Platform Overview

Hablr is an AI-powered lead management and social care platform that connects people to services through Empathy Agents. Learn about the core concepts that power our platform.

What is Hablr?

Hablr provides conversational AI agents—called Empathy Agents—that handle screening, triage, follow-ups, and warm handoffs for organizations serving communities. Our platform enables 24/7 multilingual support for families seeking social services, helping health plans, hospitals, government agencies, and nonprofits scale their outreach while maintaining a human touch.

Whether you're reducing hospital readmissions, improving STARS/HEDIS scores, or connecting families to food assistance, Hablr's Empathy Agents work alongside your team to reach more people and document every interaction for compliance and impact measurement.

Core Concepts

Empathy Agents

AI-powered conversational agents that handle screening, triage, follow-ups, and warm handoffs with empathy and understanding.

Workflows

Configurable sequences of steps that define how Empathy Agents interact with users, from initial contact to resolution.

Multi-Channel Communication

Reach users through SMS, email, voice, and web chat—all managed from a single platform.

Partner Handoffs

Seamlessly transfer conversations to human agents or partner organizations with full context and consent.

Analytics & Reporting

Track reach, response rates, and resolution metrics to measure impact and optimize workflows.

Compliance & Security

Built-in audit trails, consent management, and data security to meet regulatory requirements.

How It Works

Hablr workflows follow a simple but powerful pattern:

1
Trigger
A workflow begins when a trigger event occurs—an incoming SMS, a web form submission, or a scheduled outreach campaign.
2
Engage
The Empathy Agent greets the user and begins a conversational interaction, collecting necessary information through natural dialogue.
3
Screen
Based on collected information, the agent screens the user for eligibility across multiple programs and benefits.
4
Connect
The agent provides relevant resources, schedules follow-ups, or performs a warm handoff to a human agent or partner organization.
5
Document
Every interaction is documented for compliance, audit trails, and impact measurement.

Key Terminology

Empathy Agent: An AI-powered conversational agent designed to interact with users in a compassionate, understanding manner while helping them access services and benefits.
Workflow: A defined sequence of steps that an Empathy Agent follows when interacting with a user, including greetings, data collection, screening, and handoffs.
Screening: The process of evaluating a user's eligibility for various programs and benefits based on collected information.
Warm Handoff: A transfer of a conversation from an Empathy Agent to a human agent or partner organization, including full context and user consent.
Trigger: An event that initiates a workflow, such as an incoming SMS, web form submission, or scheduled outreach.
Channel: The communication medium used to interact with users (SMS, email, voice, web chat).

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