Decision table
A complete example: abandoned intake
The final production design always depends on the specific workflow and the capabilities of your connected systems. That said, an abandoned intake recovery is a useful reference point — it touches all four integration methods and reflects a pattern that appears across many Emma deployments. In this scenario, a patient begins filling out a pre-visit intake form but drops off before completing it. Emma detects the event, attempts to re-engage the patient over voice or SMS, and records the outcome back in your system of record.1
Webhook — intake abandonment detected
The forms platform sends a webhook event to Emma when the patient drops off mid-intake. Emma receives the payload, identifies the matching workflow, and queues the outreach.
2
REST API — patient context retrieved
Before initiating contact, Emma calls your API to retrieve the patient’s full record: prior visit history, outstanding forms, preferred contact channel, and any flags that should shape the conversation.
3
MCP — real-time availability checked mid-call
During the live interaction, Emma uses an MCP tool connected to your scheduling system to check appointment availability in real time. Emma can offer and confirm a slot without transferring the patient or pausing the call.
4
Webhook / API — outcome posted to system of record
When the interaction ends, Emma posts a structured outcome — recovered, escalated, or follow-up required — back to your CRM, EHR, or forms platform via webhook or API call, keeping downstream systems in sync.
Method quick reference
REST APIs
Call Emma on demand, or let Emma call your endpoints during a workflow.
Webhooks & Events
Push events from your systems to Emma to trigger workflows automatically.
MCP
Expose capabilities as tools Emma can invoke during a live patient interaction.
Workflow Orchestration
Coordinate multi-system workflows and transform payloads before they reach Emma.