4. Reservation Chatbot

Audience: Directors, clinic admins

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Purpose

Use an AI-powered chatbot to automatically respond to patients' reservation inquiries, take reservations, and provide clinic information.

4.1 Chatbot Overview

Key Features

• 24/7 automated responses: takes inquiries even outside business hours
• Automatic reservation intake: collects patient details and preferred times
• Automatic FAQ answers: responds instantly to frequently asked questions
• Clinic information: shares office hours, location, and specialties
• Multilingual support: Korean, English, and more (configurable)

Supported Channels

• Web chat: embedded on your clinic's website
• Mobile: mobile web supported
• KakaoTalk: KakaoTalk channel integration (additional setup required)
• Naver TalkTalk: Naver reservation integration (additional setup required)

4.2 Creating and Configuring a Chatbot

Creating a Chatbot

1. Open the chatbot management page

   • From the organization dashboard, click the "Chatbot" or "Reservation Chatbot" tab

2. Create a new chatbot

   • Click the "Add chatbot" button

3. Enter basic details

   • Chatbot name: an internal management name (e.g., "OO Dental Reservation Bot")
   • Welcome message: the greeting shown when a conversation starts

     Example: "Hello! This is OO Dental Clinic. How can we help you?"
     

   • Channel selection: Web (default), Mobile, KakaoTalk, etc.
   • Status: Active / Inactive / Maintenance

4. Configure the AI model

   • Choose an LLM model:
     • Gemini 1.5 Flash (default, recommended): fast and inexpensive
     • Claude Sonnet: high quality
     • GPT-4: OpenAI model
   • Enter the API key: register the API key for the model you chose
     • Get a Gemini API key from Google AI Studio
     • Keys are encrypted and stored securely

5. Write the system prompt

   • Defines the AI's role and how it should respond
   • Example:

     You are a friendly reservation assistant for OO Dental Clinic.
     
     Main responsibilities:
     - Take patients' reservation inquiries
     - Provide clinic hours, location, and parking information
     - Answer frequently asked questions
     
     Response principles:
     - Always use polite language
     - Provide accurate information only
     - When uncertain, offer to connect the patient with a staff member
     

6. Save

   • Click the "Save" button to create the chatbot

4.3 Registering Clinic Information

Enter your clinic's information so the chatbot can give accurate answers.

Entering Clinic Information

1. Open the clinic info settings

   • In the chatbot list, click the "Clinic Info" or "Settings" button

2. Enter basic details

   • Clinic name: the official name
   • Phone number: the main phone number (e.g., 02-1234-5678)
   • Address: the full address

     Example: 2F, 123 Teheran-ro, Gangnam-gu, Seoul
     

3. Enter care details

   • Specialties: dentistry, orthopedics, internal medicine, etc.
   • Office hours:

     Weekdays: 09:00 - 18:00
     Saturday: 09:00 - 13:00
     Sunday/public holidays: Closed
     Lunch break: 13:00 - 14:00
     

   • Services offered: general care, implants, orthodontics, etc.

4. Enter directions

   • Transit: subway and bus information
   • Parking: parking lot location and how to use it
   • Map link: a Naver Map or KakaoMap link
   • HTML map: you can paste embedded map code

5. Save

   • Click the "Save" button

4.4 Registering FAQs

Register frequently asked questions and answers in advance so patients get instant responses.

Adding an FAQ

1. Open FAQ management

   • In the chatbot settings, click the "FAQ Management" tab

2. Add a new FAQ

   • Click the "Add FAQ" button

3. Enter the question and answer

   • Question: a question patients ask often

     Example: "What are your office hours?"
     

   • Answer: a clear, friendly answer

     Example: "We're open 9 AM to 6 PM on weekdays and 9 AM to 1 PM on Saturdays. We're closed on Sundays and public holidays."
     

4. Register keywords

   • Search keywords: the words the AI uses to find this FAQ

     Example: ["office hours", "opening hours", "what time", "when", "hours"]
     

   • Registering a variety of phrasings improves accuracy

5. Save

   • Click the "Save" button

Sample FAQs

Question	Answer	Keywords
Is parking available?	Parking is available on basement level 1 of the building, free for 2 hours.	parking, parking lot, car
Is insurance accepted?	National health insurance covers general care. Cosmetic procedures are not covered.	insurance, health insurance, coverage
How do I cancel a reservation?	To cancel, please call us (02-1234-5678) or tell the chatbot.	cancel, cancel reservation, change
I'm a first-time patient — what should I bring?	Please bring your ID and health insurance card.	first visit, what to bring, bring

4.5 Taking and Managing Reservations

The Reservation Flow via Chatbot

1. The patient chats with the chatbot

   • Types a message like "I'd like to make a reservation"

2. The chatbot collects details

   • Name: "May I have your name?"
   • Contact: "What phone number can we reach you at?"
   • Preferred date: "When would you like to visit?"
   • Preferred time: "What time works for you?"
   • Reason for visit: "What kind of care are you looking for?" (optional)

3. The reservation is created automatically

   • A reservation is created automatically from the collected details
   • Status: "Pending"

Viewing the Reservation List

1. Open the reservation management page

   • From the organization dashboard, click the "Reservations" or "Reservation Management" tab

2. Browse the reservation list

   • By date: today, this week, this month, all
   • By status: pending, confirmed, completed, canceled
   • By channel: web, mobile, KakaoTalk, etc.

3. Reservation details

   • Patient name and contact
   • Reservation date and time
   • Reason for visit (patient note)
   • Intake channel (chatbot, phone, web, etc.)
   • Consultation notes (for staff)

Managing Reservation Status

1. Confirming a reservation

   • Select a pending reservation
   • Click the "Confirm" button
   • Optionally send a confirmation notification to the patient

2. Canceling a reservation

   • Select the reservation to cancel
   • Click the "Cancel" button
   • Enter a cancellation reason (optional)

3. Marking a reservation complete

   • Change reservations whose visit has finished to the "Completed" status

4. Adding notes

   • Write staff-facing notes in the Consultation notes field
   • Example: "New patient, wants an implant consultation", "Returning patient"

4.6 Embedding the Chatbot on Your Website

Getting the Embed Code

1. Generate the embed code

   • In the chatbot list, click the "Embed" or "Install" button

2. Copy the code

   • Copy the JavaScript code shown
   • Example:

     <script src="https://app.stepnote.works/chatbot-embed.js"></script>
     <script>
       ChatbotWidget.init({
         chatbotId: 'your-chatbot-id',
         position: 'bottom-right',
         primaryColor: '#0084ff'
       });
     </script>
     

3. Paste it into your website

   • Paste the code right before the </body> tag on your clinic's website
   • Or hand the code to your webmaster

4. Verify

   • The chatbot icon appears at the bottom right of your website
   • Clicking it opens the chat window

4.7 Checking Chatbot Usage and Costs

Viewing Usage Statistics

1. Open the usage page

   • In chatbot management, click the "Usage Statistics" or "Analytics" tab

2. Choose a period

   • Today / this week / this month / all

3. Displayed information

   • Request count: total number of conversations
   • Input tokens: the amount of text the AI read
   • Output tokens: the amount of text the AI generated
   • Total tokens: input + output
   • Estimated cost: calculated from each model's pricing

4. Per-chatbot analysis

   • If you run multiple chatbots, check each one's usage
   • Use it to choose the most cost-effective model

Cost-Saving Tips

1. Make full use of FAQs

   • Questions answerable by FAQ get an instant response with no AI call
   • Reduces token usage

2. Choose models efficiently

   • Gemini 1.5 Flash: sufficient and inexpensive for typical reservation handling
   • Claude/GPT-4: use only when complex consultations are needed

3. Optimize the system prompt

   • Write concise, clear instructions
   • Remove unnecessarily long explanations

4.8 Cautions and Best Practices

Cautions

1. Protect personal information

   • Do not collect sensitive medical information in chatbot conversations
   • Keep personal data beyond name and phone number to a minimum

2. No medical consultations

   • The chatbot is for taking reservations and sharing general information
   • It must not diagnose, prescribe, or give medical advice
   • State this explicitly in the system prompt

3. Provide accurate information

   • Keep clinic information and FAQs up to date at all times
   • Update immediately when anything changes

Best Practices

1. Update FAQs regularly

   • Analyze real patient inquiries
   • Add new frequently asked questions

2. A reservation review routine

   • Check pending reservations every morning
   • Reconfirm same-day reservations by phone

3. Monitor conversation quality

   • Review chatbot conversations periodically
   • Adjust the system prompt when you spot inappropriate responses

4. Provide a path to a human

   • Guide complex inquiries to a staff member
   • Provide a phone number or email address

4.9 Visual Refresh Notes (Updated 2026-05)

The chatbot management/settings, prompt template, and AI Gateway screens have been updated across the board to use StepNote design system tokens. How you use them and the shortcuts are unchanged.

• Consistent status colors: unified as active = green (success), inactive = gray (muted), cost and default-model highlights = blue (primary), warning areas = orange (warning), deactivate/delete actions = red (destructive).
• Dark mode support: cards, tables, modals, and inputs now all follow HSL semantic tokens, so colors keep the same meaning in both light and dark mode.
• Focus/hover: button and link hover states and input focus rings are unified to the system tones (primary/ring), improving readability during keyboard navigation.
• Modal backdrop: the outer overlay was changed to bg-foreground/50 to maintain content contrast in both light and dark mode.