# SimboVara Workflow Customization: Build Refill Workflow Questions - Admin Panel
> Source URL for below info: https://api1.simboconnect.com/helpb/books/simbovara-ai-phone-agent-for-medical-practices/page/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\*\*<span class="s1">, please transfer the call to XXX-XXX-XXXX</span>

### 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 <span class="s1">**Save**</span> 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.
> Source URL for above info: https://api1.simboconnect.com/helpb/books/simbovara-ai-phone-agent-for-medical-practices/page/simbovara-workflow-customization-build-refill-workflow-questions-admin-panel