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Onboard / Activate

Inbound-switcher onboarding from a rival program

A patient already weeks into treatment is signing up with you — the worst thing you can do is make them start from week one again.

Close the loopNext best thingBehavioral triggerSystem triggerChatIn-appEmailGLP-1 & PeptidesHealth & Telehealth

What it does

A patient arriving from another provider, or off a compounded supply, is not a new start; they are mid-therapy and carry a dose history. Most intakes ignore that and run them through the same blank questionnaire as a first-timer, which both annoys an experienced patient and quietly creates a clinical risk — a gap in care, or a re-titration the clinician needed to see and did not. The agent captures the one thing a switcher actually has that a beginner does not: the last medication, the last dose, and the date it was taken. It flags any gap-in-care or re-titration need for the clinician and resumes therapy at the right point, so you win the switcher instead of restarting them from zero.

How it works

  1. 1
    Trigger. a switch-in intent — a sign-up that indicates prior medication use, or an intake answer that the patient has been on a weight-loss medication recently — opens the continuity capture instead of the standard first-timer path.
  2. 2
    Decision. the agent gathers last drug, last dose, and last-dose date in a short conversational exchange, recognises whether the gap since the last dose implies a re-titration, and assembles a clean continuity packet; it never decides the resumed dose itself — that is the clinician's call. Every unprompted message passes a quality judge first.
  3. 3
    Action. a chat, in-app, or email conversation confirms the captured history back to the patient in plain language, tells them the care team will set the safe resume point, and hands the structured packet — last drug, dose, date, gap-in-care flag — to the clinician for the dosing decision.
  4. 4
    Follow-through. the continuity packet and any gap-in-care flag write back to the clinical record; the clinician's decision drives the resume and any follow-up booking; if the gap or the history raises a safety question, it routes to a clinician before therapy resumes, and conversion of switch-ins is measured against a holdout.
Example
AgentWelcome — it looks like you've been on a weight-loss medication already, so let's not make you start over. Three quick things: which medication, what dose were you on most recently, and when was your last injection?
CustomerTirzepatide, and I'd worked up to one of the higher doses — but my last shot was about five weeks ago when my old provider lapsed.
AgentGot it — tirzepatide, an upper-tier dose, last taken around five weeks ago. Because there's been a gap, your clinician will confirm the exact dose and the right point to resume rather than us assuming the old one. I'm flagging that gap on your file now so they pick the safe restart and book your follow-up.

Configuration

How the agent is wired for this use case.

Triggera switch_in_intent behavioural signal at sign-up, or a prior_medication_used system flag from the intake indicating recent weight-loss-medication use.
Tools & actions
  • Clinical/EHR system · write the captured last-drug / last-dose / last-date history and the gap-in-care flag to the record for the clinician.
  • App backend · read the sign-up / intake context that marks this as a switch-in rather than a first start.
  • Knowledge base · run the approved continuity-capture sequence and explain in plain language why the care team sets the resume point.
  • Scheduling system · book the clinician follow-up that the resume decision requires.
  • Messaging channel · confirm the captured history back to the patient and route the packet onward.
Autonomythe history capture, the plain-language confirmation, and the packet hand-off run under judge gating and frequency caps; the agent never sets or advises the resumed dose and makes no clinical judgement on the gap — it captures, flags, and escalates the dosing decision to a clinician (detect-and-escalate).
Channelschat · in-app · email
Escalationa gap or history that raises a re-titration or safety question, or any clinical concern, hands the continuity packet to a clinician before therapy resumes.

What you need

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

Signals

a switch-in intent at sign-up and any intake flag of recent medication use; a completion event when the continuity packet is captured.

Data

last drug, last dose, and last-dose date; the gap-since-last-dose; the clinician-defined rules for what gap implies a re-titration review; consent and notification preferences.

Guardrails

the agent captures and flags but never decides a resumed dose or gives medical advice; the dosing decision and any re-titration are the clinician's, behind a mandatory escalation; judge gating, frequency caps, and holdout measurement on every unprompted message.

Metrics it moves

  • conversion-rateup, by winning the experienced switcher with a resume instead of a restart that sends them elsewhere.
  • intake-completionup, a short history capture beats a full blank questionnaire for a mid-therapy patient.
  • activation-rateup, the switcher reaches their first dose with you faster and at the right point.
  • churndown, a clean continuity hand-off avoids the gap-in-care that loses a patient early.

Related use cases

Onboard / Activate

Conversational intake and eligibility check

the first-timer intake this continuity path replaces for switch-ins

Retain / Save

Serial-switcher loyalty defense

the mirror flow that retains your own at-risk patient instead of capturing an incoming one

Onboard / Activate

Compounded-to-brand supply-transition concierge

the sibling onboarding for a patient moving off compounded supply

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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