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SimboVara Workflow Customization: Build Refill Workflow Questions - Admin Panel

Purpose

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


Where to editedit:

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 changedchanged**, 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.

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