A Patient Request Has Not Arrived in the Inbox

Purpose of This Article

Missing submissions are one of the most common post-go-live concerns. In most cases the request has arrived but is not immediately visible, or the call was handled in a way that did not produce a submission. This article walks you through the checks in order of likelihood.

Main Content

Before You Contact Support

Work through the checks below in order. Most cases are resolved at step 1 or 2. If you have completed all checks and the request is still missing, contact support@quantumloopai.com with the details noted at each step.

Step-by-Step Checks

Check 1: Have you checked the full inbox, including filtered views?

Submissions from EMMA appear in your online consultation inbox alongside all other submissions. Before assuming a submission is missing, confirm you have checked all views.

1. Log in to your consultation inbox (Accurx, eConsult, Anima, or AskMyGP).
2. Check whether any filters are applied that might be hiding the submission — for example, a date filter, a staff member filter, or a status filter.
3. Check all inbox sections: active, archived, completed, and any review or failed sections.
4. Search for the patient by name or NHS number to locate their submission directly.

If the submission is found, no further action is needed.

Check 2: Was the call actually completed by EMMA?

Not every call results in a submission. Some calls are transferred to reception before a request is captured. Confirm what happened on the call.

1. Log in to the QuantumLoopAI dashboard.
2. Locate the call in the dashboard using the approximate date and time the patient says they called.
3. Review the call recording or activity log to see how the call was handled.

If the call was transferred to reception before EMMA captured a request, no submission will have been made. The patient's request will need to be followed up manually.

Check 3: Was the patient's request redirected rather than submitted?

Some request types are redirected rather than submitted directly. For example, a repeat prescription request may redirect the patient to the NHS App or Pharmacy First rather than submitting a consultation form. In these cases, no inbox submission is generated — the patient is signposted to an alternative route.

If the patient's request falls into a redirected category, this is expected behaviour. Check the call recording in the dashboard to confirm.

Check 4: Is your consultation system active and accepting submissions?

If your consultation system was temporarily closed or unavailable at the time of the call, submissions may have been affected.

1. Check whether your consultation inbox (Accurx, eConsult, Anima, or AskMyGP) is currently active and accepting new submissions.
2. Check whether any capacity limits were reached at the time of the call. If your medical form was full at the time, the patient may have been told no more same-day requests could be taken.
3. If your system was down or at capacity, contact support@quantumloopai.com to check whether any submissions need to be recovered.

Note: For Accurx practices, an automated fallback mechanism is in place to support submission if the primary method is temporarily unavailable. If the fallback was triggered, the submission may have arrived via a different route. Check your inbox carefully, including any email-based submission channels if applicable.

Check 5: Did the call drop before EMMA finished capturing the request?

If the call dropped mid-conversation before EMMA completed the request capture, no submission will have been made. In this scenario:

• SOFIA will have sent the patient an SMS with a link to continue their request in writing.
• Check your inbox for a SOFIA submission from the same patient, which may have arrived slightly later than expected.
• If the patient did not follow the SOFIA link, no submission will exist and you may need to follow up with the patient directly.

Check 6: Check the Failed or Review section in the dashboard

Some submissions are held in a failed or review state rather than being rejected outright. These may not be visible in your standard consultation inbox.

1. Log in to the QuantumLoopAI dashboard.
2. Check for any enquiries showing a failed or review status for the relevant patient and date.
3. If a failed submission is visible, contact support@quantumloopai.com with the details so it can be reprocessed.

If None of the Above Resolve the Issue

Contact the support team with the following information:

• Patient name and date of birth (do not include NHS number in email — share via your secure channel if required)
• Approximate date and time of the call
• Your consultation system (Accurx, eConsult, Anima, or AskMyGP)
• Which checks you have already completed and what you found
• Whether this is a one-off or a recurring issue

Contact: support@quantumloopai.com

Troubleshooting

A patient is insisting they spoke to EMMA but we can find no record of their call. Check the dashboard call log for the date and time the patient says they called. If no call is recorded, the patient may have called the wrong number or the call may not have connected. If a call is recorded but no submission exists, work through the checks above.

We are seeing missing submissions regularly, not just occasionally. If this is happening frequently, it may indicate a configuration issue or an integration problem with your consultation system. Contact support@quantumloopai.com and provide examples of affected calls so the team can investigate.

A patient followed the SOFIA link but we still have not received their request. Check your SOFIA inbox section in the dashboard. If the submission appears there but not in your consultation inbox, contact support@quantumloopai.com with details. SOFIA submissions should route into your standard consultation inbox.

The dashboard shows the submission was successful but it is not in our inbox. This may indicate a temporary sync issue between the QuantumLoopAI platform and your consultation system. Contact support@quantumloopai.com with the submission reference from the dashboard and the team will investigate.

Our consultation system was down earlier today and we are worried about missed requests. Contact support@quantumloopai.com to check whether any submissions were affected and whether recovery is possible. For Accurx practices, a fallback mechanism was introduced in February 2026 to reduce the impact of primary submission failures.

FAQs

Does EMMA always submit a request at the end of every call? No. A submission is only made when EMMA successfully captures a patient request during the call. Calls that are transferred to reception before capture, redirected to an external service, or that drop before completion will not produce a submission.

How quickly should a submission arrive in our inbox after a call? Submissions typically arrive in your inbox within a few minutes of the call ending. If more than 15 minutes have passed since the call and nothing has arrived, work through the checks in this article.

Can we recover a submission that failed? In some cases yes. Contact support@quantumloopai.com with details of the affected call and the team will check whether recovery is possible.

What happens if a patient calls outside of hours and our consultation system is closed? If your consultation system is closed outside of hours, EMMA can be configured to inform patients that no requests can currently be taken, or to turn off entirely. Submissions cannot be made to a closed consultation system. Speak to your account manager if you want to review your out-of-hours configuration.

A patient says they completed their request via SOFIA but we have not received it. Check the SOFIA section of your dashboard inbox and also your standard consultation inbox. If the submission is not in either place, contact support@quantumloopai.com with the patient details and approximate time of the SOFIA session.