Retell AI Retell AI Aetna CVS Aetna · Scheduling Simulation Powered by CVS
⌁ Back to call desk ◎ Admin · Users
Scheduling simulatorLoading…

Provider Appointment Scheduling · Voice + chat test harness

Voice call

Note activity

No note notifications yet.

Journey path

No journey selected

Voice agent Voice agent waiting Start an outbound call to begin
Outcome Awaiting voice pending Outcome appears after analysis
Chat Chat waiting Maps after voice outcome is classified

Debug & resume

Journey History

Browse every test journey with debugging metadata. Select a row to resume that journey (path banner, voice, chat, and notes stay wired to the selection). Archive finished journeys to hide them from the default list — unarchive before placing new calls.

☰ No journeys yet

Create a blank journey or place a call — journeys appear here for resume and debugging.

Member / label Scenario Voice Outcome Chat Counts Activity Journey ID

Selected journey

Journey

No journey selected

Raw event JSON

Reserved for analyzed-event JSON tabs.

Webhook settings

Reserved for custom webhook URL configuration.

Call media & analysis

Voice call


            

          

          

        

      


      
      

        

          

            

              
New outbound call
Trigger a provider appointment call

              Retell v2 · create-phone-call
            

            

              
              

                Starts on the IVR Scheduler swap chain’s Intake () unless you
                override it with any other Retell agent below. Use IVR Scheduler or IVR Cancel
                (swap chain) for the standard chains.
              

              

                
                

                  
                  

                  

                

              

              

                

                  
                  
                

                
                

              

              
              
On (default) sends call_started, call_ended, and call_analyzed to this simulator. Off leaves the selected agent’s webhook and event list unchanged — we never add started/ended in that case. Applies to Scheduler, Reschedule, Cancel, and IVR holding.

              
              

                

                  Calls will come from
                  Loading…
                

                
Fixed caller IDTesters will see this number on the inbound call. It is set by the server and cannot be changed here.

              

              
              
              
Overrides the model for this call only. On a swap chain it applies to the first agent; agents it swaps into keep their own model.

              

                Member data
                
              

              

              
              
              

            

          


          

            

              
This journey
Call history

              
            

            

            

              ☎
              No calls yet
              
Place a voice call to see outcomes and suggested chat here.

            

            

          

        

      


      
      

        

          

            
New chat session
Trigger a member notification chat

            Retell · create-chat
          

          

            
            
            

              Select a source voice attempt to see a suggested chat agent and engagement type.
            

            

              Member data
              
            

            

            
            

          

        

      


      
      

        

          

            

              

                
Simulated SMS

                
Member conversation

                

                  No journey selected
                

              

            

            

              i
              
Demo note: Messages over 160 characters are split into multiple bubbles to simulate
                carrier-level SMS segmentation. This harness uses Retell Chat (create-chat),
                not create-sms-chat; real SMS splitting is done by the carrier, not Retell’s API.

            

            

              💬
              No chat session yet
              
Start a chat from the "Trigger chat (without voice call)" tab to see the conversation here.

            

            

              

                

                

                  

                    

                      Aetna Health agent
                      —
                    

                    

                      User
                      —
                    

                  

                  SMS
                

                

                

                  
                  
                

              

              

              

                
                

              

              

            

          


          

            
Post-chat analysis
Outcome

            

            

              ⏳
              Awaiting analysis
              
Use End chat & analyze on the thread to call Retell
                end-chat, then pull chat_analysis into Outcome / Raw JSON.

            

            

              

                
                
              

              

                

                

                  

                    
                    
                  

                

              

              

                

                  
                  
                  
                

                

                

              

            

          

        

      


      
      

        

          

            
Voice outcome → chat agent
Outcome mapping

            
          

          

            Match Retell voice analysis fields (or a classified outcome key) to the Happy/Unhappy chat agent
            and engagement_type. Field matches take priority over classified outcome keys.
          

          

            
            
            
            
            
            
            
            
            
          

          

          

        

      


      
      

        

          

            
            
            
            
            
          

          
        


        

          

            

              
Launch
New run

            

            

              

                

                  Scenarios
                  
                

                

                
Nothing selected runs every enabled scenario.

              

              

                
                
              

              

                Voice pool optional — scenario voices still win
                

              

              

                Agent versions default: each scenario’s setting (last published
                  unless pinned)
                

              

              
              
              

            

          

          

            

              
Results
Runs

              
            

            

          

        


        

          

            

              
              
            

            

          

          

        


        

          

            

              Simulator agents
              
            

            

          

          

        


        

          

            

              
Catalog
Simulation voices

              

                
                
                
                
              

            

            
Each simulation call is cast from the enabled voices here (unless the
              scenario or run pins a smaller pool). Gender is passed to the simulator as
              {{sim_voice_gender}} so it can pick a matching name.

            

          

          

            

              
Add
Find voices

            

            

              
              
              
            

            

          

        


        

          

            

              

                
Telephony
Simulator numbers

              

              
Retell-owned numbers the agents under test dial. Each one carries one
                simulation call at a time, so two numbers means two calls in parallel.

              

              

                
                
              

              

                
              

              

            

            

              

                
IVR path
IVR builder

              

              
IVR scenarios dial the IVR number and the IVR transfers to a simulator
                number, where the inbound webhook answers with the scenario. One IVR call runs at a time.

              

            

          

          

            

              
Automation
Simulation API

            

            

          

        

      


      
      

        

          

            

              
Session notes CSV

              
Export notes

            

          

          

            Download session notes as CSV. Journey export uses the Active journey selection in the top bar;
            “all notes” includes every journey.
          

          

            
            
          

          
No active journey selected — choose one in the top bar to export journey-scoped notes.

        


        

          

            

              
Find a journey

              
Search by journey ID

            

          

          

            Paste a full journey ID or the first few characters of one (the short ID shown in
            Journey History). Archived journeys are included.
          

          

            
            
            
          

          

          

        


        

          

            

              
Outbound integration

              
Notes webhook

            

          

          

            Program an authenticated endpoint that shared notes are POSTed to. Each note is sent as a
            ticket — title, message, email, name,
            priority, externalId — with the note ID as
            externalId so re-sharing the same note is idempotent. The secret is sent as
            both Authorization: Bearer <secret> and X-Webhook-Secret,
            and is stored server-side only (never returned to this page).
          

          

            
            
            
            

              
              
            

          

          

        

      


      
      

        

          

            

              
Branch history

              
Changelog

            

            

              
            

          

          

            Live commits on the server’s current git branch (since divergence from
            main/master when available). Newest first — expand a row for the commit body.
          

          

          

          

            ≡
            No commits to show
            
Git history was empty or unavailable on this host.