Emergency words get the 999 advice, by fixed rules
The reply says call 999, and your care team gets a task to call back.
Emergency words found
Clinic, sent by fixed rules
Needs attentionEmergencies first
Care-team task, no owner yet
No AI model needed
The words are matched by fixed rules, so the advice and the task still go out if a model is down.
Rebuilt from Sona Pro and the website chat.
At the front desk
Your staff see the case the same minute
The case opens with the patient’s words, the reply that went back and the hand-off to staff, each with its time. Someone assigns an owner and calls back.
- Emergencies sort to the top of Needs attention.
- A Call now button on every possible emergency.
- Whether the message was sent, delivered and read.
Screen recording of the case in Sona Pro. Swipe sideways to read the whole line.
On her phone
Told to call 999 before anyone reads it
A father’s chest pain, typed in a mix of Malay and English. The fixed reply comes straight back in the same chat: call 999 now or go to the nearest emergency department, do not wait for a reply, the staff have been alerted.
- The reply is a fixed message, the same every time.
- The same rule runs on the website chat.
- WhatsApp carries only short messages and links; results, medicines and documents are never sent on it.
Screen recording on an iPhone; only waiting is cut. WhatsApp is built, connecting once Meta’s review completes.
Safety without AI
The rule path does not wait for a model
Emergency words are matched by fixed rules, in Malay, English, Chinese and Tamil. A match sends the 999 advice and opens a care-team task. Switch the AI model off and watch what still happens.
One message, in order
- 1Emergency words checkedFixed rules, four languagesRuns
- 2999 advice sent backA fixed message, not written by a modelRuns
- 3Care-team task openedPossible emergency, call backRuns
- 4Anything else in the messageAnswered by the Agents, or handed to staff; steps 1 to 3 never wait for itAgentNot available
The order the rule path runs in. Switch the AI model off to see what still runs.
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Emergency words in four languages get the 999 advice and a care-team task.
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