Working alongside CareQB AI¶
Goal: "What is the AI doing in this conversation, and do I need to step in?" Know at a glance when CareQB is handling something and when it needs you.
CareQB's AI handles routine back-and-forth so your team can focus on judgment calls. You stay in control: when a person joins a conversation, the AI steps back.
What the AI handles¶
| Area | What it does | Learn more |
|---|---|---|
| Callouts | Detects them in texts and calls, confirms the shift, and starts fill-in requests | Handling callouts |
| Fill-in requests | Sorts replies (accept, question, decline) and thanks decliners | Filling an open shift |
| Clock-ins | Follows up on missed clock-ins, handles late arrivals, and does admin clock-ins | Clock-in help |
| Availability | Turns replies into structured availability | Caregiver availability |
| Check-ins | Reads post-shift feedback and flags concerns | Scheduled messages |
| After hours | Answers calls with VoiceAI | Out of office & VoiceAI |
| Insights | Daily and weekly summaries, and contact profiles | After Action Reports · Contact intelligence |
How to tell what the AI is doing¶
- "CareQB AI is thinking" in a chat: it's reading a new message and deciding what to do.
- Threads: when the AI is tracking a conversation (for example a fill-in request or a callout check), it's grouped as a thread with a status.
- Scheduled next steps: the AI often stages its next message as a scheduled message, for example a thank-you a few minutes from now. You'll see it queued at the bottom of the chat with Send now and Cancel send.
- Comments: the AI leaves notes on messages explaining what it did and why.
When the AI needs you¶
AI comments come in three levels:
| Level | Example | Where you see it | Notification? |
|---|---|---|---|
| Incidental | "Used the late-arrival template for this reply" | Message comments only | No |
| Passive | "Didn't send a missed clock-in alert; caregiver already said they'd be late" | Comments + AI Actions log | No |
| Active | "Couldn't clock this caregiver in, so please check" | Comments + AI Actions log | Yes, to schedulers with active text notifications |
Open the AI Actions tab under Comments & Tasks (top bar) to see everything the AI has flagged. See Keeping your office in sync.
Stepping in¶
- Just reply. When you message the contact yourself, the AI pauses that automation so you don't overlap.
- Cancel a staged message from the chat banner or the contact's side panel.
- Turn automations off for one person: caregiver side panel → Automation Settings, or client profile → Exclude from auto-msgs.
- Change the wording: Master Message Templates.
- Sign AI messages: Admins can Append a signature to CareQB AI Messages in agency settings.