Inbound Calls (Voice)

How MarIA handles inbound patient calls: appointment management, FAQ resolution, and center information

MarIA autonomously handles inbound patient calls. When a patient calls the center’s number, MarIA answers, identifies the need, and acts: schedules appointments, cancels or modifies them, answers frequently asked questions, and provides information about centers and services.

For whom

• Hospitals and clinics looking to automate phone reception.
• Integrators connecting MarIA to the client’s EHR/HIS.
• Operations monitoring call quality and volume.

Agent capabilities during a call

Capability	Description
Schedule appointment	Queries available slots in the EHR and creates the appointment during the call
Cancel appointment	Patient indicates which appointment to cancel; MarIA cancels it in the EHR
Modify appointment	Combines cancellation and new scheduling in a single conversation
Center FAQs	Answers questions about schedules, locations, coverage, and specialties
General information	Informs about available services, required documentation, etc.
Escalation to human	Transfers the call with full context when the situation requires it

Inbound call flow

Notifications after the call

After scheduling an appointment, MarIA can send the patient a WhatsApp confirmation with the details. Before the appointment day it can also send an automatic reminder.

See the WhatsApp guide for template configuration.

Call webhooks

MarIA emits the following events during the call lifecycle:

Event	When emitted
voice.call.status.updated	On each call status change
voice.call.escalated	When the call is transferred to a human
voice.answer.updated	When a response is captured during the call
voice.transcript.created	When the call ends (includes transcript and recording URL)

Register your endpoints at POST /webhooks to receive these events. See APIs: Webhook events and APIs: EHR integrations for applicable contracts.

Knowledge base configuration

The agent answers FAQs using documents indexed at POST /faq/documents. Keep these documents up to date with your center information:

• Schedules and locations
• Available specialties per center
• Insurance and coverage
• Documentation the patient needs to bring

Querying centers and services

Query the centers, services, and coverage available in MarIA:

# List centers with their services and coverage
curl -H "Authorization: Bearer $TOKEN" "$BASE_URL/api/v1/centers"

# List services with their coverage
curl -H "Authorization: Bearer $TOKEN" "$BASE_URL/api/v1/centers/services"

See the full reference in the API Reference → Centers section.

Outbound calls

MarIA also supports follow up campaigns using questionnaires agreed with the client.

See Outbound Calls (Voice) for the flow and related integration points.

Operational metrics

• Automatic resolution rate: % of calls resolved without human escalation.
• Average call duration: average time to complete an appointment management task.
• Escalation rate: percentage of calls transferred to a human agent.
• Appointment creation success rate: % of scheduling attempts that result in a confirmed appointment.