The iEngage Alumni Followup Agent is an AI calling agent that automatically re-engages your admitted patients. During the time windows you choose, it receives a list of admitted patients to call, and when a call leads to renewed interest it creates a new opportunity for your team to work — so returning patients don't slip through the cracks.
Contents
1. Before You Start
2. Turn On the iEngage Alumni Agent
3. Open the iEngage Alumni Agent Tab
4. Generate the Agent Key
5. Choose Which Patients to Follow Up With
6. Set the Calling Schedule
7. Map the Fields
8. Alerts and Agent Assignment
9. How the Agent Behaves
10.Frequently Asked Questions
11. Need Help?
1. Before You Start
You will need:
● Administrator access to your CRM.
● The iEngage Alumni Agent enabled for your instance (see the note below). ● Your AI calling provider ready to receive the agent key you generate.
Access requirements: The agent is controlled by a per-instance setting and is off by default. It only appears once it has been enabled for your instance. Setup is performed by a CRM administrator.
If you do not see the iEngage Alumni option or tab described below, it has not been enabled for your instance yet. Contact Dazos support to have it turned on.
2. Turn On the iEngage Alumni Agent
1. From the CRM, go to Settings → AI Agent Settings.
2. Under Enable AI Agent Settings for this Instance, turn on iEngage Alumni and click Save.
3. A new iEngage Alumni Agent tab appears alongside the other agents.
Tip: If you manage more than one instance, you can instead use the Edit button on the Instance Mapping List row and toggle iEngage Alumni there.
3. Open the iEngage Alumni Agent Tab
On the AI Agent Settings page, select the iEngage Alumni Agent tab. This tab is where you generate the agent key, define your follow-up rules, set the schedule, and map fields.
Each tab is a separate agent with its own settings. The iEngage Alumni Agent's settings are completely independent of the iRecover agents.
4. Generate the Agent Key
The agent key is a private credential that lets your AI calling provider connect to this agent. It is separate from every other agent's key.
1. Click the refresh icon to generate a key.
2. Click the copy icon to copy it.
3. Share the key securely with your AI calling provider.
Important: Treat this key like a password. Anyone with the key can connect to your agent, so share it only through a secure channel.
5. Choose Which Patients to Follow Up With
The iEngage Alumni Agent Rules section decides which admitted patients the agent will call. Out of the box it targets patients marked Admitted.
Use conditions to narrow the list further:
Control Purpose
All Conditions Every condition you add here must be true for a patient to be included.
Any Conditions The patient is included if at least one condition here is true.
+ Add Condition Add a new rule row — pick a field, a comparison, and a value.
Save Rules Save your rule set so the agent uses it.
Tip: To target a date range — for example, patients admitted more than a certain number of days ago — add a date-based condition (such as "more than … days ago").
6. Set the Calling Schedule
The Calling Schedule Configuration section controls when the agent may pull patients and how many it may receive per request. Patients are only sent to the agent during an active schedule window.
To add a schedule:
Field Description Example
Days of Week The days the agent is allowed to call.
Mon, Wed
Field Description Example
Start Hour When the window opens each selected
day.
End Hour When the window closes each selected
day.
12 AM 5 PM
Opportunities / Request
The maximum number of patients returned per pull.
100
1. Choose the Days of Week.
2. Set the Start Hour and End Hour.
3. Set Opportunities / Request.
4. Click Add Schedule.
Existing windows appear in the table above. Use the delete (trash) button in the Action column to remove a window you no longer need.
7. Map the Fields
The Field Mapping section connects your opportunity fields to the fields the AI agent expects. This makes sure the agent receives the right patient details on every call.
1. For each agent field, choose the matching Intake Opportunities field. 2. Save your mapping.
Tip: If calls are missing information such as a phone number, check that the corresponding field is mapped here.
8. Alerts and Agent Assignment
Callback alerts, live-transfer alerts, and round-robin agent assignment are shared across all of your AI agents. They are configured once in the common Alert section — there is no separate setup for the iEngage Alumni Agent.
9. How the Agent Behaves
● During an active schedule window, the agent receives admitted patients to call.
● When a call results in renewed interest, the agent creates a new opportunity stamped with the source AI-AGENT-Alumni, so you can report on results by source.
● No duplicates: If a patient already has an open (in-progress) opportunity, the agent does not create another one. This keeps your pipeline clean and avoids double-working the same patient.
10. Frequently Asked Questions
Q: How do I turn the agent off? Go to Settings → AI Agent Settings, turn off iEngage Alumni for your instance, and Save. The tab and its behavior stop immediately.
Q: Will this affect my iRecover agents? No. The iEngage Alumni Agent is completely separate — its own key, rules, schedule, field mapping, and tracking. Enabling or changing it has no effect on iRecover.
Q: Which patients count as "admitted"? Patients whose opportunity is marked Admitted. You can refine this further with rules in the iEngage Alumni Agent Rules section.
Q: What happens if a patient already has an open opportunity? The agent skips creating a new one. Only patients without an open opportunity get a new record.
Q: Why don't I see the iEngage Alumni Agent tab? The agent is off by default and must be enabled for your instance. If you can't enable it, contact Dazos support.
Q: How do I control how many patients are called at once? Use the Opportunities / Request value in your calling schedule to cap how many patients are returned per pull.
Q: Can I limit follow-ups to a certain time frame? Yes. Add a date-based condition in the rules (for example, patients admitted more than a set number of days ago).
11. Need Help?
If you run into issues:
1. Confirm the agent is enabled for your instance and that you are on the iEngage Alumni Agent tab.
2. Check your rules, calling schedule (an active window must be in effect), and field mapping.
3. Re-generate and re-share the agent key if your provider reports a connection problem.
4. Contact Dazos support with the details and reference CRM-3213.