Agency settings reference¶

Goal: "Where's the setting for…?" Find any agency setting quickly, and see what it does before you change it.

Where: Settings → Agency Settings

Phones & calls¶

Setting	What it does	Guide
Active Phone Numbers	Labels, locations, restrictions, relay line	Users, roles & phone lines
Phone routing rules & Default rules	Forwarding, voicemail, VoiceAI by time; auto-forward missed calls; email voicemails	When nobody answers
IVR rules & User Groups	Menu options, default groups, extensions, restricted groups	Call routing
Schedule readout (#1) / Press 9 callback	Client shift readout and callback requests	Call routing
Pre-connect Call Audio	Greeting recordings or TTS	Call greetings
Out of office	Recurring and one-off OOO, VoiceAI, on-call phone, auto-responder	Out of office & VoiceAI
Always auto-announce call recordings for outbound calls	Plays a recording notice when the other person answers	n/a

Setting	What it does	Recommended
Delay before AI validates the callout	Minutes CareQB waits before confirming a callout (1–30)	Default
Auto-callout resolution	CareQB confirms off-hours callouts and sends requests without waiting for you	On, if you're not staffed overnight
Quiet hours	Holds fill-in texts overnight (callouts are still monitored 24/7)	For example 9 PM–6 AM
Distance filter ratios (Conditional / Critical)	How far caregivers can be relative to shift length	Default
OPT OUT of auto filtering based on distances	Show caregivers every opportunity, regardless of distance	Off
Thank decliners automatically	Auto-reply to caregivers who decline	On
Treat Unavailability as availability	Unavailability is a soft conflict instead of a hard one	Off

Setting	Guide
Off-hours Voice AI	Out of office & VoiceAI
Missed clock-in / clock-out checks, Automated clock-ins / clock-outs, late hand-off texts	Clock-in help
Rules for Notes in your ERP	Clock-in help

Setting	Guide
First shift reminders, Shift change reminders, Shift cancellation reminders, Post-shift check-ins	Scheduled messages

Setting	Guide
Client-Caregiver call relay system, relay time window	Relay system

Setting	Guide
After Action Reports (daily / weekly)	After Action Reports
Track contact-intelligence profiles	Contact intelligence
Append a signature to CareQB AI Messages	Working with AI

Setting	Guide
Master Message Templates	Message templates

Setting	Guide
ERP Refresh Schedule	Scheduling software
Connect Slack	Slack
Billing: plan, payment method, invoices, invoice email	Contact CareQB for plan changes