Every capability below ships as part of the voice
agent engagement channel and is enabled per
organization during onboarding. Availability of any specific capability for
your organization is a provisioning question for your Synthpop contact, not
something you toggle yourself.
Inbound and outbound
One Task model handles both directions of a call: the same voice agent places outbound calls to patients and answers inbound calls from them. Whichever direction a call runs, it yields a transcript and summary (and, where provisioned, a call recording) returned on the Task, so the outcome reads the same way regardless of who dialed whom.Speaks your patient’s language
The voice agent is language-agnostic by design: it isn’t a separately translated flow per language, it’s one flow that can run in any language.en-US and es-MX are live in production today, and the production set
expands via per-org provisioning as each additional language clears quality
review — ask your Synthpop contact which languages are currently available
for your organization.
- Every call produces a native-language transcript plus a best-effort English translation.
- FAQ answering and other tool integrations stay English regardless of the call’s spoken language.
Answers caller questions (FAQ)
The voice agent can field a caller’s free-form questions during the call. It is grounded in your FAQ and refuses to fabricate an answer — but that grounding is self-graded, not zero-hallucination. FAQ answering is best suited to a small FAQ (not a large knowledge base) and is English-only today.- FAQ edits you make take effect immediately on the next call — there is no separate publish or redeploy step.
Collects a co-pay on the call
The voice agent can collect an end-of-call co-pay over the phone using secure DTMF entry: card data never reaches the model or the flow engine. The autopay gate fails closed — if it can’t confirm the charge should proceed, it doesn’t proceed. This capability is scoped to order-creation co-pays, not standing balances or general bill-pay. See Payment security for how card data is isolated from the rest of the call.Respects contact limits
Outbound dialing is bounded by guardrails on EVA’s own dialing: at most once per day, at most three times per rolling seven days, with an optional local-time calling window. A call that would exceed the cap isn’t placed — the Task surfaces the reason instead — see the voice agent’s how-to page for exactly how that reason shows up.Speaks required disclosures verbatim
Where a disclosure is legally required, the voice agent speaks the exact wording it was given for that language — verbatim, not paraphrased — so the same disclosure reads identically on every call in that locale.Works with your systems
Flows can look up or act on your organization’s systems through a per-org integration, so a call can reflect live data from your side rather than only what’s on the Task. The model never sees raw backend PHI — see PHI-safe integrations for how that boundary is enforced.Improves over time
Call behavior can be A/B-tested and tuned without a redeploy, so how a flow performs on real calls feeds back into how it’s tuned — without a release cycle in between.Every call is auditable
Every call leaves a record built for audit, not reconstructed after the fact — see Auditability for what that record contains and how it’s produced.Where to go next
Voice agent
The API contract for creating and reading voice Tasks.
Trust, compliance & auditability
The reviewed-flow, audit, and PHI-safety story behind these capabilities.
Patient engagement
Where voice fits among Synthpop’s engagement channels.
The patient journey
How engagement closes the loop after intake and coverage.