Reminder and follow-up call campaigns

Users and Owners in your clinic can run campaigns. You need three things:

• An AI agent for these calls. Use a separate agent, not the one that answers your clinic’s phone, so that its instructions are only about the reminder. See Creating your AI agent.
• A phone number. Patients see this number when your AI agent calls. If they call back, they reach the AI agent or team that answers this number, so choose a number that has one. See Choosing which AI agent answers a number.
• A patient list. A spreadsheet file with one row per patient. The next section explains how to make it.

Follow your clinic’s rules on contacting patients. Put in the list only the details your AI agent needs for the call.

Your IT team can also connect your clinic’s software so that it starts these calls by itself: see Starting calls from your own software.

1. In the menu on the left, click Tools & Actions, then Outbound.
2. Click + Campaign.
3. On the right of the screen, click Download template. Open the file in your spreadsheet program, such as Excel.
4. Keep the first row: it holds the column names. Below it, put one patient on each row.
5. In the number column, write the patient’s phone number with its area code, such as 514-555-0123. For a number outside Canada and the United States, start with + and the country code. This is the only column you must fill in.
6. In the name column, write the patient’s name. It’s for your own list: your AI agent doesn’t see it.
7. Replace the template’s third column with the details your AI agent needs, one column each, such as first_name, appointment_date and doctor. Write each column name in lowercase, in one word, with _ instead of spaces.
8. Don’t use commas inside a cell: write “Tuesday November 10 at 9:30 a.m.”, not “Tuesday, November 10”. Save the file. If your spreadsheet program asks, keep the current file type.

For example, one patient’s row could contain:

• number: 514-555-0123
• name: Marie Gagnon
• first_name: Marie
• appointment_date: Tuesday November 10 at 9:30 a.m.
• doctor: Dr. Tremblay

Every column other than number and name becomes a detail your AI agent can use during that patient’s call. To use a detail, write its column name between double curly braces in the agent’s instructions, such as {{appointment_date}}. On each call, AlloMia puts that patient’s value in its place.

1. In the menu on the left, click Voice Agents, then click the AI agent that will make the calls.
2. Click the Workflow tab. The agent’s instructions are in the System Prompt box. If you don’t see the Workflow tab, ask the partner who set up your clinic.
3. Write what the agent must do on the call, using your column names. See the example below.
4. On the Conversation tab, write a short greeting with no patient details in the Greeting Message box. Details work only in the instructions, not in the greeting. For example: “Hello, this is the AI agent of Clinique des Érables.”
5. Click Save Settings.

Example of instructions for a reminder call: “You call patients of Clinique des Érables to remind them of their appointment. First, ask if you’re speaking with {{first_name}}. If not, say you’ll call back later and end the call politely, without giving any details. If yes, remind them of their appointment on {{appointment_date}} with {{doctor}}, and ask if they can come. If they need to change it, ask them to call the clinic at 514-555-0100. Never give medical advice.”

For more tips, see Writing instructions for your AI agent.

1. In the menu on the left, click Tools & Actions, then Outbound. Click + Campaign.
2. In Run Name, give the campaign a name you’ll recognize, such as “Reminders for November 10”.
3. Leave Run Type on Manual. The other choice isn’t available yet.
4. In Phone Number, choose the number patients will see when your AI agent calls.
5. In Agent, choose the AI agent that makes the calls.
6. In Choose when to send, choose Send Now. For now, don’t use Schedule for later: the calls may not start at the time you pick.
7. Drag your patient list onto the Upload CSV card, or click the card to choose the file. Click Preview and check every row.
8. Click Start Run. AlloMia starts calling every patient on the list right away, several at a time.

Check the list carefully before you click Start Run: once the campaign has started, you can’t stop it. Start it at a time of day when your clinic would call patients itself, and read the yellow note on the screen about not being marked as spam.

• The phone rings, and the patient sees the number you chose in Phone Number.
• When the patient answers, your AI agent says its greeting, then follows its instructions with that patient’s details.
• AlloMia calls each patient once. If nobody answers or the line is busy, it doesn’t call again.
• AlloMia can’t tell a voicemail from a person. If voicemail answers, your AI agent talks as if a person had answered, and what it says may be recorded on the patient’s voicemail. Keep health details out of the greeting and the first sentences.
• If the patient calls the number back, the call goes to the AI agent or team that answers that number.

• The campaign appears in the list on the left, with its status under its name: Running while the calls are under way, then Completed. Failed means that none of the calls went through, for example because nobody answered. Reload the page to see the latest status.
• Click the campaign, then Preview, to see each patient’s status: pending or calling while the campaign runs, then completed (the call was answered, by a person or a voicemail), no-answer, busy or failed (the call couldn’t be made, for example because of a wrong number).
• Each call is in Call Logs & Analytics with the type Outbound, with its written record and summary. See Listening to a call and reading its summary.
• To call some patients again, for example those who didn’t answer, start a new campaign with + Campaign and a list of just those patients.

1. Make a patient list with a single row: your own cell phone number, with test details such as an appointment date.
2. Start a campaign with this list, as explained above.
3. Answer the call. Check that your AI agent uses the right details and says what you expect.
4. Open the call in Call Logs & Analytics and read its written record.

A test with Speak with Agent can’t fill in the details from a list: they stay empty. Use a one-row campaign instead. To learn more about testing, see Trying your AI agent yourself.

• The file is refused because it has no “number” column: the first row must contain a column named number. If it does, your spreadsheet program may have separated the columns with semicolons (;) instead of commas. Save the file again with commas, or ask your IT team for help.
• A message says a phone number is invalid: the message lists the numbers to fix. Click Delete next to the file, correct the numbers in your spreadsheet, and add the file again.
• Start Run is grey: fill in Run Name, Phone Number and Agent, and add the patient list.
• In Preview, details are in the wrong columns: a cell contains a comma. Remove it and add the file again.
• The agent leaves a gap where a detail should be: check that the column name is exactly the same in the file and in the instructions, in lowercase, and that the cell isn’t empty.