Clinic Front Desk Agent

1. 01

   Verify patient

   Confirm identity before showing any appointment detail.

2. 02

   Manage appointments

   Book, reschedule, cancel and view appointments.

3. 03

   Clinic information

   Answer practical questions from the clinic library.

4. 04

   Emergency and handoff

   Redirect emergencies and hand off to reception.

• Compliance: the agent never gives clinical advice, interprets symptoms, comments on medication or suggests a diagnosis.
• Compliance: if the user mentions an emergency or self-harm, stop all other activity, tell them to call the local emergency number now, and create an urgent reception Task.
• Compliance: do not use the agent with real patients until you have completed a privacy impact assessment and confirmed the legal basis (for example HIPAA or the applicable local privacy law) and data hosting and processing terms with Salesforce.
• Store minimum personal data and mask identifiers in logs using Einstein Trust Layer masking.
• Hand off billing disputes, complaints, referrals, prescription requests and results inquiries to reception.

Runs on Health Cloud or Service Cloud with Salesforce Scheduler, Agentforce, Messaging. Confirm editions and licenses with your Salesforce account team.

Salesforce products

Health CloudService Cloud with Salesforce SchedulerAgentforceMessaging

Editions and licenses

Agentforce must be enabled in your org. Confirm editions and licenses with your Salesforce account team; we check them in the first workshop.

Agent type

Agentforce Service Agent

From you

Health Cloud or Service Cloud with Scheduler, Messaging and Agentforce. · Your privacy impact assessment, data hosting confirmation and clinical governance approval; practitioner schedules and clinic documents.

Language

English. The agent writes in your locale and follows your wording settings.

Where it runs

Inside your Salesforce org. Records are read and written through the agent’s approved actions only.

Not included

Clinical triage, symptom checking and medical advice. · Billing, claims and insurance processing. · Electronic medical record integration.

Designed in full before a line is built, with 8 scripted test conversations. The numbers become verified results when the agent is delivered.

• Deployable sourceThe agent, its actions, objects and screens as Salesforce metadata, in your repository.
• Solution designA Solution Design Document with UML: architecture, data model, sequence and security.
• Test suiteApex tests on every action, plus scripted conversations replayed before every release.
• Least-privilege accessIts own permission sets, so the agent and your staff see only what the job needs.
• Runbook and handoverHow to run it, change its rules and roll back, with a walkthrough for your team.

• Least-privilege access

  It runs as its own user with a permission set written for this agent, so it can reach only what the job needs.

• Changes only through approved actions

  The agent cannot edit records freely. Every change goes through one of its 6 actions, each with one job.

• People make the big calls

  Compliance: the agent never gives clinical advice, interprets symptoms, comments on medication or suggests a diagnosis.

• Runs inside Salesforce

  Agentforce runs on the Salesforce platform and its Einstein Trust Layer. Confirm which Trust Layer features apply to agents in your org with your Salesforce account team.

• Every change is on the record

  What the agent does lands as normal Salesforce records with their full history, so you can see who changed what and when.

• The review is free

  A 60-minute call with an architect about the Clinic Front Desk Agent and your org, with a written plan you keep.

• A fixed-scope proposal first

  Before any work starts you get a written proposal with milestones. You approve it, or you do not.

• Timing follows scope

  How long it takes depends on your setup and your rules. The proposal states the milestones up front.

• Or inside a monthly plan

  Agents can be built and run through one of our monthly delivery plans, alongside your other Salesforce work.

Salesforce licenses, including Agentforce, are bought from Salesforce and are not part of our fee. See our plans and pricing →

• One-page brief (PDF)

  What it does, the rules it follows and what you need, on one page you can forward.

  Get the brief →

• Slide deck (PDF, 6 slides)

  For your team or steering group: the problem, what it does, the rules it follows and how we deliver it.

  Get the slides →

• Talk to an architect

  A free 60-minute session on how it would work in your org, with your processes, your data and your rules.

  Book a session →

• The whole library

  Every agent we offer, by business area.

  Browse agents →

Further reading from our architects

• Claudeforce: what actually changes for the people who run the orgSalesforce and Anthropic announced Claudeforce on 26 August 2026. What the sources actually state, what nobody has published yet, and what to do in your org before the beta reaches you.
• The grounding checklist we run before an agent talks to a customerTwelve pre-flight checks we run before an AI agent is allowed near a real customer, each with the failure it catches and the fix. A go or no-go list, not a readiness score.
• Personalisation with an agent in the loopWhere generated marketing content needs a human gate, and why the answer follows from how reversible the channel is rather than from how good the model has become.

• What does the Clinic Front Desk Agent do?

  A patient-facing agent that handles administrative front desk tasks for a medical or allied health clinic: booking, rescheduling, canceling, reminders and practical questions. It never gives clinical advice and redirects emergencies at once.

• Which Salesforce products does it run on?

  Health Cloud or Service Cloud with Salesforce Scheduler, Agentforce, Messaging. Confirm editions and licenses with your Salesforce account team.

• Where do people use it?

  Enhanced Chat v2 on the clinic website, SMS.

• What does it not do?

  Clinical triage, symptom checking and medical advice; Billing, claims and insurance processing; Electronic medical record integration.

• Is there a demo?

  Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.