A Multi-Brand Voice AI System For Lead Recovery
WellnessWag offers Emotional Support Animal (ESA) and Psychiatric Service Dog (PSD) letter services. Its customer journey often starts with a Facebook or Instagram ad, then moves to an intake form, account creation in its internal electronic health record (EHR) system, and a payment page.
But not everyone made it to the finish line. Some visitors abandoned their forms, while others completed the intake process but never paid.
We integrated Retell AI into this existing workflow, giving WellnessWag a way to follow up with potential customers through personalized voice calls, answer process-related questions, and help them pick up where they left off.
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Getting visitors to the website was only half the job.
WellnessWag was already attracting potential customers through paid social campaigns and organic content. The opportunity was in what happened next: reconnecting with people who had shown interest but dropped out before completing their purchase.
Leads Were Dropping Off Midway
Visitors sometimes left before completing their assessment or payment. Each incomplete journey represented a potential customer the business could lose without timely follow-up.
Every Customer Had Different Questions
People had different concerns about the process, pricing, eligibility, and next steps. Generic reminders couldn't address every question or help customers feel confident enough to continue.
Manual Follow-Ups Couldn't Scale Easily
Calling abandoned leads individually takes time. WellnessWag needed a consistent way to reach potential customers without adding the same workload to its support team.
Follow-Ups Needed Context and Guardrails
The agent needed customer journey context while respecting healthcare privacy, limiting call frequency, enforcing permitted calling hours, and separating marketing from utility communications.
We connected voice AI to the systems already running the customer journey.
Retell AI provided the voice-agent platform. EnactOn built the integration around it, connecting the agent to WellnessWag's forms, EHR, communication channels, and follow-up logic. The result was an automated workflow designed around what each customer had actually done.
Retell AI Connected to the Existing Workflow
We integrated Retell AI through its APIs, connecting voice conversations with WellnessWag’s existing systems so the agent became part of the customer journey.
Custom Call Triggers Within 15–20 Minutes
Since Retell couldn’t detect abandoned forms or checkouts automatically, we built custom logic to identify drop-offs and trigger calls within 15–20 minutes.
Personalized Conversations Using Form and EHR Data
We passed relevant customer and journey details into the agent’s context, helping it personalize conversations and answer process-related questions instead of relying solely on generic scripts.
Checkout Links, Discounts, and Testimonials
The agent could send checkout links and applicable discounts through SMS or email. When customers hesitate, it could also share testimonials to address trust concerns.
Human Handoffs Whenever Customers Ask
Automation shouldn’t leave customers stuck talking to AI. We enabled call transfers to human representatives whenever someone requested personal assistance or needed support beyond the agent’s scope.
Integrations Beyond the Voice Call
We integrated the EHR and Twilio for patient records and reminders, implementing call-frequency limits, permitted calling windows, and separate numbers for marketing and utility calls.
More opportunities to recover sales, without rebuilding the entire customer journey.
The integration gave WellnessWag a way to reconnect with potential customers automatically. It also created a repeatable approach that could be applied across other businesses within CrossEven's portfolio.
Around 10% of Abandoned Opportunities Recovered
According to the client, the voice-agent workflow helped recover around 10% of otherwise abandoned revenue opportunities. This is a client-reported result, not an independently audited figure.
One Workflow Across Multiple Brands
The same approach was implemented across multiple brands in CrossEven's portfolio, including businesses offering different types of online healthcare-related services. This made the integration reusable beyond a single website.
Automated Follow-Ups With Human Support Available
Customers received timely calls, personalized answers, and relevant links, with human support available. Separate marketing and utility numbers, call-frequency limits, and permitted calling hours supported compliance controls.
Why It Made Sense for WellnessWag
The right solution needed to fit WellnessWag’s existing operations, make customer interactions more relevant, and account for the added complexity of healthcare workflows and compliance requirements.
The Opportunity Was Already in the Funnel
WellnessWag was already investing in website traffic. Following up with interested visitors created another chance to convert existing leads without relying entirely on additional advertising spend.
Context Made Automation More Useful
Connecting the agent to form and EHR data made conversations more relevant to each customer’s progress, while leaving clinical assessments and eligibility decisions to qualified professionals.
Healthcare Automation Needs More Than a Good Voice
A convincing voice wasn’t enough. The workflow also needed accurate data, privacy safeguards, appropriate call timing, and reliable human handoffs to support safer, more responsible automation.
The Approach Could Extend Across Brands
CrossEven operates multiple businesses with similar customer journeys. Building a reusable integration made it easier to extend abandoned-lead follow-ups across different brands and service categories.
Core Capabilities
AI Voice Agent Integration
Connecting voice AI platforms to business systems to automate customer conversations and follow-ups.
API and EHR Integration
Connecting forms, internal records, and customer workflows so automated interactions can use relevant context.
Workflow Automation
Building custom triggers based on customer actions, payment status, and abandoned journeys.
Multi-Brand Automation
Creating reusable integrations that support similar customer journeys across multiple businesses.
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