Voice agent
Plivo + Voice AI profile. Confirm slot or offer a later one. Emergency utterances: tell them to call emergency services.
Confirm the slot, recover the no-show, do not count voicemail as yes
Phone confirms slots and recovers no-shows with AMD and dialer modes; campaign replied is speech-to-text, not that they will attend. Qualification usually already happened on WhatsApp. Email still carries prep. The board moves only when calendars and staff say so.
- T-1 / no-show hop
- AMD on confirmation lists
- STT ≠ they will attend
The desk cannot dial every tomorrow slot
WhatsApp reminders still miss people who do not open chat. A blast that treats voicemail as “confirmed” fills chairs with ghosts. On CoPulse, outbound confirmation campaigns use Plivo with answering machine detection so a machine does not eat a full AI script or get logged as a live yes. Sequential, power, or parallel dialer mode is a campaign setting when you have a confirmation or no-show list — not a second CRM. Desk staff who take a human callback after handoff can use the browser softphone from Inbox → Live voice. Click-to-talk on the website is web voice, not this overlay.
Where this hop sits in the job
Enquiry and slot usually happen on web/WhatsApp. Phone is the reminder and recovery hop before consult. It does not diagnose. Treatment plan stays a post-consult column.
- Already an enquiry or a slot Do not spend voice minutes on an empty qualifier. Preferred_times and service_need should already sit on the contact.
- T-24h / T-1 confirm WhatsApp template first when the window is closed. Voice if no tap. AMD: machines are not confirmations.
- No-show morning Same-day later slot. Power or sequential dialer on that short list is the relevant product mode — see /channels/phone.
- Handoff to a person If they argue insurance or symptoms, escalate. Softphone is for that desk call, not for pretending AI attended the consult.
How it runs in CoPulse
Voice agent in Agent Studio with a training greeting. Confirmation campaigns pick dialer mode and AMD. Inbox shows live calls. Autonomous may include phone after approve — success is still sends/reads/contacted, not booked.
AMD on outbound
Classifies live answer vs machine on confirmation campaigns. A machine is not “they will attend.” Product detail: phone channel.
Dialer mode
Sequential, power, or parallel exists for outbound lists. Relevant here when you confirm tomorrow’s OPD or recover no-shows — not as a general call-centre pitch.
Softphone
Browser WebRTC for humans who take the confirmation or complaint after handoff. Not the same as web voice on the site widget.
Operator setup
Connect Phone (Plivo) after WhatsApp is live so the transcript lands on the same contact.
Setup → Channels (Phone / Plivo) → Agents → Studio (voice surface, greeting, handoff) → Growth campaign (dialer mode + AMD) for confirmation lists → wallet for minutes. Softphone: Inbox → Live voice.
Thursday OPD list without counting voicemail
Forty reminder calls are not a call-centre hire. The agent reads Thursday 10:30 already written by the appointment skill. AMD drops machines. A live “yes” is STT on the campaign — the board does not jump to Consult done. A “can’t come” offers 4:00 or hands off. Pickup or fasting questions that belong in email should not become a diagnosis on the call. That is the appointment reminder job, with phone as hop three.
No-show recovery: WhatsApp rebook, then same-day voice with a short power-dialer list if the desk is slammed. Independent practitioners can skip dialer modes and take the softphone themselves. Hospitals should router so cardiology confirms do not play a dental greeting.
This overlay is how phone sits on a healthcare Project, not a second product manual. The Patient Inquiry Qualifier still collects reason, service_need, location, and preferred_times. Knowledge bases hold Departments, Doctors, Beds, and Services — not a clinical chart. Appointments and calendars are slot truth. Inbox plus human handoff carries clinical questions. Pricing is wallet-only. Autonomous success is sends, reads, or contacted — not appointment booked. If a visitor describes an emergency, tell them to call emergency services immediately. AMD, softphone, and power/sequential/parallel dialer are documented on the product phone page. This overlay only uses them for confirmations and no-shows. Web voice stays on the website widget. Keep one Organization and a Project per facility or program. Preview the Organization wallet before a blast. Library templates are required outside the 24-hour WhatsApp window. Workflows fire on pipeline stage change only when you attach them. Do not invent extra board columns. Do not claim HIS or EMR replacement. Playbooks remain omnichannel URLs; this channel is one hop.
Phone across the care job
Voice is rarely the first hop. It is the confirm/recover hop.
| Job | This channel | Other hops | Exit |
|---|---|---|---|
| Enquiry | Usually not first | Web / WhatsApp / Meta | New enquiry |
| Slot | Only if chat went quiet after an offer | WhatsApp + calendars | Appointment booked |
| Reminder | T-1 with AMD | WhatsApp template | Confirmed speech or machine skipped |
| Consult | No-show recover same morning | Later slot on calendar | Still booked or lost |
| Plan | Human callback via softphone | Inbox | Treatment plan (staff) |
Playbooks that use this hop
Each playbook is the full omnichannel job. This channel is one step, not a second URL tree.
Guide: Voice confirmations
How this hop sits in the omnichannel job.
Guide →Appointment reminder
Template then voice. AMD on the call list.
Open playbook →No-show recovery
Same-day later slot; dialer mode if the list is long.
Open playbook →Appointment booking
Phone only if the slot offer in chat stalled.
Open playbook →Frequently asked questions
AMD, dialer, softphone — only as they affect confirms.
Does campaign replied mean they will attend?
No. It means speech-to-text after the prompt. Attendance is the consult. Slot truth is calendars.
Why mention AMD here?
Confirmation lists hit voicemail. AMD keeps machines from looking like live yeses. Full mechanics: /channels/phone.
Do we need a power dialer for a two-chair clinic?
No. Sequential or even one-at-a-time is enough. Power/parallel matter when a hospital desk confirms a long OPD list.
Softphone vs web voice?
Softphone is Inbox → Live voice for desk agents on Phone. Web voice is click-to-talk on the site widget.
SMS instead of calls?
Use WhatsApp templates and voice today.
Minutes billing?
Wallet-only. Pricing.
Related
Hub, sibling hops, product channel page, and the surface operators actually open.
Healthcare hub
Qualifier, catalogs, calendars, ICPs, and jobs.
Back to hub →Qualify and slot before you spend a minute.
Open →Web
Widget capture; web voice is not this phone overlay.
Open →Inbox live voice
Transcript and softphone beside the WhatsApp thread.
Explore →Phone on CoPulse
AMD, softphone, sequential/power/parallel dialer.
Product channel →Wallet-only pricing
Voice minutes debit the Organization wallet.
See pricing →Add confirmation calls to the same contact
Connect Plivo, set AMD on the reminder campaign, and keep calendars as slot truth.
Get started free