// Voice AI
Voice agents for senior living operators (Twilio + Synthflow + CRM)
Production voice AI handling inbound qualification, callback scheduling, and human handoff for senior living operators. Integrated with operator CRMs and lead-routing logic.
The problem
Senior living operators take inbound family calls about move-in inquiries, tours, and care questions. The volume is steady but uneven, the after-hours load is real, and an answering service charges hundreds to thousands per month per community for a script that does not actually qualify the lead. Most “AI receptionist” demos handle a hello and fall over on the second turn. Operators need something that answers in under a second, runs a real qualification flow, schedules the callback, and writes the lead into the CRM the sales team already lives in.
The architecture
A Twilio voice front end, a Synthflow agent layer, and a Node integration service that owns the CRM contract. The agent runs a 7-step qualification flow with branching. On call end, the integration service writes the structured lead and call summary to the operator’s CRM, fires SMS confirmation to the family, and books the callback slot if scheduling is in scope.
- Pickup latency budget is sub-second, which constrains the model choice and the prompt shape. Latency is a feature, not an optimization.
- Qualification flow is structured, not freeform: explicit fields, explicit branches, explicit next-best-action. The agent is not asked to reason its way to a lead schema.
- CRM integration is its own service so the operator can switch CRMs without re-wiring the agent. The contract between voice layer and CRM layer is a single typed interface.
- Human handoff is explicit: the agent knows the conditions under which it warm-transfers to a human, including the language for the transfer.
- All call data is logged to durable storage so operators can audit any call against the structured lead.
What it does in production
- Handles inbound qualification end-to-end across operator deployments.
- Replaces an after-hours human answering service for the operators that have rolled it out.
- Lead handoff into operator CRMs is structured and consistent, not freeform notes.
What I would do differently
The first integration was tight to one CRM. The current shape pushes the CRM contract into a per-operator adapter so onboarding a new operator is a config change plus an adapter, not a fork of the agent. That separation is what made the stack portable across operators.