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Single Office

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One Org -> One Bot

This is the most common setup for single practices. With one bot serving your entire organization, you can leverage workflows or workflow steps to customize behavior for different scenarios:
  • Time-based responses: Configure different workflows for during-hours vs after-hours calls
  • Situational handling: Create specific workflows for emergencies, routine appointments, billing inquiries, etc.
  • Service types: Route different types of appointments (cleanings, consultations, procedures) with tailored messaging
Workflows allow you to maintain a single bot while providing sophisticated, context-aware responses that adapt to your practice’s needs throughout the day and across different scenarios.

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One Org -> Multiple Bots

Use multiple bots when you need complete separation between different functions or campaigns. This setup is ideal for: Campaign-specific bots: Create dedicated bots with specialized training for specific marketing campaigns, maintaining separate conversation histories and analytics while customizing messaging, tone, and available services for each campaign’s target audience. Department separation: Use separate bots for different practice areas like orthodontics vs general dentistry, pediatric vs adult services, or cosmetic vs medical procedures, each with specialized knowledge, appropriate communication styles, and distinct service offerings. Geographic locations: When managing multiple offices under one organization, deploy location-specific bots that handle local availability, staff information, phone numbers, and region-specific promotions or offerings. Each bot maintains its own training, conversation history, and analytics, providing complete isolation when needed.

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Multi-Location Practice Groups

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Distributed Approach

When to use: Each location has its own independent phone number and the parent organization can handle call routing via their phone system without requiring a central line. Note: If each individual location has their own phone number, this is usually the best approach.
This is the most simple setup for a multi-location practice group. Each location has its own independent phone number and the parent organization can handle call routing via their phone system without requiring a central line. Setup steps:
  1. Create a new bot (or bots) for each location
  2. Attach a phone number to each bot
  3. In the organization’s phone system, forward calls to the bot’s phone number.

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Centralized Approach

When to use: The parent organization has a central line that needs to be able to call actions, share information, etc. for all of its child locations. Transferring to a child location bot will not work with how the organization has set up their system.
When an organziation has a central number, you will need to set up a bot that has contextual awareness of all of the child organizations, and the ability to take actions on behalf of those child organizations. This results in one bot. Setup steps:
  1. Create a new “Central” bot (or bots) for the parent organization.
  2. Add organization details to the parent organization bot.
  3. Enable organizations within the relevant actions that you might want to call (searching appointment times, creating patients, scheduling, etc.)
  4. Attach a phone number to the central bot.
  5. In the organization’s phone system, forward calls to the bot’s phone number.

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Hybrid Approach

When to use: The parent organization has a central number, and the child locations also have their own numbers and operate independently.
Sometimes, organizations may have both of the above approaches. This is usually the case when the parent organization has a central number, and the child locations also have their own numbers and operate independently. In this case you will set up both the distributed and centralized approaches. First, complete the bots for each individual location. Then, create a “Central” bot for the parent organization. In hybrid approaches, the setup may not follow exact steps, and may be flexible depending on the organization’s needs. Below are some following setups that you may consider:
  • Instead of having the central bot take actions on behalf of the child organizations, you can have the central bot transfer the call to the child organization’s bot.
  • The parent organization’s bot may be more tailored towards questions about the parent org, not the children. For example, how to find a location, job inquiries at the parent org, investment/purchasing opportunities for the parent, etc.

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Bot Delegation Approach

When to use: Each office needs its own specific bot with full customization and independence, but the parent organization also needs a central routing system.

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Overview

The delegation approach solves the challenge where individual offices need their own fully customized bots, but the parent organization also needs centralized call routing. Instead of a single bot knowing about multiple locations, the parent bot acts as a “quarterback” that delegates conversations to the appropriate child bot. Each child bot is then customized to the location.

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How It Works

  • Parent bot acts as a router/quarterback with knowledge about each child bot’s office details. Normally, this parent bot would only be set up with the knowledge needed to transfer to the appropriate child bot.
  • Child bots are fully independent, office-specific bots with their own customization and training.
  • Phone number routing: Each bot (parent and child) can have its own phone number for direct access. A phone number to the child bot would be used for direct access to the office, and could be used by the office for missed calls, after-hours call handling, etc. A phone number to the parent bot would be used for centralized routing by the parent org, and might play backup to something like a call-center.

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Parent Bot Knowledge

The parent bot knows key information about each child bot’s office to make routing decisions:
  • Office name: The specific name/brand of each location
  • Location details: Address and instructions for finding the office
  • Staff information: Who works at each location
  • Office hours: When each location is open/closed
  • Capabilities summary: What services or specialties each office provides
This allows the parent to intelligently route callers based on location preference, service needs, or availability.

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Phone Number Routing

Each bot can have its own dedicated phone number:
  • Parent bot number: Calls go to the “router” agent that determines which child bot should handle the conversation
  • Child bot number: Calls go directly to that specific office’s bot, as if calling that office directly
This dual approach gives maximum flexibility - offices can operate independently while still being accessible through centralized routing.

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Use Case

A multi-location practice group where:
  1. Each office has its own specific bot and can forward calls directly to it
  2. Parent organization has a central number that routes callers to the correct office’s bot
  3. Full independence: Each office gets complete customization and decoupling
  4. Centralized routing: Parent organization can still provide unified access point

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Setup Steps

  1. Create individual bots for each office with full customization
  2. Create a parent “quarterback” bot for the organization.
  3. Use the /bots/{id}/children API endpoint to attach office bots to the parent
  4. Add FAQs, Workflows, etc to the parent bot to provide training on how to route calls, or how to respond to high level questions about the parent organization.
  5. Configure phone numbers: offices can use their bots directly, parent routes to appropriate child bot
Detailed implementation guide and best practices coming soon.