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Admin setup checklist

Goal: Get your agency's phone lines, team, call routing, and automations configured so your schedulers can rely on CareQB from day one.

All of these settings live in Settings (gear) → Agency Settings. Only Agency Owners and Agency Admins can see them. Your CareQB onboarding contact will help with the first pass, so use this list to confirm nothing was missed and to re-check things as your agency changes.

Work top to bottom. Later steps depend on earlier ones (for example, call routing needs users and user groups first).

1. Phone numbers

  • [ ] Give each agency number a clear label (for example "Main line" or "Recruiting"), plus a short mobile abbreviation for the phone app.
  • [ ] If a line should only be used by certain people, restrict it to specific users.
  • [ ] If you use the Relay System, mark its number with Designate as relay phone.
  • [ ] Assign locations to numbers if you run more than one office.

2. Your team

  • [ ] Invite each user with the right role. See Managing users & roles.
  • [ ] Choose each user's initial office phones, the agency numbers that ring for them.
  • [ ] Give anyone who takes direct calls a 3-digit extension (100–999).
  • [ ] Ask every user to complete Getting started, especially their notification rules.

3. Call routing

  • [ ] Create User Groups for each team callers might ask for (for example Scheduling, HR, or Callouts). See Routing calls with IVR & extensions.
  • [ ] Build rulesets on the routing calendar for business hours and after hours.
  • [ ] Decide whether extensions are on by default.
  • [ ] Turn on the client schedule readout (press 1) and callback request (press 9) options if you want them.
  • [ ] Set default rules for when nobody answers: missed-call forwarding, voicemail emails, and your voicemail greeting. See When nobody answers.

4. Greetings

5. After hours

  • [ ] Set your recurring Out of Office schedule and decide whether VoiceAI answers caregiver calls after hours. See Out of Office & after-hours VoiceAI.
  • [ ] Add an on-call transfer phone for emergencies.
  • [ ] Set quiet hours for sending fill requests overnight.

6. Messages CareQB sends for you

  • [ ] Review the Master Message Templates, the wording CareQB uses in automated messages such as fill-in requests, reminders, and clock-in checks. See Using message templates.
  • [ ] Set your AI message signature.
  • [ ] Add your team's most common replies as message templates.

7. Automations

In Automation & Communication Settings:

  • [ ] Fill-in requests: callout validation delay, distance filtering, auto-thank decliners, how unavailability is treated.
  • [ ] Automated issue handling: missed clock-in and clock-out checks, automated clock-ins, late hand-off texts. See AI help with clock-ins & late arrivals.
  • [ ] Automated scheduled reminders: first-shift reminders, shift change reminders, cancellation reminders, post-shift check-ins.
  • [ ] ERP note rules: which events CareQB writes back as notes in your scheduling software.
  • [ ] After Action Reports and Contact Intelligence. See After Action Reports and Contact Intelligence.
  • [ ] Self-serve communication (relay window). See The Relay System.

8. Integrations

9. Client & caregiver data

  • [ ] Spot-check client fill-in rules (Conditional / Critical / Best Match / Decline), primary contacts, and care summaries. See Client & caregiver profiles.
  • [ ] Mark your trusted caregivers as A-Tier.
  • [ ] Set Exclude from auto-msgs on test or training clients.

10. Billing

  • [ ] Add a payment method and an email for invoices under Billing.

Revisit this list every time you add a phone line, change office hours, or bring on a new team. Those are the moments when routing and notification gaps usually appear.