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Go-Live: What Happens on Your First Day with EMMA

This article explains what to expect on your first day with EMMA live, how the bedding-in process works, what your team needs to do, and how QuantumLoop AI supports you through it. It is written to reassure practices that go-live is gradual, monitored, and fully supported.

Purpose of This Article

Go-live day can feel uncertain. This article explains exactly what happens, removes any ambiguity, and reassures your team that EMMA is introduced gradually with full support from QuantumLoop AI at every step. Nothing is switched on and left unmonitored.

Main Content

Before Go-Live Day

Before your bedding-in period begins, your account manager will hold a pre-go-live call with your practice. During this call they will:

  • Confirm your bedding-in start date
  • Walk you through exactly what to expect each day
  • Answer any final questions from your team
  • Confirm that all readiness checks have been completed

The checklist your account manager reviews before go-live is confirmed as complete before any calls are handled by EMMA:

  • Number porting complete
  • System configuration complete
  • Integration with your consultation system verified
  • Testing complete
  • Staff training complete
  • Dashboard access confirmed

If any item is outstanding, your account manager will discuss it with you before proceeding.

How Go-Live Works: The Bedding-In Period

EMMA is not switched on fully from the start. Go-live follows a controlled bedding-in process that typically runs over approximately five days. This allows the QuantumLoopAI team to monitor performance, make real-time adjustments, and ensure everything is working correctly before EMMA operates at full capacity.

Day 1

  • EMMA is active for a short, controlled window in the afternoon
  • Only a small proportion of calls are routed to EMMA
  • All remaining calls continue to your reception team as normal
  • The QuantumLoop AI team monitors performance in real time and makes any needed adjustments
  • Live testing typically takes place between 12:00 and 18:00, with mornings used for review and fine-tuning

Days 2 to 4

  • EMMA's active hours are gradually extended each day
  • A greater proportion of calls are handled by EMMA as confidence and stability grow
  • Daily reviews take place and any refinements are made based on live call performance

Day 5

  • EMMA operates for a longer continuous period
  • Final tuning and checks are completed
  • Your team confirms readiness for full-time operation, or requests an additional bedding-in day if needed

Moving to Full-Time Operation

EMMA moves to full-time operation only when you are comfortable. You will receive at least one working day's notice before this happens so your team can prepare.

Most practices move to full-time operation within a few days of starting bedding-in.

What Your Team Will See on Day 1

On your first day with EMMA active, here is what your team can expect:

In the consultation inbox Patient requests submitted by EMMA will begin arriving in your consultation inbox (Accurx, eConsult, Anima, or AskMyGP) in the same format as any other online consultation submission. Your team reviews and actions them as normal.

At reception Your reception team will continue handling the majority of calls on day one. A small proportion will be answered by EMMA. Calls that EMMA cannot or should not handle are transferred directly to reception as always.

On the dashboard You can log in to the dashboard at any time to view call activity, listen to recordings, and monitor how EMMA is performing. Your account manager will also be reviewing this alongside you.

What Calls EMMA Handles and What Goes Straight to Reception

Even once EMMA is fully live, certain calls always transfer immediately to your reception team without EMMA attempting to handle them. These include:

  • Emergency symptoms such as chest pain, stroke signs, or severe breathing difficulty
  • Suicidal ideation, self-harm, or safeguarding concerns
  • Calls from healthcare professionals (hospitals, pharmacies, district nurses, community teams, health visitors, midwives, paramedics, social workers, mental health teams, the coroner's office)
  • VIP or vulnerable patients on your configured list
  • Unwell baby under 12 months
  • Death registration calls
  • Patients with digital exclusion
  • Missed call callbacks or patients responding to a surgery SMS
  • Requests for named doctors or staff members

Your reception team does not need to do anything differently for these calls. EMMA recognises them and transfers immediately.

How Patients Typically Respond

Some patients will adapt to EMMA quickly. Others may need a little time. This is normal and expected. A few things worth knowing:

  • Patients who find it harder to engage with EMMA will be transferred to reception, as they always can be
  • SOFIA provides an SMS fallback for patients whose calls drop or where audio quality is poor, so no request is lost
  • Patient communications you distributed before go-live will have helped set expectations
  • Patient acceptance typically improves as familiarity grows over the first few weeks

If you receive any specific patient feedback in the first days, share it with your account manager. Early feedback directly helps refine EMMA's configuration for your practice.

Support During Go-Live

The QuantumLoop AI team is closely involved throughout your bedding-in period. You will not be managing this alone.

  • Your account manager is available throughout bedding-in for any questions or concerns
  • The team monitors EMMA's performance in real time and makes adjustments proactively
  • A first week check-in call is scheduled to review how things are going and address anything your team has noticed
  • You can contact the support team at any time at support@quantumloopai.com

Step-by-Step Instructions

What your practice needs to do on and around go-live day:

  1. Attend the pre-go-live call with your account manager to confirm the bedding-in plan.
  2. Brief your reception team before day one so they know what to expect. Let them know EMMA will be active in the afternoons initially and that most calls will still reach them as normal.
  3. On day one, keep an eye on your consultation inbox. Patient requests from EMMA will begin appearing there.
  4. Log in to the dashboard to view call activity and monitor performance.
  5. Note any feedback from your team or patients and share it with your account manager.
  6. Attend your first week check-in call and raise anything that needs adjusting.
  7. When you are comfortable, confirm readiness to move EMMA to full-time operation.

Troubleshooting

Calls are not appearing in our consultation inbox. Check that your consultation system (Accurx, eConsult, Anima, or AskMyGP) is active and accepting submissions. If submissions are not arriving and the system appears to be working, contact support@quantumloopai.com immediately.

EMMA appears to not be answering any calls. Check the dashboard to confirm EMMA is enabled. If EMMA shows as active but calls are not being handled, contact your account manager or support@quantumloopai.com.

A patient called and was transferred to reception unexpectedly. Some transfers are expected and correct. Review the list of call types that always bypass EMMA above. If the transfer does not match any of those scenarios, note the time of the call and contact your account manager so the call can be reviewed.

Our team is not sure what to do when a call comes through to reception from EMMA. Reception should handle transferred calls exactly as they would any other inbound call. No change to existing processes is required.

We are not feeling ready to proceed. That is completely fine. Go-live can be paused or postponed at any point. Contact your account manager and they will adjust the timeline to suit your practice.

FAQs

Will EMMA be handling all of our calls from day one? No. On day one, only a small proportion of calls are routed to EMMA, typically in the afternoon. The rest continue to reception as normal. EMMA's call volume increases gradually over the bedding-in period.

What happens if something goes wrong during bedding-in? The QuantumLoop AI team monitors performance in real time. If an issue is identified, adjustments are made immediately. You can also contact your account manager or support@quantumloopai.com at any time.

Can we pause or stop EMMA if we need to? Yes. EMMA can be disabled instantly from the dashboard at any time by an Admin user. See: How to Enable or Disable EMMA from Your Dashboard (article 2.1).

How will we know if EMMA is working correctly? Use the dashboard to review call recordings and activity. Your account manager will also be monitoring performance throughout the bedding-in period and will flag anything that needs attention.

When does the bedding-in period end and full-time operation begin? When your team is satisfied with performance and confirms readiness. You will always receive at least one working day's notice before EMMA moves to full-time operation. There is no fixed deadline.

What happens to patients who refuse to use EMMA? Patients who persist in requesting to speak to a receptionist will be transferred to your reception team. EMMA does not block access to reception. Approximately 10 to 15 percent of patients typically request a transfer.