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Outbound: the agent calls

First sessions confirmed, forms in before the hour

First sessions are the ones people skip. A warm call two days ahead confirms the time, gets the form in and answers the quiet question: what actually happens in there?

When it starts

A first session or intake is two days away, or the intake form isn't back.

What the agent does

Calls to confirm, resends the form, explains what to expect, moves the time if needed.

What your team gets

A confirmed first session with the form in, or an open slot freed early.

How it works

  1. Picks up the new clients

    Every first session in the next two days, and anyone whose intake or consent form is still blank.

  2. Calls, then texts

    A short call at the time you choose. If there's no answer, a text with the time and the form link, and nothing about why they're coming.

  3. Explains the hour

    Where to park or how the video link works, how long it runs, that the first session is mostly getting to know each other, and how payment works.

  4. Gets the form done

    Resends the link and stays on while they open it, if they like. The therapist sees it's back.

  5. Moves it if needed

    Can't make it? Two other times with the same therapist, so the hard part of starting isn't lost.

  6. Tells the therapist

    Confirmed, moved or unsure. A client who sounded hesitant is noted, so the therapist can reach out first.

Example call

  1. AI agentHi Marie, it's Emma from Harbourview Counselling, just a quick call about Thursday. Is this an okay time?
  2. CustomerYes. I'm a bit nervous, to be honest.
  3. AI agentThat's really normal before a first session. It's 50 minutes with Gabriel, mostly him getting to know you. Nobody expects you to have it all figured out.
  4. CustomerOkay. Where do I park?
  5. AI agentThere's free parking behind the building off Wyse Road, and the door's on the left. I also see the intake form isn't in yet. Want me to text the link again?
  6. CustomerPlease. I lost the first one.
  7. AI agentSent. You're all set for Thursday at 4. Gabriel's looking forward to meeting you.

After the call: The first session shows confirmed, the form link went out again and came back that evening, and Gabriel has a note that Marie said she was nervous.

What your team gets

  • First sessions confirmed two days ahead
  • Intake and consent forms chased before the session, not in the waiting room
  • Moved first sessions kept with the same therapist
  • A note on any client who sounded unsure
  • First-session show rate, month over month
Set up with you: The team sets up a connection to your Owl Practice, Jane or Practice Better calendars and intake forms, and sets with you when the call goes out, what it says about parking and video, and who hears about a hesitant client.

Questions

Why call instead of a reminder email?

A first session is the one most often missed, and a kind voice answering "what will happen?" settles nerves an email can't. Clients who prefer text get a text instead.

Does it say what the session is about?

No. It talks about the time, the place, the form and the therapist's name, never the reason the client reached out.

What if they want to cancel?

It offers two other times with the same therapist. If they'd rather stop for now, it frees the slot and tells the practice, without pressing.

Hear it on your phone

Request a demo call and the agent phones you, set up for counselling and therapy like yours.

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