Conversation agent
Agent Studio, skills, knowledge, router, inbox handoff.
Calls without the WhatsApp thread are a second silo
A calling team without an omnichannel inbox still loses the WhatsApp thread; CoPulse voice sits beside chat, with AMD on outbound campaigns. Phone replied is speech-to-text, not that they will attend. Softphone is for human handoff after AI, not a full BPO replacement story we will not prove.
- Voice beside chat
- AMD on confirms
- STT ≠ attendance
A dialer farm that never sees the qualifier
Hospitals hire callers to confirm OPD. Agents have no WhatsApp thread, no preferred_times, and log “interested” as attendance. CoPulse Plivo campaigns can sequential/power/parallel dial with AMD so voicemail is not a yes. Desk humans use Inbox → Live voice. Web voice on the site widget is not this BPO. We do not invent BPO per-seat prices.
Jobs, then hops
Qualify and book on WhatsApp/web first. Voice confirms and recovers. Email is prep. There is no compare×WhatsApp nested URL.
- Qualify on chat Do not spend minutes on an empty contact.
- Book calendars Then remind.
- Confirm AMD. Dialer mode if the list is long.
- Recover Same-day later slot. Still not Consult done.
How CoPulse runs it
Voice agent + phone overlay. Not a claim that AI replaces every human caller for complaints and insurance.
Growth drips / campaigns
Clock-based. Wallet preview. Not adaptive nurture.
Workflows
Agents → Workflows on pipeline stage change.
Autonomous outbound
Optional lists. Success is sends/reads — not appointment booked.
Operator setup
Organization wallet. Project channels. Healthcare pipeline labels. Not HIS/EMR.
Setup → Channels (WhatsApp/Gupshup, Phone/Plivo, Email/SES, Web, Meta as needed) → Library templates → Agents → Studio (qualifier, catalogs, appointment skill, emergency guardrail) → Router → Workflows → Customers pipeline (five columns) → Appointments/calendars → Growth with Organization wallet preview.
Thursday list without counting voicemail
BPO: 40 dials, 10 machines logged as confirm. CoPulse: AMD drops machines; STT yes stays Appointment booked; misses go to no-show-recovery. Show-rate survives.
Stay on a calling team if regulators or language coverage demand humans on every outbound and you will paste every note into HIS anyway. Add CoPulse when the WhatsApp thread must travel with the call.
Read this page as a jobs brief, not a lawsuit. The CoPulse column is the product you can click: Setup → Channels, Library templates, Agent Studio, agent router, Agents → Workflows, autonomous list tasks (sends and reads, not appointment booked), Growth campaigns/drips, five healthcare pipeline stages, appointments/calendars, omnichannel inbox, human handoff, Organization wallet. The Typical clinic / hospital calling team column is category positioning. If that vendor shipped a new WhatsApp or voice module this quarter, believe their docs over our “typical” cell. We still will not invent their price. Operators implementing after a bake-off should run patient qualification, appointment booking, and no-show recovery on a Project — those URLs are the jobs, not nested channel clones. Adaptive nurture is not shipped. WhatsApp live catalog is Gupshup. Phone “replied” is STT. Campaign conversion is reply rate. CoPulse is not HIS/EMR. The qualifier does not diagnose. That is the honest footer for Call center.
Vs-grid (category, not a smear)
CoPulse cells match the product. Typical clinic / hospital calling team cells describe how that category is usually sold. Check the vendor for current modules. We never invent their pricing.
| Capability | CoPulse | Typical clinic / hospital calling team |
|---|---|---|
| Omnichannel inbox | One patient inbox: WhatsApp, email, web chat, Instagram, Messenger, and voice on the same contact. | Call recordings in a telephony suite. WhatsApp usually elsewhere. |
| WhatsApp templates + 24h window | In-session free-text via the conversation agent. Outside 24 hours, approved library templates on Gupshup. | Not the core. Maybe a supervisor’s phone. |
| Voice AI | Plivo voice AI with AMD and dialer modes on campaigns. Phone replied is speech-to-text, not attend-intent. | Human agents. AMD/dialer varies by the dialer vendor — check them. We do not quote AHT prices. |
| Pipeline / deals | Default healthcare columns: New enquiry, Appointment booked, Consult done, Treatment plan, Recurring patient. | Disposition codes, not five healthcare CRM columns. |
| Appointments / calendars | Slot truth lives on Appointments. Autonomous success is sends/reads, not appointment booked. | Often a separate HIS or Google Calendar. |
| Qualifier | Patient Inquiry Qualifier: reason, service, location, times. Non-diagnostic. Emergencies: call emergency services. | A script on paper. Diagnosis risk if they “triage.” |
| Campaigns / drips | Growth campaigns with wallet preview. Conversion is reply rate unless Appointment booked is tracked on the pipeline. | Callback lists, not Growth templates. |
| Conversation agents | Agent Studio, skills, knowledge catalogs (Departments, Doctors, Beds, Services), router, inbox handoff. | People. CoPulse AI is optional on the same hop. |
| Workflows | Agents → Workflows on stage change: agent.run, route.agent, crm.set_custom_properties. Not adaptive nurture. | Dialer campaigns, not CRM stage-enter graphs unless they integrated. |
| Autonomous outbound | List/objective sends after plan approve. Success is sends, reads, or contacted — not appointment booked. | Predictive dialers are not CoPulse autonomous (sends/reads on lists). |
| Pricing | Organization wallet only. No seat fees. We do not invent competitor prices. | Seats, shifts, telecom. We do not invent those numbers. CoPulse minutes are wallet-metered. |
| HIS / EMR / listing apps | Engagement only. We do not replace hospital information systems, EMR, billing, pharmacy, or listing marketplaces. | Sometimes integrated to HIS. CoPulse still is not HIS. |
Playbooks to run, not a dump
Bake-offs fail when they stay on checkmarks. Run these three jobs on a Project.
Patient qualification
Four fields. Non-diagnostic. Emergencies to emergency services.
Open playbook →Appointment booking
Calendars first; Appointment booked follows. Not an autonomous trophy.
Open playbook →No-show recovery
Stay off Consult done. Offer a later slot on the same contact.
Open playbook →Frequently asked questions
Including when to stay where you are.
When should we stay on a calling team?
If every outbound must be human and you already have HIS-integrated telephony, keep the BPO. Add CoPulse when WhatsApp, templates, and AMD confirms should share the contact.
Do you list their prices?
No. Seat and conversation packs change. CoPulse publishes wallet markups on pricing: no monthly seats; messaging 1.10×; voice AI and LLM 1.30×; campaign preview before send.
Is this a complete feature matrix?
No. Named vendors ship add-ons. Our CoPulse column is the repo. Their column is category-typical. Ask them for a current demo.
Will autonomous tasks stop when an appointment is booked?
No. Success is sends, reads, or contacted. Use the appointment skill, drips, and voice confirms for the slot job. Appointment booked is a column plus a calendar fact.
WhatsApp provider?
Live catalog is Gupshup. Connect it under Setup → Channels. Product: WhatsApp.
Can we dual-run?
Yes. Keep a CRM of record if reporting lives there. CoPulse is the omnichannel execution Project. CSV import is v1. We do not invent a native sync.
Related
Parent compare hub, sibling bake-offs, product, pricing.
Compare hub
All healthcare bake-off pages.
Directory →WhatsApp inbox
The silo the BPO cannot see.
Open →Chatbot widget
Web voice is not a call center.
Open →Phone on CoPulse
AMD, softphone, dialer modes.
Explore →Healthcare hub
ICPs, channels, pipeline, playbooks.
Hub →Wallet-only pricing
No seat fees. Usage from the Organization wallet.
Pricing →Bake off on a live Project, not a slide
Connect WhatsApp and voice, run qualification and a calendar slot, recover a no-show on the same contact, preview the wallet.
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