Configure Smart Scheduling

Understand how the platform automatically assigns staff to appointments and how to override assignments when needed.

Prerequisites

• ClinicAdmin role (for manual overrides)
• Staff availability and qualified staff must be configured for services

Steps

The SmartScheduling engine runs automatically when any appointment is booked. It evaluates the following 4 priority rules in order, moving to the next rule only if the current one yields no eligible candidate:

1. Continuity of care — If the patient has a previous completed appointment for the same service AND the previously assigned staff member is qualified for this service AND is available in the requested slot → assign that staff member.
2. Least busy qualified staff — From the qualified staff list for the service, select the staff member who is available in the requested slot AND has the fewest scheduled/confirmed appointments on that day.
3. Any available qualified staff — From the qualified staff list, select any staff member who is available in the requested slot, regardless of load.
4. No assignment (flags for manual) — If no qualified staff member is available (edge case), the appointment is created with no staff assignment and flagged for manual assignment by a ClinicAdmin.

Notes

• ClinicAdmin can manually override the assigned staff member on any appointment at any time.
• Staff assignment is internal — it is never communicated to patients or leads.
• Only active staff members with configured availability are eligible for SmartScheduling.
• Inactive (deactivated) staff remain in the qualified staff list but are excluded from scheduling.
• The SmartScheduling engine is a pluggable component — its rules can be updated independently without changing the booking flow.
• Manual overrides are recorded in the AuditLog with previous and new assignee.