hexylKeep eye examinations, contact-lens reviews and collections distinct
Route routine optical enquiries to the right service, practitioner and location, with separate recall and collection messages.
In this guide
Map the appointment catalogue
An eye examination, contact-lens review and glasses collection may use different staff, equipment and appointment lengths. Give each a clear customer-facing name and a matching diary type. Let the optical team decide any service eligibility or recall interval.
- Prepare location, practitioner, duration and resource requirements.
- Separate due-for-return records from orders ready for collection.
- Record contact preferences and whether someone is arranging appointments for relatives.
Ask enough to route the enquiry
Establish whether the person wants an examination, review, collection or help from the practice. Ask staff to resolve uncertainty about the correct service. Questions about symptoms must follow the practice’s clinical route.
Check the selected service’s availability and save the appointment before confirming. Send a collection message only after the order system or team confirms the item is ready. A future examination booking should not trigger a collection reminder.
Test similar records and unavailable resources
Try two family members on the same contact number with different appointment types. Check that confirmations identify the right person and visit, while private information remains separate.
- Make the required resource unavailable despite a free practitioner slot.
- Change a collection date without changing a clinical appointment.
- Ask for a service with uncertain eligibility and verify the staff handover.
Review correct bookings and fewer repeat calls
Track bookings that use the correct diary type, attended visits, collection enquiries and manual corrections. Compare recall outcomes separately from order notifications. Measure whether staff spend less time correcting misrouted appointments, using the practice’s actual volumes and costs.
Start with the scope you need
Start with one practice and its appointment catalogue. The practice supplies eligibility and recall rules; optional connections can then add confirmed order or collection status.
- Hexyl Book — Bookings & appointment reminders
- Hexyl Connect — Calls, messages & web chat
Optional additions
- Hexyl Flow — Software connections & automation
- Hexyl Portal — Customer portal & smart sign-in
Your proposal confirms inclusions, product tiers, supported actions and setup costs. Related products are not automatically added to a package.
Plan my opticians packageContinue with a related guide
Use a clear due-for-return list, agreed contact rules and saved-booking checks to help existing customers arrange their next visit.
Hexyl Book · family appointmentsBook several family members in one conversationPlan separate appointments for each person, handle partial availability and keep booking permissions separate from access to private information.
Hexyl Connect · channel handoverContinue a phone enquiry on WhatsApp without starting againAgree how a caller chooses WhatsApp, how the conversation is matched and what happens when the message cannot be delivered.