Frequently Asked Questions

You can be live in 48 hours. The technical setup takes about 30 minutes of your time. The main wait is PMS partnership approval (2-4 weeks for Leading Australian PMS/Major ANZ PMS Platforms, faster for New Zealand PMS Systems). We handle all the technical configurationyou don't need an IT team.

Yes, Alfa AI works with any phone system. You simply forward calls to Alfa AI's phone number (call forwarding or IVR routing). No hardware changes, no new phones, no disruption. You control when Alfa AI takes callsturn on/off instantly from your dashboard.

We integrate with Australia and New Zealand's top three PMS systems:

• Leading Australian PMS (Major market coverage)
• Major ANZ PMS Platforms (Significant market share)
• New Zealand PMS Systems (Dominant NZ presence)

Don't see yours? We're continuously adding integrations. Request an integration.

Alfa AI seamlessly transfers to your reception staff. If Alfa AI encounters a question it can't handle (complex billing, new patient registration, or patient frustration), it immediately says "Let me connect you with our reception team" and transfers the call with full context. Your staff sees the patient's name, reason for calling, and what was already discussedno repeating themselves.

Simple, transparent tiered pricing:

• Starter: $399/month - Perfect for 1-4 GP practices, unlimited calls
• Professional: $699/month - For 5-10 GP practices, unlimited calls
• Enterprise: Custom pricing - Multi-site practices, 10+ GPs, unlimited calls

All plans include: 24/7 availability, SMS confirmations, analytics, call recordings, support

Compare to: Additional receptionist costs $3,200+/month fully loaded (salary + super + leave + training).

No setup fees. No long-term contracts. Cancel anytime.

Yes14 days completely free. No credit card required. Full access to all features. If you love it (most practices do), billing starts automatically after day 14. If not, no chargesever. We also offer month-to-month billing with no long-term contracts.

You just pay for the extra calls at $1.50 each. There's no penalty or tiered pricing jumps. Alfa AI scales automaticallywhether you get 50 calls or 500 in a month, it handles them all. You see real-time usage in your dashboard, so there are never surprises on your bill.

Yes, we offer volume discounts for multi-site practices. If you operate 3+ clinic locations or handle 1,000+ calls per month, contact us for custom enterprise pricing. We'll work with you to create a package that makes sense for your group.

Absolutely. Patient data security is our top priority.

• Australian-hosted: All data stored exclusively on AWS Sydney servers
• Privacy Act compliant: Privacy Act 1988 (AU) & Privacy Act 2020 (NZ)
• Encrypted: AES-256 encryption at rest, TLS 1.3 in transit
• ISO 27001: Certification in progress
• Your data never leaves Australia or New Zealand

View our full security credentials

No. Alfa AI only accesses administrative information.

What Alfa AI CAN access:

• Patient demographics (name, DOB, phone) for identity verification
• Practitioner schedules and availability
• Appointment booking slots

What Alfa AI CANNOT access:

• Clinical records, visit notes, diagnoses
• Test results or pathology reports
• Medication history or prescriptions
• Billing or payment information

Alfa AI is designed for administrative tasks onlynever clinical decisions.

Yes, calls are recorded for quality and compliance purposes. At the start of every call, Alfa AI states: "This call may be recorded for quality assurance and healthcare coordination purposes."

Consent: By continuing the call, the patient provides implied consent. Patients can opt out at any time by requesting to speak with a humanthe call is immediately transferred without recording.

Retention: Recordings are stored for 7 years in accordance with Australian and New Zealand medical records standards.

Most patients don't notice. Alfa AI uses the most natural-sounding voice technology available, understands Australian and New Zealand accents perfectly, and handles conversations just like a human receptionist would. We disclose that calls are being handled by AI (transparency is important), but patients consistently rate the experience as professional and helpful.

Emergency detection is our #1 priority. Alfa AI continuously monitors for emergency keywords (chest pain, difficulty breathing, severe bleeding, stroke symptoms, etc.). When detected:

Immediate action (<10 seconds):

• States: "This sounds like a medical emergency"
• Directs patient to call 000 (AU) or 111 (NZ) if life-threatening
• Transfers to clinical staff for less urgent same-day assessment
• Logs the call with full recording for clinical review

Alfa AI never provides medical advice or delays escalation. Every emergency call is logged and reported daily for your team's review.

Yes, 24/7/365. Alfa AI never sleeps. Patients can book appointments, get answers to common questions, and receive emergency escalation guidance even at 2am on a Sunday. Practices using Alfa AI see an average 35% increase in captured after-hours bookingsappointments you'd otherwise miss completely.

Alfa AI scales instantly to meet demand. Whether you get 5 calls or 500 simultaneously, every call is answered in under 1 second. No busy signals, no overwhelmed reception staff, no missed appointments. You don't pay extra during busy periodsjust the standard per-call rate.

Absolutely. You control:

• Greeting and practice-specific phrases
• Clinic hours, location, parking instructions
• Bulk billing policies and fee information
• Common FAQs specific to your practice
• Practitioner names, specialties, and pronunciations
• Emergency escalation contacts and protocols

Configuration takes about 30 minutes during setup. You can update anytime through your dashboardchanges take effect immediately.

Yes, automatically. Within 10 seconds of booking an appointment, patients receive:

• SMS confirmation with appointment details, practitioner name, date/time, and clinic address
• Email with calendar file (.ics) they can add to their personal calendar

Confirmations are sent whether the appointment was booked during business hours or at 11pm on a Saturday. Completely automatic.

Cancel anytime, no penalties, no questions asked. We offer month-to-month billing with no long-term contracts. If Alfa AI isn't working for your practice, you can cancel from your dashboard. We'll be sad to see you go, but we won't charge you another cent. Your call recordings and data are available for 30 days post-cancellation for download.

Yes, absolutely. Many practices start by using Alfa AI only for after-hours coverage (6pm-8am, weekends, public holidays), then expand to daytime overflow once they see the results. You control exactly when Alfa AI answers calls through your dashboardset schedules down to the hour if you want.