Omni-Channel Experience
Deploy where humans use: Phone, SMS, Web, Text, Chat, Web, App
Today's patients expect to interact with healthcare providers on their preferred channels. Sheela delivers a consistent, seamless experience across all communication channels - from traditional phone calls to modern messaging apps. Build your workflow once, deploy it everywhere.
Key Features
Channel Switching
Patients can start on one channel and continue on another seamlessly.
Context Preservation
Conversation history maintained across channel
switches.
Async & Sync
Handle both real-time and asynchronous
communication patterns.
Unified Experience
Same workflow logic across all channels with channel-appropriate formatting.
Rich Media Support
Share images, documents, and links where supported.
Notification Preferences
Respect patient communication preferences
and opt-outs.
Advanced Voice Technologies
Voice Activity Detection
Accurately identify when the user is speaking vs. when there's background conversation.
Natural Turn-Taking
Know when to speak, when to wait, and when to ask if the user is ready to continue.
Emotion Detection
Recognize stress, frustration, or urgency in voice tone and adjust accordingly.
Context Preservation
Remember conversation context even after interruptions or topic changes.
Intent Clarification
Ask smart follow-up questions when user input is ambiguous or partial.
Noise Cancellation
Filter out background noise while preserving the speaker's voice clearly.
Cross-Channel Journey Example
1. SMS Appointment Reminder
Patient receives text reminder: "Your appointment is tomorrow at 2 PM. Reply YES to confirm or CHANGE to reschedule."
2. Patient Responds via SMS
Patient texts back: "CHANGE - I need earlier in the day if possible"
3. Sheela Offers Options
Sheela texts available morning slots and includes a link to the web portal for more options
4. Patient Switches to Web
Patient clicks link, conversation continues in web chat with full context preserved.
5. Follow-up Call
If needed, Sheela can call the patient to discuss more complex scheduling needs, already knowing the full context.
Channel-Specific Optimizations
1
Voice Optimization
Natural speech patterns, appropriate pacing, voice activity detection, hold music handling
2
Text Optimization
Concise messages, quick response buttons, link sharing, emoji support where appropriate
3
Web Optimization
Rich formatting, inline images, forms and buttons, file upload support
Key Benefits
Meet Patients Where They Are
Let patients choose their preferred communication method
Increased Accessibility
Reach patients who prefer or need specific channels
Reduced No-Shows
Effective multi-channel reminders and easy rescheduling
24/7 Availability
Provide support across all channels at any time
Higher Completion Rates
Patients complete tasks when they can use their preferred channel
Cost Efficiency
One workflow deployment serves all channels
Deployment Options
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A
Inbound Agent
Patients initiate contact via their preferred channel - Sheela responds instantly
B
Outbound Agent
Sheela proactively reaches out via phone, text, or email for reminders, follow-ups, and outreach
C
Hybrid
Combine inbound and outbound capabilities for complete workflow automation