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Provider Directory — matching visitors to the right person

Updated October 30, 2026

Paid feature — Basic and Pro.

If your business is a team of people rather than a product — a group practice, a firm, a clinic, a panel of specialists — the visitor's real question is usually "who should I see?". The Provider Directory answers it: the assistant asks a few questions and matches them to the right person.

Set it up under Knowledge → Directory.

How does the matching work?

Three pieces fit together:

  1. Providers have attributes — a key and its values, e.g. modality: CBT, EMDR or language: English, Punjabi.
  2. Match questions are what the assistant asks the visitor. Each question maps to a provider attribute key, offers a set of options, and has a weight — how much a match on it matters.
  3. The matcher scores every provider against the visitor's answers and surfaces the best fits.

So the question "What are you looking for help with?" → attribute key modality → options CBT, EMDR, … and a high weight, means someone asking for EMDR meets the people who actually do EMDR.

How do I set it up?

  1. Enable directory matching and set the name you use for these people — singular and plural (therapist / therapists, advisor / advisors). It's used in the assistant's own wording.
  2. Add an intro message (a gentle lead-in before the questions) and a no-match message (shown when nothing fits, before offering a human handoff).
  3. Add your providers: name, credential, short bio, photo, and their attributes. Set Accepting new clients — someone at capacity can be listed as waitlist rather than hidden.
  4. Add your match questions.
  5. Run Test match — pick sample answers and see exactly who would be surfaced.

Test match with the awkward case, not the easy one. If a visitor picks the combination nobody covers, they get your no-match message and a human handoff — make sure that message is one you'd be happy for a real person to read.

Can each provider have their own booking link?

Yes. Set a Booking URL on the provider and it's used instead of native booking. Leave it blank to use built-in booking.

Is there a faster way to start?

If you're in a vertical we have a starter pack for, use Quick start → Apply. It seeds match questions (and crisis resources, where relevant) in one step, and leaves any providers you've already added untouched.