Can patients request callbacks from our website?

Yes. Mediflo provides an API endpoint that any web form can call to create a contact request. The request appears instantly in the agent queue with the information the patient provided.

What happens if two agents try to claim the same request?

Mediflo uses optimistic concurrency control. The first agent to claim the request gets it. The second agent sees a conflict notification and the request is removed from their available queue. No duplicate callbacks.

How are priorities assigned?

Priorities are configurable per source. For example, missed calls can default to HIGH priority, website forms to MEDIUM, and voice bot escalations to URGENT. You can also set manual priority overrides per request.

Contact Requests

Turn Every Inquiry into a Conversation

Web forms, voice bots, and missed calls — all in one hub with priorities and lifecycle management.

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Capabilities

Every request, one queue

Collect contact requests from every channel and manage them with priorities, lifecycle tracking, and full patient context.

Multiple Sources

Website forms, voice bot escalations, missed calls, IVR abandonments, external APIs — every source feeds into one unified queue. No request gets lost.

Request Lifecycle

Each request follows a defined lifecycle: PENDING to IN_PROGRESS to COMPLETED, EXPIRED, or CANCELLED. Claim, unclaim, and reassign with cooldown periods to prevent duplicates.

Priorities & Queuing

URGENT, HIGH, MEDIUM, LOW — each request gets a priority with visual distinction. Configure defaults per source, auto-resolve on successful contact.

Built into the Platform

No extra cost — built into the platform. Agents see full patient context — CRM data, call history, previous interactions — directly in the request view.

Use cases

Website contact form to agent callback

Voice bot "request a callback" escalation

Missed call automatic follow-up

Priority-based callback management

Frequently asked questions

Find answers to common questions about this product.

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