Operating Guide
The front desk runs itself — your job is to act on what it surfaces. This guide is built for someone holding their phone between patients: read what needs you, act in one tap, and trust that the AI never guesses on the facts that matter.
Your home screen: “N things need you”
Your dashboard home has one job: surface what needs a human right now. It shows two things, newest first:
- New leads — visitors who showed buying intent or shared their contact details. These are the money. Each one is a card you can act on in a single tap.
- Escalated chats — conversations where a visitor asked to talk to a real person, so the AI flagged it for you.
The heading literally counts them: “3 things need you.” When there’s nothing pending, you get a plain all-clear — “You’re all caught up / Nothing needs you right now” — with no vanity numbers to wade through. If something isn’t actionable, it’s not on this screen.
Built for your phone
Every button is a full-size tap target. The whole dashboard is mobile-first so you can clear a lead from the chair side without opening a laptop.
The lead card — act in one tap
Each lead card shows you everything you need and nothing you don’t:
- Intent badge
- What the visitor wanted — “Wants to book”, “Asking price”, “Wants a callback”, “Needs help”, or “New lead”.
- Their message
- The visitor’s actual words that produced the lead — so you know why they want a callback before you dial.
- When it came in
- A relative timestamp (“just now”, “12m ago”) so you can prioritize the freshest.
- Contact details
- The real phone and/or email the visitor shared. Nothing here is fabricated — it’s exactly what they typed.
- One-tap actions
- Call, Text, and Email buttons that open your phone’s dialer, Messages app (pre-addressed), or email client. No copy-pasting numbers.
“Notified ✓” means we emailed your team
Each card shows whether the alert reached your escalation inbox. “Notified” (with a time) means the lead email was delivered. If it instead says “Alert didn’t send,” the email couldn’t be delivered — most often because no escalation email is set yet. The lead is still saved either way, so you never lose it; fix the inbox in Settings and future alerts will land.
Marking a lead handled or booked
When you’ve dealt with a lead, tap “Mark booked / handled.” It clears off the “needs you” view so your queue only ever shows what’s still open. Made a mistake, or the patient called back? Tap Reopen to bring it back to new. It’s one tap each way and updates instantly.
How the AI behaves (set your expectations honestly)
It helps to know exactly what the assistant will and won’t do, so you can trust it with your patients:
- It answers only from your indexed site. Everything it tells a visitor comes from your own pages — not the open internet, not its imagination.
- It cites its sources. Answers carry citation links back to the real page on your website where the fact lives. (Empty, broken, or placeholder links are stripped — visitors only ever see genuine sources.)
- When it doesn’t know, it says so. If a visitor asks for a price, hours, insurance, or a clinical detail that isn’t written on your site, the assistant will not guess. It replies that it’ll have the office confirm — and captures the visitor’s name and number so you can follow up with the exact answer.
- It hands off to a human on request. If a visitor asks to “talk to a real person,” the chat is flagged as escalated and appears in your “needs you” queue.
Why “I’ll have the office confirm” is a feature
A wrong price or a fabricated “yes, we take that insurance” costs you trust and time. Linkiz is built to never confidently invent those facts — it would rather turn the gap into a callback. So when you see a “Wants a callback” lead with a question attached, that’s the system protecting you, not failing.
Settings you’ll touch
Everything you can configure lives in Dashboard → Settings:
- Escalation email
- Where new leads are emailed. Edit it inline and save — the address takes effect immediately for the next lead.
- Embed snippet
- Your install code and publishable widget key, ready to copy onto your site. Also lists the domains authorized to run your widget.
- Business profile
- Your business name and website, plus your account’s tenant ID for support.
Branding
The widget carries your real business name (learned from your site) so it reads as your front desk, not a generic bot. Accent-color and branding controls are part of the product surface; ask your Linkiz contact if you want to adjust the widget’s look.