Questions &
straight answers

Aeva is an AI phone receptionist built for healthcare and allied health clinics. It answers every call 24/7, books, reschedules and cancels appointments directly in your practice management system (Cliniko or Splose), recognises returning patients, answers your clinic's common questions, takes messages and transfers urgent calls to your team. Aeva is trusted by 2,100+ practitioners and has answered over 210,000 patient calls.

Aeva has native, real-time integrations with Cliniko and Splose — reading live availability and writing bookings, reschedules and cancellations straight into your diary. PracSuite and many more are coming soon. Aeva is listed on Cliniko's official Connected Apps directory.

The response from patients is overwhelmingly positive — even among older patients, who are often the most pleasantly surprised by how natural and easy the conversation feels. Patients love being able to call anytime without waiting on hold, and by their second call, it just feels like calling the clinic. For patients who do need to speak with someone on your team, Aeva can either transfer the call directly or take a detailed message.

Aeva won't guess — it'll let the patient know and take a message for your team. Any question Aeva couldn't answer automatically appears as a suggested FAQ in your dashboard: you fill in the answer once, and Aeva handles that question confidently from then on. Over time your AI receptionist gets sharper and more tailored to your clinic without extra effort.

Effortlessly — this is built in, not custom work. Aeva books the specific appointment type and finds availability gaps based on that type's exact duration, so clinics with many different appointment lengths need no special configuration. For genuinely complex needs, Aeva's custom scripting goes as deep as your clinic requires.

Yes — up to five actions in one call. A single conversation can mix bookings, cancellations and reschedules, for new patients, existing patients, or several family members linked to the same phone number. Booking a series of follow-up appointments in one call works the same way.

Absolutely. Each practitioner can have their own bookable appointment types, durations, availability and rules — Aeva enforces them on every call, and different practitioners can have completely different setups.

Yes. Aeva handles standard one-on-one appointments and group or class bookings, booked directly into your practice management system.

In detail. Aeva can offer the soonest available slots first, and you can configure it to suggest alternative practitioners or service types when a caller's preference isn't available — so callers leave with a booking, not a 'sorry, nothing suits'.

Aeva automatically sends them an SMS with your clinic's online booking link, prompting them to finish booking online. The same rescue message goes to patients who cancel — so near-miss bookings still convert.

Two ways: smart cancellation conversion — when appropriate, Aeva guides callers toward rescheduling instead of cancelling — and cancellation-policy enforcement, where callers cancelling within your set window are informed of your clinic's policy.

All of it. Every greeting, phrase, policy and call flow can be tailored — and Aeva includes a custom-built AI that generates and updates your scripting flows automatically from your disciplines, appointment types, locations and practitioners.

Instantly. Every clinic gets a web dashboard where you can customise and update anything — scripts, FAQs, rules, hours — at any time, with changes taking effect immediately.

Yes — every call. Recordings, full transcripts, summaries and the actions taken are all available in your dashboard, so performance is completely transparent.

Yes — unlimited test calls. Call your AI receptionist's number as many times as you like during setup until it sounds exactly how you want, guided by an intuitive onboarding flow with interactive tutorials.

Yes. Custom pronunciations let you easily fine-tune how Aeva says specific words — clinic names, practitioner names, treatments — and custom keywords teach it uncommon terms that most AI systems would struggle to understand.

Aeva can transfer to any phone number — reception desk, mobile, or anywhere else. You can also set transfer windows: live transfers only during hours you choose, with detailed message-taking outside them.

Automatically. If a patient calls to say they're running late, Aeva adds a note to that appointment and emails the specific practitioner. Every call produces a summary, and messages arrive with suggested follow-up actions.

Nothing changes for your callers. Aeva doesn't run on your clinic's internet, phone system or hardware — your clinic number simply forwards to a dedicated, cloud-hosted phone number (built on Twilio's global carrier network), and Aeva answers in the cloud. Your clinic's internet connection, Wi-Fi and computers can be completely offline and Aeva keeps answering and booking as normal.

Call forwarding happens at the carrier level, so Aeva keeps working through problems with your on-site phone hardware or phone system. In the rare case your carrier itself can't connect inbound calls, no receptionist — human or AI — could receive them either; the moment your carrier recovers, calls flow to Aeva again with no action needed from you. Aeva's own cloud telephony runs on Twilio, the same infrastructure used by banks, airlines and hospitals worldwide.

Aeva never goes silent. If your practice management system's API is briefly unavailable, Aeva keeps answering calls and falls back to what a great receptionist would do — taking a clear, detailed message or transferring the caller to your team per your rules — so no call is ever lost. Bookings resume automatically the moment the connection is restored.

Around fifty simultaneous calls — far beyond what any front desk could answer. During Monday-morning rushes, school-holiday peaks or marketing campaigns, every caller still gets answered instantly: no busy signals, no hold queues, no voicemail.

No. You keep your existing number and provider — going live is a single call-forward from your clinic number to your dedicated Aeva number, which takes about five minutes and works with any phone provider. Changing phone systems later doesn't affect Aeva either: you just point the forward from the new system.

Yes — because Aeva works via simple call forwarding, you decide exactly when it answers. Many clinics run Aeva as overflow (answering only what the front desk can't get to), after-hours only, or full-time. It coexists happily with human receptionists and any other phone services you use.

All call recordings and transcripts are stored on servers located in Australia. Aeva complies with the Australian Privacy Act (APPs), New Zealand's Privacy Act and Health Information Privacy Code, and the UK & EU GDPR. Data is encrypted and audit trails are maintained — see our Trust Centre at trust.aevaai.com for details.

Yes. Aeva is built for healthcare from the ground up and complies with the Australian Privacy Principles (APP), New Zealand's Privacy Act and Health Information Privacy Code, and the UK & EU GDPR. Patient data is encrypted, access is audited, and recordings and transcripts are stored in Australia.

Aeva stores only what's necessary to provide the service — it works directly with your practice management system, which remains the system of record for your clinic. If you cancel, all of your clinic's data is deleted within 60 days. There's no data hostage situation and no migration project: your patient records live in your PMS the whole time.

It's the opposite — it's how modern software is built safely. Aeva runs on enterprise-grade infrastructure: Twilio for telephony and the world's leading speech and language platforms, accessed under Aeva's own dedicated keys and agreements, with healthcare-grade privacy controls on top. Building on infrastructure that's already proven at billions of calls per year means our engineering effort goes into what actually matters for clinics — booking accuracy, patient experience and reliability — which is why Aeva ships more clinic features, faster, than anyone else.

No contracts, ever. Aeva is month-to-month: you can cancel anytime from your dashboard, and we honour refund requests. There are no setup fees and no cancellation fees.

Existing clients are protected. When Aeva raised prices in December 2025, every existing client kept their original, cheaper pricing. We win clinics by being better, not by trapping them.

Simply turn off the call forward — your number and phone system were never touched — and cancel from your dashboard. Your patient data lives in your practice management system the whole time, and any data Aeva held is deleted within 60 days. No exit process, no migration, no fees.

Aeva immediately tells the caller to hang up and dial their local emergency number (000 in Australia, 111 in New Zealand, 999 in the UK). It does not attempt to triage emergencies — that's a deliberate safety decision, and it's exactly what a well-trained human receptionist is taught to do.

Never. Aeva only answers from the FAQ knowledge your clinic has approved — if a caller asks for clinical advice, it politely explains it can't advise on that and guides them to book a consultation with your practitioners instead. Nothing clinical is ever improvised.

You stay in control: Aeva can transfer urgent calls directly to your team based on your rules, or take a priority message that's flagged for immediate attention. Aeva won't guess at clinical questions — it answers only from the knowledge your clinic has approved.

Setup is self-guided and usually takes under an hour — your account comes preloaded with recommended scripting, and Aeva can auto-scan your website to build its FAQ knowledge base. Most clinics are live within days of signing up. 1:1 support, including video calls and chat, is available whenever you want it.

Yes. Aeva is built for practices of every size — from solo practitioners to large groups, including a clinic group with 28+ locations across Australia. Every plan includes unlimited practitioners and locations, with call routing and scripting configurable per location.

No. Setup is a simple guided process with interactive tutorials: connect your practice management system with an API key, personalise your scripting, choose what Aeva can book, make as many test calls as you like, and forward your phone number. If you'd prefer, our team will walk you through it 1:1.