Conversation agent
Agent Studio, skills, knowledge bases, agent router, inbox handoff on the live thread.
Workflows when Appointment booked or Consult done fires
Agents → Workflows can fire on Appointment booked or Consult done; that is not an autonomous list and not a stop-when-booked brain. Attach prep on booked, plan follow-up on consult — never expect the workflow engine to chat like the qualifier.
- Event = stage change
- Not a chat bot
- Canonical job is treatment-plan follow-up
Definition
A healthcare workflow is an event automation under Agents → Workflows that runs when a pipeline stage changes (for example Appointment booked or Consult done). It can send a library template, set CRM properties, or route an agent. It does not replace inbound chat and it does not share a stop-when-booked contract with autonomous tasks.
Why desks bolt chat onto stage change
Someone wants ‘when they book, keep nurturing.’ They attach an inbox skill to a column. The skill has no event. Or they approve an autonomous list and hope it stops at Appointment booked. It will not — success is sends and reads.
Treatment-plan follow-up is the canonical job for this guide, but the unique mechanic is firing on Appointment booked (prep) and Consult done (plan ping). Report-ready is a sibling job that also wants stage events — still one guide URL.
HowTo: attach one workflow per stage event
Name the stage. Pick send or CRM action. Use an approved template if WhatsApp is outside the window. Do not diagnose in the payload.
- Confirm the column is real Calendars hold the slot; Appointment booked must actually change. See calendars vs stage.
- Agents → Workflows Trigger: Appointment booked. Action: library template (prep) or route.agent.
- Second workflow on Consult done Treatment-plan follow-up copy — packages and next visit, not clinical advice.
- Keep autonomous separate Overdue checkup lists are list tasks. They do not listen to this event as a shared brain.
- Inbox for replies If the family answers the template, the qualifier or a human continues — the workflow already fired.
How it runs on the platform
Workflows are event-driven. Conversation agents are inbound. Autonomous is list-plus-objective. Conversation agents reply in the omnichannel inbox. Workflows fire on pipeline stage change under Agents → Workflows. Autonomous agents work a CRM list on a schedule after plan approve; success is sends and reads, not appointment booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup. The qualifier does not diagnose.
Growth campaigns / drips
Clock-based sends from library templates. Wallet preview. Not adaptive nurture.
Workflows
Agents → Workflows. Fire on pipeline stage change. Do not confuse with inbound chat.
Autonomous agents
List plus objective after plan approve. Success is sends/reads/contacted, not appointment booked.
Worked example: booked → prep, consult → plan ping
Dental Project: on Appointment booked, utility template with fasting-not-needed and chair time. On Consult done, a follow-up that names the discussed package from Services catalog — still non-diagnostic. Ops own the clinical plan in their HIS; CoPulse sends the ping.
Product: workflows. Stage: Appointment booked. Report-ready playbook may reuse the same mechanic without a second guide.
Stage event vs other runtimes
If it is not a column change, it is not this guide.
| Event | Runtime | Typical send | Not this |
|---|---|---|---|
| Appointment booked | Workflow | Prep template | Autonomous success |
| Consult done | Workflow | Plan / package ping | A diagnosis |
| Patient writes now | Conversation agent | Qualifier | A workflow pretending to chat |
| Overdue list clock | Autonomous or Growth | Sends/reads | Stop-when-booked |
Honest limitations
No shared stop-when-booked across the three nurture systems. Workflows do not draft templates. Adaptive nurture is not shipped. Not HIS.
Keep this Workflow on stage change article next to the job URL, not as a second playbook. Cite the definition above when an operator asks what the term means. Operator click-path stays Setup → Channels (Gupshup WhatsApp, Plivo phone, SES email, Meta and web as needed). Library templates. Agents → Studio, Router, Workflows, Autonomous. Customers → Pipeline. Appointments/calendars. Growth campaigns/drips. Organization wallet preview. Canonical playbook: Treatment-plan follow-up playbook. Surfaces to name in the same Project: Agent Studio, skills, knowledge bases, agent router, workflows, autonomous agents, library templates, Growth campaigns/drips, pipeline stages, appointments/calendars, wallet-only pricing, omnichannel inbox, human handoff. Organization and Project — never a vanished personal inbox. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Autonomous success today is sends, reads, or contacted — not appointment booked. Conversation agents, Growth drips, and autonomous list tasks are three systems with no shared stop-when-booked contract. Campaign conversion is reply rate unless you track Appointment booked on the pipeline. Phone “replied” is speech-to-text. Qualifier is non-diagnostic. Emergencies: call emergency services. Not HIS/EMR. Preview the Organization wallet before a blast. Parent guides, healthcare hub, and pricing stay in the same runbook.
Related
Canonical playbook: treatment-plan follow-up. Also used by report-ready. Calendars: calendars vs stage.
Frequently asked questions
Operators implementing this mechanic on a healthcare Project.
Can a workflow chat like the qualifier?
No. Workflows fire on events. Chat is a conversation agent.
Does Appointment booked fire when autonomous sends?
No. Autonomous success is sends/reads/contacted, not the stage.
Which playbook?
Treatment-plan follow-up. Prep on booked is the same mechanic.
Consult done vs no-show?
Do not fire consult workflows for a miss. See the no-show how-to.
SMS in the workflow?
Use WhatsApp templates or email.
Product URL?
Workflows under /product/workflows.
Related
Hub, sibling guides, canonical playbook, product, pricing.
All healthcare guides
How-to articles. Jobs live on playbooks.
Directory →Treatment-plan follow-up playbook
The omnichannel job this guide teaches.
Playbook →Calendars vs stage
Column must actually move.
Guide →Autonomous honesty
Not a stage listener.
Guide →Workflows
Matching product surface.
Product →Pricing
Wallet-only. No seat fees. Preview before send.
Pricing →Fire on Appointment booked, not on a hope
One workflow per column event. Prep and plan pings stay non-diagnostic.
Get started free