# CareFlow Setter Training Manual

## Purpose

CareFlow Setter is a health and wellness AI appointment-setting system powered by SETTEROS and operated by FORMSHQ INC.

Its job is simple:

- Respond to health and wellness leads quickly
- Ask the right qualification questions
- Route sensitive or urgent issues to a human
- Push qualified prospects toward a booked appointment or strategy call
- Recover missed opportunities through follow-up and no-show recovery
- Support optional Social Growth campaigns that create demand and route interested prospects into CareFlow Setter

CareFlow Setter is built for med spas, dental clinics, wellness centers, primary care practices, Practice Better professionals, and similar appointment-heavy businesses.

## Who This Manual Is For

Use this manual if you are:

- Operating the CareFlow Setter agency offer
- Training a health and wellness client
- Reviewing CareFlow voice AI calls
- Managing lead follow-up in GHL
- Managing CareFlow Social Growth content and nurture campaigns
- Launching a CareFlow template for a new niche
- Helping a client understand what the AI should and should not do

## Quick Start Checklist

Before CareFlow Setter goes live for a client, confirm these items:

- Business name and niche are confirmed
- Main offer or appointment type is clear
- Lead sources are identified
- Calendar or booking process is known
- Qualification questions are approved
- Human handoff rules are approved
- Retell voice agent is connected
- CareFlow phone number is active
- GHL pipeline or lead tracker is ready
- Notification email is active
- Social Growth add-on is marked active or inactive
- If Social Growth is active, monthly content themes and CTAs are approved
- Test calls have been completed
- Client knows how to review leads and calls

## Core Tools

### Graphic Dashboard

Open the CareFlow Setter training dashboard:

`careflowsetter-dashboard.html`

Staff-facing training:

`careflowsetter-staff-manual.md`

Daily SOP checklist:

`careflowsetter-daily-sop-checklist.md`

### Website

Public CareFlow Setter site:

`https://careflowsetter.com`

Template marketplace:

`https://careflowsetter.com/templates/`

### Voice AI

CareFlow voice agent:

`CareFlow Setter`

CareFlow phone:

`(470) 993-4456`

Primary website button:

`Talk To CareFlow`

### Email

Public CareFlow Setter email:

`hello@careflowsetter.com`

SETTEROS CareFlow internal or fallback email:

`careflow@setteros.online`

### CRM

Recommended CRM pipeline:

`CareFlow - SETTEROS`

Recommended stages:

- New CareFlow Lead
- Qualified
- Strategy Call Booked
- Needs Human Follow-Up
- Not A Fit

## How CareFlow Setter Works

CareFlow Setter should follow this flow:

1. Lead arrives by phone, website, chat, form, social message, ad, or CRM.
2. CareFlow Setter greets the lead quickly.
3. It identifies the business type or service interest.
4. It asks qualification questions one at a time.
5. It avoids clinical or medical advice.
6. It routes sensitive issues to a human.
7. It pushes qualified leads toward a booked appointment.
8. It logs the call, summary, and next step.
9. The operator reviews the lead and follows up.
10. If Social Growth is active, monthly content and nurture prompts feed more prospects into the same booking workflow.

## Daily Operating Routine

### 1. Check New Leads

Open the lead dashboard or GHL pipeline and check:

- New CareFlow leads
- Missed calls
- New Retell call summaries
- Website form inquiries
- Strategy call requests
- Human handoff alerts
- Social Growth campaign replies, comments, DMs, or content-generated inquiries

Move every lead into one of these outcomes:

- Qualified
- Booked
- Needs follow-up
- Not a fit
- Needs human review

### 2. Review Voice AI Calls

Listen to at least one CareFlow Setter call daily during launch.

Check:

- Did CareFlow Setter greet first?
- Did it sound energetic and clear?
- Did it ask one question at a time?
- Did it identify the correct vertical?
- Did it avoid medical advice?
- Did it push toward the right appointment?
- Did it collect contact details?
- Did it flag sensitive issues correctly?

### 3. Review Missed Opportunities

Look for leads that:

- Asked a good question but did not book
- Were qualified but did not choose a time
- Needed a human follow-up
- Mentioned price concerns
- Mentioned urgency
- Dropped off after the first response
- Asked clinical or insurance questions

Choose one improvement to make each day.

### 4. Follow Up

Follow up with:

- Qualified leads who did not book
- Missed call leads
- No-shows
- Old leads who reactivated
- Leads flagged for human takeover

Keep follow-up simple:

> Hi [Name], this is the CareFlow Setter team. We saw you were interested in [service/goal]. Would you like help finding the right next step or booking a quick call?

## Weekly Operating Routine

Each week, review:

- Total leads
- Conversations started
- Qualified leads
- Strategy calls booked
- No-shows
- Recovered no-shows
- Human handoffs
- Not-fit leads
- Top lead source
- Most common objection
- Best-performing template
- One script improvement for next week

## Launching a New Client

### Step 1: Intake

Collect:

- Business name
- Website
- Industry
- Main services
- Appointment types
- Lead sources
- CRM used
- Calendar process
- Staff contact for handoffs
- Notification email
- Business hours
- Emergency or urgent-care policy
- What the AI must never say

### Step 2: Choose the Template

Start with the closest template:

- Med Spa Consult
- Dental New Patient
- Dental High-Ticket
- Wellness Center Consult
- Primary Care New Patient
- Practice Better Discovery Call
- No-Show Recovery
- Old Lead Reactivation

Use the template as the starting point, then customize the service names, booking rules, and handoff rules.

### Step 3: Customize Qualification

Every template should answer:

- What is the lead interested in?
- How soon do they want help?
- Are they in the right location?
- Are they ready to book?
- Do they need a human?
- Is there any compliance or safety concern?

### Step 4: Configure Handoff Rules

Send the lead to a human when:

- The caller asks for medical advice
- The caller describes urgent symptoms
- The caller asks insurance or billing questions
- The caller is upset or confused
- The caller asks for a provider by name
- The caller is a high-value opportunity
- The AI is unsure

### Step 5: Test Before Launch

Run these tests:

- Ready-to-book lead
- Price shopper
- Wrong-fit lead
- Medical question
- Insurance question
- No-show recovery
- Old lead reactivation
- Human handoff request

Do not launch until CareFlow Setter handles each test safely and clearly.

## Using the Template Marketplace

The template marketplace exists so each launch starts 70 percent complete.

For each template, review:

- Opening message
- Qualification questions
- Disqualifiers
- Objections
- Booking prompt
- Follow-up rules
- Handoff rules
- Metrics

Customize only what matters:

- Service names
- Location
- Appointment type
- Calendar language
- Team contact
- Offer details
- Pricing boundaries
- Compliance boundaries

Avoid changing too much at once. Improve the template based on real conversations.

## CareFlow Setter Voice Rules

CareFlow Setter should:

- Speak first
- Greet quickly
- Sound warm and energetic
- Ask one question at a time
- Keep responses short
- Move toward a clear next step
- Collect contact details
- Confirm the next action

CareFlow Setter should not:

- Diagnose
- Recommend treatment
- Give medical advice
- Verify insurance unless connected to approved systems
- Promise availability unless calendar sync is active
- Argue with callers
- Over-explain the technology

## Recommended Opening

Use this for inbound calls:

> Hi, this is CareFlow with SETTEROS. I help health and wellness businesses respond faster, qualify leads, and book more appointments. Are you calling about med spa, dental, wellness, primary care, or coaching leads?

## Qualification Script

Ask one question at a time:

1. What type of health or wellness business do you run?
2. Are you a med spa, dental clinic, wellness center, primary care practice, Practice Better professional, or another type of business?
3. How many new leads do you usually get each month?
4. Where do most of those leads come from?
5. Are you currently using GHL or another CRM?
6. What is the biggest issue right now: slow response, missed calls, no-shows, poor follow-up, unqualified leads, or calendar gaps?
7. Do you already have a calendar booking flow?
8. How soon are you trying to improve lead response and appointment booking?
9. Would you like to book a CareFlow Strategy Call?

## Industry Notes

### Med Spas

Common services:

- Botox
- Fillers
- Laser treatments
- Facials
- Body contouring
- Skin consultations
- Memberships

Ask:

- What treatment are you interested in?
- Have you had this treatment before?
- How soon are you hoping to come in?
- Are you looking for a consultation or pricing information?

Escalate:

- Medical history questions
- Reaction concerns
- Safety questions
- Detailed treatment advice

### Dental Clinics

Common services:

- New patient visits
- Emergency dental
- Implants
- Invisalign
- Veneers
- Cosmetic consults
- Cleanings

Ask:

- Are you a new or existing patient?
- What type of visit are you looking for?
- Is this urgent?
- Are you interested in a consultation?

Escalate:

- Pain emergencies
- Diagnosis questions
- Insurance verification
- Billing disputes

### Wellness Centers

Common services:

- Chiropractic
- IV therapy
- Hormone wellness
- Functional wellness
- Weight loss
- Recovery

Ask:

- What wellness goal are you working on?
- Have you tried anything before?
- What service are you interested in?
- Are you looking to book a consultation?

Escalate:

- Symptoms
- Treatment safety
- Medical advice
- Urgent health concerns

### Primary Care

Common services:

- New patient intake
- Routine visits
- Wellness visits
- Availability questions
- Care routing

Ask:

- Are you a new or existing patient?
- Are you looking to establish care or schedule a visit?
- What location do you prefer?
- What is the best callback number?

Escalate:

- Emergencies
- Medication questions
- Diagnosis questions
- Insurance verification

### Practice Better Professionals

Common users:

- Nutritionists
- Dietitians
- Functional health coaches
- Wellness coaches
- Consultants

Ask:

- What health or wellness goal are you working on?
- What have you tried already?
- What type of support are you looking for?
- Would a discovery call be helpful?

Escalate:

- Medical advice
- Crisis language
- Diagnosis questions
- Sensitive health issues

## Objection Handling

### “I’m just looking.”

> Totally fine. What service or outcome were you looking into?

### “How much does it cost?”

> Pricing depends on the service and setup. I can help route you to the right next step or book a quick call so the team can give accurate details.

### “I need to think about it.”

> Of course. Would you like the team to follow up later, or would it be easier to book a quick no-pressure call?

### “Do you take insurance?”

> The team can help confirm insurance or billing details. I can collect your information and route this to the right person.

### “Is this safe?”

> Clinical questions should be handled by the provider or care team. I can help get you connected or book a consultation.

## GHL Pipeline Workflow

Recommended pipeline:

1. New CareFlow Lead
2. Qualified
3. Strategy Call Booked
4. Needs Human Follow-Up
5. Not A Fit

Recommended fields:

- Business type
- CareFlow vertical
- Lead volume
- Lead source
- CRM used
- Main pain point
- Timeline
- Appointment preference
- Retell call summary
- Human handoff reason

Recommended tags:

- careflow-lead
- med-spa
- dental
- wellness-center
- primary-care
- practice-better
- no-show-recovery
- lead-reactivation
- social-growth
- content-lead
- strategy-call-booked
- human-handoff

## CareFlow Social Growth Engine

CareFlow Social Growth Engine is an optional add-on. It is not the core AI appointment setter. It is the content and outreach layer that helps create more conversations for the appointment setter to convert.

Use it when a health and wellness client needs more demand, more consistent social posting, or better follow-up language around their offer.

### Packages

**CareFlow Social Starter**

- $497 setup
- $297/mo
- 33 monthly post ideas
- Weekly campaign themes
- Caption and CTA direction
- Lead nurture prompts

**CareFlow Social Pro**

- $997 setup
- $497/mo
- 33 ready-to-post captions
- 10 short-form video scripts
- DM and email follow-up copy
- Monthly offer campaign

### Monthly Social Growth Workflow

1. Confirm the client's main offer for the month.
2. Choose the niche angle, such as med spa consults, dental new patient visits, wellness discovery calls, primary care intake, or coaching consults.
3. Create 33 post ideas or captions around education, trust, objections, outcomes, urgency, and booking.
4. Add a clear CTA to each post, such as "message us," "book a consult," "call the office," or "ask CareFlow."
5. Create DM, email, or SMS follow-up prompts for interested prospects.
6. Route replies and inquiries into the CareFlow lead pipeline.
7. Review which content themes created the best conversations.
8. Use the best themes to improve next month's campaign.

### Social Growth QA Checklist

- The content does not make medical claims.
- The content does not guarantee results.
- The content matches the client's approved services.
- The CTA points to a booking, call, form, or CareFlow conversation.
- Follow-up prompts are short and conversational.
- Any sensitive or clinical questions route to a human.
- Content-generated leads are tagged as `social-growth` or `content-lead`.

### Social Growth Reporting

Add this to the weekly or monthly report when Social Growth is active:

> Social Growth produced [number] content ideas or posts, created [number] replies or inquiries, and generated [number] qualified CareFlow conversations. The strongest theme was [theme]. Next month, we are creating more content around [winning angle] and improving the CTA toward [booking/call/form].

## Reporting Template

Use this weekly report:

> This week, CareFlow Setter handled [number] leads, started [number] conversations, qualified [number] prospects, and booked [number] appointments or strategy calls. The strongest lead source was [source]. The main missed-opportunity pattern was [pattern]. Next week, we are improving [script/template/follow-up rule].

## Troubleshooting

### Voice AI is too slow

Check:

- Begin message delay
- Voice speed
- Responsiveness
- Whether agent speaks first

Fix:

- Shorten the opening
- Increase responsiveness
- Keep answers under two sentences
- Ask one question at a time

### Leads are not booking

Check:

- Is the call-to-action clear?
- Is the calendar connected?
- Is the agent asking too many questions?
- Is pricing creating hesitation?
- Is the wrong template being used?

Fix:

- Move booking earlier
- Add a softer close
- Improve objection handling
- Review the top five lost conversations

### AI gives too much information

Fix:

- Shorten knowledge base answers
- Add instruction: “Answer briefly, then ask the next question.”
- Remove unnecessary technical details

### AI gets clinical questions

Fix:

- Add stronger medical guardrails
- Route to human
- Use: “That is best handled by the provider or care team.”

### GHL lead is missing

Check:

- Webhook
- Pipeline ID
- Required fields
- API token
- Retell post-call routing

## Client Training Script

Use this to explain CareFlow Setter to a client:

> CareFlow Setter is your AI front desk for new leads. It responds quickly, asks basic fit and appointment questions, avoids medical advice, and moves qualified people toward booking. If a lead asks something sensitive, urgent, clinical, billing-related, or confusing, the AI flags it for your team instead of guessing.

## Launch QA Checklist

Before launch, confirm:

- Website button says Talk To CareFlow
- Phone number routes to CareFlow Setter
- Greeting is fast
- Voice sounds energetic
- Correct template is installed
- Social Growth content and CTA are approved, if active
- Handoff rules are working
- No medical advice is given
- Lead details are captured
- GHL stage updates are working
- Notification email receives alerts
- At least five test calls pass

## Glossary

**CareFlow Setter**

The AI voice and appointment-setting system for health and wellness businesses.

**Template**

A reusable workflow for a specific niche or use case.

**Social Growth Engine**

The optional content and outreach add-on that creates monthly post ideas, captions, campaign themes, and nurture prompts to feed more qualified conversations into CareFlow Setter.

**Human Handoff**

When the AI sends a lead to a real person because the issue is sensitive, urgent, clinical, billing-related, or high value.

**Qualified Lead**

A lead with a real service interest, fit, timeline, and next-step intent.

**No-Show Recovery**

A workflow that follows up with people who missed an appointment and tries to rebook them.

**Old Lead Reactivation**

A workflow that restarts conversations with past inquiries.

## Support

CareFlow Setter:

`hello@careflowsetter.com`

CareFlow phone:

`(470) 993-4456`

Powered by SETTEROS and operated by FORMSHQ INC.