Context

When a participant partially completes a screening conversation via text and then receives a follow-up call, the AI agent may restart the questionnaire from the beginning rather than picking up where the conversation left off. Additionally, the AI agent may re-ask questions (such as date of birth or gender) that the participant has already answered in a prior interaction.

Answer

A follow-up call is a new session. The voice agent receives the patient's name and contact details, but not the answers given in the earlier text conversation. If a text conversation was interrupted or left incomplete, the call therefore starts the questionnaire from the beginning rather than resuming mid-conversation.

For the same reason, the agent may ask again for details such as date of birth or gender that the participant already gave by text.

For the call timing, follow-up calls are scheduled based on a configured cadence (e.g., 2 hours after the initial text). If you notice the timing is inconsistent with what was agreed upon, please reach out to your implementation contact to review and adjust the cadence settings for your account. Lead recruiters can also change wait times and other steps themselves in Cadences → Definitions.

If you have concerns about a participant being contacted multiple times or by what appears to be duplicate outreach, note that the AI agent tracks its own contact attempts. If a participant was scheduled through a separate channel (e.g., a direct clinic call), the AI agent may not automatically be aware of that scheduling unless it is reflected in the connected system. In such cases, the cadence continues until it reaches an outcome (for example, the participant says during a call that they are already scheduled), the participant calls in or revokes consent, or a recruiter cancels it. To stop outreach straight away, cancel the cadence from the patient's profile with Cadence Actions → Cancel Cadence.