Everything you need to configure your AI on-call agent, manage calls, contacts, automations, and get the most out of CareAgt.
CareAgt is an AI-powered phone agent built for home care agencies. It answers every incoming call 24/7, in any language, captures the reason for the call, identifies the caller, and routes or records the information your team needs.
Powered by OpenAI's Realtime Voice API, your AI agent answers calls with natural speech, understands context, and handles conversations just like a trained receptionist.
realtime voiceAutomatically detects and responds in the caller's language. Supports English, Spanish, Yiddish, Hebrew, Russian, Chinese, and many more.
auto-detectEvery call is transcribed, translated to English if needed, and summarized with caller type, urgency level, reason, and action taken.
AI summaryTransfer calls to specific departments or people. Supports static transfer maps, PBX directory search, and manual department lists.
AMI + APIAutomatically identifies callers from your contacts database. The AI greets them by name, confirms identity, and speaks their preferred language.
auto-matchSet up rules that trigger after each call: assign to groups, send alerts, tag urgent calls, and route based on language or caller type.
post-call rulesFollow these steps to set up your CareAgt AI agent and start receiving calls.
Navigate to careagt.com/login and sign in with the credentials provided by your administrator. You'll land on the Dashboard.
Go to Settings → AI Settings. Choose a voice (Sage, Alloy, Ash, Coral, Verse, or Ballad), set your opening greeting, and adjust the temperature slider for response style.
Go to Settings → Transfer. Enable agent transfer and add your department-to-extension mappings. For example:
Go to Contacts and add your frequent callers. Include their phone number, name, type (Patient, Coordinator, Aide, etc.), and preferred language. The AI will automatically recognize them on their next call.
If the Send Email tool is enabled for your account, go to Settings → Regular to set your default recipient and CC addresses. Every call summary will be emailed automatically.
Go to Settings → SMS and enter your Telebroad SMS credentials. This enables two-way SMS messaging with callers directly from the portal.
Set your phone system to forward calls to your assigned CareAgt SIP line. Your administrator will provide the forwarding destination. Calls will be answered by the AI agent automatically.
The Dashboard is your real-time command center for all incoming calls and messages.
The full record of every call your AI agent has handled, with advanced search and filtering.
| Field | Description |
|---|---|
| Caller | Phone number and name (from Caller ID or matched Contact) |
| Summary | AI-generated reason for calling, extracted from the conversation |
| Caller Type | Patient, Family Member, Aide, Coordinator, Nurse, Doctor, etc. |
| Urgency | Emergency, Urgent, Routine, or Info Only |
| Language | Detected language(s) spoken during the call |
| Duration | Length of the call in minutes and seconds |
| Status | Workflow status: New → Called Back → Resolved |
| Transcript | Full conversation with both caller and AI responses |
Manage your contacts and enable automatic caller identification. When a known contact calls, the AI greets them by name and speaks their language.
| Field | How It's Used |
|---|---|
| Name | AI confirms: "Hi, am I speaking with [Name]?" |
| Phone 1 & Phone 2 | Matched against incoming Caller ID (last 10 digits) |
| Contact Type | Patient, Coordinator, Aide, Vendor, etc. Included in AI context |
| Preferred Language | AI automatically greets and speaks in this language |
| Group | Assign to a group for organized management |
| Coordinator | Link to their assigned coordinator contact |
| Notes | Passed to AI as context (e.g., "allergic to penicillin") |
The system extracts the caller's phone number from the SIP headers (Caller ID).
The phone number is matched against all contacts for your account using last-10-digit matching. This handles both 17185551234 and 7185551234 formats.
If matched, the contact's name, type, group, coordinator, notes, and preferred language are injected into the AI's instructions before it answers.
The AI says: "Hi, am I speaking with [Name]?" and waits for confirmation. If the caller confirms, the AI continues helping them with full context. If not, it asks who's calling.
Send and receive text messages with callers directly from the portal. SMS is available in the full SMS page and as a mini sidebar on the Dashboard.
Send messages to any phone number. Incoming replies appear in real-time. Full conversation threading per contact.
Click the SMS icon on any call record to start a text conversation with that caller. No need to copy-paste numbers.
Set up your SMS line number and API credentials in Settings → SMS. Test the connection before going live.
Tools are actions the AI can perform during a live call. Your administrator assigns tools to your account, and you can fully configure them from the Tools page in the portal.
| Tool | Type | What It Does | Customer Configurable |
|---|---|---|---|
| Transfer Call | transfer | Transfers the caller to a department or person | Yes — full config on Tools page |
| Transfer with API | transfer | Searches PBX directory by name to find extensions | Yes — API URL, auth, manual departments |
| Send Email | email | Sends call summary email during or after the call | Yes — recipient, CC, subject prefix |
| Knowledge Base | custom | Searches your Q&A database to answer caller questions | Admin adds Q&A entries |
| REST API Lookup | rest_api | Queries external APIs for customer/order information | Yes — endpoints, headers, API key, test |
| Database Lookup | db_lookup | Queries a database for customer records | Yes — connection, queries |
| Custom | custom | Custom tool with raw JSON configuration | Yes — raw JSON editor |
The Tools page in the portal sidebar lets you view, enable/disable, configure, and test all tools assigned to your account. Previously, most tool configs were admin-only — now you can fully manage them yourself.
Click the wrench icon in the sidebar (between Knowledge Base and Reports). You'll see a card for each tool showing its name, type badge, description, and an on/off toggle.
Each tool card has a toggle switch. Disabling a tool means the AI will not use it during calls, but the configuration is preserved. Re-enable it any time.
Click Configure on any tool card to open its type-specific configuration form.
| Field | Description | Example |
|---|---|---|
| Transfer Destinations | Map department/role names to extensions | Sales → 1001, Billing → 1003 |
| Default Destination | Fallback if no match | 0 (operator) |
| Announce Transfer | AI tells caller before transferring | Checked |
| API URL | PBX directory API (if API-based transfer) | https://pbx.example.com/api |
| Auth User / Pass | Credentials for API search | admin / **** |
| Manual Departments | Fallback list if API returns no match | 100 Front Desk 200 Emergency |
| Field | Description | Example |
|---|---|---|
| API Key | Referenced as {{API_KEY}} in headers | sk-abc123... |
| Timeout (ms) | Max wait time for API response | 5000 |
| Endpoints | Named API endpoints the AI can call | (see below) |
Each endpoint has:
| Field | Description | Example |
|---|---|---|
| Name | The lookup_type identifier | caller_info |
| URL | API URL with optional placeholders | https://crm.example.com/contacts/{phone} |
| Method | HTTP method | GET, POST, or PUT |
| Headers | One per line, key: value format | Authorization: Bearer {{API_KEY}} |
| Body Template | For POST/PUT, with placeholders | {"phone": "{identifier}"} |
Use these in the URL or body template. They get replaced with the actual value at runtime:
If your URL has no placeholders, the system falls back to appending ?search=value for GET requests.
Click the Test button on any REST API tool card. A modal opens where you can:
This lets you verify your endpoint URL, headers, and API key are correct before using the tool in a live call or automation.
| Field | Description | Example |
|---|---|---|
| Host | Database server address | db.example.com |
| Database | Database name | crm_production |
| Username | DB user | readonly_user |
| Password | DB password (hidden once saved) | **** |
| Queries | Named SQL queries with ? placeholders | (see below) |
| Field | Description | Example |
|---|---|---|
| Default Recipient | Where emails go by default | office@agency.com |
| CC Recipients | Additional recipients (comma-separated) | manager@agency.com, log@agency.com |
| Subject Prefix | Prepended to all email subjects | [ABC Home Care] |
For advanced tools, edit the raw JSON configuration directly. This is a freeform JSON editor for any custom tool logic.
Configure how and where calls get transferred when a caller asks for a specific person or department.
In Settings → Transfer, define department names mapped to extensions or phone numbers. The AI presents these as options to callers.
For larger organizations, the AI can search your PBX directory by name. When a caller says "transfer me to Karen," the system searches the Telebroad people directory and finds the matching extension. If multiple matches are found, the AI asks for clarification.
| Setting | Description |
|---|---|
| Announce Transfer | When enabled, the AI says "One moment, I'll transfer you now" before connecting |
| Default Destination | Fallback extension if no department matches (typically operator/0) |
| On-Error Transfer | Where to route calls if the AI encounters an error (insufficient credits, connection issues) |
Receive automatic email summaries after every call. The AI can also send emails during a call when instructed.
After every call ends, the system automatically sends an email containing:
Reason for calling, caller type, urgency level, action taken, and any special notes extracted by AI.
Caller name, phone number, patient name (if mentioned), callback number if different from Caller ID.
Enable "Include Transcript in Email" in AI Settings to append the full conversation to the email.
Go to Settings → Regular → Send Email tool to set:
Give your AI agent answers to frequently asked questions. When a caller asks something, the AI searches the knowledge base before responding.
Your administrator adds question-and-answer pairs organized by category (hours, services, pricing, policies).
During a call, when the caller asks something like "What are your hours?" the AI triggers the Knowledge Base tool.
The system searches by keywords and full-text matching, returns the best answers, and the AI reads them naturally to the caller.
Fine-tune how your AI agent sounds and behaves during calls.
| Setting | Options | Description |
|---|---|---|
| Voice | Sage, Alloy, Ash, Ballad, Coral, Verse | The AI's speaking voice. Sage is professional, Coral is friendly, Ballad is calm. |
| Opening Greeting | Free text | What the AI says first. Use {{CompanyName}} and {{CallerIDName}} placeholders. |
| Temperature | 0.6 – 1.0 | Controls response creativity. Lower = more consistent, higher = more natural. |
| Multi-Language | On / Off | When enabled, AI can detect and respond in the caller's language. |
| Create Summary | On / Off | When off, only the reason for calling is extracted (no urgency, caller type, etc.) |
| Include Transcript | On / Off | Appends full conversation text to the email notification. |
The AI Instructions field (view-only for customers) contains the detailed behavior script your AI follows. It defines tone, workflow, and how to handle different situations. Contact your administrator to modify the instructions.
Set up rules that run automatically to organize, route, and alert based on call content. Automations run in three phases: before the call, after the call, and on a continuous timer for open calls.
Each automation rule has conditions (what to match), actions (what to do), a phase (when it runs), and a priority (higher runs first). Multiple rules can fire on the same call. Use AND/OR logic to combine conditions.
Runs when the call arrives, before the AI answers. Use to set the AI's language or inject custom context based on the caller's contact record.
before answerRuns immediately after the call ends and the AI summary is generated. Use for routing, alerts, keyword detection, and notifications.
after hangupRuns every 60 seconds, scanning all open (non-resolved) calls. Use for escalation alerts when calls sit too long without follow-up.
every 60sThese conditions match against the AI-generated call summary and the raw transcript after a call ends.
| Field | Operators | Description |
|---|---|---|
| Transcript Keywords | contains, not contains | Search the full raw transcript (everything said by caller and AI) for specific words or phrases. Most powerful for keyword-based routing. |
| Reason | equals, contains, starts with, in list | Match against the AI-extracted reason for calling |
| Notes | equals, contains, not contains | Match against additional notes the AI extracted |
| Urgency | equals, not equals, in list | AI-classified urgency: emergency, urgent, routine, info_only |
| Caller Type | equals, not equals, in list | AI-classified type: patient, family_member, home_health_aide, coordinator, etc. |
| Language | equals, contains, in list | Detected language(s) from the call (e.g., "es", "yi", "ru") |
| Caller Name | equals, contains, starts with | The caller's name (from AI extraction or Caller ID) |
| Caller Number | equals, contains, starts with | The caller's phone number |
| Group Tag | matches | Checks if any active group's tags appear in the call reason or notes |
| Repeat Caller | called within | Detects if the same number called before within X hours. Optionally filter by status and group. |
| Field | Operators | Description |
|---|---|---|
| Contact Exists | equals | Whether the caller is a known contact (true/false) |
| Contact Language | equals, not equals | The contact's preferred language setting |
| Contact Type | equals, not equals, in list | The contact's type (Patient, Coordinator, Aide, etc.) |
| Contact Group | equals, not equals | The contact's assigned group |
| Caller Number | equals, contains, starts with | The incoming phone number |
| Field | Operators | Description |
|---|---|---|
| Call Status | equals, not equals, in list | Current status: new, called_back, resolved, custom |
| Time in Status | greater than | Minutes since the call entered its current status |
| Urgent Flag | equals | Whether the call is flagged urgent (true/false) |
| AI Urgency | equals, not equals, in list | The AI-classified urgency level |
| Group Assigned | equals | Whether the call has been assigned to a group |
Use these in email subjects, email bodies, and SMS messages. They're replaced with actual values when the action fires:
The API Lookup action lets automations call your REST API tools and use the results as AI context (pre-call) or for logging/webhooks (post-call). This is how you connect external systems like CRMs, ERPs, or patient databases to your AI agent.
When a call arrives, the automation calls your API with the caller's phone number. The response (e.g., patient name, account info) is injected into the AI's instructions so it already knows who's calling.
before answerAfter a call, the automation calls your API to push the call result to an external system (e.g., create a ticket, update a CRM record, trigger a webhook).
after hangupFollow these steps to create an API Lookup automation:
Go to Tools page and configure a REST API tool with at least one endpoint. For example:
Use the Test button to verify it returns the expected data.
Go to Automations and create a new rule:
| Field | Description | Example |
|---|---|---|
| Tool | Which REST API tool to use (dropdown shows only enabled REST API tools) | CRM Lookup |
| Endpoint | Which endpoint/lookup_type to call (loaded from tool config) | caller_info |
| Identifier Field | What data to send as the identifier | Caller Number, Contact Name, or Contact Type |
| Context Template | How to format the API result for the AI. Use {api_result} placeholder. | Patient record: {api_result} |
Upload audio files for use in automations and special call flows (e.g., coordinator callback prompts).
.wav .mp3 .gsm .sln .ulaw .alaw — Maximum 10MB per file
Upload and manage audio files in Settings → Audio Files. Each file can have a description for easy identification.
Add team members to your CareAgt portal with different access levels.
| Role | Permissions |
|---|---|
| Admin | Full access: all settings, users, AI instructions, call processing options, email templates |
| Manager | View and manage calls, contacts, SMS, groups. Cannot modify AI settings or users. |
| Viewer | Read-only access to dashboard, call history, and contacts |
Manage users in the Users section of the portal. Each user logs in with their own username and password.
Organize contacts and calls into groups for better team management. Groups can be language-based, department-based, or any custom categorization.
Assign contacts to groups. When a grouped contact calls, the AI has their group context (e.g., "Spanish Group" or "VIP Patients").
Use automation rules to auto-assign calls to groups based on language, urgency, or caller type. No manual sorting needed.
Create reusable email templates with variables for automations and notifications. Admin-only feature.
Use these variables in your email templates. They are replaced with actual values when the email is sent:
Create and manage templates in Settings → Email Templates.
Log in to your portal and configure your AI agent. Need help? Contact us anytime.