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?
No. Heron is not considered a medical staff member. It will handle general inquiries, appointment reminders, information collection, and other operational tasks. But it will always flag the conversation to a staff member when needed.
However, Heron operates using third-party large language models (LLMs), and while safeguards are in place, we cannot guarantee that these models will not occasionally generate content that may resemble medical advice.
Is Heron NZ Privacy Act compliant?
Yes. Heron is designed to operate within the privacy and security frameworks of the NZ Privacy Act 2020. Data is encrypted, access is logged, and no PHI is used to train the AI.
Where is patient data stored?
All calls and data is handled using end-to-end encrypted media, and transcriptions are stored securely in a HIPAA, GDPR, and SOC 2–compliant cloud environment, ensuring industry-leading data protection and privacy.
How does Heron handle any emergency inquiries?
Heron is not designed to manage emergencies. Clear guardrails are in place to ensure that if a patient mentions an emergency or uses related language (e.g. “chest pain,” “urgent,” or “emergency”), Heron will immediately urge them to call 111 or contact the clinic directly. This helps ensure that no critical situations are mishandled.
What safety measures does Heron have in place for patients?
Heron’s language model is restricted to operational tasks only — it does not offer clinical advice. In addition, we can work with the clinics to filter sensitive keywords or distress signals. If triggered, Heron will gracefully exit the conversation and suggest contacting the clinic or a professional directly. Human override and access logs also support responsible use.
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?
No. Heron is not considered a medical staff member. It will handle general inquiries, appointment reminders, information collection, and other operational tasks. But it will always flag the conversation to a staff member when needed.
However, Heron operates using third-party large language models (LLMs), and while safeguards are in place, we cannot guarantee that these models will not occasionally generate content that may resemble medical advice.
Is Heron NZ Privacy Act compliant?
Yes. Heron is designed to operate within the privacy and security frameworks of the NZ Privacy Act 2020. Data is encrypted, access is logged, and no PHI is used to train the AI.
Where is patient data stored?
All calls and data is handled using end-to-end encrypted media, and transcriptions are stored securely in a HIPAA, GDPR, and SOC 2–compliant cloud environment, ensuring industry-leading data protection and privacy.
How does Heron handle any emergency inquiries?
Heron is not designed to manage emergencies. Clear guardrails are in place to ensure that if a patient mentions an emergency or uses related language (e.g. “chest pain,” “urgent,” or “emergency”), Heron will immediately urge them to call 111 or contact the clinic directly. This helps ensure that no critical situations are mishandled.
What safety measures does Heron have in place for patients?
Heron’s language model is restricted to operational tasks only — it does not offer clinical advice. In addition, we can work with the clinics to filter sensitive keywords or distress signals. If triggered, Heron will gracefully exit the conversation and suggest contacting the clinic or a professional directly. Human override and access logs also support responsible use.
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?
No. Heron is not considered a medical staff member. It will handle general inquiries, appointment reminders, information collection, and other operational tasks. But it will always flag the conversation to a staff member when needed.
However, Heron operates using third-party large language models (LLMs), and while safeguards are in place, we cannot guarantee that these models will not occasionally generate content that may resemble medical advice.
Is Heron NZ Privacy Act compliant?
Yes. Heron is designed to operate within the privacy and security frameworks of the NZ Privacy Act 2020. Data is encrypted, access is logged, and no PHI is used to train the AI.
Where is patient data stored?
All calls and data is handled using end-to-end encrypted media, and transcriptions are stored securely in a HIPAA, GDPR, and SOC 2–compliant cloud environment, ensuring industry-leading data protection and privacy.
How does Heron handle any emergency inquiries?
Heron is not designed to manage emergencies. Clear guardrails are in place to ensure that if a patient mentions an emergency or uses related language (e.g. “chest pain,” “urgent,” or “emergency”), Heron will immediately urge them to call 111 or contact the clinic directly. This helps ensure that no critical situations are mishandled.
What safety measures does Heron have in place for patients?
Heron’s language model is restricted to operational tasks only — it does not offer clinical advice. In addition, we can work with the clinics to filter sensitive keywords or distress signals. If triggered, Heron will gracefully exit the conversation and suggest contacting the clinic or a professional directly. Human override and access logs also support responsible use.
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.
🧑⚕️ 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.
🧑⚕️ 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.
🚀 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