Helpoben.care

Check how the patient assistant answers and hands off

Understand what the portal assistant answers by itself and when it sends a question to your care team.

Who can do this
Staff with the Manage products and tags capability, or a clinical provider
Where in Oben
/automations/assistants/patient
Needs
Assistant turned on for your clinic

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If your clinic has Assistant turned on, patients see an Ask button with the assistant's name on their portal pages. It answers from the patient's own record and from content your clinic published, and never writes its own medical advice.

Steps

  1. Open Automations → AI assistants → Assistants → Patient assistant.
  2. Read the Health check on the Overview tab. It says what the assistant still needs, including whether patients see your latest published answers.
  3. On the Test tab, type a question a patient might ask and select Ask. The test uses your saved answers, including drafts not yet published, and a sample patient with made-up records. You see the answer and where it came from, or the message a patient would get instead. Nothing is sent or recorded.
  4. If an answer is missing, add it in Assistants → What your assistants know under Questions and answers and have a clinical provider publish it. See Write and publish the patient assistant's answers.

What the assistant does

  • Answers questions about the patient's own orders, refills, deliveries, visits, billing and shot log from their record.
  • Answers from the questions and answers and the lessons your clinic published.
  • Can tell a patient their current dose from the plan their care team set, and quote a published lesson that states a dose.
  • If the owner turns on AI-assisted answers, also answers general questions (such as weight, protein or water) by quoting clinically reviewed lessons.
  • Sends questions about symptoms, changing or missing a dose, and anything urgent to your care team. When Care messaging is on, the patient sees "Sent to your care team" with an Open Care link, and your team replies in the patient's secure thread.
  • When Care messaging is off, it shows your clinic's contact details instead.

Good to know

  • The assistant always shows as an AI assistant, never as a person.
  • Patients can rate each answer with a thumbs up or down. Answers rated down are in Automations → AI assistants → Patient pulse → Thumbs down.
  • Change the name and greeting patients see on the Behavior tab under Name and greeting. A clinical provider publishes it with Publish to patients, and new conversations use it. The rule that medical questions go to your care team cannot be changed.
  • The assistant also needs the patient support agent turned on in Automations → AI assistants → Agents.