Take what a member describes, run the club's red-flag rules over it, and route them to a named clinician on shift — the agent records the description and the destination, and decides neither.
Intake in the member's own words, from the club app, the front-desk kiosk, a coach or the clinic's form.
02
Normalisation of site, side, onset and mechanism into the fields the club's pathway expects.
Reason
03
Red-flag rules first, ahead of the model, on the terms the club's clinician signed.
04
Routing rules configured per site — who covers what, on which days, from when.
05
Destination checks against the current directory, so nothing routes to a service that closed.
Decide
06
Anything outside the configured pathways is marked unrouted, not guessed.
07
Handover to the named clinician or duty first-aider on shift.
Out
08
Retention of the description, the rule that fired, the destination and the clinician on it.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent records what was described and where it was sent; a named clinician decides what is wrong, and the club answers for the care.
Example workflow
One description, intake to pick-up
AgentHuman
1Description receivedClub app, front-desk kiosk, coach referral or clinic intake form
2Words capturedSite, side, onset and mechanism, each kept in the words the member used for it
3Route draftedDestination, the rule that fired and match confidence
4Controls appliedRed-flag rules, pathway and staffing checks, directory verification and the confidence threshold
No human action required
Stages 1 to 4 run unaided, and nothing clinical is decided at any of them — the agent describes and routes, and the clinician's lane opens at the gate.
5DecisionBranches at the red-flag screen
Clear match
Goes to the named clinician on shift.
Flag or doubt
Goes to the duty clinician at once.
Clinician pick-up
The routing arrives with the description, the rule that fired and the destination.
Accept · Redirect · Escalate to urgent
Accepted — a clinician owns it▼
6Member record updatedOnly where write access and routing policy allow it
7Outcome evaluatedRedirect rate, time to pick-up, under-triage cases and what the clinician found
Redirects
A clinician redirect is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Deciding what the problem is, or how serious it is.
Telling a member to rest, train on or self-manage.
Resolving a red-flag presentation in the conversation.
Clearing anyone to return to play or to train.
Automation boundaryAgent acts unaided
✓Record what the member describes, in the words they described it in.
✓Run the club's red-flag rules before anything else runs.
✓Check the destination is one the club currently staffs.
✓Hand it to the named clinician on shift, and log who picked it up.
Any write happens inside the boundaries agreed at implementation, never ahead of a clinician.
Judging whether a concussion has happened.
Naming a condition, a tissue or a likely cause.
Interpreting a scan, a wearable stream or a test.
Changes to the red-flag list or the pathways.
Example output
One description, annotated
Everything the agent sends on is attached to the words it was drawn from.
Routing output · single descriptionIllustrative example
Member
Described as
Reported at
Routed to
Confidence
Rule fired
Adult, gym floor
Rolled my ankle on a box jump, it is swelling, I can stand on it
18:42 local
Club physio clinic
88%
No red-flag rule fired
As receivedTaken from the member's own words and the time it was entered — nothing on this side is interpreted.
What was capturedSite, side and onsetMechanism givenTime entered
Why this routeIt matches the pathway the club configured for that site — and no cause is named.
ActionAcceptRedirectEscalate to urgent
What the score decidesBelow the configured threshold, or on any red-flag rule, it goes to the duty clinician at once.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every descriptionFrom the member's words
03Routing
Match the pathway
Work from the red-flag rules the club's clinician signed and the pathways it staffs.
01Approved path
Route it, do not read it
The description reaches a named clinician without a queue to watch.
02Human review
Send red flags straight through
Red-flag rules fire ahead of the model, so a presentation that cannot wait moves before anything is weighed.
04Build an evidence trail
What was described, what routed it and who picked it up stay on the record.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Club managementMindbody · Glofox ABC Fitness · Perfect Gym
Member appsClub app · web intake form Front-desk kiosk · staff entry
Clinic systemsCliniko · Nookal · Halaxy Jane · TM3 · practice diary
Aggregate redirect rates hold steady while back pain with leg symptoms absorbs the redirects. Nestack reports the clinician-redirect rate by presentation type, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Back pain with leg symptoms
7.8%
3.8×
Review
Head or neck knocks
5.9%
2.9×
Review
Returning after a layoff
4.1%
2.0×
Watch
Simple strains and knocks
1.8%
0.9×
Normal
Bar: clinician-redirect-rate lift vs. simple-strain baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
What happens after a bad routing
The loop shuts when the miss is a case in the suite, not when it has been explained. That suite is what the next routing out of intake is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Redirect rate rises in a presentation type.
02Diagnose
Which rule fired, and on what words? A clinician reads back until one cause is left.
03Improve
Whatever changes ships against a version, with the presentations that prompted it attached.
04Verify
Nothing ships until the affected cases pass a second time.
05Learn
The suite grows by one case; so does the red-flag list.
Learn → DetectThe return edge. What the next miss is measured against has grown by one.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, routing workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Intake workflow discovery and boundary definition.
02Club, app and clinic source assessment.
03Red-flag rules and referral-pathway directory mapping.
04Intake ingestion and description normalisation.
05Routing logic and red-flag precedence.
06Confidence scoring and duty-clinician routing.
07Clinician pick-up workflow.
08Clinic and club-system integration.
09Under-triage regression cases.
10Guardrails and red-flag controls.
11Routing-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne site, one clinicProductionProduction club systemsAdvancedMultiple sites / brands
Introduced at Pilot
Routing to your rules and pathways✓✓✓
Clinician pick-up✓✓✓
Routing-consistency baseline✓✓✓
Introduced at Production
Reporting by presentation type—✓✓
Pick-up workflow in your systems—✓✓
Approved write-back—✓✓
Practice-management integration—✓✓
Introduced at Advanced
Multi-site pathway rules——✓
Cross-site clinician rotas——✓
High intake volume——✓
Multi-clinic routing controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, transaction volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your intake fields and description structure→Intake ingestion and description mappingWeek 1
02Representative member intakes→Routing baseline, rule extraction and destination bindingWeek 2
03Your red-flag list, signed by a clinician→Red-flag rules and referral-pathway directory mappingWeek 1
04Access to relevant APIs, feeds or exports→Club, app and clinic assessment, then integration setupWeek 2
05Routings that sent someone the wrong way→Under-triage cases and failure-mode testingWeek 4
06Where description stops and assessment begins→Confidence scoring, duty-clinician routing, guardrails and controlsWeek 3
07Named clinicians to pick intakes up→Clinician pick-up workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
The bands follow real work rather than a plan, so evaluation and pilot genuinely share the fifth week.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Intake workflow discovery, red-flag mapping and the automation boundaryW2Source integration and the routing baselineW3Routing workflow, confidence logic and pick-up controlsW4Evaluation suite, red-flag checks and under-triage failure testingW5Clinic integration, pilot intakes and targeted correctionsW6A live intake queue routed under clinician supervision, then handover
Reading the bandEach bar covers only the weeks its work is named in. The fifth week genuinely carries two kinds of work.
At the end of W6Once the queue validates, Agent Care owns the running agent.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Sports & Fitness agent
Build an injury-routing agent around the clinicians you already have.
Show us how a member reports an injury today and who picks it up. You bring the red-flag list a clinician has signed, the pathways you actually staff and the names on shift.
