healthcare
Build Prescription Refill and Information Line Voice AI Agent
Automate pharmacy refill workflows with a voice AI agent, either as a custom inbound refill line or by adapting the outbound Pharmacy Refill Caller template. Start building in Mission Control with usage-based pricing.
introduction
What this voice AI agent does
Build a pharmacy voice AI workflow with Telnyx. An inbound refill and information line helps patients request refills, ask approved medication logistics questions, and route clinical or urgent questions to staff. A separate outbound workflow can call pharmacy departments with prescription and discount-program details.
Mission Control currently includes Pharmacy Refill Caller, an outbound template that calls a pharmacy department on behalf of an organization. It provides patient context, prescription details, and discount-program billing codes to help the pharmacy reprocess a claim. That is useful, but it is not the same as a patient-facing inbound refill and medication information line.
Use this page to decide which workflow you need. If you need the outbound pharmacy-department flow, start from Pharmacy Refill Caller in Mission Control. If you need an inbound refill line, use the steps below to build a custom agent.
features
Core components of the Prescription Refill and Information Line agent
Inbound refill line
Lets patients request refill help, confirm pharmacy details, and get routed to staff for clinical or urgent questions.
Outbound pharmacy caller
Uses the Mission Control Pharmacy Refill Caller template to call a pharmacy department with prescription and discount-program details.
Patient-safe information handling and system integration
Limits what the agent can say and routes medical advice, dosage questions, and medication alternatives to a human. Connects to pharmacy, patient, or discount-program systems through webhooks so the agent can use approved records.
how to
Build and deploy your agent in 5 easy steps
Use this workflow to build either a custom inbound refill line or adapt the outbound Pharmacy Refill Caller template.
time
5-7 minutes
pre-requisites
A Telnyx account, a phone number, and approved pharmacy workflow instructions.
Step 1 of 5
1. Pick the call direction
Use Pharmacy Refill Caller for outbound calls to pharmacies. Use Blank if you need an inbound patient-facing refill and information line.
2. Define what the agent can handle
Allow refill logistics and status collection. Route dosage, side effects, alternatives, urgent symptoms, or clinical questions to staff.
3. Add pharmacy tools
Connect webhooks for patient lookup, prescription lookup, discount-program details, refill request creation, or staff callback requests.
4. Choose voice and transcription
Select the voice provider, voice, and transcription model that fit your patient or pharmacy staff workflow.
5. Assign a phone number and test
Test patient, pharmacy, wrong-number, clinical-question, and escalation scenarios before going live.
tips and insights
Prescription Refill and Information Line voice AI best practices
Separate patient and pharmacy scripts
Inbound patient calls and outbound pharmacy calls need different instructions, privacy handling, and escalation paths.
Inbound patient calls and outbound pharmacy calls need different instructions, privacy handling, and escalation paths.
Keep clinical boundaries strict
The agent should not provide medical advice, dosage changes, or medication alternatives.
The agent should not provide medical advice, dosage changes, or medication alternatives.
Confirm identifiers slowly
Have the agent read names, dates of birth, prescription numbers, and member IDs carefully when speaking with pharmacy staff.
Have the agent read names, dates of birth, prescription numbers, and member IDs carefully when speaking with pharmacy staff.
