Skip to content

Customizing your notification rules

Goal: Get the right alerts at the right times, and unplug when you're off.

Where: Settings (gear) → Notification settings

Video walkthrough (older UI, concepts still apply)

Quick paths

I want to… Do this
Get notified only during my working hours Presets → 9 - 5 weekdays, then adjust the times
Cover the on-call phone tonight Schedule on-call, then set the start and end
Go quiet while I'm on vacation Schedule vacation, then set your dates. Your regular rules resume automatically afterwards.
Stop hearing about the recruiting line Filter / mute msgs or Filter / mute calls, then turn that number off
Turn everything off right now DND on (top of the panel or in the settings gear)
Make sure I never miss a callout Special rules → Callout Alerts → Push and/or Text me

How notification rules work

Your rules answer three questions for any moment in the week:

  1. Are my devices active? Rules are time windows (in 30-minute steps) on specific days.
  2. For which phone lines? If your agency has several numbers, each rule can include or exclude lines.
  3. For whom? Rules can allow or mute specific sender types (caregivers, clients, advocates, unknown numbers, and so on), separately for messages and calls.

Outside your rules, your devices stay quiet.

Your rules have the final say. Agency call routing decides who is eligible for a call. Your notification rules decide whether your devices actually ring. See Routing calls.

Call states

State Your devices…
Active Ring for every call you're eligible for
Inactive (no rule right now) Don't ring, except when someone dials your extension
Muted Don't ring at all. Extension calls send a silent notification instead.

Set up your phones (top of the panel)

  • Select your office phone(s): choose which agency numbers apply to you at all. Use Ring on all phones or Ring no calls as shortcuts.
  • Silence inbound calls on browser: stops the ring on your computer, for example if you only want to answer on your desk phone.
  • Calls for me on mobile should ring:
  • The CareQB App (recommended), or
  • My Cell Number, which uses the backup calling route through your cell network.
  • Do not ring for calls on my mobile devices: keep mobile for texts only.

Create or edit a rule

  1. Click New rule (or Presets to start from 24/7, 9 - 5 weekdays, Weekends, Evening on-call, or Morning on-call).
  2. Set the day and time window.
  3. Choose what this rule allows:
  4. Filter msgs by phone / Mute messages?
  5. Filter calls by phone / Mute inbound calls?
  6. Filter sender types: choose who can notify you. Senders for SMS and Senders for Calls are set separately.
  7. DON'T send calls to mobile device / DON'T send calls to SIP phone: for example, ring only your browser during office hours.
  8. Mute notifications for outbound msgs?
  9. Save.
  10. To reuse it, click the pencil → Duplicate, pick the target days, and apply.

Example: an overnight on-call rule that allows calls from clients and advocates but mutes texts until morning.

Temporary rules (vacation, on-call, one-off)

Schedule vacation, Schedule on-call, and the filter/mute shortcuts create temporary rules with a Scheduled start (or Activate now) and a Scheduled end. They sit on top of your normal weekly rules and expire on their own, so there's nothing to undo when you're back.

Special rules

Open the Special rules tab for alerts that aren't tied to your regular schedule:

Rule What it does
Callout Alerts Alerts you when CareQB detects a callout, by Push and/or Text me (add a phone for SMS). Includes the caregiver and the affected shift.
VoiceAI Reports Alerts you when VoiceAI handles a call your team should follow up on. See Out of Office & VoiceAI.
Critical Flex Alerts During Out of Office hours, lets the AI break through your quiet hours for genuinely urgent issues, such as an emergency at a client's home
Email Digests Emails you a summary of upcoming scheduled messages

Two more switches here:

  • Mute outbound msg notices: by default you're notified when a teammate replies to a conversation you were recently in. Turn this off if you only want your own notifications.
  • Mute notifications for AI system comments: hides notifications for AI comments that don't need action. Requests for your input still come through. See Working alongside CareQB AI.

Tips

  • Start with a preset, then fine-tune. It's faster than building from scratch.
  • Use temporary rules for exceptions (on-call nights, PTO) rather than editing your weekly rules and forgetting to change them back.
  • Use the Test Ringtone button in settings to check that your computer's audio is working.
  • Admins can see each user's DND and notification status in Agency Settings → Users, which helps when coverage looks thin. The Show notification calendar view shows who is covered when.