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Agents can only reach a patient through a channel the hospital has actually provisioned. This tab is where you declare those channels and the numbers and addresses behind them.

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What this tab controls

The page is headed Communications — “Channels your AI agents use to reach patients — text, voice, fax, and email.” The messaging and voice fields sit under Messaging & voice (Telnyx): “The clinic’s Telnyx numbers and connections for SMS, WhatsApp, fax, and voice.”

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Set it up

1

Provision the numbers first

A switch here does not buy you a number. Get the numbers and connections in place with your telephony provider before you turn anything on — a channel enabled without its details simply fails to send.
2

Fill in the numbers

Enter each number in full international form, starting with + and the country code. The connection and profile identifiers come from the same provider account as the number.
3

Set the email addresses

Put a verified hospital address in Send from. Use Reply-to when replies should reach a monitored inbox rather than the sending address — a front-desk mailbox rather than a no-reply.
4

Turn on only what you have

Switch on each channel you have actually provisioned, and leave the rest off. An enabled channel with no number is a silent failure waiting to happen.
5

Save

Select Save changes. It confirms with “Communication settings saved”.
6

Connect a mailbox, when it reaches you

Under Send from your own mailbox, connect Google or Outlook so agent email sends from your own address and replies land in your inbox. The Connect buttons are inactive until the feature reaches your workspace — the card is badged Rolling out.

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What changes once you save

  • Agents can use the channels you enabled, and only those. A published agent whose step sends a text simply cannot when SMS is off.
  • Messages carry the numbers and addresses on this page. Patients see the number you entered — so put the hospital’s public number here, not a personal mobile.
  • Replies follow Reply-to when you set one; otherwise they go to the sending address.
  • Until mailbox sending is enabled, agents send from the verified address above, whatever mailbox you connect later.
Two things worth knowing. This tab governs agent communication, not the hospital’s ordinary notification emails — appointment reminders, invoice notices and staff alerts follow their own preference switches, not these switches. And patient contact preferences still apply on top: a channel being enabled here never overrides a patient who has opted out. Turning a channel off stops future sends immediately; nothing already delivered is recalled.

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Check it worked

Save, then reload the tab — your numbers and addresses should still be there and the channel switches should be as you left them. Run one agent that sends on a channel you enabled, to a colleague rather than a patient, and confirm it arrives from the number or address you entered.

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Common issues

“Connect SMS, WhatsApp, fax, voice and email so your AI agents can reach patients. Available on any paid plan.” See Change your plan.
Accountants can open settings but not this tab’s controls.
The number or connection for that channel is missing or wrong. Check the value is in full international form, starting +, and that the connection identifier matches the same provider account.
Set Reply-to to a monitored address. It overrides the sending address for replies only.
That card is badged Rolling out and is not active for every workspace yet. Until then agents send from the verified address above.
Ordinary hospital notifications are governed by the notification preferences, not by these agent channels. Change them there.