Healthcare

Embedded Voice for practices, clinics, and specialty-health SaaS.

Why it matters

• HIPAA-aware — encrypted media, BAA available, audit logs on every call.
• Screen Pop on the patient chart — the chart opens on the first ring, before anyone says hello.
• AI Scheduling — callers book their own appointments via voice. No hold music, no phone tag.
• After-hours triage — urgent calls to the on-call provider, everything else to voicemail with transcription.

Pattern: Screen Pop on the patient chart

Minimal webhook handler

app.post('/webhooks/dialstack', express.raw({ type: 'application/json' }), async (req, res) => {
  verifySignature(req);
  const event = JSON.parse(req.body);

  if (event.type === 'call.incoming') {
    const patient = await db.patients.findOne({ phone: event.data.from_number });
    if (patient) {
      // push to the clinician's open browser tab via your realtime channel
      pusher.trigger(`user-${event.data.user_id}`, 'screen-pop', {
        patientId: patient.id,
        lastVisit: patient.last_visit,
        callId: event.data.call_id,
      });
    }
  }

  res.status(200).end();
});

The webhook is fire-and-forget — respond 200 fast. See Screen Pop for the full pattern, including the frontend-only variant using the SSE event stream.

Pattern: AI Scheduling for after-hours booking

Route closed-hours calls to a Voice App in Notify mode that collects the booking request and calls your availability / booking APIs back.

await ds.dialPlans.create(
  {
    name: 'Main line',
    entry_node: 'hours',
    nodes: [
      {
        id: 'hours',
        type: 'schedule',
        config: { schedule_id: 'sch_business_hours', open: 'ring_front_desk', closed: 'ai_book' },
      },
      { id: 'ring_front_desk', type: 'ring_all_users', config: { timeout: 30, next: 'ai_book' } },
      { id: 'ai_book', type: 'internal_dial', config: { target_id: 'va_booking_agent' } },
    ],
  },
  { dialstackAccount: account.id }
);

The booking agent is a Voice App configured with your availability + booking endpoints. Full flow: AI Scheduling.

HIPAA notes

• Encryption — media in transit is SRTP; recordings and voicemails are encrypted at rest.
• BAA — available on request for platforms handling PHI.
• Audit logs — every call and admin action is retained in the platform audit log.
• Recording consent — recording is per-account opt-in. Ensure you obtain consent before enabling it if your jurisdiction requires two-party consent.

Specific compliance commitments are platform-agreement-level — reach out and we'll scope.

Build this with DialStack

• Screen Pop — pop the patient chart on first ring.
• Activity Logging — write every call to the patient record.
• Click-to-Call — outbound from the chart.
• AI Scheduling — native booking over voice.
• Appointment Webhooks — sync bookings back to your calendar.