Getting Started
Connect Allura to your clinic workspace, sign in, and learn how the app is organized on iPhone, iPad, and Mac.
Configure the workspace
On first launch, enter the backend domain supplied for your clinic and save it. This connects Allura to the correct operational workspace.
Sign in
Enter your workspace username and password and choose Sign in. On Mac, you can also press Return.
Navigate the workspace
Use the main navigation to move between Inbox, Clients, Bookings, Calendar, and Settings within the current clinic workspace. Each section keeps its related actions and records together.
Understand the layout
On Mac and wider iPad layouts, Allura can show navigation, a contextual list, and a detail pane together. On iPhone and narrower windows, the same sections adapt into a compact navigation flow.
Inbox
The Inbox is the operational center for client and lead conversations.
Active
Open conversations that are part of the clinic's current lead and client workflow.
Follow-ups
Conversations that need another message, a staff check, or a later next step.
Booked
Conversations connected to a confirmed appointment or completed booking flow.
Escalations
Conversations that need staff attention because the AI could not safely continue alone.
Archived
Conversations removed from the active workflow while retaining their history and attachments.
Labels
Custom groups used to organize conversations by service, priority, campaign, or clinic process.
Selecting, searching, and filtering
Select a conversation to open its complete message history and current status. Use search to narrow the visible list, choose an inbox view to filter by workflow state, and use labels for clinic-specific organization. On macOS, Command-click selects multiple visible rows for bulk actions.
Conversation actions
Depending on the conversation's current state, its actions menu can include Mark Unread, Archive, Resolve, Escalate, Assign Human, Labels, and Delete. Most actions update the workflow or organization without removing the conversation; not every action is available in every state.
- Archive
- Removes the conversation from the active workflow while retaining its history and attachments.
- Resolve
- Marks the current operational issue as handled.
- Delete
- After confirmation, removes the conversation's message history, photos, videos, documents, voice recordings, captions, reply context, media-derived content, and summary. These items are not moved to a separate client-record collection; an existing client record, appointment history, and client staff notes remain available.
Manual replies and templates
Staff can reply from the conversation composer when manual messaging is available. If the composer says a template is required before free-form messaging, choose Templates and send an approved template. This is expected WhatsApp messaging behavior, not an Allura connection failure.
Operational Notes
An Operational Note is an internal Allura record that explains an automated or staff workflow event. Operational Notes are not sent to the client as WhatsApp messages.
Reply to a specific message
Open a message's actions menu and choose Reply. The quoted message appears above the composer so you can review the context before sending. Choose the Cancel reply control on the quoted preview to clear the selection without sending.
Photos, videos, documents, and captions
Choose the add button in the composer, then choose Photos or Documents. On iPhone and iPad, Camera is also available for a new photo or video. You can select a combined total of up to four photos, videos, or documents for one message and enter an optional caption in the composer. The system pickers provide only the items you choose.
Voice messages
Staff can play, pause, and seek through incoming WhatsApp voice messages in the conversation. Older audio may show a Download action before playback. On iPhone, iPad, and Mac, staff can also deliberately start a recording from the composer and send it as a voice reply. Allura requests microphone access only after a staff member starts a recording; denying access prevents recording but does not affect unrelated features.
How AI handles incoming content
When AI Processing is authorized, supported client images can be described and checked for visible text, documents can have relevant content extracted, and incoming client voice messages can be transcribed. Captions and consecutive client messages may be considered together as conversation context. Allura supports video messaging and staff playback, but the AI does not analyze the video itself; a video caption may still be used as text context. Outgoing staff voice replies are not described here as AI-analyzed content.
Message delivery status
Delivery indicators reflect the latest status reported to Allura without guaranteeing exact delivery timing.
Sent
The message has been sent from the conversation.
Delivered
WhatsApp has reported the message as delivered.
Read
WhatsApp has reported the message as read when read receipts are available.
Clients
Use Clients to find, review, and maintain the records connected to clinic conversations and appointments.
Find a client
Search the visible client list by identifying information, then select a result to open the profile and related activity.
Manage the record
Review or update the client's name, WhatsApp number, email, upcoming and past appointment history, conversation summary, and staff notes. Deleting a client requires confirmation.
When a lead becomes a client
A new WhatsApp conversation begins as a lead in Inbox. A conversation does not automatically appear in Clients merely because messages exist. During an appointment flow, Allura creates the client record after the required identity information has been collected, including the client's full legal name and email address. Conversations that have not reached the required client-record stage remain available in Inbox.
A receptionist can also create a client manually. Manual client creation requires the full legal name, WhatsApp number, and email address.
Sort control: Recent shows the most recently active or updated client records. Name sorts the visible client records alphabetically.
Client history and conversation attachments
A client record keeps the client's identity, upcoming and past appointments, conversation summary, and staff notes together for review. Photos, videos, documents, voice messages, captions, and reply context are viewed in their conversation; the current Allura release does not maintain a separate client-record media or document collection.
Archiving keeps the conversation history and its attachments available. Deleting the conversation removes its messages, attachments, generated transcripts, extracted document content, media descriptions and other media-derived content, and summary. Those items are not moved to the client record, while an existing client record, past or upcoming appointment history, and staff notes retained with that client remain available.
Bookings
Bookings brings upcoming, cancelled, and previous appointments into one operational view.
AI-created and receptionist-created appointments use the same Allura booking workflow. Review the client, service, date, time, contact details, notes, and current state before taking action.
- Pending
- The appointment is awaiting confirmation or another action.
- Confirmed
- The appointment is scheduled and appears in upcoming workflows.
- Follow-up
- The booking needs a response or staff review before it can move forward.
- Escalation
- The booking requires direct staff attention.
- Cancelled
- The appointment has been cancelled and remains available for reference.
- Past
- The scheduled time has passed and the appointment is retained in history.
Keeping booking records aligned
Rescheduling or cancelling an appointment updates its operational state and related calendar and client history. A cancelled appointment remains available in history and does not delete the client or conversation.
Appointment time is displayed separately from notes. Use notes for useful receptionist, operational, or treatment-related context rather than duplicating the appointment time. Make scheduling changes through Allura so the conversation, booking, client history, and connected calendar remain aligned.
Calendar
Calendar provides day, week, and month views for working with the clinic schedule.
Day
A focused timeline for one day and its scheduled appointments.
Week
A seven-day schedule for comparing availability and appointment timing.
Month
A broader overview for choosing a date and reviewing its appointments.
Select an appointment to open its details. From there, edit the client, service, date, time, or notes, or cancel the appointment. Cancellation is confirmed before the schedule changes.
Clinic workspace time
Allura displays and schedules appointments using the clinic workspace timezone. That timezone remains authoritative even when the Mac is located in another timezone. Verify the intended clinic-local date and time before saving an appointment, and make changes in Allura so the related booking and client records remain synchronized.
Human Takeover
Allura keeps AI assistance visible while giving staff a clear way to take direct control of a conversation.
AI mode
The AI receptionist can continue responding according to the clinic's configured workflow and response settings.
Human mode
Staff control the conversation directly. AI replies remain paused until Human Takeover is disabled.
Escalation and Human Takeover
An escalation means a conversation requires direct staff attention. Human Takeover means automated AI replies are paused for that conversation. They may occur together, but they describe different parts of the workflow.
Allura may escalate and pause AI automatically when the client asks for a person or when staff judgment is required. Staff can also enable Human Takeover manually, review the full conversation, and reply directly.
If Allura indicates that an escalation remains unresolved, resolve the active escalation before returning the conversation to AI handling. Returning to AI is always an explicit staff action.
- Take over: open a conversation and enable Human Takeover from the conversation header.
- Respond: review the existing context, then send the required staff message.
- Return to AI: disable Human Takeover only when the automated workflow can safely resume.
Settings
Settings keeps account, clinic, workflow, AI, notification, and connection controls together for the current clinic workspace.
General
Review account and workspace information.
Notifications
Manage alert, badge, and notification preferences.
AI
Review AI Processing authorization, provider details, AI receptionist enablement, response style, conversation language, and current model information.
Clinic
Review clinic-level defaults and operational information.
Inbox Behavior
Manage conversation workflow preferences, automatic attachment downloads, and whether downloaded media and documents are saved on the device.
Labels
Manage local labels used to organize conversations.
Sounds
Control app sounds and operator-feedback preferences.
Appearance
Choose whether Allura follows the device or uses a light or dark appearance.
Backend
Review workspace connection status and backend information.
AI Processing Authorization
Before the AI receptionist can operate, an authorized workspace user must review and accept the AI Processing disclosure in Settings → AI. The AI Processing view shows the current provider, authorization status, authorization version, and authorization date. The Privacy Policy can also be opened from the AI Processing view, and authorization can be reviewed again later.
Disabling AI Processing stops automated AI handling for the workspace. Manual receptionist workflows and existing records remain available.
Open the Allura Privacy PolicyMedia downloads and local storage
In Settings → Inbox Behavior, Media Downloads controls whether incoming media and documents download automatically and whether downloaded items are saved on that device. Saved incoming media, documents, and recent voice playback files can remain in Allura's device cache for up to 30 days. These controls affect the device copy; they do not archive or delete the underlying conversation.
Notifications
Notifications keep staff aware of important conversation and booking activity without requiring the app to stay in front.
Badges
The application badge reflects outstanding activity reported by the workspace. Badge display can be enabled or disabled in Allura Settings.
Unread conversations
Unread indicators identify conversations with activity that has not been reviewed. Depending on your Inbox settings, opening a conversation can mark it read automatically; you can also mark conversations read or unread from their actions menu.
Push notifications
Allura can notify staff about escalations and appointment activity, including bookings, reschedules, and cancellations, depending on enabled Allura preferences and the device's notification permissions. In-app operational alerts may appear while Allura is open. On iPhone and iPad, manage permission in Settings; on Mac, use macOS System Settings. Review related preferences in Allura Settings → Notifications and control alert sounds in Allura Settings → Sounds.
Keyboard Shortcuts
These shortcuts are currently available in the macOS application. List shortcuts act on the focused list and its visible selection.
| Shortcut | Action | Context |
|---|---|---|
| ⌃⌘F | Toggle full screen | Allura window |
| ⌘A | Select every visible row | Focused Inbox, Clients, or Calendar list |
| ⌘Click | Add or remove an item from the current selection | Conversation, client, or appointment rows |
| ⌫or⌦ | Delete the selection, or cancel selected calendar appointments | Focused list; confirmation is shown where required |
| Return | Perform the primary action, including sending a message | Composer, sign-in, editors, and confirmation dialogs |
| Esc | Cancel or close the current action | Dialogs, editors, and confirmation sheets |
Frequently Asked Questions
Why didn't AI reply?
First check whether Human Takeover is active. AI may also pause when a conversation is escalated, the receptionist is disabled in Settings, the backend is unavailable, or the latest message requires staff judgment. Review the conversation status and any escalation context before returning it to AI.
How do I archive a conversation?
Open the conversation's actions menu and choose Archive. The complete history and attachments remain available in the Archived inbox, and the conversation can be restored when needed.
How do I cancel an appointment?
Open the appointment from Bookings or Calendar, choose Cancel Appointment, and confirm. On macOS, you can also select one or more appointments in a focused calendar list and press Delete.
How do I return a conversation to AI?
Open the conversation and review any active escalation. Resolve it when appropriate, then explicitly disable Human Takeover once the conversation no longer needs direct staff control.
Why doesn’t a conversation appear in Clients?
A new WhatsApp conversation can remain a lead in Inbox until the required client information and appointment-flow conditions are complete. Messages alone do not create a client record.
Why does the composer require a template?
WhatsApp may require an approved template before free-form staff messaging is available. Choose Templates from the composer and send an approved template.
What timezone does Calendar use?
Calendar uses the clinic workspace timezone. It does not automatically change to follow the Mac's current location.
What is the difference between an escalation and Human Takeover?
An escalation means the conversation needs direct staff attention. Human Takeover pauses automated AI replies. They may occur together, but they describe different parts of the workflow.
Why is the AI receptionist disabled?
In Settings → AI, check AI Processing authorization and AI Receptionist Enabled. For the conversation, check Human Takeover and any unresolved escalation. Then review Settings → Backend for the workspace connection status.
How do I reply to a specific message?
Open the message's actions menu and choose Reply. Review the quoted message above the composer before sending. Choose Cancel reply on the quoted preview if you want to clear the selection.
How do I add attachments?
Choose the add button in the composer, then choose Photos or Documents. On iPhone and iPad, you can also choose Camera. Select up to four photos, videos, or documents in one message and enter an optional caption before sending.
Can the AI receptionist analyze a video?
No. Allura can send, receive, and display video messages, but video content is not provided to the AI for video analysis. A caption sent with the video may still be used as text conversation context.
Can staff record a voice reply?
Yes. On iPhone, iPad, and Mac, staff can intentionally start a voice recording from the conversation composer and send it as a voice reply. If microphone access is denied, enable it in the device's system settings before trying again.
What happens when I delete a conversation?
After confirmation, Allura removes the conversation's message history, photos, videos, documents, voice recordings, captions, reply context, generated transcripts, extracted document content, media descriptions and other media-derived content, and conversation summary. These items are not moved to a separate client-record collection. An existing client record, past or upcoming appointment history, and staff notes retained with the client record remain available.
Troubleshooting
Start with the simplest checks below. Avoid deleting records or changing the workspace address unless you are certain the configuration is wrong.
Allura cannot sign in
Confirm the workspace address, username, and password. Check that the device is online, save the workspace address again, then retry.
Conversations are not updating
Refresh the current workspace and verify the backend connection. If only one conversation is affected, reopen it from the Inbox.
Notifications are missing
Allow notifications in the device's system settings, then verify Allura's notification, badge, and event preferences in Settings.
A booking is not on the calendar
Check the appointment state and selected date range. Cancelled and past appointments are separated from upcoming bookings.
AI Processing authorization is required
Open Settings → AI → Review AI Processing Details. Review the disclosure and authorize processing if you are permitted to do so.
The manual reply field requires a template
Choose Templates from the composer and send an approved template. This is expected when free-form WhatsApp messaging is unavailable.
A conversation cannot return to AI
Review the active escalation, resolve it when appropriate, and then disable Human Takeover to return the conversation to AI.
Calendar shows an unexpected time
Verify the clinic workspace timezone and confirm the intended clinic-local date and time before saving changes.
A new client is not visible
Confirm the full legal name and email address were collected and that the record reached the client stage. Review the Recent or Name sort control, then refresh the current workspace if needed.
Camera or photo access was declined
Review Allura's camera or photo permission in the device's system settings, then choose the intended Camera or Photos action again. Camera capture is available on iPhone and iPad, not Mac.
A selected file cannot be added
Choose the file again from the system picker. If Allura reports that the item is unsupported or cannot be read, select another compatible photo, video, or document.
An attachment upload failed
Confirm the device is online and the workspace connection is available. Choose Retry on the failed attachment when that action is shown; otherwise, select the attachment again.
A voice message will not play, record, or send
For incoming playback, confirm the device is online, choose Download if that action appears, then try Play again. For a staff voice reply, allow microphone access in the device's system settings, start the recording again, and confirm the workspace connection before sending.
The workspace connection was interrupted
Check the device's internet connection and Settings → Backend, then refresh the current workspace. Review any failed messages or attachments and retry them only when Allura offers that action.
Still need help?
Include the Allura version, device and operating system version, relevant workspace section, approximate time and timezone, steps that led to the issue, and a redacted screenshot when useful. Do not include passwords, API keys, access tokens, or unnecessary client or medical information.