What if a patient calls but does not book?

One credit, ten rupees. The booking stage is only charged when a booking is actually made. A clinic phone carries a lot of calls that were never going to be appointments, and charging a full journey for those would mean charging for answering the phone.

What if a call runs long?

The first credit covers three minutes and it is half a credit a minute after that. Most calls finish inside it. A long call is usually a patient working out whether to book, which is the conversation the clinic most wants to happen, so the overage is priced not to discourage it.

What if a patient reschedules three times?

Still two credits for the booking stage. Rescheduling is part of it rather than a new charge, because the alternative would penalise the clinic for a patient who is hard to pin down, which is exactly the patient the clinic most wants Insor chasing.

No. A top-up is drawn down as patients come through, at whatever pace your clinic actually runs. There is no monthly reset and nothing lapses at the end of a period, which is the main reason this is credits rather than a subscription.

Can I buy only part of it?

Yes. A clinic that only wants calls answered and appointments booked is not charged the feedback credit, and one that only wants the post-visit follow-up is not charged the first three. You are charged for the stages you switch on.

How credits are calculated

A patient journey costs up to four credits, charged in three stages: one when Insor engages the patient, two more if that turns into a booking, and one more for the post-visit follow-up. The first credit covers one conversation of up to three minutes. A caller who never books costs one credit, not four.

Stage	Credits	What it covers
Engage	1 credit	One patient conversation, by call or WhatsApp
Book	2 credits	Booking, confirmation, reminders and rescheduling
Feedback	1 credit	Post-visit check-in and review request
A full journey	4 credits	All three stages, for one patient

You are charged for what happened, not for what was attempted

The question every doctor asks first is what happens when somebody rings, asks a question and does not book. The answer is that it costs one credit. The booking stage is only charged if a booking is made, and the feedback stage only if the patient actually came in.

That matters because a clinic's phone is full of calls that are not appointments: someone checking the timings, a patient who wanted a different specialty, a wrong number. Charging four credits for those would be charging for the receptionist picking up.

What a conversation includes

The first credit buys one conversation, inbound or outbound, of up to three minutes. A patient asking about timings, a price, or whether you treat something is done well inside that, and so is a follow-up call after a visit.

Past three minutes it is half a credit a minute. That is there for the long ones, and it is deliberately a small number: a patient who wants to keep talking is usually a patient who is going to book, and the clinic should not be discouraged from letting that happen.

Why booking is worth two

The booking stage is not one message. It is checking the diary against your rules, offering slots, confirming, sending the reminder before the day, and handling the reschedule when the patient moves it. That sequence often runs over several days and several exchanges.

It is also the stage that produces the thing the clinic is paying for, which is a patient in a chair. The other two stages support it.

Why the last credit is separate

The follow-up after a visit is the part almost no clinic does, and the part that turns one visit into the next one. It is charged separately because it is genuinely separate work, and because a clinic that only wants the front-desk half should not be paying for it.

It covers the check-in after the procedure, anything clinical being flagged to the doctor, and the review request when the patient is happy.

What this means for a pack

The pricing page sizes a top-up by patient visits, and it assumes the worst case: every patient going through all three stages at four credits each. In practice a pack stretches further than that, because not every caller books and not every booking needs a reschedule.

So the visit count on the slider is a floor rather than an estimate. You will not get fewer visits than it says.

Questions doctors ask

What if a patient calls but does not book?: One credit, ten rupees. The booking stage is only charged when a booking is actually made. A clinic phone carries a lot of calls that were never going to be appointments, and charging a full journey for those would mean charging for answering the phone.
What if a call runs long?: The first credit covers three minutes and it is half a credit a minute after that. Most calls finish inside it. A long call is usually a patient working out whether to book, which is the conversation the clinic most wants to happen, so the overage is priced not to discourage it.
What if a patient reschedules three times?: Still two credits for the booking stage. Rescheduling is part of it rather than a new charge, because the alternative would penalise the clinic for a patient who is hard to pin down, which is exactly the patient the clinic most wants Insor chasing.
Do credits expire?: No. A top-up is drawn down as patients come through, at whatever pace your clinic actually runs. There is no monthly reset and nothing lapses at the end of a period, which is the main reason this is credits rather than a subscription.
Can I buy only part of it?: Yes. A clinic that only wants calls answered and appointments booked is not charged the feedback credit, and one that only wants the post-visit follow-up is not charged the first three. You are charged for the stages you switch on.