An AI support agent for This Way Up
Handles the four asks that flood the inbox — resend a lost program link, pause a program (with clinician courtesy for clinician-guided ones), unsubscribe granularly, delete an account safely — and answers questions across the full program library. Warm, plain-English, Australian. With a hard-coded safety layer that signposts crisis support before anything else.
Try the This Way Up assistant
Open the chat below and play a patient. The AI looks up account data (mocked to Jane Doe's profile), performs real write actions on the fake account, and quotes what changed. Try any of these prompts — click to copy, then paste into chat.
Click any prompt to copy it.
This is a demo — not a crisis service
If you are in immediate danger, please call 000. For 24/7 crisis support in Australia, Lifeline is on 13 11 14 or text 0477 13 11 14. Beyond Blue is 1300 22 4636. Full urgent-help directory: thiswayup.org.au/urgent-help.
What the assistant handles
Four dedicated workflows for the requests the team currently answers by email, plus a knowledge fallback that draws on the full library from thiswayup.org.au. Every turn is checked against a crisis guardrail before anything else happens.
Resend prescription / access link
Looks up the account by email, quotes back one identifying detail to confirm, then resends the program link to the account email. Idempotent — never fires the send tool twice.
Pause a program
30, 60, or 90 days. Scans the opening message so a patient who says "pause my depression program for 30 days" isn't re-asked. Clinician-guided programs get an automatic courtesy note to the prescribing clinician.
Unsubscribe from notifications
Granular — lesson reminders, progress updates, clinician check-ins, marketing. Defaults to protecting clinician check-ins unless the patient explicitly opts out. Never a blunt "off for everything".
Delete account
Warns explicitly about irreversibility, program progress loss, and clinician visibility loss. Offers pause as an alternative. Only submits on an explicit "yes, delete" after the warning. Backups retained 90 days per privacy law.
Knowledge fallback
Pricing, insurance rebates, program list, how clinician-guided vs self-guided works, CBT explainer, privacy, clinician onboarding. Grounded in scraped articles from thiswayup.org.au plus targeted gap-fillers.
Crisis safety (hard-coded)
Any indication of self-harm, suicidal ideation, or acute crisis skips the task workflow entirely. Signposts Lifeline (13 11 14), Beyond Blue (1300 22 4636), and 000. Never diagnoses, counsels, or continues with the original request.
Voice channel — same assistant, on a real phone line
Same workflows, same safety layer, same warm tone — on voice. English STT tuned for This Way Up terminology (CRUfAD, CBT, program names, Bupa, HCF, Lifeline). Every call opens with a crisis signpost. Try it now:
📞 +1 (260) 217-9993 (sandbox uses a US number — production would be a local AU line)
How this sandbox was built
Wired from public thiswayup.org.au content plus a mocked patient database. Ready to swap mocks for real integrations in production.
Mapped the four common asks
Resend link, pause, unsubscribe, delete. Each is a dedicated specialist workflow with its own auth gate, confirmation pattern, and write-action tool.
Loaded the library
Every program page from thiswayup.org.au plus targeted articles for pricing, insurance, privacy, clinician access, and the urgent-help directory. 100+ articles the AI can cite when patients ask.
Mocked the patient stack
Five mock tools shaped like real patient-database calls — account lookup, resend, pause, notification prefs, deletion. Every write is idempotent and returns a reference for audit.
Layered the safety guardrail
A crisis message check runs on every customer turn, above every workflow. Any signal of self-harm or acute distress overrides the task in-flight and signposts Lifeline / Beyond Blue / 000.
What's next
Four steps from this sandbox to a real patient-facing deployment.
Wire into your patient database
Replace mock lookups with real reads and writes — patient accounts, program state, notification prefs, deletion queue. Read-only at first for confidence.
Provision the phone line
A local AU number instead of the sandbox US number. Voice routes to the same workflows with a local greeting and clinician-shaped hold music if you want it.
Enable write actions one at a time
Resend first (lowest stakes). Then unsubscribe. Then pause. Delete last, behind extra internal review. Each gated on measured success rate.
Extend into the clinician side
Once the patient side is stable, layer the clinician-facing workflows — patient progress lookups, prescription resends, bulk enrolment. Same AI, same safety, wider reach.
What this means for This Way Up
Built for the reality of running a not-for-profit mental health service.
The support inbox stops being the bottleneck
The four asks that fill the queue get resolved in seconds, at any hour. The team focuses on the ones that actually need a human.
Patients get answers when they need them
2am? Weekend? Public holiday? Same instant, considered response. Never a "we'll get back to you Monday".
Safety-first by design
No diagnosis. No clinical advice. No hallucinated transfers. Crisis signposting hard-coded above every workflow. Australian English throughout.
Clinician-aware
Clinician-guided programs get automatic courtesy notes when paused. Patient's prescribing clinician stays informed without extra work for the ops team.
Phased rollout, low risk
Start read-only. Enable each write action with measured success rate. The agent earns each new capability gradually.
Scales with program volume
Whether the caseload is 5,000 patients or 50,000, the agent handles the volume without proportional ops headcount. More time for programs, less for tickets.
Ready to walk the team through it?
Happy to do a screen-share, walk through what a real integration would look like, and answer any questions.
Talk to the team