The Pre-Visit Intake Capture Agent automatically sends the appropriate intake form(s) to patients when an appointment is booked or confirmed. It tracks form completion and follows up with automated voice reminders when intake forms remain incomplete, helping businesses collect important patient information before the visit.
By automating intake collection and follow-ups, businesses can reduce manual work for front desk teams and ensure providers have the information they need before every appointment.
Before you begin
Make sure:
The required intake forms are configured in your connected CRM.
Appointment booking or confirmation events are syncing with Birdeye.
The required location(s) are available for deploying the Pre-Visit Agent.
Configure the Pre-Visit Agent
Log in to your Birdeye account and then go to Front desk.
Select Agents and then Pre-Visit Agent from the list.
You can create a pre-visit workflow using a pre-built template from the Library or build one manually.
Start with a workflow from the Library
You don't have to build your pre-visit workflow from scratch. The Library include a ready-to-use workflow.
Click Use agent.
The workflow opens with the required steps already configured, and you can customize it.
Configure the Pre-visit Agent workflow
The workflow builder opens with the agent details node. Click the agent name to configure the Agent name, Goals, Outcomes, and Locations where you want the agent to run. To select locations, click the pencil icon and select the locations from the drawer that opens. Click Save when you're done.
1. Define when to send the form
Click the Trigger node, and then click the drop-down arrow.
In the screen that appears, select Appointment, and then select Appointment is confirmed or Appointment is booked. You can also add conditions to further define when the agent should be triggered.
Once you've configured the trigger, click Save.
2. Configure the delay
After configuring the trigger, click the Delay node to specify when the intake workflow should proceed relative to the appointment.
Under Delay, select Until a date property.
In the date field, select Appointment date and time.
Under the date condition, select whether the action should occur before or after the appointment date and time.
Specify how many days before or after the appointment the action should occur.
Select the time of day when the action should be triggered. You can use the user's time zone for the selected time.
For example, to trigger the next action one day before the appointment, select Appointment date and time → Before → 1 day, and then specify the desired time of day.
3. Send the pre-visit form link
After configuring the delay, the agent automatically sends the relevant pre-visit form link to the patient based on the appointment type.
The form is retrieved from the connected CRM and sent to the patient through text and email. No additional configuration is required for this step.
4. Add a delay after sending the form
After the pre-visit form is sent, add a Delay node to specify how long the agent should wait before proceeding to the next step.
Select For a set amount of time.
Enter the desired delay value and select the time unit. You can specify the delay in days, hours, or minutes.
For example, enter 2 days to have the agent wait two days before proceeding to the next step.
You can also configure the delay based on a calendar date when needed.
5. Check the pre-visit form status
After the delay, add the Check Pre-Visit Form Status node to check whether the patient has completed the pre-visit intake form sent to them.
The agent checks the form status in the connected CRM and uses the result to determine the next step in the workflow.
Select the option to check whether the Pre-Visit Intake Form Sent has been completed.
6. Route the workflow based on conditions
The Based on Conditions node uses the form status to route the workflow to the appropriate branch.
The workflow includes the following branches:
Not Completed: If Pre-Visit Form Filled = False, the patient is routed to the Not Completed branch. The workflow then proceeds to the configured voice call action to remind the patient to complete the form.
Fallback: If the patient has completed the form and none of the configured conditions matches, the workflow follows the Fallback branch. No reminder call is initiated.
7. Initiate a voice call
If the patient has not completed the pre-visit intake form, the workflow proceeds to the Initiate Voice Call action in the Not Completed branch.
This action automatically places an outbound call to the patient, reminding them to complete the pre-visit intake form before their appointment.
You can configure the following settings for the voice call:
System prompt: Define the instructions for the voice agent during the call.
Greeting message: Set the message the patient hears when the call begins.
Voicemail: Configure the message to be left if the patient does not answer.
Retry settings: Configure whether and when the agent should retry the call if the first attempt is unsuccessful.
Create a workflow manually
If you prefer to build your distribution journey from scratch, you can create a workflow manually.
Select Create manually, then add the triggers, tasks, conditions, delays, and actions needed for your survey distribution strategy.
Activate the workflow
Once you've configured your pre-visit workflow:
Review the trigger, appointment date/time, and delay settings.
Verify the intake form is sent through text and email.
Review the post-send delay and form completion conditions.
Review the Not Completed branch and voice call settings.
Confirm the location(s) where you want to deploy the agent.
Click Activate.
Once activated, the workflow automatically sends pre-visit intake forms and follows up with patients who haven't completed them.
Track pre-visit outcomes
Monitor the performance of your Pre-Visit Agent by tracking the number of intake forms sent, completed, and the overall completion rate. Click View details, then select Outcomes to view these metrics.