Can the agent book with a specific practitioner?

Yes, if that practitioner has their own calendar in EasyPractice. The integration books into calendars, not with employees, so the agent asks for a location or practitioner based on the calendar names and only searches for available times in the calendar the caller picks.

What happens if someone else books the slot while the caller is on the phone?

The agent checks again that the time is free just before it creates the booking. If the slot has been taken, it creates nothing, and the agent looks for new available times instead.

Does the client get a confirmation by text or email?

The integration does not ask EasyPractice to send a text confirmation, so the agent confirms the day, time and place out loud. Check which automatic messages you have switched on in EasyPractice, and test whether they also go out for bookings the agent creates.

Can the agent tell callers what a treatment costs?

Yes, for services that are open for online booking. The agent gets their name, description, duration and price from EasyPractice. Prices and rules that are not in EasyPractice need to be in the script or in the agent's documents.

Can an AI answer your phone and book appointments in EasyPractice?

Yes. A voice agent connected to EasyPractice can find available times and book while the client is on the phone – and reschedule or cancel if you allow it. It books only what is open for online booking, and changes appointments only for a caller using the number on the client record.

29 Oct 20266 min read

Yes. A voice agent connected to EasyPractice can find available times and book a new appointment while the client is still on the phone – and, if you allow it, reschedule or cancel one too. It books straight into your EasyPractice calendar and sees the same services and available times that your online booking shows.

Two limits are worth knowing from the start. The agent can only book services and calendars you have made available for online booking. And it only reschedules or cancels an appointment for a caller using the phone number on the client record.

Below is how it works with Threll, which has a ready-made EasyPractice integration. Other vendors may have solved it differently.

What the agent can do in EasyPractice

Capability	What happens	Condition
Get available slots	Finds available times for a service on a given day – or the first day with openings within 14 days	The service is open for online booking
Create booking	Books the slot in a calendar that is free then and attaches it to the client record	The agent is instructed to read back the details and get a yes first
List my bookings	Reads out the caller's upcoming appointments, 60 days ahead	The number matches a client record
Reschedule my booking	Moves the appointment to a new time – the agent checks available times first	Same number as on the booking's client record
Cancel my booking	Cancels the appointment in EasyPractice	Same number as on the booking's client record

You choose which capabilities each agent may use. It can make sense to start with the first two and let a staff member handle reschedules and cancellations until you have listened to a couple of weeks of calls.

How a booking call goes

Example: a physical therapy clinic in Copenhagen with two locations and one calendar per location in EasyPractice.

Who	What is said	Meanwhile in EasyPractice
Agent	“North Physio, you're speaking to an AI assistant. How can I help?”	–
Client	“I'd like to book a first consultation.”	The agent already knows the clinic's services from online booking
Agent	“We have clinics in Nørrebro and Valby. Which suits you best?”	The service can be booked in two calendars
Client	“Valby. Monday, if possible.”	–
Agent	“On Monday I have 8:30, 10:00 or 3:15 in Valby.”	Gets available times in the Valby calendar
Client	“3:15.”	–
Agent	“What's your full name? And should I use the number you're calling from?”	–
Agent	“So that's a first consultation on Monday at 3:15 in Valby for Mette Kjærgaard. Is that right?”	–
Client	“Yes.”	Checks the time is still free, finds or creates the client and creates the booking
Agent	“You're booked. See you on Monday.”	The booking is in the Valby calendar

Three things to notice. The agent offers at most one time per part of the day – early morning, morning, afternoon and evening – so the caller does not have to remember a long list. It does not offer times less than two hours away. And it is instructed to read back every detail and get a yes before it books.

What the agent asks the caller for

The service. The agent knows the name, description, duration and price of the services open for online booking, so it can also answer “how much is a consultation?”.
Location or practitioner, if the service can be booked in more than one calendar – unless the caller says it doesn't matter.
Day and time. If the caller has no preference, the agent finds the first day with openings within 14 days.
Full name. Names are what a voice agent mishears most often, so tell it in the script to repeat the name back.
Phone number. By default the number the call comes from. If the number is blocked, the agent has to ask.
Email and a short note can be added but are not required.

The agent finds the client by phone number. If the number is already on a client record, the booking goes there; otherwise the agent creates a new client with name and number. An existing client calling from a different number therefore ends up as a duplicate record you will need to merge in EasyPractice.

Setup

Get EasyPractice ready. Check that the services and calendars the agent should book into are available for online booking. Give calendars names that say where or with whom, such as “Valby – Lise”. The integration books into a calendar, not with an employee, so the calendar name is what the agent says out loud.

Activate the API app in EasyPractice if it is not already on: under Apps, in the Advanced section. According to EasyPractice, the API app is free.

Connect in Threll. Under Tools, choose EasyPractice and “Install & configure”. You are sent to EasyPractice to log in and grant access – there is no API key to copy.

Choose capabilities per agent: Get available slots, Create booking, List my bookings, Reschedule my booking and Cancel my booking.

Write the rest in the script: what the agent says when no time fits, which questions it should not answer, and when to transfer the call.

Call it yourself. Book, move and cancel a test appointment, and check in EasyPractice that it sits in the right calendar with the right duration.

Limits – and when it hands over to a person

The agent cannot:

book add-ons or several services in one booking,

take payment,

see clinical records – the integration only reads services, calendars, employees, clients and bookings,

send a text confirmation – the integration does not ask EasyPractice to send one, so the agent confirms out loud,

reschedule or cancel for someone calling from a blocked number or from a number other than the one on the client record.

The rest is up to you. The agent can transfer the call to a staff member, and the script decides when: acute pain, questions about referrals and reimbursement, or when the caller asks for a person. See how to design the escalation and what an AI receptionist at a clinic should never answer.

Personal data when you are a clinic

An appointment with a physical therapist, psychologist or chiropractor can on its own say something about someone's health, and health data is a special category under GDPR Article 9. Threll's data processing agreement says the customer may only have the service process such data with a valid legal basis and after assessing the risk – including a data protection impact assessment (DPIA) where one is required.

In practice it comes down to three things:

What the agent reads. Services and calendar names, the client list (name and phone number) to recognize the caller – and, with “List my bookings”, the caller's upcoming appointments, including the note on each booking. If you write clinical remarks in booking notes, switch that capability off or move the remarks to the clinical record.

What the agent writes. Name, phone number and, optionally, email and a note. Tell it in the script not to write symptoms in the note.

What Threll keeps. Recordings, transcripts and phone numbers can have a retention period set per agent.

Where the call is actually processed depends on more than your vendor's address – the address is only one link in six. This is not legal advice; if you are unsure about your legal basis, ask your data protection officer or a lawyer.

Threll.ai connects voice agents to EasyPractice, so the phone can book while you treat – and you decide how much it is allowed to do.