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The Medera Intake Agent (Grace) is a voice-first, adaptive intake agent built on Vapi orchestration, Deepgram nova-2-medical transcription, and an 11Labs voice — with a 7-state state machine and validated screener administration.

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Architecture

┌────────────┐   ┌──────────────┐   ┌────────────┐   ┌────────────┐
│  Patient   │ → │  Vapi Call   │ → │  Medera    │ → │   Chart    │
│   (PSTN)   │   │ Orchestration│   │   Intake   │   │ (clinician │
└────────────┘   └──────────────┘   │   Agent    │   │  packet)   │
                                    └────────────┘   └────────────┘
The agent follows a documented state machine: 
GREETING → IDENTITY_VERIFICATION → GATHERING_INFO →
MENTAL_HEALTH_SCREENING → APPOINTMENT_SCHEDULING →
SUMMARY_CONFIRMATION → CLOSING → COMPLETED

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Steps

1

Configure the agent

In the Console, create an Intake Agent deployment. Set the practice intake template, validated screener set (PHQ-9, GAD-7, AUDIT-C, C-SSRS), routing matrix, and crisis escalation policy.
2

Provision a phone number

Medera provisions a Twilio number per deployment. Patients call the number; Vapi orchestrates the conversation against your configured agent.
3

Receive webhooks

Configure a webhook URL to receive intake.started, intake.screener.completed, intake.crisis.detected, intake.summary.ready, and intake.completed events.
4

Hand off to the clinician

On intake.summary.ready, the clinician handoff packet is available at GET /api/intake-calls/{id}/handoff — identity, consent, insurance, screener scores, ICD-10 candidates, and the multimodal acuity read.

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Function calls during the call

The agent invokes the following functions during the conversation:
  • verify_identity(dob, address, ssn_last_4)
  • document_symptom(symptom, severity, duration)
  • check_insurance(provider, member_id)
  • schedule_appointment(date, time, provider)
  • escalate_urgent(reason, urgency_level)
  • flag_for_review(reason, priority)
  • create_referral(...)
  • request_refill(...)

Patient Intake Agent

Agent-level documentation.

Crisis Response Agent

Crisis-language detection and escalation.

Intake Calls API

REST endpoints for intake calls.

Vapi Webhooks

Webhook schema.