Epic

Regal connects to Epic through Redox, a healthcare interoperability platform with a live, managed connection into Epic. Your IT team does not build or maintain a custom Epic interface. During a call, the agent can verify a patient, check availability, and book, reschedule, or cancel an appointment, all mid-conversation.

On the Epic side, Redox establishes a dedicated connection into your Epic environment and communicates over whatever interfaces it has enabled: Epic's FHIR APIs, HL7v2 feeds such as the SIU scheduling feed, or other Epic interfaces.

Redox normalizes all of it into a single JSON format for Regal. Your IT team does not build or maintain a custom interface for us, and the integration adapts to how your specific Epic instance is configured. Where an instance exposes FHIR endpoints directly, Regal can also call those APIs without the middleware layer.

Connection Setup

To enable the Regal Epic integration, you will work with Regal and Redox to connect your Epic instance. You do not need to stand up a custom Epic build.

Step 1

Talk to your Regal team (CSM or [email protected]) to confirm Epic + Redox is in scope for your account.

Step 2

Identify your Epic IT / interoperability owner. They will need to authorize Redox as a connection into your Epic environment (sandbox first, then production).

Step 3

Share the following with Regal:

• Redox destination / source identifiers
• Epic environment (sandbox vs production)
• Facility / department scope
• Which clinical objects are in scope (see tables below)

Step 4

Regal configures the Redox connection on your brand and enables the matching Agent Actions and Journey triggers.

Wait for Regal confirmation
Once the Redox connection is live, we will confirm you are all set. You should then be able to run a test patient lookup from an AI Agent in your sandbox.

What the agent can do

During a live conversation, the AI agent calls Epic through Custom Actions. A Custom Action posts a structured JSON request mid-call, carrying patient identifiers from the contact profile plus anything the agent has collected in conversation, and the agent acts on the synchronous response before continuing. For a scheduling and reminders deployment, the actions are:

• Patient look up and identity verification: Match caller to a patient (demographics, MRN) before proceeding
• Appointment availability lookup: Check real-time slot availability
• Book / reschedule / cancel: Complete the action before continuing the conversation
• Deeper chart write-back: Write notes or other chart data, scoped to your Epic config
• Order status & visit status reads: Use status as context for routing and next-best action

How data flows

1. Regal calls Epic synchronously. Mid-call, the agent posts a request, for example, an availability query. Redox translates it to the live Epic interface and returns the response in the same call, and the agent uses the result on the phone with the patient.
2. Epic pushes events to Regal. When an appointment is created, changed, or canceled in Epic, the event flows through Redox as a webhook into Regal's Events API. It updates the patient's profile and can automatically trigger outreach: a confirmation call, a reminder, or a no-show rescheduling call.
3. Regal streams interaction data back. Call outcomes, transcripts, summaries, and dispositions publish in real time through reporting webhooks to any endpoint you designate.