pricing, preparation). In the agent instructions, explicitly tell the bot when to answer directly and when to ask for clarification. Test with a battery of sample patient questions and refine until the answers land consistently in the correct category. Re-uploading improved source material is the quickest path to better routing.