Why must I sign off the classification before I can reply to a patient's request?
To keep Bookable Navigator safe, a clinician must confirm Bookable Navigator's suggestion (the urgency and category) before any patient-facing action or write-back is allowed.
At the foot of the AI summary card you'll see “Does this look right?” with the urgency and category: click “Looks right” to confirm both, or click the urgency and category to reclassify it.
Until both are confirmed, replies and Confirm & write to record stay locked. You can still add an internal note or assign the thread.
Bookable Navigator has over-classified something. How do I relax it?
On the summary card, click the urgency (or the category) and choose the correct urgency or category. You're asked for a reason and it's logged to the audit trail. This helps Bookable Navigator's Brain learn. If the request was provisionally booked, a follow-up step previews the new appointment slot before anything is sent to the patient.
Can I undo a sign-off or reclassification?
Yes. Once you've confirmed or reclassified, the summary card shows the settled line. The audit trail keeps every action recorded; nothing is erased.
An admin request is actually clinical, or vice versa. What do I do?
As an admin team member: you should reassign the request ticket to a clinician or to the triage clinician.
As a clinician, reclassify its category: click the category on the summary card and choose a clinical category.