Platform/How agent packs work
Agents with jobs, tools and rules they can’t break.
Each agent has one job and the tools to do it. A supervisor hands every message to the right one, and they all share one memory of every customer.
agent: clinic-front-desk
job: Answer patients and manage their visits
channels: [phone, whatsapp, sms, web, email]
tools:
- verify_identity(name, date_of_birth)
- find_slots(service, clinician, day)
- book_appointment(patient, slot)
- reschedule / cancel_appointment / join_waitlist
- request_human(reason, urgency)
never:
- diagnose or say what a symptom means
- suggest or change a medicine
- read out or explain test results
- share records before identity is proven
emergencies: emergency number first, then on-call staff
workflows:
- reminder 24h before, waits for the reply
- no-show follow-up, refill requestsAnatomy of an agent
Four things make an agent.
Not a general chatbot. Each specialist is built from the same four parts.
Part 02 of 04
Real actions, not guesses
Agents don't guess availability or coverage. They call tools on your real records, with checked inputs, and say what the tool returned.
Callfind_slots()
service: "Blood test", clinician: "Dr. Patel", day: "Thu"3 slots: 10:30 AM, 2:00 PM, 4:15 PMChecked against your clinic's calendar
Donebook_appointment()
patient: "Maya R.", slot: "Thu 10:30 AM"Booked · reference #57Reminder workflow started
The supervisor
Every message reaches the right specialist.
Safety and identity first, then the person's memory, then the agent whose job it is, and your team whenever it needs a person.
Example message“I switched to Cigna, U4417820”WhatsApp
Insurance Verification confirms Cigna is active ($25 copay) and replies: “Got it, Maya. Your Cigna coverage is verified for Thursday.”
If the member ID doesn’t match or coverage has ended, it goes to the front desk with the whole conversation attached.
Shared memory
It remembers the person, on every channel.
No one repeats their story. A call, a WhatsApp reply and an SMS reminder all write to one shared timeline.
Staff note: Prefers morning visits. Speaks English and Hindi. Send receipts by email.
Recent, across channels
- WhatsApp
Insurance Verification: “I switched to Cigna, U4417820”: verified, $25 copay
- Phone
Clinic Front Desk: Inbound call (1m 18s). Booked Thu 10:30 with Dr. Patel, #57
- SMS
Schedule Optimizer: Offered Wed 4 PM from the waitlist; declined
Autonomy
You decide what runs on its own.
Every action that reaches a customer has a setting. Start careful, and loosen it when it has earned it. The morning brief tells you when.
Clinic Agent Pack
Ops Supervisor · morning brief
Ready for Automatic?
Reminders: 120 sent, 0 corrections in the last 14 days.
Your team approved every reminder without an edit. Let them go out without a notification?
Ready-made teams
Pick the team for your business.
Each pack is a set of specialist agents that share one memory and pass work to each other. Clinics and small businesses today; four more industries are in development.
Answers patients 24/7, verifies identity, registers new patients and books, moves and cancels visits.
Fills cancelled slots from the waitlist in minutes and asks likely no-shows to confirm early.
Checks in after the visit. Anyone not feeling well goes straight to your care team.
Brings overdue patients back for annuals and follow-ups, within consent and weekly limits.
Asks how the visit went, invites happy patients to review and sends complaints to you first.
Reads referrals from fax or email, creates the patient and invites them to book once you approve.
Checks every patient's coverage days before the visit and asks them to fix problems.
Spots visits that need authorization and tracks them to the payer's decision.
A one-page pre-visit sheet for each clinician, every evening, from your own records.
Sends bills with pay links, reminds until paid and acknowledges payment.
Follows each claim to paid, sorts denials by reason and drafts appeals for staff.
A 7 AM brief of what the agents did and the few things that need you.
One patient, start to finish
Every step handed from one agent to the next, with one shared memory.
Insurance VerificationMaya R.Coverage active
Copay $25 · checked 3 days before the visit