Max — AI Text Front Desk
Max texts every patient back
A two-way SMS agent that answers in seconds, books over text, and picks up the conversation Ava started on the phone.
In short
An AI text front desk handles two-way SMS conversations with patients: answering questions, booking and rescheduling appointments, and following up automatically. Max, the optni.ai text agent, replies within seconds of any inbound text and within ten seconds of any missed call. Because Max shares conversation memory with Ava, a patient who starts a booking on the phone can finish it by text without repeating a single detail.
8×
higher response rate for text than callbacks
Patients read texts they will never return a voicemail for. But two-way texting only works if someone replies quickly — a text that sits unanswered for three hours is worse than no text at all, because the patient now knows you saw it.
How it works
Start to finish
- 1
Your number becomes textable
We enable SMS on your existing business number, or provision a new one. Patients text the number already on your website and door.
- 2
Max replies in seconds
Any inbound text gets an answer immediately — hours, pricing, directions, availability — in your practice's voice.
- 3
He books over text
Max offers real openings, confirms the appointment, writes it back to your system and sends the confirmation. No app, no portal, no phone call.
- 4
He picks up where Ava left off
Shared memory means a dropped call continues over SMS with full context. The patient never repeats themselves.
- 5
He follows up on his own
Reminders, recall for patients who are due, and re-engagement for conversations that went quiet — all without anyone on your team starting them.
Capabilities
What it handles
- Two-way SMS with replies in seconds, 24/7
- Missed-call text-back within ten seconds
- Books, reschedules and cancels over text
- Appointment reminders and no-show follow-up
- Patient recall for anyone overdue
- Cancellation backfill — texts the waitlist and books the first reply
- Payment and deposit links
- Full A2P 10DLC registration and STOP handling built in
HIPAA-ready
Business Associate Agreement available on every plan
TCPA + A2P 10DLC
Registered messaging, express written consent captured
Encrypted end to end
TLS 1.3 in transit, AES-256 at rest
Audit logged
Six-year retention on every call and message
Questions
Answered plainly
It is when the platform operates under a Business Associate Agreement with encryption, access controls and audit logging. optni.ai signs a BAA on every plan, and Max is configured by default to keep clinical detail out of SMS bodies unless the patient has consented.
It is the carrier registration required for any business sending application-to-person SMS to US numbers. Since February 2025 carriers block unregistered traffic outright. optni.ai handles brand and campaign registration as part of onboarding — you do not file it yourself.
In most cases yes — we enable texting on your current business line so patients use the number they already have. Where the carrier will not permit it, we provision a matching local number.
The moment a call goes unanswered, Max opens an SMS thread — typically within ten seconds, while your practice name is still on the caller's screen. Most people reply to that text rather than calling back.
They are opted out immediately and permanently across all messaging, as TCPA requires. Opt-outs are logged and auditable.
The rest of the front desk