SimboVara Workflow Customization: Build Refill Workflow Questions - Admin Panel

Purpose

Define how Copilot gathers prescription refill details and when to escalate.

Where to edit: Refill Workflow Questions

Suggested questions and conditions

Paste and adapt the following example lines:

• Which medications would the caller like to refill

• Who is the caller’s doctor

• Confirm their pharmacy name and location

• Confirm if their insurance is the same or has changed

• **If the patient says their insurance has changed**, please transfer the call to XXX-XXX-XXXX

Steps

1. Enter the questions and any transfer rules in plain English, one per line.

2. Replace the placeholder transfer number with your own.

3. Click Save and place a test call.

Tips and Good practices

• Ask for medication names exactly as on the bottle.

• Always confirm pharmacy location to avoid misrouting.

• Use a transfer rule for insurance changes so staff can update records immediately.