Quick Answer
The five key concepts in Rivvi are: Campaign (your outreach program), Run (a single execution), Engagement (one patient contact), Task (follow-up action), and Agent (AI that makes the calls). Understanding how these work together is essential to using Rivvi effectively.
Who This Is For
New users learning Rivvi terminology
Team members who want to understand the system
Anyone creating or managing campaigns
What You'll Learn
What each key term means
How these concepts work together
Real-world examples
Common terminology questions
The Five Key Concepts
Term | Simple Definition | Example |
Campaign | A type of outreach program | "Medication Adherence Reminders" |
Run | One execution of a campaign | "January 2025 Diabetes Patients" |
Engagement | One patient contact in a run | Call to John Smith on Jan 15 |
Task | A follow-up action needed | "Call back patient who had questions" |
Agent | AI that conducts the calls | "Medication Adherence Agent v2.0" |
[INSERT IMAGE: Diagram showing how all 5 concepts relate to each other]
Campaign
What It Is
A Campaign is a reusable template that defines:
The purpose of outreach (medication reminders, appointment scheduling, wellness checks)
What the AI agent will say and do
What automations and follow-ups to create
Settings and configuration
Think of it as the "blueprint" for your patient outreach.
Key Characteristics
✅ Reusable: Create once, use many times
✅ Template-based: Start from pre-built templates
✅ Configurable: Customize settings, automations, agents
✅ Persistent: Campaigns exist permanently until deleted
Real-World Examples
Campaign Name | Purpose |
Medication Adherence Check-ins | Monthly calls to ensure patients are taking prescriptions |
Appointment Reminders | 24-hour reminders before scheduled appointments |
Annual Wellness Visit Outreach | Invite patients for yearly checkups |
Post-Discharge Follow-up | Check on patients 3 days after hospital discharge |
Flu Shot Campaign | Promote flu vaccinations during flu season |
[INSERT IMAGE: Campaign detail page showing template information]
💡 Tip
Name campaigns by their purpose, not by dates. Good: "Diabetes Medication Adherence". Bad: "January 2025 Campaign".
Run
What It Is
A Run is a single execution of a campaign with:
A specific list of patients
A specific time period
A selected AI agent version
A schedule for when calls happen
Think of it as pressing "play" on your campaign for a particular group of patients.
Key Characteristics
✅ One-time execution: Each run happens once
✅ Patient-specific: Contains a defined list of patients
✅ Trackable: Has clear start/end dates and status
✅ Results-oriented: Produces measurable outcomes
Run States
Runs progress through these states:
State | Meaning | What You Can Do |
Draft | Being set up, not started | Edit, upload patients, configure |
Active | Currently running | Monitor, pause, view progress |
Paused | Temporarily stopped | Resume or cancel |
Complete | Finished successfully | View results, export data |
Failed | Ended due to error | View error logs, retry |
Cancelled | Manually stopped | Archive or delete |
[INSERT IMAGE: Run state diagram showing progression]
Real-World Examples
Using the "Medication Adherence Check-ins" campaign:
Run Name | Patients | When | Agent |
Q1 2025 - Diabetes | 500 diabetes patients | Jan 15-31 | Med Adherence v2.1 |
Q2 2025 - Diabetes | 485 diabetes patients | Apr 15-30 | Med Adherence v2.1 |
Q1 2025 - Hypertension | 300 hypertension patients | Jan 15-31 | Med Adherence v2.1 |
[INSERT IMAGE: Multiple runs listed under one campaign]
📘 Note
You can run the same campaign multiple times with different patients, dates, or settings. Each is a separate "run".
Engagement
What It Is
An Engagement is a single interaction attempt with one patient in a run:
One phone call (successful or not)
Call duration and outcome
Recording and transcript (if call connected)
Any data collected during the call
Think of it as "one line in your call log".
Key Characteristics
✅ Patient-specific: One engagement per patient per run
✅ Outcome-tracked: Records what happened
✅ Recorded: Saves call audio and transcript
✅ Data-rich: Captures responses, sentiment, next steps
Engagement Outcomes
Outcome | Meaning | What Happens Next |
Success | Call connected, goals achieved | Marked complete |
No Answer | Patient didn't pick up | May retry based on settings |
Busy | Patient's line was busy | May retry based on settings |
Voicemail | Left message | Logged, may create task |
Failure | Technical issue or patient hung up | Logged, may create task |
Opted Out | Patient requested no more calls | Added to DNC list |
[INSERT IMAGE: Engagement detail showing call recording, transcript, and outcome]
Real-World Example
Patient: John Smith
Campaign: Medication Adherence Check-ins
Run: Q1 2025 - Diabetes
Date: January 15, 2025, 2:30 PM
Duration: 3 minutes 42 seconds
Outcome: Success
Data Collected: Confirmed taking medication, no side effects, refill scheduled
Tasks Created: None (patient compliant)
Task
What It Is
A Task is a follow-up action that requires human attention:
Call back a patient who had questions
Reschedule an appointment
Verify medication availability
Address a concern raised during the call
Tasks are automatically created based on campaign automations or call outcomes.
Key Characteristics
✅ Action-oriented: Requires someone to do something
✅ Assigned: Can be assigned to specific team members
✅ Trackable: Has status (Open, Resolved)
✅ Linked: Connected to specific patient and engagement
Task Types
Type | Created When | Example |
Callback Required | Patient couldn't talk, requested callback | "Call Mary Johnson back at 3pm" |
Question/Concern | Patient had a question agent couldn't answer | "Patient asked about medication dosage" |
Appointment Needed | Patient needs to schedule something | "Schedule colonoscopy for James Lee" |
Verification Needed | Information needs human verification | "Verify pharmacy has prescription" |
Custom | Based on your campaign automations | Anything you configure |
[INSERT IMAGE: Task list showing various task types and statuses]
Task Statuses
Status | Meaning |
Open | Not yet addressed |
In Progress | Someone is working on it |
Resolved | Completed successfully |
Failed | Couldn't be completed |
Cancelled | No longer needed |
Real-World Example
Task: Callback Required
Patient: Sarah Williams
Campaign: Medication Adherence Check-ins
Run: Q1 2025 - Diabetes
Created: January 15, 2025, 2:45 PM
Reason: Patient was at work, requested callback after 5pm
Assigned to: Maria (Care Coordinator)
Status: Resolved
Resolution: Called back at 5:30pm, patient confirmed medication adherence
[INSERT IMAGE: Task detail view showing all information]
Agent
What It Is
An Agent is the AI voice that:
Calls patients
Holds conversations
Follows scripts and logic
Collects information
Creates tasks when needed
Think of it as a very smart, never-tired team member who makes calls.
Key Characteristics
✅ Voice-based: Sounds natural and human-like
✅ Conversational: Can handle questions and variation
✅ Purpose-built: Each agent designed for specific use cases
✅ Versioned: Agents improve over time with new versions
✅ HIPAA-compliant: Secure and privacy-focused
Agent Versions
Agents are continuously improved. You can select which version to use:
Version | What Changed | When to Use |
v1.0 | Original release | Testing only |
v1.5 | Improved question handling | Stable, proven |
v2.0 | Natural language updates | Recommended |
v2.1 | Spanish support added | Latest features |
💡 Tip
Always use the latest recommended version unless you have a specific reason not to. New versions are better at handling complex conversations.
[INSERT IMAGE: Agent selection dropdown showing versions]
What Agents Can Do
✅ Introduce themselves and explain purpose
✅ Ask questions and listen to responses
✅ Confirm appointments or medication adherence
✅ Schedule follow-ups
✅ Transfer to human if needed
✅ Understand and respond to common questions
✅ Detect sentiment (frustrated, confused, etc.)
✅ Create tasks for human follow-up
What Agents Cannot Do
❌ Diagnose medical conditions
❌ Provide medical advice
❌ Prescribe medications
❌ Handle emergency situations (will transfer)
❌ Make complex medical decisions
How They All Work Together
Let's follow a complete example:
[INSERT IMAGE: Flow diagram showing complete process]
Example: Medication Adherence Program
Step 1: Create Campaign
Name: "Monthly Diabetes Medication Check-ins"
Purpose: Ensure patients take insulin regularly
Settings: Create task if patient reports issues
Step 2: Create Run
Name: "January 2025 - East Clinic Patients"
Patients: Upload 200 diabetes patients from East Clinic
Agent: Select "Medication Adherence v2.1"
Schedule: Calls between Jan 15-20, 9am-5pm
Step 3: Launch Run
Run starts automatically on Jan 15 at 9am
Agents begin calling patients
Step 4: Engagements Happen
Engagement 1: John Smith
Outcome: Success
Data: Taking medication correctly
Tasks: None created
Engagement 2: Mary Johnson
Outcome: Success
Data: Ran out of medication
Tasks: "Contact pharmacy to verify refill"
Step 5: Tasks Created
Task for Mary Johnson assigned to care coordinator
Care coordinator calls pharmacy
Task resolved
Step 6: Run Completes
All 200 patients contacted
Results:
150 successful, medication adherence confirmed
30 no answers (will retry)
15 tasks created for follow-up
5 requested callback
Common Questions
Q: Can I have multiple runs of the same campaign running at once?
A: Yes! You can run the same campaign multiple times simultaneously with different patients.
Q: What's the difference between a campaign and a run?
A: A campaign is the template/blueprint. A run is executing that template with actual patients. Think of it like a recipe (campaign) vs actually cooking the meal (run).
Q: How many engagements are in a run?
A: One engagement per patient. If you upload 500 patients, you'll have 500 engagements.
Q: Do tasks expire?
A: No, but you should resolve them promptly. Use filters to find old open tasks.
Q: Can I change agents mid-run?
A: No. Once a run starts, you cannot change the agent. Create a new run if you need a different agent.
Q: What happens if a patient is in multiple runs?
A: They'll receive calls from each run independently. Make sure you're not over-calling patients by checking their engagement history.
Q: Can one task belong to multiple patients?
A: No. Each task is patient-specific and links to one engagement.
Visual Reference
The Hierarchy
Organization └── Campaign └── Run └── Engagement (per patient) └── Task (if needed)
[INSERT IMAGE: Hierarchy diagram showing relationships]
The Flow
1. Create Campaign (template)
2. Create Run (select patients, agent, schedule)
3. Launch Run
4. Engagements happen (calls made)
5. Tasks created (when follow-up needed)
6. Tasks resolved (team addresses them)
7. Run completes
8. Review results
[INSERT IMAGE: Flow diagram with icons]
Next Steps
Now that you understand these terms: