Help and Support
Vitels Assistant: how-to answers inside the app, in English, Hindi or Hinglish
Vitels Assistant is the help chat inside Vitels. Any staff member of a Vitels Pro clinic can ask how to do something in the app, in whichever language they type, and get an answer drawn from the Vitels FAQs, tutorials and app map. It can open a support ticket or ask the Vitels team to call back. It is not a medical chatbot: it declines clinical, legal and tax questions and asks you not to share patient details.
What does Vitels Assistant answer?
Questions about using Vitels: how to add a doctor, where the day book is, how to print on A5, what a token status means. It answers in the language you write in. If your question matches a published FAQ, you get the FAQ answer with no AI involved. Otherwise the model answers from a knowledge pack made of the app map, the FAQs and the tutorials for your role, and nothing else. It is one of the two AI helpers in Vitels; the other adds medicines to your list.
- Where
- Help and Support, Ask Assistant
- Who
- Any staff member, Vitels Pro
- Languages
- English, Hindi, Hinglish
- Answers from
- FAQs, tutorials, app map
- Can do
- Open a ticket, request a call
- Never
- Medical, legal or patient questions
Why is it Pro only?
Every model answer costs money, and Vitels charges no licence fee for core features. Vitels Pro, at ₹999 per clinic per month, pays for the things that cost Vitels per clinic: more than one doctor, the online registration link, revenue analysis and the assistant. Clinics on the free plan still get the searchable FAQs, the tutorials, WhatsApp support and email support; they do not get the chat. Pricing has the full list.
What happens to a chat?
A chat stays open for six hours after its last message, and you can end it sooner. Earlier chats are listed behind the history button and only you can read your own. Transcripts are stored and can be read by Vitels support staff, so that a ticket or call-back request carries its context and so that a wrong answer can be found and fixed in the FAQs. Changes to the caps are logged with a reason. The full data table is on AI data handling at Vitels.
What it is not
It is not a clinical tool and not a patient-facing one. Patients never see it; they get their token on WhatsApp and SMS and, if they book ahead, the Vitels patient app. It does not search patient records, change settings or act in the app on your behalf. It answers questions and hands you to a person when a person is needed.
What it does
Rolling out to Vitels Pro clinics from November 2026. Open Help and Support, then Ask Assistant.
Ask in your words
Type a question of up to 1,000 characters or tap one of the suggested ones. "Doctor ka fee kaise change karein?" gets an answer in Hinglish; the same question in English gets English.
FAQ first
If the first question in a chat closely matches a published Vitels FAQ, the FAQ answer is shown as it is. No model is called and it does not count against your cap.
Model second, from the app's own help
Other questions go to the model with a knowledge pack: an app map, the FAQs and the tutorials for your role, plus the support WhatsApp number and hours. It is told not to guess about features, prices or timelines the pack does not state.
Opens a ticket
If the answer is not enough, the assistant can open a support ticket for you. The chat shows the ticket number and the Vitels team replies within one working day.
Requests a call-back
Ask for a call and the assistant asks for the number to call, then logs the request. Calls come within two hours during support hours. It never reads a staff phone number on its own.
Declines what it should
Medical, legal, tax and pricing-negotiation questions get a one-line decline and an offer to help with the app instead. It never promises refunds, discounts, delivery dates or features.
No patient details
The assistant asks you not to share patient details. If you do, it does not repeat them and does not put them in a ticket or call request. It has no access to patient records or any clinic data.
Caps you can see
10 model-answered messages per person per day and 25 per clinic per month, shared by all staff, shown in the chat. When a cap is hit, the Request a call and WhatsApp buttons stay.
What Vitels Assistant will not do
We would rather you find this out here than after you have moved your patients in.
- Answer a medical, legal or tax question: it declines in one line and offers to help with the app.
- Look up a patient, a visit or a bill: it has no access to clinic data.
- Change a setting or do a task for you: it tells you where the setting is.
- Talk to patients: it is for clinic staff only.
Straight answers
Is Vitels Assistant a medical chatbot?
No. It answers questions about using Vitels and declines medical, legal and tax questions. It has no access to patient records and asks you not to share patient details.
Can patients use it?
No. It is inside the staff app for doctors, attendants and clinic admins. Patients receive tokens on WhatsApp and SMS and can book through the Vitels patient app.
Why is it only in Vitels Pro?
Each model answer has a cost per clinic, and core Vitels has no licence fee. Pro at ₹999 per clinic per month covers the per-clinic costs: more than one doctor, the online registration link, revenue analysis and the assistant. Free-plan clinics keep the FAQs, tutorials, WhatsApp and email support.
Are my chats private?
Only you can read your own earlier chats in the app. Vitels support staff can read transcripts so that tickets and call-backs carry their context and wrong answers can be corrected in the FAQs.
Does it work in Hindi?
Yes. It replies in the language you write in: English, Hindi in Devanagari, or Hinglish.
Which model does it use?
Claude (claude-haiku-5-5) from Anthropic, reading a knowledge pack of the app map, FAQs and tutorials. Questions that match a published FAQ are answered without any model call. Model names are product settings and may change.
Rolling out to Vitels Pro clinics from November 2026. If you do not see Ask Assistant yet, it reaches your clinic in a later update. Caps and model names are product settings as of 4 November 2026.
Related pages
Vitels AI: what the AI in Vitels does
The two helpers, their caps, and the permanent no-list.
ReadAI data handling at Vitels
What each helper sends, to whom, and what is stored.
ReadPricing
What is free, what Vitels Pro adds, and what Vitels never does with your data.
ReadContact
Email and WhatsApp for setup, demos, billing or support.
Read
Ask it something you would have asked us
Start a Vitels Pro trial, open Help and Support and ask the assistant how to set up a second doctor. 14 days free, cancel any time.