Core concepts

#Clinic

A clinic is a Voxlera customer and the boundary around all of its data. Patients, calls, messages, templates and settings belong to exactly one clinic, and nothing is ever shared between clinics. Anything you build will always act on behalf of one clinic.

A person can belong to several clinics (for example, a group with several locations) and switch between them in the dashboard, but each clinic’s data stays separate.

#Patient

A patient is a person the clinic communicates with. Most patients come from the clinic’s practice management system (PMS), which Voxlera syncs with. People who submit an embed are recorded as leads or requests first, and become patients as they progress.

#Agent

An agent is an automated workflow that contacts patients for one purpose:

Agents run in the background on a schedule or in response to a form submission. Every outbound action — each call and each message — is queued and processed asynchronously, never inside a web request.

#Channels

Voxlera contacts patients by voice call, SMS and WhatsApp. Every AI call opens by telling the patient it is automated and recorded; clinics cannot remove this.

#Consent

Voxlera only contacts a patient on a channel if it holds an active consent record for that patient and channel. Each record says where the consent came from (for example the clinic’s PMS, a member of staff, the patient messaging first, or a web form) and keeps evidence of it. Consent can be revoked at any time, and a revoked record is kept as proof of what was agreed and when.

This is why embeds can’t be replaced by a custom form today: the embed is where consent is collected in approved wording.

#Languages

Two separate lists matter:

• Call and message languages — what the AI speaks with patients. Turkish and English are fully supported; Russian and German are available when staff choose them for a specific patient or call. The international enquiry form accepts more preferred languages for its own funnel.
• Dashboard languages — what staff read: English, Turkish and Russian.

#Time

Every clinic has a time zone. Schedules like call windows and consultation time bands are in the clinic’s local time, with one exception: the international enquiry form uses the patient’s own time zone. Timestamps in API responses are ISO 8601 in UTC (see Conventions).

#Templates and placeholders

The words agents use come from templates that clinics edit. Templates contain placeholders like {{patientFirstName}} and {{appointmentDate}} that are filled in for each patient. If a required placeholder has no value, nothing is sent — the job fails visibly instead of sending a message with a gap. See Templates and placeholders.