ElevenAgents for Healthcare: Build a scheduling agent

Healthcare appointment scheduling increasingly occurs outside business hours, creating demand for voice agents that can reduce voicemail losses and front-desk workload while meeting stringent safety, privacy, and compliance requirements. The guide describes building an ElevenAgents phone-based scheduling assistant connected through Twilio, a FHIR-compatible EHR such as HAPI FHIR, Twilio Verify for SMS one-time-password authentication, and Cal.com for live calendar actions. The agent verifies a caller through an exact EHR record match and two-factor verification before it can book, reschedule, or cancel appointments, and it transfers callers to staff for failed verification, unsupported requests, explicit human assistance requests, or urgent medical concerns. Its design uses structured prompts, workflow nodes, runtime guardrails against clinical advice and prompt manipulation, and careful handling of protected health information, including limits on what information may be disclosed. The guide also emphasizes simulation testing, transcript-based success criteria, structured post-call data collection, production monitoring, staged rollout, and Zero Retention Mode to remove recordings, transcripts, and sensitive metadata after calls while sending outcomes to an organization’s own systems.

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