Frequently Asked Questions
Everything you need to know about using Abby
Setup & Installation
What do I need to use Abby?
You need a Cliniko account with SMS reminders enabled, and Google Chrome on your desktop computer. Abby works as a Chrome extension that reads your SMS replies directly from Cliniko.
How long does setup take?
Setup takes about 5 minutes. You'll need to generate a Cliniko API key and install the Chrome extension. Our step-by-step guide walks you through the entire process.
How do I generate the Cliniko API key?
In Cliniko, go to Settings > Integrations > API Keys. Click "Generate New Key" and copy the key. You'll paste this into Abby during setup to connect your accounts.
Why isn't Abby working right after setup?
Abby needs to sync with your Cliniko account and process incoming SMS replies. This typically takes 1-2 business days. You'll start seeing colours on your calendar once Abby has processed some replies.
What is the Clinic Pin?
The Clinic Pin is a unique identifier for your practice in Abby. It's used to link your Chrome extension to your Abby account. You'll receive this during setup.
How long until Abby starts working after setup?
Allow 1-2 business days after setup. Abby needs to sync with your Cliniko account and begin monitoring incoming SMS. Once activated, you'll start seeing colours appear on your calendar.
Do all my staff need separate Abby accounts?
No. One Abby subscription covers your entire practice. Each staff member just needs to install the Chrome extension and enter your Clinic Pin to see the colour-coded appointments.
Chrome Extension
How do I install the Chrome extension?
Visit the Chrome Web Store and search for "Abby for Cliniko" or use the direct link we provide after signup. Click "Add to Chrome" and the extension will install automatically.
Why do the colours disappear when I click an appointment?
When you click an appointment, Cliniko refreshes the page. Simply click the Abby icon in your Chrome toolbar again to reapply the colours. It takes less than a second.
Can I use Abby on multiple computers?
Yes! Install the Chrome extension on any computer where you access Cliniko. Use your Clinic Pin to connect each installation to your Abby account.
Does Abby work on other browsers?
Currently, Abby only works on Google Chrome. We're focused on providing the best experience on Chrome before expanding to other browsers.
AI & Accuracy
How accurate is Abby's interpretation?
Abby correctly interprets over 95% of patient replies. For ambiguous messages, Abby marks them for your attention rather than guessing wrong.
What happens when a patient sends a confusing reply?
If Abby detects conflicting intents (like "Yes but I need to change the time"), it marks the appointment for your attention with a red underline rather than guessing wrong. You'll see the original message in the appointment notes so you can follow up.
Does Abby use AI like ChatGPT?
Abby uses its own proprietary AI model, not third-party services like OpenAI or Google. Your patient data never leaves our secure Australian servers and isn't used to train external AI models.
Can Abby learn from corrections?
Abby's AI is continuously improved based on aggregated patterns, but individual corrections don't directly train the model. This ensures consistent performance across all practices.
Limitations
Does Abby work with any SMS platform?
Abby only works with Cliniko's built-in SMS appointment reminders. If you send SMS through a third-party platform or manually through Cliniko, Abby won't be able to read those replies.
Can I use Abby on my iPad or phone?
The Chrome extension only works on desktop Chrome. However, Abby posts every interpreted response to the appointment notes in Cliniko, which you can view on any device.
Is Abby available in the United States?
Not currently. US healthcare compliance requirements (including HIPAA) make it cost-prohibitive for us at this stage. We're focused on serving Australia, New Zealand, and the United Kingdom.
Does Abby send SMS messages?
No. Abby only reads and interprets incoming SMS replies. It never sends messages on your behalf. All outgoing SMS continues through Cliniko's existing system.
Privacy & Security
What patient data does Abby store?
Almost nothing. Abby stores appointment IDs temporarily (deleted after 48 hours) to track which appointments have been processed. The actual SMS content is deleted immediately after interpretation. We never store patient names, phone numbers, or health information.
Where is my data stored?
All data is stored on Amazon Web Services (AWS) servers in Sydney, Australia. Your data never leaves Australian servers.
Is Abby compliant with Australian privacy laws?
Yes. We're fully compliant with the Australian Privacy Act and follow best practices for healthcare data handling. We also comply with New Zealand and UK privacy requirements.
Can Abby access my entire Cliniko account?
No. Abby has read-only access to specific data: SMS replies in the communications log and appointment information needed to match replies to bookings. It cannot modify any data in Cliniko.
Billing & Pricing
Is there really no credit card required for the trial?
Correct. The 14-day trial is completely free with no payment details needed upfront. You'll only enter card details if you decide to continue after the trial.
Can I pay annually?
Yes. Annual billing saves roughly 12% compared to monthly. You can switch to annual billing at any time from your account settings.
What happens if I cancel?
You can cancel anytime from your account settings. Your subscription will remain active until the end of your current billing period, then Abby will stop processing new replies.
Do you offer refunds?
We offer a full refund within 30 days if you're not satisfied. Just contact our support team and we'll process your refund, no questions asked.