How agents work

An agent is an automated assistant with one job, like reminding patients of appointments or booking checkups. Each agent decides who to contact from your PMS data or a form submission, then calls or messages them within the rules you set.

#The agents

#Rules every agent follows

#Automatic outreach must be on

Nothing is called automatically until you switch on Automatic Outreach on the Call Queue page. While it’s off, calls agents want to make wait in the queue, and staff can still place any of them by hand with Call now.

#Calls only happen in your active hours

Under Agents → Configuration → General → Active hours you set, for each day of the week, when agents may call. A call that becomes due outside those hours waits in the queue until they open. Staff get a warning if they try to place a call by hand outside them.

#Only patients who can be contacted are contacted

Before any call or message, Voxlera checks that:

• the patient is eligible for outreach — see outreach rules;
• there is a valid consent record for the channel, where one is needed;
• the patient hasn’t asked for their data processing to be restricted.

#Every call discloses that it is automated

Every AI call opens by telling the patient they are speaking to an automated assistant and that the call is recorded. This is required by law and is built into every script — it can’t be edited out.

#Unanswered calls are retried

If the patient doesn’t answer, the agent tries again later. For each agent you can set Max attempts and Time between attempts under Configuration → Agents. The queue shows how many attempts a call has had, for example “2 / 3”.

#A person can always take over

When a patient needs a human, the call is flagged on the Needs a human card on the overview. During a live call, staff with permission can use Transfer to front desk to take it over. You can also set phrases that make the AI hand the call to a phone number you choose (Configuration → Advanced → Transferring calls).

#Shaping how the agent sounds

Agents → Configuration also controls:

• Voices — one voice per language, with a preview.
• Voice tuning — stability, clarity, speed and style.
• Advanced — how quickly the agent replies, what it does on voicemail or when the patient goes quiet, and how it ends calls.
• Knowledge — notes and files about your clinic (prices, directions, parking, policies) that the agent can use to answer questions.

The actual words are in Templates. Try changes in the Playground before real patients hear them.

#Languages

Agents speak Turkish and English, chosen per patient from their record and your clinic’s default. Russian and German calls are also available, but only when a member of staff picks them for a specific patient or call — they can’t be a clinic’s default language yet.