Attune Platform Release Notes: October 2026

This is the first edition of Attune Platform Release Notes, our monthly roundup of what we’ve shipped. In October, that was more than 150 improvements to the Attune Agentic Engagement Platform. Most of them land in two places: the live conversation, where a patient or member decides whether to stay on the line, and the handoff after it, where the outcome has to reach the staff and systems of record that act on it.

More natural conversations

Healthcare conversations are personal, and the requirements they must meet vary by provider, payor, state, and CMS. We consider it a privilege to speak with our clients’ patients and members. That responsibility is why Attune runs on a deterministic workflow, with steps and escalation paths defined up front. The LLM interprets what the person says, and deterministic business logic determines the next step within that structure.

That structure raises a fair question: does it make the agent sound scripted? Most of the updates below address how we make those conversations feel more natural while staying within the defined workflow. When a conversation requires clinical judgment, the agent warm-transfers to the care team with the context it has collected, so the patient doesn’t have to start over and explain why they called.

• Grounded in your approved content. If you think about a member calling about benefits who asks something the workflow didn’t plan for, the agent can now answer from your knowledge base (FAQs, training materials, brand guidelines) and phrase the answer to fit the conversation, without making one up. Today, knowledge bases accept PDF uploads, and each page is parsed into text your team can review.
• Patient with repeats and pauses. When a caller asks the agent to repeat itself, it rephrases the question instead of reading the same sentence again, which helps when the first wording was the problem. After a pause, it won’t ask the same question twice in a row.
• Clearer speech. Sentences are spaced naturally, and a workflow can slow the voice down for moments like spelling back a name. Short replies like “Hi.” play right away, and addresses, numbers, and web addresses are read the way a person would say them.
• Better listening. Workflows can boost quiet lines, adjust noise filtering, and add key terms such as medication and procedure names, so the agent catches the words that matter in that program. If a caller steps away to find their member ID card and comes back with a correction, the agent is still listening. When a caller interrupts, it stops talking.
• Built for today’s phone systems. Outbound calls often reach a phone menu, a custom voicemail greeting, or a call screener built into a smartphone before they reach a person. When a screener answers, the agent gives it what it asks for (a name, a reason for calling, or both) and waits for the prompt to finish. Before leaving a voicemail, Attune’s own beep detection confirms the record tone, so hold music or a menu chime doesn’t set it off.

Smarter scheduling

When the agent helps a member schedule an annual wellness visit, the goal is to book an appointment that works for them. The quickest path is to build on what the member has already shared. Each answer should narrow the search, so the agent offers openings that fit the member’s needs and availability.

• Natural date requests. Members can say “next week,” “early October,” “mornings or afternoons,” or “Monday or Tuesday,” and the agent searches on those terms.
• Clear alternatives. If the requested time is taken, the agent says so and offers the closest opening. If it’s open, the agent offers that one slot, so the member can confirm and move on.
• Other providers. When the member’s own provider is fully booked, the agent can offer times with other providers. Which alternatives are offered is configured per provider.

Voice and SMS, side by side

Members respond on the channel that suits them, and operations teams need one view of how outreach performed across both.

• SMS outcomes in reporting and retries. Text outcomes like no response, do-not-contact, and invalid number feed reporting, filters, and retry rules, so a text outcome can shape what happens next. Retry behavior is configurable per organization.
• Line-type checks before outreach. Before calling or texting, the platform checks the number’s line type, so a text isn’t sent to a landline and outreach goes to numbers that can receive it.
• Flexible phone number routing. One pool of phone numbers can serve several workflows, and each assigned number routes to its own workflow.

Keeping systems of record up to date

When a call ends, the outcome has to reach the staff and systems of record that act on it. Today that can be a scheduled delivery file, and these updates make those files more complete and more dependable.

• All outcomes, delivered. Delivery files can include any call outcome, including transfers, incomplete calls, do-not-call requests, and wrong numbers, so staff can follow up on the calls that didn’t complete.
• Richer post-call reports. Reports can now include ring time, answered duration, completion rate, agent phone number, and time of transfer.
• Emergency escalation details. When a call is escalated as an emergency, the platform captures the words that triggered it, so the care team knows what was said and can add it to the patient or member record.
• Checks before delivery goes live. A delivery setup is validated when it’s saved and has to point to a published template, so a report doesn’t go out against a draft.
• Dependable at high volume. Daily and weekly files run reliably for high-volume programs. Repeated labels are removed, and blank rows can be excluded.

Analytics you can act on

A program manager usually wants two things: what happened in the last few hours, and which calls were behind the number. These updates get them to both.

• Fresher, finer-grained data. Analytics refresh hourly. The dashboard and engagements list can be filtered by hour, with presets for the last 6, 12, 24, and 48 hours, and charts covering 48 hours or less show hourly points.
• New drilldown capabilities. Click a slice of the Connect Rate, Success Rate, or Caller Sentiment charts, or a bar in a custom widget, and you get the exact calls behind it, with CSV export.
• Dashboards built around your use case. Custom widgets chart the outcomes a program cares about as bar or donut charts, grouped into good and bad results by the client’s own definitions. A caller comment feed adds sentiment filters and links to each engagement. We set up these views with you.
• Caller sentiment on each call. When a call ends, the conversation is reviewed and rated positive, neutral, or negative, and the Caller Sentiment widget shows the split.
• Cleaner, more detailed metrics. An exclusion filter removes outcomes like immediate hang-ups from all counts, and success rates only count calls with a known outcome. Failed calls carry a reason (an invalid number or a carrier error, for example), each call shows who ended it, and attempt numbers and per-attempt answer rates are tracked.

Built-in quality assurance, managed by Attune

Attune is built for healthcare and tuned for trust, and quality assurance is part of our managed service. Our team monitors quality across each client’s workflows, and these updates bring issues to our attention sooner so we can resolve them before they affect whether calls complete.

• QA review on all accounts. Calls are checked automatically. Each flag shows the concern, how serious it is, which workflow it came from, and when the call happened, so our reviewers work the most serious issues first. Reviewer notes stay with the decision, so the reasoning is there later.
• Testing before launch. A workflow’s readiness should be clear before go-live. Test suites show pass and fail results and run history, and new tests are calibrated before they join a suite, with a plain status (passed or needs work) and guidance on what to improve. A testing guide covers setup through results.
• Straight to the moment that matters. Accuracy results from live calls link to the exact engagement and caller message, so a reviewer can see what the member said and what the agent did with it. Expected answers can be corrected and re-scored without re-running the full test.

Security, privacy, and reliability

Attune is HITRUST i1 certified. This month’s updates tighten how personal information is handled and keep outreach stable under load.

• Precise redaction. Redaction matches personal information on whole words, so redacting a short name like “Al” doesn’t alter unrelated text.
• Credential updates without downtime. Admins can update integration credentials from the Integrations page without republishing a workflow or interrupting live calls. Integrations that need re-authorization are flagged.
• Safer configuration changes. The platform blocks deleting a phone number or call profile that live routing or an active campaign still uses.
• Resilient at scale. Connection management keeps outbound campaigns stable under heavy load. A brief interruption in speech generation is retried automatically, and a problem on one call stays contained to that call.
• Campaigns that hold their place. If scheduling a new campaign is interrupted, the campaign is saved and you can pick up where you left off.

Coming next

Check the next release notes for what ships. To see how a multi-step program runs and reports, request a demo or contact your Attune team.

About Attune

Attune is the Agentic Engagement Platform for healthcare. Health plans, health systems, risk-bearing organizations, labs, and MedTech companies use Attune for proactive, personalized inbound and outbound engagement with members and patients by voice, chat, and SMS. Attune takes a human-centric approach to help patients and members navigate care across healthcare companies, resolve immediate needs and warm transfer to clinical teams. Attune focuses on non-clinical administrative and operational work, with every interaction auditable, so clinicians and staff can operate at the top of their license. HITRUST i1 and ISO 27001 certified; HIPAA compliant.

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