Day to day
Templates and placeholders
Edit what your agents say and send, and personalise it for every patient.
Everything your agents say on calls and write in messages comes from templates. Voxlera ships with a default for every agent and language; when you edit one, your version replaces the default for your clinic.
Finding templates
Agents → Templates lists templates by agent, showing whether the agent is active, and which channels and languages each template covers. Open one to edit it.
Editing a template
The editor has:
- Language tabs — one version per language, so Turkish and English patients each hear natural wording.
- The message body, with placeholders shown as chips.
- Placeholders — drag a chip into the body or click it to insert it at the cursor.
- Live preview — see the text filled in with example data, using different scenarios.
- Per-treatment versions — for some agents, a different version for a specific treatment type.
Voice templates for the appointment reminder and consultation agents are split into named sections — the greeting, the reminder, confirmation, rescheduling, what to say if no slots are free and so on. Each section is edited on its own, and the agent uses the right one at the right moment in the conversation.
When you’re happy, try the result in the Playground before real patients hear it (Open in Playground in the editor).
Note
The notice that the call is automated and recorded is built into every call script. It can’t be edited or removed — the law requires it.
If you want to go back to Voxlera’s wording, delete your override: the default template takes its place.
Placeholders
Placeholders are written in double curly braces and filled in for each patient when the message is sent or the call is made.
| Placeholder | Filled in with |
|---|---|
{{patientName}} | The patient’s full name |
{{patientFirstName}} | The patient’s first name |
{{patientLastName}} | The patient’s last name |
{{clinicName}} | Your clinic’s name |
{{clinicPhone}} | Your clinic’s phone number |
{{appointmentDate}} | The appointment date, in the patient’s language (e.g. “12 Mayıs”, “12 May”) |
{{appointmentTime}} | The appointment time, in your time zone (e.g. “13:30”, “1:30 PM”) |
{{doctorName}} | The doctor’s name |
{{treatmentType}} | The treatment performed or coming up |
{{nextSessionDate}} | The date of the next session of a recurring treatment |
You can change how dates are written under Agents → Configuration → General → Date format.
Custom placeholders
Add your own placeholders for information that isn’t in your PMS — your address, parking instructions, a seasonal offer. Once created, they appear alongside the built-in ones in the editor.
When a placeholder can’t be filled
If a template uses a placeholder that has no value for a patient — for example no doctor is assigned — Voxlera doesn’t send the message or make the call. It shows as failed with the reason, so you can fix the data. Patients never receive a message with a gap in it. The editor warns you about unresolved placeholders while you type.
Audio cues
Call templates can include audio cues such as warmly, calmly or pauses. They change how the agent says the words that follow. Cues add a little delay to replies (about a second), so use them where tone matters most. They only work in call templates; they’re removed from text messages.
WhatsApp templates
WhatsApp only lets businesses start a conversation with a message template that WhatsApp has approved. Under Templates → WhatsApp you’ll find the templates approved for your WhatsApp Business account, and you choose which Voxlera message each one is used for.