Takeda Clearway demo¶

Status: Current | Last reviewed: 2026-10-20

Clearway AI Activity¶

Open Clearway Support (agent 4463) and enable Show AI Activity in Preview. New sessions use clearway_record_patient_receipt for patient recordkeeping and clearway_escalate_patient_receipt for an accepted human handoff. The call-start, patient-save and call-finish workflows also use Clearway names.

Refresh an already-open editor before starting a new session to load the updated action names. Earlier versions and recorded activity retain their original names.

Backup: go straight to a human¶

Call +1 833 629 4816 from a regular phone for the fixed demo backup. Have the Salesforce representative available in TrueServe-dev Inbound Queue. The number skips the AI self-service conversation and prepares:

• Denise's parent Case, with Multi-Patient Access Review as the reason.
• Thomas Whitfield's completed step-therapy appeal Case.
• Ashley Kowalski's escalated prior authorization Case.
• An inbound call activity and summary, with Prior Authorization Follow-up and Step-therapy appeal as the Customer Intents.

Each new call gets its own records. The scenario assumes Thomas's approval is complete and Denise wants help with Ashley's additional documentation request. Once connected, start with: “Hi, this is Denise. I'm following up on Ashley's authorization. We've already sent the clinical information more than once, and I'd like help getting this moving.”

The parent Case stays open for the human portion. Complete the usual wrap-up to close it. If record details fail to load, use Utility → Retry call details. If the summary reports that backup records could not be prepared, that is a Salesforce setup failure and should be reconciled before continuing the demo.

Use a regular phone to bypass Preview's audio path. Calling this number inside Telephony Preview still uses that path. The usual self-service demo remains at +1 804 413 6534.

Recovering a transferred call's details¶

Clear Connect's existing Utility item restores missing caller and Case details when a call arrives. After you accept, it opens the VoiceCall assigned to you and the existing interaction Case. This also handles the fallback record that Genesys can create after a Salesforce request times out.

If the details or tab cannot load, open Utility and select Retry call details. The recovery uses this call's saved records and does not create another Case. A conflicting saved Case link is left unchanged and reported in the utility. Refresh Salesforce after the recovery component is first deployed.

Record recovery does not reconnect a failed audio session. Report missing audio or repeating tones separately, including which side heard them.

Use Takeda Clearway in DevSDO to demonstrate a Voice Agent followed by a human representative with a Copilot. The Voice Agent explains the initial requests, offers help with the unresolved authorization, and transfers when Denise accepts a case manager. The human workspace and Agent Assist load the verified handoff.

The Voice Agent transcribes the caller, prepares a response and speaks it using the configured voice. The human Copilot separately transcribes the transferred call and updates the Salesforce workspace.

At transfer, the incoming call should show the verified caller name and a short request summary. For a repeated PA request, the summary identifies that work before the representative answers. The detailed history is available on the parent Case. The Voice Call then opens its parent Case and the patients actually discussed, with the escalated patient selected. The workspace can find the interaction while the final record link is being saved; an unrelated sample summary is never used as a default.

The incoming Connect card shows caller name and organization, followed by the short summary. It omits the phone number and extra separator. Refresh Salesforce after the September 30 connector update so that recap arrives when the card is created. On answer, the linked parent Case is assigned to the representative; an interaction without a Task is valid and should not produce an ownership-flow error.

Checking patient response flow¶

Test a complete conversation when changing the voice instructions:

• Ask for updates without naming a patient. The assistant should ask for the first patient once and wait.
• Pause while finding notes or saying the next patient's name. It should let you finish without supplying a patient or repeating the question.
• Finish one inquiry, then name the next patient. The next-patient question belongs only at that transition.
• React to the current patient's answer, ask why more information is needed, and say “thank you.” These turns should stay with that patient.
• Ask for help moving forward, then accept or decline the case-manager offer. A declined offer must keep the call open.

Listen for connected answers. A brief acknowledgement of a new status request can name that request, but repeated “Okay” or “checking” phrases, unfinished clarifications and announcements of internal recordkeeping are defects. Repeat the call with a different patient order and verify the patient Cases. A successful backend check alone does not establish that the spoken call works.

Genesys call workflow¶

The standard Genesys route can prepare Denise's call details during the welcome, reducing the work that must finish after the AI transfer. This does not select a patient: the AI must still wait for Denise to identify the patient she wants to discuss. If preparation is still running, the connector waits for that same request; it does not create another set of call records.

See Control Takeda call mappings for the editable Studio inputs, code-owned Salesforce fields, separate summary outputs, and known completion issues.

For the Vanguard Genesys demonstration, call +1 804 413 6534. This route uses Voice Agent 4463 v33, followed by Agent Assist 4465 in Salesforce. Genesys plays the welcome and handles telephone routing. Agent Studio looks up the caller and creates the Salesforce records. The call's parent Case has Case Reason: Multi-Patient Access Review.

The ANI lookup prefers a unique matching Account. If no Account matches, this demo uses Denise Warren. Once the records load, the assistant greets the coordinator by first name and answers from the available patient facts.

Version 22 removed the full-strength audio filter introduced in version 21. The October 6 runtime correction also stops sending a new voice instruction while the caller is speaking; replaying the reported appeal request and full patient name through the agent then transcribed both correctly. Version 23 keeps the call open after acknowledgements such as “Okay” or “Thanks.” The assistant ends the call only when the caller clearly finishes, or initiates a handoff after an explicit request or accepted offer. Version 24 restores Krisp at a gentler 50% strength, qualified with quiet recorded speech and a Telephony Preview call. A separate runtime fix prevents background noise at connection time from skipping the greeting. Version 25 restores the unresolved-request follow-up: after the status update, ask “What does that mean?” The assistant explains the recorded requirement change and offers a case manager when appropriate. It waits for acceptance and respects “not yet” across later questions. The explanation uses the returned Salesforce patient and facts, including renamed patients. Version 26 follows the staged script below: concise patient status first, policy explanation when asked, then an empathetic case-manager offer after the caller asks for help moving forward. It avoids repeating a completed patient's answer when moving to the next patient. The human wrap-up now uses saved records for its summary and defaults to Closed with the applicable Customer Intents. Version 27 addresses the repeated patient question and late answers during caller interruptions. It retains the same patient script and audio settings. Version 29, published October 7, asks for a patient once and then waits for your answer. Phrases such as “I lost my notes, but I know…” or “the next one is…” do not select a patient. The assistant discusses and records only patients you identify by name or a unique request description. An unknown name gets a clarifying question without suggesting names from the roster. Brief listening acknowledgements remain available. Start a new call to use this version.

Version 30, published October 7, reduces repeated “Okay,” “Alright” and “Got it” responses. Most requests receive the complete answer directly. For example, “That's all I needed for that patient” leads to “Who's the next patient?” without another recap or acknowledgement first. Frustration receives one specific acknowledgement connected to the offer of help, rather than two separate apologies. Pauses such as “I lost my notes, but I know…” remain silent while you finish. Occasional acknowledgements and native nonverbal listening sounds can still occur; this guidance does not guarantee their removal. Start a new call after the update to test this guidance.

Version 32, published October 7, waits quietly until you identify a patient by name or a unique request description. It asks for another patient once, after you explicitly finish the current one. Pauses, unfinished names, surprise and thanks do not advance to another patient. Answers and offers of help arrive as complete responses, with no separate listening sounds or repeated “Okay” replies. Four repeated audio rehearsals passed across two scenarios and two caller voices, including checks of the actual Salesforce records and handoff consent. Start a new call to use this version.

To inspect the tested configuration, use the version picker beside the agent name and choose Version 32. Its canvas has three stages: Transcribe caller, Patient conversation, and Speak the patient answer. Select Patient conversation to review the prompt and patient actions. The three-stage view replaces the earlier single Live voice stage. Version 33 subsequently changes the speech stage to ElevenLabs and is the current published version.

Recorded IVR messages¶

The welcome and transfer recordings use the same Josh — Warm, Smooth and Steady ElevenLabs voice as version 33. Their wording is unchanged. The backup number shares the transfer recording. Both routes were republished with these recordings on October 7.

These are recorded Genesys prompts, separate from the agent's speech settings. Changing the agent's voice does not re-record them automatically; the recordings must be replaced and the affected Genesys flows republished.

Preview inputs¶

For a direct Preview test of agent 4463, set these values in Template Variables (in the left column in full-screen Preview) before starting the call:

With that dnis, the default test ANI +15550100000 also uses Denise through the no-match fallback. A blank dnis stops the lookup with Unexpected called number, so it cannot reach either the matching Account or Denise fallback. Turn on Show AI Activity to inspect the start workflow's steps and results. For the full IVR and human transfer, use Telephony and dial the Genesys number; direct Preview does not enter the Genesys call flow. Select Deloitte Genesys Lab, dial +18044136534, and enter +16293034545 as Ani below the phone to test the matching Denise lookup. Genesys supplies the called number on this path. Show AI Activity follows the actual Genesys conversation, including start/end workflow actions. This combination was verified with the greeting in a real call on October 2.

In Agent Studio, the workflows are:

Ask about any patient in the returned Salesforce records, in any order. The agent uses the current record names and patient IDs; no patient names are preselected in its prompt. An unknown or ambiguous name prompts clarification. Each identified patient gets one child Case when their inquiry is discussed; later completion or escalation updates that same child. Merely loading the roster does not create patient Cases. Recordkeeping stays silent. An explanation or frustrated reaction does not accept a transfer; the assistant waits until the caller agrees to a case manager. The assistant can acknowledge the request while updates run. Submission is not confirmation that Salesforce has saved the update. The representative receives the existing call Case; patient outcomes appear as their background saves complete. If records cannot be verified, the assistant offers a representative.

Case IDs and handoff data are internal Action inputs, so they no longer clutter the voice prompt. Earlier prompts and configurations were backed up before the simplification, with restoration instructions in the workspace's .local-data/takeda-demo/backups/2026-10-01T21-01-01.820Z-before-simplification/. Refresh an already-open editor to see the updated workflow names and layouts.

Preview the Voice Agent¶

Current self-service script¶

This example uses the Salesforce demo records as of October 7, 2026. Current record names drive the conversation; patient names are not embedded in the agent prompt.

The AI pauses after each response. You can ask for a person earlier or decline the offer. Asking about a prior treatment requirement does not mean that a new treatment is needed.

Human wrap-up¶

For this two-patient interaction, the wrap-up opens with Case Status: Closed and Customer Intents: Prior Authorization Follow-up; Step-therapy appeal. The intents follow the patients actually discussed; a single-patient call only selects its applicable intent. Review these values and the generated summary, then choose Complete to save them.

When an open patient's appeal has been saved for internal review, wrap-up also selects a follow-up outreach recommendation naming that patient and the clinic coordinator. Keep it selected to create the follow-up Task on Complete. A previously created matching Task is not recommended again. Review its due date to match any commitment made to the caller.

The summary uses current patient names and saved work. A saved appeal for internal review is described that way; it does not establish payer submission or approval. Closing the parent interaction does not close the outstanding authorization or change the patient's historical request.

In Vanguard Agent Studio, open Takeda Clearway Voice Agent (4453) and select its draft. Open Preview at the right edge of the canvas to use the browser phone. Wait for the readiness check before starting a call. If an already-open editor still says testing is unavailable, reload the page to pick up the corrected Voice Agent classification.

Start the demonstration¶

The sidebar shows one current guide. Its transfer summary collapses as the appeal progresses. Field capture runs in Composition context, so its values fill the Salesforce form without adding separate suggestion cards.

The existing Takeda Clearway app uses Vanguard. Takeda Clearway Macau is the separate DevSDO app for the Macau deployment. Both use the Takeda journey designs. Choose the app that matches the call's configured environment; switching Salesforce apps does not change telephone routing.

The Macau number reuses the former AutoDesk test line. Open Takeda Clearway Macau, become Available, call that number, discuss Thomas with the Voice Agent, then ask about Renee and accept the transfer. Caller context and the already-discussed patient Cases load from Salesforce. The retired route's configuration is backed up.

After an environment restart, allow a warm-up rehearsal before presenting. The first load can take substantially longer than subsequent calls.

1. Open the Takeda Clearway Salesforce app.
2. Set your phone status to Available/Online.
3. Call +1 770 821 9161 from another phone. Ask the Clearway AI assistant about Thomas's recorded appeal.
4. Ask about Renee's repeated prior authorization and listen to the history and criteria explanation. Express frustration—for example, “Wonderful, another hoop to jump through.” The assistant should acknowledge the burden, explain how it can help, and offer a case manager. Accept the offer. Review the caller and short recap in Omni-Channel, then answer on the dedicated Takeda Voice Call page.
5. As Marcus, acknowledge Renee's history and continue the appeal discussion. Denise does not need to repeat the initial requests.

When correcting Marisol's insurance, wait for the assistant to read back the corrected plan, then confirm it. Agreement with the unchanged group or date alone does not authorize saving a corrected member ID. The assistant asks for clarification if a dictated date is ambiguous. Marisol is optional and is no longer part of the main script. Only patients discussed on this call appear in the handoff.

“Not yet—please explain it first” keeps the conversation with the Voice Agent. A direct request for a case manager does not need a second confirmation. Sarcasm or a question alone should not trigger a transfer. The assistant can explain recorded information and preserve context, but cannot promise approval.

Thomas's appeal uses his retained native Salesforce request and its linked plan. The assistant relays the recorded decision; that decision does not establish current coverage. This original request uses a September 30, 2026 demonstration snapshot, so “last week” remains consistent between runs.

Call from +1 804 221 8211 to appear as Denise Warren, a Patient Access Coordinator in Gastroenterology calling on behalf of Mayo Clinic. The Takeda sidebar follows the supplied nine-screen journey: Denise's avatar, practice, Account Summary, and Contact Details, including Mayo Clinic as the site network. Counts and contact fields come from Salesforce. Select the caller or practice name to open its record. The refresh icon reloads context. This styling belongs to the Takeda app.

Human appeal workspace¶

The sidebar shows one active suggestion at a time. The transfer summary lists only the patients discussed with the Voice Agent. When Marcus acknowledges that he has Renee's history, it collapses and the payer-criteria guidance appears.

1. Select Start Appeal in Agent Assist. The timeline is replaced by the full appeal form, with patient, plan, medication, diagnosis and denial information loaded from Salesforce. The Case tree stays available below it.
2. Ask about the prior therapy, its outcome and permission to use the clinical note. The three remaining fields fill from the conversation and the sidebar checklist tracks their progress. Review and correct the entries as needed.
3. Save Draft preserves a partial draft. Submit Appeal becomes available automatically once all three requirements are filled; saving first is optional.
4. Select Submit Appeal. After Salesforce confirms the submission receipt, the center returns to Renee's timeline with its new entry and Agent Assist shows Before Wrapping Up the Call.
5. Select Send Outreach to record the follow-up for the configured field reimbursement manager. Salesforce shows a success toast and Agent Assist advances to Wrap Up the Call. The sandbox records demo receipts; external payer delivery and a clinic visit are not confirmed.

The guide also recognizes an already recorded outreach note after a refresh, so you do not need to send it again when returning to the call.

The outreach card labels tomorrow as a Requested Visit and highlights reimbursement support, prior authorization guidance and billing questions for future patients. After Send Outreach succeeds, the wrap-up script says:

Also, I've reached out to Sam, our field reimbursement manager. I asked him to go to your clinic tomorrow to walk through reimbursement support options and help get ahead of any prior authorization or billing questions for your patients going forward.

Use the recipient and date shown for the current patient. The script describes a visit request; it does not confirm Sam's attendance.

A failed save leaves the form and your entries available for retry. Conversation updates do not overwrite your edits or transfer clinical details to a different patient. Completed calls reconstruct their saved Case and receipt context.

The Voice Agent usually waits quietly and gives one complete response, without a separate acknowledgement first. It listens silently through names, identifiers, dates and confirmation answers, and waits for verified results before reporting an outcome.

Select the TrueServe environment¶

Your administrator selects the connection on each dedicated Voice Call page. The Macau app uses Macau and the existing Takeda app uses Vanguard. The Takeda Clearway Macau Demo permission set grants access to the new app and its connection.

In the Connect flow, set the user-defined contact attribute trueserveEnvironment to vanguard before invoking trusrv-dev-orch-connect-session-start:takeda-vanguard. Pass agentId 4450 to select the Takeda Copilot. Both customer audio directions must be enabled.

The Lambda selects an endpoint configured by the administrator. Flow authors do not enter endpoint URLs or tokens. The Vanguard route is deployed and its private connection has been checked. Other environments can be added to the same Lambda configuration. The demo alias uses a verified published release. After changing an endpoint or token, the administrator must publish and promote the updated release.

An unknown environment returns an error. Leaving the attribute blank keeps the existing default route, so set it explicitly for the Takeda demo. The flow should check that the returned status is ok.

Call and patient records¶

For the Genesys demo number +1 804 413 6534, Voice Agent 4463 runs Clearway — Start call in Agent Studio before speaking. That workflow selects the Account matching the incoming number. If no Account matches, it uses Denise Warren. It creates the parent Case and call activity together, then loads patient facts. Repeated startup attempts reuse those records. Maintain this caller fallback in Studio's workflow 1856. Startup reads the required records directly; it does not reload Salesforce's Case-field configuration on every call. A failed patient save still requires reconciliation and is never reported as a successful outcome.

Voice Agent 4463 and startup workflow 1856 v6 use focused prompts and targeted Salesforce reads. Once context is verified, the AI greets the coordinator without waiting for them to speak first. If context cannot be verified, it offers a representative. Native voice testing checks startup separately from the Genesys welcome and telephone connection.

Genesys plays the welcome and connects the Voice Agent through AudioConnector. On return, a requested transfer goes to the representative queue; a completed call disconnects. A failed AI connection or missing return decision goes to the queue. AudioHook supplies the human conversation to Agent Assist 4465.

Patient tools submit background child-Case updates once and verify the records after writing. Studio's Clearway — Finish call workflow 1857 waits for those jobs after the conversation, builds the final summary from saved records, and updates the VoiceCall link when it is available. Version 1857 v8 leaves unfinished inquiries open and reads back its writes. The returned Case, activity and caller details also pass through Genesys to Salesforce.

Receipt workflow 1918 v2 contains native Salesforce writes and validation inside a serialized subworkflow. Its completion does not return to the voice prompt. Inspect the workflow run's verified output when checking a save; submission alone does not establish success. Pending or failed updates remain visible during post-call reconciliation.

The current voice guidance favors direct answers over repeated acknowledgements while work runs. It does not guarantee a response time. Prompts and configurations from before the earlier asynchronous-save change are backed up under .local-data/takeda-demo/backups/2026-10-01T23-58-51.838Z-before-async-saves/.

On answer, the center shows the patients discussed, links to their child Cases and their recorded outcomes. The escalated child is selected with its timeline. Agent Assist's first card is Transfer summary · Multiple patients when the linked Case contains several discussed patients. A single-patient call gets a single-patient handoff; an empty Case gets greeting guidance. Patient names and facts come from the record context rather than catalog examples.

Show the evolving workspace¶

This extended Connect demonstration includes the optional Marisol insurance update. The Genesys demonstration supports any patients returned for the caller, as described under Genesys call workflow.

1. Tell the Voice Agent: “The appeal we submitted last week.” It looks up Thomas's uniquely matching appeal and relays the recorded decision.
2. Name Marisol Ibarra, member ending 7316. Supply Anthem, member W28841207, group 6014, effective October 1, 2026. Listen to the full readback. If any letter, digit or date is wrong, correct it and confirm the corrected readback. The Voice Agent updates Marisol’s Member Plan, records the outcome on her child Case and creates a benefits-recheck task; payer verification remains pending.
3. Name Renee Catellano, member ending 9054, and explain that the clinicals have been resent twice. The Voice Agent transfers this issue to the human with the actual history and completed outcomes.
4. As Marcus, begin: “Hi Denise, I have Renee's history and the repeated submissions in front of me. Let's work through this together.”
5. Denise asks what changed. Agent Assist shows the fictional policy evidence stored on the selected Case. Open the native appeal draft as Marcus offers to work through it.

As Denise confirms the prior Renbrivex trial, the appeal draft captures the therapy, dose, route, frequency, trial dates, outcome and supporting-note confirmation. Missing fields remain visible as questions to ask next.

Select a patient in the Case snapshot or transfer card to focus that Case. Agent Assist and the center exchange events through Salesforce's message service. Captured appeal fields stay with the escalated Case; selecting another patient cannot redirect those values into the wrong record.

The native workspace follows the Clear Connect Case design. The Takeda app inherits the existing Salesforce org theme.

In the Copilot editor, the transfer worker listens to Events named context.ready and context.updated. Its prompt reads HostContext from the configured Salesforce context Flow. Change that prompt to control which scenario gets an opening card. Other workers can respond to transcripts, events or both. The appeal worker has no card; its extracted fields go to the native center through events.

Review and confirm¶

Read each captured value and correct it in the native form. Select Save draft to save the Case fields and confirm those values back to the Copilot. After all required fields are saved, Request review creates the internal review Task. This does not submit an appeal to a payer.

Configure context and components¶

Catalogue cards use navy outline icons in their headings, including Payer Policy Alert and Clinic Support Follow-up. Green completion indicators and pink escalation badges still identify the patient's status.

In Lightning App Builder, Context Sidebar — Caller and Organization has toggles for the organization, account summary and contact details. Agent Assist defaults Assist Source to Auto: it uses the live conversation and/or a configured record-assist profile. Select Host Record for a profile without a live conversation, or Hybrid for both.

The new TrueServe wrappers use TrueServe Connection to select the environment and omit the old domain and legacy external-action settings. Existing pages using legacy wrappers remain compatible. Conversation has a Show Agent Assist option; leave it off for a transcript-only panel.

The Voice Agent can add extracted properties to end_session.params in its prompt. Its conversation-end workflow maps explicitly named properties onto the parent Case and Voice Call. Edit those mappings when adding a property; adding prompt text alone does not create a Salesforce field mapping. The current prompt extracts EscalationReason, which populates the Voice Call's call-reason field. The application merges it with verified caller and Case context; model-supplied values cannot replace those identifiers.

The patient cards read live Salesforce care records and dated submission Tasks through the DevSDO integration. The records and policy criteria are fictional demo data, with a clearly labeled September 12, 2026 case snapshot. Always read back identifiers and check them against the source record. An ambiguous or failed lookup does not substitute a preloaded patient card.

See also¶

• Copilots
• Salesforce components
• Live forms