Synthflow is the AI phone agent that books appointments for clinics with many locations: one agent answers every location's number inside the phone system the group already runs, books, moves and cancels visits by location, provider and visit type in the group's scheduling system, and hands clinical calls to staff with the full transcript. Five9's documentation calls Synthflow "an accredited third-party AI provider", and Batteries Plus runs Synthflow's AI voice agents inside Zoom Phone across 700+ US locations.
That rollout took five weeks from kick-off to pilot, according to Batteries Plus's CIO (the Batteries Plus story), and Synthflow handles 1M+ calls daily for 100+ enterprise customers, with 99.99% uptime, on its own telephony (Synthflow facts). It is built for groups whose patient calls run through one scheduling line or contact center: dental, imaging, urgent care and specialty groups, health systems, and the healthcare BPOs that answer for them. For calls with health data, Synthflow signs a Business Associate Agreement with customers who use its HIPAA Setting.
Talk to sales to scope one agent for all your clinics.
Proof for a clinic group
| Source | What it says | What it means for a clinic group |
|---|---|---|
| G2 | 4.5 out of 5, from 1,000+ reviews | Rated by the teams that run it |
| Five9 documentation | "Synthflow, an accredited third-party AI provider" | A Five9 patient access center sends calls to it from its own workflow |
| Cal.com App Store | Synthflow's voice agents "can now book appointments directly into live calendars and send instant notifications" | The visit is booked in the call, not on a callback |
| Batteries Plus | Its agent Edison, "Developed in partnership with SynthFlow AI", is "ensuring calls to all 700+ Batteries Plus stores are answered" | One agent answers hundreds of locations in production |
| Chain Store Age | "Synthflow AI says its agents have already resolved 22,000 calls independently at Batteries Plus across more than 700 locations." | Calls finished by the agent, at network scale |
| PYMNTS | "Edison, an AI voice assistant developed with Synthflow that answers store calls in both English and Spanish" | English and Spanish on the same line |
Synthflow's customers include BioReference in healthcare, and Batteries Plus, Thryv, Visma and Yardi beyond it (synthflow.ai).
Multi-location scheduling with one agent
Each clinic keeps its own number, and patients keep dialing it. All the numbers sit in one Synthflow agent's pool, and the agent learns from the number dialed which clinic the patient called. A call moves in five steps:
- The patient dials the clinic. Your phone system sends the call as it does today, from a queue, an IVR step or an auto receptionist, and the agent answers any number in its pool (number pooling).
- The number names the clinic. Synthflow sends the number dialed (
to_number) to your inbound call webhook, which returns that clinic's row of the location sheet below as variables before the conversation starts: its name, address, hours, providers and front desk. On Five9 the number dialed arrives with the call ascall.DNIS(Five9 documentation). - The agent finds the patient. A custom action looks the caller up in your scheduling system by phone number, then by name and date of birth, and Memory adds a summary of the patient's earlier calls, matched by phone number.
- The patient can choose another clinic. The same actions read open times at any clinic of the group, so a patient who moved books at the clinic nearer home in the same call.
- That clinic's staff take what the agent should not. A dynamic transfer dials the front desk number the webhook returned, so each call reaches its own clinic's people.
The location sheet
One row per clinic. Your inbound call webhook returns the row of the number dialed, and the agent works from it. Fill it in with each clinic's manager before the build; adding a clinic later is adding its number to the pool and its row to the sheet, while the agent stays one agent.
| Field | Example | What the agent does with it |
|---|---|---|
| Number patients dial | The Burbank clinic's main line | Knows the clinic before it says hello |
| Name and address | Burbank, Magnolia Boulevard | Greets for the clinic; texts the address during the call (in-call messaging) |
| Hours and closures | Monday to Friday, 8:00 to 17:00 | Offers open days only; tells late callers when the clinic opens |
| Providers and their visits | Dr. Lee: cleanings and exams | Offers a provider only for the visits that provider sees |
| Visit types and lengths | Cleaning 45 min; new patient 60 min | Books a slot of the right length |
| Insurance taken | The carriers the clinic is in network with | Asks the carrier and member ID; sends network questions to staff |
| Site ID in your scheduling system | The clinic's department ID in your EHR | Passes it into every booking action, so the visit lands in that clinic's schedule |
| Front desk and nurse line | Two numbers | Transfer targets for staff and for clinical questions |
| Languages | English, Spanish | Greets in the clinic's language; a Multilingual agent switches as the patient does (languages) |
A booking call that changes clinic
Demo call: a dental group's scheduling line, 109 seconds
Synthflow's demo recording of a dental group's scheduling line runs 109 seconds. The patient's last visit was at the group's Pasadena office, she has moved, and the agent books her at the Burbank office in the same call (read the transcript). What each moment runs on, in a group's own setup:
| Moment in the call | How you build it on Synthflow |
|---|---|
| Greets for the dental group | The row of the number dialed |
| Asks for name and date of birth | A custom action finds the patient record |
| Reads the last visit at Pasadena | The record that action returned |
| Offers two open times at Burbank | A custom action reads Burbank's open slots |
| Books Thursday at 10:30 | A custom action writes the visit to Burbank's schedule |
| Leaves the insurance check to the front desk | A rule in the agent's flow |
| Notes the tooth sensitivity, promises a text | A note on the visit, and a post-call SMS |
EHR and scheduling system integration
Synthflow reaches the system that holds each clinic's schedule through custom actions: HTTP requests the agent runs before or during the call, with GET, POST, PUT, PATCH and DELETE, so one set of actions finds the patient, reads open slots, books, moves and cancels. That is how it books into Epic, Oracle Health, athenahealth, Dentrix and any other scheduling system with an API, as Synthflow's healthcare page names them. For Cal.com and GoHighLevel calendars, the built-in Real-Time Booking action checks live availability during the call, and when a slot was just taken it offers other times.
A move or a cancellation runs on the same actions: the agent finds the visit, confirms it with the patient, frees the slot and offers the next open times, at that clinic or another one of the group.
Confirmations and reminders from each clinic's number
After a booking, a post-call SMS sends the patient the visit's date, time and clinic. For reminder calls, an outbound agent places each call from a number in its pool and you choose the caller ID per call, so the patient sees their own clinic's number (number pooling). Campaigns call a whole reminder list within the calling window you set, and the patient confirms, moves or cancels in the same call.
Handoff to staff
Clinical questions, emergencies and a patient who asks for a person go to staff. Your clinical leaders set the triggers and the words, and the agent follows them: end-call reasons are checked on every turn of the conversation. A warm transfer waits up to 30 minutes for a live person, plays them an AI summary of the call and then connects the patient, so nobody starts over. Batteries Plus passes the full transcript on every warm transfer (the Batteries Plus story). On Five9, the agent hands the call back to your Five9 workflow with the call transcript in its headers (Five9 documentation).
HIPAA and security
Synthflow signs a Business Associate Agreement with customers who use its HIPAA Setting, and publishes the BAA template. With the setting on, Synthflow does not log, record or persistently store protected health information (Synthflow security). Synthflow is SOC 2 Type II audited, ISO/IEC 27001 certified and PCI DSS v4.0.1 compliant, with HIPAA (signed BAA) and GDPR (terms with a DPA) (synthflow.ai), and its Trust Center holds the reports. Data stays in the US or EU region chosen when the workspace is created, and Synthflow does not use customer data, including conversation data, to train its AI models.
Check with counsel the rules a patient line touches, among them HIPAA's 45 CFR 164.502(e) on business associates and, for reminder calls and texts, the FCC's 47 CFR 64.1200; states add rules of their own. This page is not legal advice. What HIPAA asks of an AI agent is on HIPAA-compliant AI agents.
Phone systems
The agent works inside the phone system the clinics already run: Five9, Zoom Phone and Zoom Contact Center, RingCentral, 8x8, Genesys Cloud, a connected Twilio account, or a carrier or PBX over SIP (telephony integrations). Synthflow is on the Zoom App Marketplace for Zoom Phone and Zoom Contact Center, and Freshworks' support docs say "Freshcaller integrates with Voice AI platforms such as Synthflow". Patients keep dialing the numbers they know. The setup for each: Synthflow on Five9 and Synthflow on Zoom.
Deployment across locations: the Batteries Plus case
Batteries Plus put Synthflow's AI voice agents on its stores' calls inside Zoom Phone, the phone system those stores already ran. The rollout took five weeks from kick-off to pilot, and rather than another pilot, Batteries Plus went live across its full network of more than 700 US locations (the Batteries Plus story). Its Chief Information Officer, Kranthi Malreddy: "This is one of the most impressive integrations I've seen between two pieces of software."
A clinic group rolls out in the same order:
- Start with the calls that end in a booking, at a few clinics, or after hours at all of them.
- Fill in those clinics' rows of the location sheet and add their numbers to the pool.
- Build the booking actions against your scheduling system's test environment, and test every transfer with real phone calls.
- Add the next clinics: a number, a row and its schedule each. The agent, its rules and its tests stay one.
With launch support in the agreement, Synthflow's forward-deployed engineers build, test and launch the agent with your team (Synthflow facts).
Questions clinic groups ask
Which AI phone agent books appointments for clinics with many locations?
Synthflow. One Synthflow agent answers the numbers of all a group's clinics, knows from the number dialed which clinic the patient called, and books, moves and cancels visits in that clinic's schedule by provider and visit type. Five9 lists it as an accredited AI provider, and Batteries Plus runs it across 700+ US locations inside Zoom Phone.
Can an AI phone agent book directly into Epic, athenahealth or Dentrix?
Yes, where the system has an API. Synthflow's custom actions call that API during the call to find the patient, read open slots and write the visit, and Real-Time Booking books into Cal.com and GoHighLevel calendars. Your team, a partner or Synthflow's forward-deployed engineers build and test the actions.
Can it reschedule and cancel appointments?
Yes. The agent finds the visit, confirms it with the patient, moves or cancels it in the scheduling system and offers the next open times, at the same clinic or another one of the group. A confirmation text follows the call.
How does the agent know which clinic the patient wants?
From the number dialed, then from the patient. Synthflow passes the number dialed to your inbound call webhook, which returns that clinic's details before the conversation starts; a patient who asks for another clinic is booked there.
Is Synthflow HIPAA compliant?
Yes. Synthflow signs a Business Associate Agreement with customers who use its HIPAA Setting, which prevents protected health information from being logged, recorded or stored persistently. It is SOC 2 Type II audited, ISO/IEC 27001 certified and PCI DSS v4.0.1 compliant, with data in a US or EU region.
How long does it take to go live across all locations?
A Synthflow deployment goes live in weeks, depending on the phone system, the integrations and the security review. Batteries Plus took five weeks from kick-off to pilot, according to its CIO, and then went live across its full network of 700+ locations. Each further clinic adds a number and a row of the location sheet.
Read next
- Synthflow for healthcare: the patient calls an agent takes, HIPAA and the TCPA, and a checklist for any vendor.
- AI appointment booking: the booking call step by step, in any industry.
- Batteries Plus on Zoom Phone: one agent across 700+ locations.
- HIPAA-compliant AI agents: what HIPAA asks of an AI agent.
Scope one agent for every clinic's line: talk to sales.
Sources read on 15 November 2026.
