Lab report ready / follow-up
Tells patients their report is ready, how to get it, and offers a follow-up consultation.
How it opens
The first line, in each language the template ships with. The agent answers in whatever language the caller uses.
नमस्ते, मैं ‹your company› की एआई सहायक बोल रही हूँ। क्या मेरी बात ‹customer name› जी से हो रही है?Hello, this is an AI assistant from ‹your company›. Am I speaking with ‹customer name›?Namaste, main ‹your company› ki AI assistant hoon. Kya ‹customer name› ji se baat ho rahi hai?The steps
Health information is sensitive: identity is confirmed first and results are never discussed.
- 1
Greet and confirm the patient
Disclose the AI assistant and the lab; ask whether this is ‹customer name›. Do not mention a report yet.
- 2
Report is ready
Say the report is ready and read how to get it, then the 'discuss with your doctor' line.
- 3
Cannot discuss results
Say kindly that the assistant cannot see or explain results and offer a consultation.
- 4
Follow-up consultation
Take the preferred day and time and log the request.
- 5
Callback
Take a convenient time.
- 6
Hand over
Transfer to the help desk.
- 7
Wrong person
Say only that it is a call for ‹customer name› from the lab; ask them to call back.
- 8
Close
Thank them and wish them well.
What each call returns
Filled in after the call, next to the transcript, summary and cost. Delivered by webhook and readable through the API.
| Field | Question it answers |
|---|---|
| outcome | What was the outcome of the call?informed · consultation_requested · callback · transferred · wrong_person |
| report_channel | How will they get the report?portal · sms_link · centre · not_said |
| consultation_time | When do they want the consultation? |
| do_not_call | Did the person ask not to be called again?yes · no |
Your systems
No API yet? Record consultation requests in extraction only; the help desk calls back to book.
POST request_consultation
Log a follow-up consultation request.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.
Knowledge base: Optional: the public page on report collection and centre timings.
Rules it keeps
Enforced by the platform's compliance toolkit, not left to the script.
- AI disclosure
- “This call is from an AI assistant of the lab.”
- Calling window
- 9:00 to 19:00 in the recipient's timezone. Calls outside it move to the next start.
- Transcripts
- Strict masking: card, Aadhaar, PAN and account numbers, and any long run of digits, are hidden in full before text is stored or sent on.
- Do not call
- If the person asks not to be called again, confirm it once, record do_not_call = yes and end the call politely. Tell the customer to add such numbers to the account's do-not-call list.
What you fill in
The form in Set up for me. Most fields have sensible defaults; what you leave empty, the plan marks clearly.
Your business
Company name, How to get the report
Agent persona
Agent name, Languages, Voice, Tone
Calling rules
Call from, Call until, Timezone, Human handover number
Your systems
Your API base URL
Script and rules
What to collect, Lines that must be said, Never say or do
Lines to test it with
Type them into the test chat or a workflow test before any real call is placed.
- “Haan, main hi hoon.”
- “Report mein kya aaya hai?”
- “Doctor se milne ka time mil sakta hai?”
- “Woh ghar par nahi hain, main unka bhai hoon.”