hexylMake hearing appointments easy to arrange without requiring a call
Respect text-first contact preferences, distinguish appointment types and plan accessible confirmations and team handovers.
In this guide
Record how the customer wants to communicate
Ask whether the person prefers text, a call or another supported route, then carry that preference into reminders, retries and handovers. Do not require a voice callback to finish a journey advertised as accessible by text.
- Prepare distinct types for initial appointments, review visits and device-related enquiries.
- Record location, duration, practitioner and any agreed communication needs.
- Agree how a companion may help without automatically gaining access to private records.
Keep the booking clear in writing
Explain the appointment type using the practice’s approved wording and offer actual availability. Save the booking, then provide the date, time, address and practical arrival information in the customer’s chosen channel.
For clinical questions or an uncertain service type, pass the enquiry to staff through the same preferred route where supported. If the team is closed, give the agreed response expectation instead of silently switching to a call.
Test a text-only journey
Complete an enquiry, appointment change and cancellation using text from beginning to end. Review whether any step, including identity checks and support, assumes the customer can take a phone call.
- Trigger a failed WhatsApp delivery and use the agreed alternative.
- Try a device-service question that should not book an initial assessment.
- Check that a companion can arrange an appointment only within the authorised scope.
Measure completion by contact preference
Track completed journeys, abandoned steps, delivery failures and staff handovers by chosen channel. Review attended appointments and manual corrections. Compare with the previous process, while keeping administrative convenience separate from clinical or hearing outcomes.
Start with the scope you need
Begin with the chosen contact channels and one diary connection. Offer an agreed alternative for customers who do not use WhatsApp; Portal can be added for continuing self-service.
- Hexyl Connect — Calls, messages & web chat
- Hexyl Book — Bookings & appointment reminders
Optional additions
- Hexyl Portal — Customer portal & smart sign-in
- Hexyl Flow — Software connections & automation
Your proposal confirms inclusions, product tiers, supported actions and setup costs. Related products are not automatically added to a package.
Plan my audiology packageContinue with a related guide
Agree how a caller chooses WhatsApp, how the conversation is matched and what happens when the message cannot be delivered.
Hexyl Book · recall planningBuild an appointment recall process your team can controlUse a clear due-for-return list, agreed contact rules and saved-booking checks to help existing customers arrange their next visit.
Hexyl Portal · customer self-serviceGive customers a useful portal alongside your existing softwareChoose the information and actions customers need, agree smart sign-in and test what each person can see and change.