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New AI Agents Run Patient Outreach and Book Appointments

Cara Evangelista

Luma’s Summer ’26 release adds AI agents that carry outreach through booking for referrals, canceled and missed visits, and care gaps. A new MCP Server, available in Early Access, connects that work across systems.

Outreach should lead to a booked appointment. But too often, the burden still falls on staff when patients can’t respond right away or don’t book. When staff can’t reach everyone, referrals stay open, patients who miss a visit drop off the schedule, and care gaps aren’t closed.

Luma’s Summer ’26 release adds production-ready AI agents that take on that work. They text patients, keep following up, help patients find the right appointment, and book it in the EHR.

Highlights include:

  • Agentic rebooking for cancellations and no-shows. Offer times that match the original visit, follow up until the patient reschedules, and book the new appointment in the EHR.
  • Agentic follow-up to close care gaps. Check the schedule before outreach, contact patients when care is due, and help them book.
  • Next Generation Insights Center with an AI-powered “Luma Ask” sidebar. Get clearer, simpler reporting on how your workflows perform and ask questions to dig deeper.
  • MCP Server for AI workflows across systems (Early Access). Connect approved AI assistants to Luma without manual handoffs, such as sending outreach lists from your population health tool directly to Luma.
  • Agentic scheduling for referrals (coming soon). Text referred patients, help them book with the right provider at the right location, and close the loop with the referring provider.

Here’s how each new capability works.

Agents to get patients back on the schedule after a cancellation or no-show

Navigator can now reach patients after they cancel or miss an appointment and help them book a new one.

Every cancellation or no-show creates another follow-up task for staff, and the patient still needs care. Navigator takes on that follow-up and gets more patients back on the schedule.

With conversational rebooking for cancellations and no-shows:

  1. Navigator texts patients after they cancel or miss an appointment.
  2. It offers new times with the same provider and appointment type, then keeps following up until the patient reschedules.
  3. Once the patient chooses a time, Luma books the new appointment in the EHR.

Patients return to care, staff spend less time on manual follow-up, and health systems recover visits and revenue that might otherwise be lost.

Health system impact

At CLS Health, 2.3× as many canceled appointments were rescheduled with outbound Luma AI agents as with standard SMS appointment reminders.

“Our staff work hard to provide great patient access, but catching and following up on every cancellation is too manual,” said Ibrahim Arabie, Technology Implementation Specialist at CLS Health. “Luma’s agents make sure that patients don’t fall through the cracks after canceling an appointment, while freeing up time for staff.”

During the first two months of its agentic cancellation rescheduling pilot with Luma, Southwest Virginia Community Health Systems (SVCHS) rebooked more than four times as many canceled appointments as it had in the same two months of 2025. It also rebooked nearly six times as many canceled appointments per month as it averaged during the first half of 2026.


Agents to close care gaps with fewer calls

Luma’s Recalls can now use AI to text patients who are due for care.

For care gaps like wellness visits or diabetic eye exams, staff often have to follow up several times to get the patient scheduled. Now, Luma agents take on that follow-up and help patients book the care they need.

How Luma Navigator turns care gaps into booked appointments:

  1. Once a list of patients due or overdue for care is in Luma, Luma’s AI confirms that the appointments they need are available to book.
  2. Teams choose when Luma contacts each patient. For example, they can start outreach one year after each patient’s last eye exam.
  3. Luma Navigator texts patients and helps them book.

Patients get scheduled for needed care, staff make fewer follow-up calls, and health systems close more care gaps.

Health system impact

At SJ Health, Luma used different pediatric checkup outreach paths based on each child’s age, including a separate path for infants under one. Of the parents and caregivers contacted, 28% booked a pediatric checkup.

“We serve a patient population that has high structural barriers to care, with a majority under the federal poverty line. We try to remove as many barriers as possible to closing care gaps with a great consumer experience,” said Mary-Lou Milabu, Director of Quality at SJ Health. “Luma’s agents helped us guide parents and caregivers to schedule pediatric checkups without needing to call.”

Next Generation Insights Center: Understand how each workflow is performing

Redesigned reporting gives you an overview of each workflow and AI-powered answers to your questions. 

In each report, you can see where patients are getting what they need, where they drop off, and how the workflow performs. If you have more questions after drilling down, use Luma Ask. AI answers them in plain language.

The first Insights Center reports have been redesigned with clearer, more accurate outcome data customers can use on their own:

  • PS+
  • SMS Rescheduling
  • Schedule Assist
  • Schedule with Google
  • Link Rescheduling

The new reports also enable users to:

  • See how patients move through each workflow. In your scheduling report, for example, you can see how many patients started vs. finished scheduling.
  • Open additional tabs to see trends over time and review the numbers behind each metric.
  • Type a question into the AI-powered Luma Ask sidebar and get an answer right away.

More redesigned reports will roll out throughout summer and fall 2026.

Agents to move patients from referred to scheduled (coming soon)

Later this summer, Luma will add conversational scheduling to its end-to-end referral workflow.

Referrals are notoriously hard to manage. With conversational scheduling, Luma will use AI outreach to get referred patients scheduled and referrals closed faster.

Here’s how it will work:

  1. Referrals enter Luma through fax, EHR sync, bulk upload, or an online referral form.
  2. Luma Navigator texts referred patients.
  3. The agent helps them find and book an appointment with the right provider at the right location.
  4. Once the patient books, Luma closes the referral in the EHR and closes the loop with the referring provider. 

Patients will be able to schedule when it’s convenient for them, without waiting for staff to call. Staff will spend less time on manual follow-up and answering patient questions, and schedules will stay fuller.

Agents to work across systems with “headless” workflows (MCP)

Available in Early Access, Luma’s new Model Context Protocol (MCP) Server lets AI take action through Luma and your other systems.

Even automated outreach can leave manual handoffs around it. Staff still have to open population health tools, reporting platforms, and EHRs, move information between them, and start the next step. Now, through Luma’s MCP Server, you can connect your systems together.

For example, you can:

  • Connect an approved AI assistant to Luma so it can manage appointments, referrals, and recalls.
  • Connect your EHR to Luma so an AI assistant can check intake and eligibility status and review patient feedback.

Together, these actions enable more end-to-end automation, while health systems control what each assistant can do and which patient information it can access.

For example, a health system could use Claude, Microsoft Copilot, or ChatGPT to pull an outreach list from a population health platform and send it directly to Luma to launch outreach. IT teams need fewer one-off integrations.

Read more from Luma’s co-founder and president, Aditya Bansod, about why headless AI could be an important turning point for healthcare technology.

Follow-up should end with a booked appointment

Together, these Summer ’26 capabilities make patient follow-up more scalable. Routine outreach can continue through booking, even when the workflow spans systems. Staff can reserve their time for patients who need personal help.

See Luma’s Summer ’26 capabilities in action: request a demo. Customers can read more in the Help Center or sign up for the webinar to see the new features live.

Further reading: