Communications Agents Overview

Last updated: June 9, 2026

Overview

Communications agents are AI voice agents that place outbound calls to clients and insurers to handle routine, high-volume case work such as treatment check-ins and claims status check-ups. After you kick one off, it pulls context from the matter, builds a call plan for you to approve, places the calls, and returns a transcript and summary to the matter. They exist to take over the routine outbound calling that otherwise consumes a large share of case-manager time.

How It Works

A communications agent works from a plan you approve, then runs the call lifecycle on its own:

  • Plan creation: When the agent is kicked off, it pulls in matter context and generates a comms plan. You can edit and approve the plan before anything is dialed.

  • Call lifecycle: Once the plan is approved, the agent schedules the first call. You can reschedule it or start it immediately. The agent then places the call, retries if needed, generates a post-call summary, and sends a notification when the call is complete.

Communications agents currently handle these use cases:

  • Ready to use: Treatment check-ins.

  • Early preview (usable, still iterating): Medical records follow-ups, claim status follow-ups, proactive case updates, discovery information gathering, and more.

During a call, a communications agent can:

  • Navigate IVRs: Works through automated phone menus using DTMF tones.

  • Handle voicemail: Detects voicemail and either hangs up, leaves a static message, or speaks a generated message; the detection window is configurable.

  • Transfer to a human: Performs a warm or cold transfer, with optional on-hold music and a private brief the agent reads to the human before connecting.

  • Speak over 30 languages.

  • Produce a full transcript with speaker attribution: Separates the agent, the user, the transfer recipient, tool calls, and DTMF input.

  • Generate a post-call summary that surfaces on the matter once the call ends.

Key Terms

  • Comms plan: The call plan an agent generates from matter context, which you edit and approve before any calls are placed.

  • Warm transfer: A handoff where the agent briefs the human before connecting the caller; a cold transfer connects without that brief.

  • Trigger: The condition that kicks off an agent — on case update, on auditor findings, scheduled, or manual.