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Onboard / Activate

First-injection onboarding and technique coach

The pen is in their hand, the prescription went through, and now they are staring at a needle they have never used — meet them in that exact moment.

Close the loopGet aheadSystem triggerTime-based triggerChatPushWhatsAppIn-appGLP-1 & PeptidesHealth & Telehealth

What it does

For a patient starting a GLP-1 medication, the prescription arriving is not the hard part; the first self-injection is. They open the box, freeze on which site to use, whether the pen was out of the fridge long enough, what angle, how long to hold, and a fear they will not call the clinic to ask. That gap between "prescription received" and "actually injected" is where early no-start churn lives, and a generic welcome email does nothing for it. The agent walks the patient through pen technique step by step, answers the in-the-moment fear, and confirms the first dose actually happened — turning a stalled box on the counter into a started course.

How it works

  1. 1
    Trigger. a fulfilment or system event marks the first pen as delivered, or the scheduled first-dose day arrives without a confirmed injection — the agent opens the walk-through rather than waiting for the patient to ask.
  2. 2
    Decision. the agent recalls where this patient is (first pen vs a re-start), checks consent and quiet hours, and steps through the approved technique sequence — site choice and rotation, room-temperature wait, angle, slow hold, safe disposal — adapting to the question actually asked. Every unprompted message passes a quality judge before it sends.
  3. 3
    Action. an in-app, chat, push, or WhatsApp conversation guides the dose in real time, then asks one plain confirmation — "were you able to take it?" — so a started course is recorded, not assumed.
  4. 4
    Follow-through. if the patient confirms on their own first, the queued nudge is cancelled before it sends; the first-dose-confirmed event writes back to the program; any pain, a stuck pen, or distress routes to a clinician instead of more coaching, and lift is measured against a holdout.
Example
AgentYour pen arrived today. Whenever you're ready for your first dose, I'll stay with you step by step. First thing: take the pen out of the fridge and let it sit about 30 minutes so it's at room temperature — cold injections sting more.
CustomerIt's warmed up but I'm honestly nervous about where to put it.
AgentCompletely normal on the first one. The front of your thigh or your stomach a couple of inches from the belly button both work — pick whichever feels easier, pinch gently, and go straight in. Take your time. Tell me once it's done and we'll note it.

Configuration

How the agent is wired for this use case.

Triggera first_pen_delivered event from the pharmacy/fulfilment system, or a first_dose_day_reached time signal with no confirmed injection on record.
Tools & actions
  • Pharmacy/fulfilment system · read first-shipment delivery status to know the pen is in hand.
  • Clinical/EHR system · read the prescribed medication and start date; write back the first-dose-confirmed event.
  • Knowledge base · step through the approved pen-technique sequence (site, room-temperature wait, angle, hold, disposal).
  • Messaging channel · run the real-time guided walk-through and ask the plain first-dose confirmation.
  • Scheduling system · queue the first-dose-day nudge and cancel it if the patient confirms on their own beforehand.
Autonomythe technique walk-through and the first-dose confirmation run unattended under judge gating, frequency caps, and quiet hours; the agent coaches approved injection technique only — it never changes a dose, diagnoses, or gives medical advice, and any clinical concern is detect-and-escalate.
Channelschat · push · whatsapp · in-app
Escalationinjection pain that does not settle, a pen that will not deliver, a suspected wrong dose, or any distress hands off to a clinician with the conversation context attached.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

first-shipment delivery events and the scheduled first-dose date; a confirmation event when the dose is taken.

Data

prescribed medication and start date, whether this is a first start or a re-start, technique-guide content approved by the clinical team, notification preferences and consent.

Guardrails

the agent gives injection-technique guidance only, never dose or medical advice; clinical concerns escalate to a clinician; judge review of every unprompted message; frequency caps and quiet hours; holdout measurement so the first-dose lift is proven, not assumed.

Metrics it moves

  • activation-rateup, by converting a delivered prescription into a confirmed first injection instead of a box left on the counter.
  • intake-completionup, the first dose is the completion event for the start of the course.
  • churndown, patients who clear the scariest moment are the patients who stay past week one.
  • adherenceup, a confident first injection sets the pattern for the weekly doses that follow.

Related use cases

Onboard / Activate

In-app activation companion

the general activation engine this pins to one high-anxiety clinical moment

Onboard / Activate

Baseline-labs chase before first injection

the clinical gate that clears just before this step

Engage / Lifecycle

Weekly-injection reminder with missed-dose next-step

the recurring dose cadence that follows the first one

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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