Refill Callback Bot Template

The conversation, step by step

These are the messages and questions in the template as it comes. Words in brackets are filled in from your business details or from the visitor's earlier answers. A visitor sees only the steps that match the buttons they choose, and you can change any wording, add steps or remove them in the flow builder.

1. I can take a callback request about a refill at [Practice Name]. Our office will call you to go over the details. Please do not type medication names or other health details in this chat. If this is an emergency, call 911.
2. Are you an existing patient?
   • Yes
   • No
3. Refills are handled for existing patients. Please call [Office Phone] to schedule a visit with [Doctor Name] first.
4. What is your name? The visitor types a reply.
5. When is a good time for us to call you back?
   • Morning
   • Afternoon
   • Any time
6. The visitor is saved as a lead, tagged:
   • callback_request
7. Thanks, [visitor's first name]. What is the best phone number to reach you? The visitor types a phone number.
8. Thank you, [visitor's first name]. Our office will call you back about your refill. Best time to call: [visitor's callback time] You can also send a refill request through the patient portal: [Patient Portal URL] Or call us: [Office Phone] Some medications need an office visit before they can be refilled. Our team will let you know when they call.

What you get with each lead

Every lead this template collects appears in your Alma leads inbox with the answers the visitor gave and these tags, so you can sort and follow up: callback_request. Alma emails you when a new lead arrives. On the Growth plan and up you can also send leads to other software through Zapier, and the Agency plan adds webhooks.

Questions your flow does not cover

A template answers the paths it was built for. To answer other questions in the visitor's own words, add AI answering for $25 a month: it replies from business information you provide as text, which the Alma team loads into your bot. The article on how a knowledge base chatbot works explains what to write.

For more on using a chatbot in this kind of business, see our page on chatbots for healthcare practices.

More healthcare & medical templates

• Medical Practice Welcome BotDirect patients to appointments, office info, or the patient portal, and send refill and health questions to the office by phone.
• Appointment Scheduling BotTake appointment requests with the visit type, a preferred time, and the patient's name and contact details.
• New Patient Request BotTake a first-visit request: visit type, preferred time, whether insurance will be used, name and contact details. Registration forms stay with the practice.
• Office Hours & Location BotShare practice hours, location, providers, and contact information.
• Insurance & Billing BotAnswer billing questions, accepted insurance, and payment options.
• Care Options BotRoute patients to the right type of visit with buttons, show the emergency line, and take a visit request.