The Conversational Flow is where you configure your AI Phone Agent — the voice-based part of Phelix’s Virtual Agent.
This agent automatically answers patient calls, provides information, books or updates appointments in your EMR, and transfers calls to staff when needed.
What the Conversational Flow Does
Each Conversational Flow represents one phone chatbot setup for your clinic or location.
It defines:
What the agent says when patients call (Knowledge Base)
How callers are identified (ID & Verification)
How bookings and updates are handled (Booking and Update Flows)
How the agent sounds (Agent Settings)
Which phone number it uses (Assign Number)
In short, the Conversational Flow is your complete control panel for the AI Phone Agent.
How It Fits in the Virtual Agent
The Virtual Agent includes two components:
Phone Agent (Conversational Flow) — handles inbound phone-based interactions.
Web Agent — handles chat interactions on your website.
Both use the same logic and configuration structure, but this section focuses on the Phone Agent setup.
How to Access and Navigate
To open your Conversational Flow:
Go to → Control Panel → Virtual Agent → Flow Builder → Conversational Flow
You’ll see a list of existing flows — one for each clinic or chatbot.
| Column | Description |
|---|---|
| Template Name | The clinic or chatbot name. Each entry represents one flow. |
| Assigned Number | The phone number linked to that flow. |
| Status | Indicates whether the flow is Active or Inactive. |
| Edit | Opens that flow’s configuration screen. |
To create a new flow:
Click + Create New Conversational Flow.
Name your flow (e.g., “Main Clinic Phone Agent”).
Begin configuration.
💡 Tip: If your organization manages multiple phone lines or clinic sites, create a separate flow for each.
How It Works
A patient calls your clinic’s main number.
The call forwards to your assigned Phelix number, where the Phone Agent answers.
The agent recognizes what the caller is asking about (e.g., booking, test results, or hours).
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Based on your configuration, it either:
Reads an informational response,
Books or updates an appointment, or
Transfers the caller to your staff.
The action and details are automatically written back to your EMR.
Components of the Conversational Flow
Each Conversational Flow includes several key components that you configure to match your clinic’s workflow:
Knowledge Base
Defines how your Phone Agent responds to patient questions. Each topic (like Clinic Hours, Referrals, or Test Results) includes editable message text and an action such as No Action, Forward Call, or Book Appointment.
ID & Verification
Ensures callers are verified before performing EMR actions such as booking, canceling, rescheduling etc. Supports multiple ID types — Health Card, Phone Number, or Date of Birth.
General Booking
Automates appointment scheduling directly from your EMR. You can choose booking modes (e.g., Family Doctor or Next Available), set schedule codes, and customize confirmation messages.
Update or Reschedule Appointments
Lets patients confirm, cancel, or move appointments naturally within the time limits you set. Changes are reflected instantly in the EMR.
Agent Settings
Controls how your Phone Agent sounds and where to redirect calls when needed. You can select the voice, adjust speech speed, and define a backup number for call transfers.
Assigning a Phone Number
Connects your configured flow to a live Phelix phone number.
Your phone provider then forwards your clinic’s main line to this number so patients reach the agent directly.
Getting Started
Open Control Panel → Virtual Agent → Flow Builder → Conversational Flow.
Click + Create New Conversational Flow or edit an existing one.
Configure each component in order.
Test using the assigned Phelix number.
Forward your main clinic line once verified.
💡 Tip: You can make changes anytime — all updates take effect immediately after saving.