Extended FAQ's
Introduction
These FAQs are provided for general guidance and informational purposes only. They do not replace, amend, or override our Terms & Conditions or Privacy Policy. In the event of any inconsistency, our Terms & Conditions and Privacy Policy shall prevail and govern your use of the service.
Introduction
These FAQs are provided for general guidance and informational purposes only. They do not replace, amend, or override our Terms & Conditions or Privacy Policy. In the event of any inconsistency, our Terms & Conditions and Privacy Policy shall prevail and govern your use of the service.
Introduction
These FAQs are provided for general guidance and informational purposes only. They do not replace, amend, or override our Terms & Conditions or Privacy Policy. In the event of any inconsistency, our Terms & Conditions and Privacy Policy shall prevail and govern your use of the service.
🔒 Safety & Compliance
Does Heron give medical advice?
Heron is not designed to provide medical advice and should not be treated as a medical professional. Its primary function is to handle operational and administrative tasks such as appointment scheduling, general practice inquiries, appointment reminders, and routine information collection.
Heron operates using third-party large language models (LLMs) and, while we have implemented safeguards and restrictions to limit responses to operational matters only, we cannot guarantee that AI-generated responses will never resemble medical advice. This limitation is inherent to current AI technology.
Is Heron NZ Privacy Act compliant?
Yes. Heron is designed to comply with the Privacy Act 2020 of New Zealand
For complete details about our data handling practices, retention periods, and your rights under the Privacy Act 2020, please see our Privacy Policies.
Is Heron Australian Privacy Act compliant?
Yes. Heron is designed to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
For complete details about our data handling practices, retention periods, and your rights under Australian privacy law, please see our Privacy Policy.
Where is patient data stored?
All patient data is encrypted end-to-end and stored securely on enterprise-grade cloud infrastructure with industry-leading security certifications. Data is primarily stored in Google Cloud facilities in the United States and New Zealand. We comply with applicable New Zealand and Australian privacy laws, implementing comprehensive security measures including encryption at rest and in transit, strict access controls, and regular security audits. Any cross-border data transfers are conducted with appropriate safeguards as required by privacy legislation.
For complete details about our data security, storage locations, and transfer practices, please see our Privacy Policy.
How does Heron handle any emergency inquiries?
Heron is not designed to manage emergencies. It has safeguards in place designed to react if a patient mentions an emergency or uses related language (e.g., “chest pain,” “urgent”). In these instances, Heron's intended response is to immediately urge the patient to call 111 or contact the clinic directly.
However, as Heron operates using third-party large language models (LLMs), we cannot offer an absolute guarantee that all responses will be handled as intended. This is an inherent limitation of the underlying AI technology.
What safety measures does Heron have in place for patients?
Heron’s language model is restricted to operational tasks only - it is not designed to offer clinical advice. In addition, we can work with clinics to filter sensitive keywords or distress signals. If triggered, Heron intended response is to gracefully exit the conversation and suggest contacting the clinic or a professional directly. Human override and access logs also support responsible use.
Remember that Heron operates using third-party large language models (LLMs) and we cannot offer an absolute guarantee that all responses will be handled as intended. This is an inherent limitation of the underlying AI technology.Can you set Heron up to have opt in for patients?
Yes. Heron can be configured so that patients explicitly opt in to using the AI assistant — either via the IVR system or voice prompt. This ensures transparency and gives patients control over how they interact with the system.
🔒 Safety & Compliance
Does Heron give medical advice?
Heron is not designed to provide medical advice and should not be treated as a medical professional. Its primary function is to handle operational and administrative tasks such as appointment scheduling, general practice inquiries, appointment reminders, and routine information collection.
Heron operates using third-party large language models (LLMs) and, while we have implemented safeguards and restrictions to limit responses to operational matters only, we cannot guarantee that AI-generated responses will never resemble medical advice. This limitation is inherent to current AI technology.
Is Heron NZ Privacy Act compliant?
Yes. Heron is designed to comply with the Privacy Act 2020 of New Zealand
For complete details about our data handling practices, retention periods, and your rights under the Privacy Act 2020, please see our Privacy Policies.
Is Heron Australian Privacy Act compliant?
Yes. Heron is designed to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
For complete details about our data handling practices, retention periods, and your rights under Australian privacy law, please see our Privacy Policy.
Where is patient data stored?
All patient data is encrypted end-to-end and stored securely on enterprise-grade cloud infrastructure with industry-leading security certifications. Data is primarily stored in Google Cloud facilities in the United States and New Zealand. We comply with applicable New Zealand and Australian privacy laws, implementing comprehensive security measures including encryption at rest and in transit, strict access controls, and regular security audits. Any cross-border data transfers are conducted with appropriate safeguards as required by privacy legislation.
For complete details about our data security, storage locations, and transfer practices, please see our Privacy Policy.
How does Heron handle any emergency inquiries?
Heron is not designed to manage emergencies. It has safeguards in place designed to react if a patient mentions an emergency or uses related language (e.g., “chest pain,” “urgent”). In these instances, Heron's intended response is to immediately urge the patient to call 111 or contact the clinic directly.
However, as Heron operates using third-party large language models (LLMs), we cannot offer an absolute guarantee that all responses will be handled as intended. This is an inherent limitation of the underlying AI technology.
What safety measures does Heron have in place for patients?
Heron’s language model is restricted to operational tasks only - it is not designed to offer clinical advice. In addition, we can work with clinics to filter sensitive keywords or distress signals. If triggered, Heron intended response is to gracefully exit the conversation and suggest contacting the clinic or a professional directly. Human override and access logs also support responsible use.
Remember that Heron operates using third-party large language models (LLMs) and we cannot offer an absolute guarantee that all responses will be handled as intended. This is an inherent limitation of the underlying AI technology.Can you set Heron up to have opt in for patients?
Yes. Heron can be configured so that patients explicitly opt in to using the AI assistant — either via the IVR system or voice prompt. This ensures transparency and gives patients control over how they interact with the system.
🔒 Safety & Compliance
Does Heron give medical advice?
Heron is not designed to provide medical advice and should not be treated as a medical professional. Its primary function is to handle operational and administrative tasks such as appointment scheduling, general practice inquiries, appointment reminders, and routine information collection.
Heron operates using third-party large language models (LLMs) and, while we have implemented safeguards and restrictions to limit responses to operational matters only, we cannot guarantee that AI-generated responses will never resemble medical advice. This limitation is inherent to current AI technology.
Is Heron NZ Privacy Act compliant?
Yes. Heron is designed to comply with the Privacy Act 2020 of New Zealand
For complete details about our data handling practices, retention periods, and your rights under the Privacy Act 2020, please see our Privacy Policies.
Is Heron Australian Privacy Act compliant?
Yes. Heron is designed to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
For complete details about our data handling practices, retention periods, and your rights under Australian privacy law, please see our Privacy Policy.
Where is patient data stored?
All patient data is encrypted end-to-end and stored securely on enterprise-grade cloud infrastructure with industry-leading security certifications. Data is primarily stored in Google Cloud facilities in the United States and New Zealand. We comply with applicable New Zealand and Australian privacy laws, implementing comprehensive security measures including encryption at rest and in transit, strict access controls, and regular security audits. Any cross-border data transfers are conducted with appropriate safeguards as required by privacy legislation.
For complete details about our data security, storage locations, and transfer practices, please see our Privacy Policy.
How does Heron handle any emergency inquiries?
Heron is not designed to manage emergencies. It has safeguards in place designed to react if a patient mentions an emergency or uses related language (e.g., “chest pain,” “urgent”). In these instances, Heron's intended response is to immediately urge the patient to call 111 or contact the clinic directly.
However, as Heron operates using third-party large language models (LLMs), we cannot offer an absolute guarantee that all responses will be handled as intended. This is an inherent limitation of the underlying AI technology.
What safety measures does Heron have in place for patients?
Heron’s language model is restricted to operational tasks only - it is not designed to offer clinical advice. In addition, we can work with clinics to filter sensitive keywords or distress signals. If triggered, Heron intended response is to gracefully exit the conversation and suggest contacting the clinic or a professional directly. Human override and access logs also support responsible use.
Remember that Heron operates using third-party large language models (LLMs) and we cannot offer an absolute guarantee that all responses will be handled as intended. This is an inherent limitation of the underlying AI technology.Can you set Heron up to have opt in for patients?
Yes. Heron can be configured so that patients explicitly opt in to using the AI assistant — either via the IVR system or voice prompt. This ensures transparency and gives patients control over how they interact with the system.
🛠️ Functionality
What admin tasks can Heron handle?
Heron handles appointment requests, cancellations, opening hours, location info, basic FAQs, and reminders. It’s designed to take pressure off your front desk, not replace it.
Can Heron integrate with my Practice Management System (PMS)?
Heron can integrate with major PMS platforms or operate standalone with manual sync support but also adds significant value without PMS enablement. We’re actively building out API connections.
How does Heron handle inquiries?
Heron seamlessly handles inbound inquiries about your practice across channels. It can reply via email, WhatsApp, SMS and phone call.
What happens if I exceed my plan’s usage limits?
If you go beyond the monthly or annual allowances in your Essential, Plus, or Premier plan, you incur overage fees for each additional call, WhatsApp AI chat, email AI handling, or SMS. Below are the overage rates for each plan:
Essential
• $2.00 per call
• $2.00 per WhatsApp AI chat
• $2.00 per email AI handling
• $0.15 per SMS
Plus
• $1.50 per call
• $1.50 per WhatsApp AI chat
• $1.50 per email AI handling
• $0.10 per SMS
Premier
• $1.00 per call
• $1.00 per WhatsApp AI chat
• $1.00 per email AI handling
• $0.05 per SMS
These fees appear on your next invoice once you exceed your plan’s included usage. Monitoring your usage regularly and considering a plan upgrade if you consistently reach the limit can help you avoid additional charges.
How do I connect Heron to my existing phones?
Whether you have a local on-premise phone system (PBX) or a cloud hosted solution you can easily connect via industry standard SIP trunk connections. This is built in our setup process.
Can it handle after-hours inquiries?
Yes, Heron works 24/7 across all of the channels you select for patient comms. It can also transfer emergency calls to another number or national emergency if needed.
🛠️ Functionality
What admin tasks can Heron handle?
Heron handles appointment requests, cancellations, opening hours, location info, basic FAQs, and reminders. It’s designed to take pressure off your front desk, not replace it.
Can Heron integrate with my Practice Management System (PMS)?
Heron can integrate with major PMS platforms or operate standalone with manual sync support but also adds significant value without PMS enablement. We’re actively building out API connections.
How does Heron handle inquiries?
Heron seamlessly handles inbound inquiries about your practice across channels. It can reply via email, WhatsApp, SMS and phone call.
What happens if I exceed my plan’s usage limits?
If you go beyond the monthly or annual allowances in your Essential, Plus, or Premier plan, you incur overage fees for each additional call, WhatsApp AI chat, email AI handling, or SMS. Below are the overage rates for each plan:
Essential
• $2.00 per call
• $2.00 per WhatsApp AI chat
• $2.00 per email AI handling
• $0.15 per SMS
Plus
• $1.50 per call
• $1.50 per WhatsApp AI chat
• $1.50 per email AI handling
• $0.10 per SMS
Premier
• $1.00 per call
• $1.00 per WhatsApp AI chat
• $1.00 per email AI handling
• $0.05 per SMS
These fees appear on your next invoice once you exceed your plan’s included usage. Monitoring your usage regularly and considering a plan upgrade if you consistently reach the limit can help you avoid additional charges.
How do I connect Heron to my existing phones?
Whether you have a local on-premise phone system (PBX) or a cloud hosted solution you can easily connect via industry standard SIP trunk connections. This is built in our setup process.
Can it handle after-hours inquiries?
Yes, Heron works 24/7 across all of the channels you select for patient comms. It can also transfer emergency calls to another number or national emergency if needed.
🛠️ Functionality
What admin tasks can Heron handle?
Heron handles appointment requests, cancellations, opening hours, location info, basic FAQs, and reminders. It’s designed to take pressure off your front desk, not replace it.
Can Heron integrate with my Practice Management System (PMS)?
Heron can integrate with major PMS platforms or operate standalone with manual sync support but also adds significant value without PMS enablement. We’re actively building out API connections.
How does Heron handle inquiries?
Heron seamlessly handles inbound inquiries about your practice across channels. It can reply via email, WhatsApp, SMS and phone call.
What happens if I exceed my plan’s usage limits?
If you go beyond the monthly or annual allowances in your Essential, Plus, or Premier plan, you incur overage fees for each additional call, WhatsApp AI chat, email AI handling, or SMS. Below are the overage rates for each plan:
Essential
• $2.00 per call
• $2.00 per WhatsApp AI chat
• $2.00 per email AI handling
• $0.15 per SMS
Plus
• $1.50 per call
• $1.50 per WhatsApp AI chat
• $1.50 per email AI handling
• $0.10 per SMS
Premier
• $1.00 per call
• $1.00 per WhatsApp AI chat
• $1.00 per email AI handling
• $0.05 per SMS
These fees appear on your next invoice once you exceed your plan’s included usage. Monitoring your usage regularly and considering a plan upgrade if you consistently reach the limit can help you avoid additional charges.
How do I connect Heron to my existing phones?
Whether you have a local on-premise phone system (PBX) or a cloud hosted solution you can easily connect via industry standard SIP trunk connections. This is built in our setup process.
Can it handle after-hours inquiries?
Yes, Heron works 24/7 across all of the channels you select for patient comms. It can also transfer emergency calls to another number or national emergency if needed.
🧑⚕️ Patient Experience
Do patients know they’re speaking with an AI?
Yes. Heron can clearly introduce itself as a digital assistant if required by the clinic. On Heron you also have the freedom to setup a custom welcome message that meets your business requirements.
Can I customize how Heron sounds?
Yes, Heron sounds just like a human when speaking over the phone or via written text. But you can also customize Heron’s voice and personality in your own Settings to match your practice.
How does Heron know about my practice?
Heron scans your practice website to understand more about your services. We can also customize it further with customizable prompts, extra documents and personalized rules.
Can Heron Escalate calls?
Heron supports a number of call transferring and call escalation behaviours to meet your business needs. Verbal, contextual, and DTMF (Dial pad) triggers can all be configured to make sure your human team is focusing on your customers that need more help and special attention.
Can you set Heron up to have opt in for patients?
Yes. Heron can be configured so that patients explicitly opt in to using the AI assistant — either via the IVR system or voice prompt. This ensures transparency and gives patients control over how they interact with the system.
Can Heron transfer a call to a human agent?
Yes. Heron is designed to transfer calls to your team through various methods to suit your business needs. We can configure triggers based on what a customer says (verbal), the context of the conversation, or the keys they press on their dial pad (DTMF). This ensures that your team can focus their attention on customers who require more specialised assistance.
Please be aware that Heron operates using third-party large language models (LLMs). Whilst the system is intended to escalate calls based on these triggers, we cannot guarantee that every interaction will perform exactly as intended. This is an inherent limitation of current AI technology.
🧑⚕️ Patient Experience
Do patients know they’re speaking with an AI?
Yes. Heron can clearly introduce itself as a digital assistant if required by the clinic. On Heron you also have the freedom to setup a custom welcome message that meets your business requirements.
Can I customize how Heron sounds?
Yes, Heron sounds just like a human when speaking over the phone or via written text. But you can also customize Heron’s voice and personality in your own Settings to match your practice.
How does Heron know about my practice?
Heron scans your practice website to understand more about your services. We can also customize it further with customizable prompts, extra documents and personalized rules.
Can Heron Escalate calls?
Heron supports a number of call transferring and call escalation behaviours to meet your business needs. Verbal, contextual, and DTMF (Dial pad) triggers can all be configured to make sure your human team is focusing on your customers that need more help and special attention.
Can you set Heron up to have opt in for patients?
Yes. Heron can be configured so that patients explicitly opt in to using the AI assistant — either via the IVR system or voice prompt. This ensures transparency and gives patients control over how they interact with the system.
Can Heron transfer a call to a human agent?
Yes. Heron is designed to transfer calls to your team through various methods to suit your business needs. We can configure triggers based on what a customer says (verbal), the context of the conversation, or the keys they press on their dial pad (DTMF). This ensures that your team can focus their attention on customers who require more specialised assistance.
Please be aware that Heron operates using third-party large language models (LLMs). Whilst the system is intended to escalate calls based on these triggers, we cannot guarantee that every interaction will perform exactly as intended. This is an inherent limitation of current AI technology.
🧑⚕️ Patient Experience
Do patients know they’re speaking with an AI?
Yes. Heron can clearly introduce itself as a digital assistant if required by the clinic. On Heron you also have the freedom to setup a custom welcome message that meets your business requirements.
Can I customize how Heron sounds?
Yes, Heron sounds just like a human when speaking over the phone or via written text. But you can also customize Heron’s voice and personality in your own Settings to match your practice.
How does Heron know about my practice?
Heron scans your practice website to understand more about your services. We can also customize it further with customizable prompts, extra documents and personalized rules.
Can Heron Escalate calls?
Heron supports a number of call transferring and call escalation behaviours to meet your business needs. Verbal, contextual, and DTMF (Dial pad) triggers can all be configured to make sure your human team is focusing on your customers that need more help and special attention.
Can you set Heron up to have opt in for patients?
Yes. Heron can be configured so that patients explicitly opt in to using the AI assistant — either via the IVR system or voice prompt. This ensures transparency and gives patients control over how they interact with the system.
Can Heron transfer a call to a human agent?
Yes. Heron is designed to transfer calls to your team through various methods to suit your business needs. We can configure triggers based on what a customer says (verbal), the context of the conversation, or the keys they press on their dial pad (DTMF). This ensures that your team can focus their attention on customers who require more specialised assistance.
Please be aware that Heron operates using third-party large language models (LLMs). Whilst the system is intended to escalate calls based on these triggers, we cannot guarantee that every interaction will perform exactly as intended. This is an inherent limitation of current AI technology.
🚀 Getting Started
How long does setup take?
Most clinics go live within 1–2 weeks. It depends on how quickly the onboarding checklist is completed and training is scheduled.
What does training involve?
We run a live 30–45 min workshop with your team covering use cases, escalation paths, and how to get the most value from Heron.
Can we test Heron internally before going live?
Yes. We provide a sandbox or preview environment where you can test Heron in your own workflow before switching it on for patients.
If you have any questions or concerns about Heron, please contact us at hello@heyheron.ai
🚀 Getting Started
How long does setup take?
Most clinics go live within 1–2 weeks. It depends on how quickly the onboarding checklist is completed and training is scheduled.
What does training involve?
We run a live 30–45 min workshop with your team covering use cases, escalation paths, and how to get the most value from Heron.
Can we test Heron internally before going live?
Yes. We provide a sandbox or preview environment where you can test Heron in your own workflow before switching it on for patients.
If you have any questions or concerns about Heron, please contact us at hello@heyheron.ai
🚀 Getting Started
How long does setup take?
Most clinics go live within 1–2 weeks. It depends on how quickly the onboarding checklist is completed and training is scheduled.
What does training involve?
We run a live 30–45 min workshop with your team covering use cases, escalation paths, and how to get the most value from Heron.
Can we test Heron internally before going live?
Yes. We provide a sandbox or preview environment where you can test Heron in your own workflow before switching it on for patients.
If you have any questions or concerns about Heron, please contact us at hello@heyheron.ai