Automate outbound patient communication in AndroHealth HIMS — configure IVR calls, WhatsApp, SMS, and email for appointment reminders and more, capture patient responses, and fall back across channels.
AndroHealth can reach patients automatically over IVR (voice calls), WhatsApp, SMS, and email — for example to confirm or remind about appointments — and record each patient's response back into the system. You build this in three steps: connect your PBX, define voice prompts, then create an outbound configuration that ties a channel to an event with retry and fallback rules.
An outbound configuration listens for an event on a component (such as an Appointment) and sends a message on your chosen channel. The recipient's reply — a keypad action on a call, or a tap on a WhatsApp/SMS/email link — is saved against that transaction. If the first channel fails, the system can fall back to another channel, and retries follow your retry policy in a FIFO queue.
Go to Admin Console → Third Party Configuration → IVR Configuration to open the PBX Configuration list.
Click Add to create a PBX. Enter the connection details and the max concurrent calls (how many parallel outbound calls this PBX can handle), then Save.
Go to Admin Console → IVR → Voice Prompt Configuration. Voice prompts are the spoken building blocks an IVR call plays.
Click Add and choose a category. Each category exposes its own fields:
You can only create one configuration per category, and a prompt that's already used in an outbound configuration can't be deleted (only inactivated).
Go to Admin Console → IVR → Outbound Configuration and click Add. The form is organized into sections; the sections that appear depend on the Mode (channel) you pick.
Choose the component, the event, and when the first transaction fires — Immediately after Event, or a set time Before / After the event (for example, X hours before an appointment). Once runs on a specific date; Continue keeps running until inactivated.
The Channel section selects the medium for the event. For IVR, the Content Type section builds the call from your voice prompts: pick prompts from Available Voice Strings and arrange the Voice Play Sequence by drag-and-drop.
The Call Action Configuration section maps keypad keys to actions so you can capture the recipient's response — for example, press 1 to confirm, or Repeat IVR to replay the message. Add as many actions as the event supports.
The Retry Policy sets how many times and how often the system retries to reach the recipient. Turn on a Fall Back rule to try another channel (e.g. IVR → WhatsApp → SMS) when the previous one fails.
IVR Activities (Admin Console → IVR → IVR Activities) lists every triggered transaction and its response, including calls queued due to line not available, PBX limit reached, or unable to connect.
IVR Logs (Admin Console → IVR → IVR Logs) shows the detailed logs of all outbound transactions.
IVR voice calls, WhatsApp, SMS, and email.
A fallback rule can try another channel — for example IVR → WhatsApp → SMS.
Yes — keypad actions on calls, or link taps on WhatsApp/SMS/email, are saved against the transaction.
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