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How to Configure EMMA's Operating Hours

EMMA can be set to activate and deactivate automatically based on your surgery's operating hours using the Auto Scheduler. This article explains how to configure your operating hours, what happens to calls outside those hours, and how to handle planned closures.

Purpose of This Article

Many practices want EMMA to turn on and off automatically in line with their opening times, without needing to manually toggle her each day. This article explains how to set that up and how to manage exceptions such as bank holidays, training days, and unplanned closures.

Main Content

Two Ways to Control When EMMA Is Active

There are two methods available from the EMMA Settings page in the dashboard:

Manual toggle Switch EMMA on or off immediately at any time. Best for unplanned situations. See: How to Enable or Disable EMMA from Your Dashboard (article 2.1).

Auto Scheduler Configure EMMA to activate and deactivate automatically based on your surgery's operating hours. Best for day-to-day recurring operation. This is covered in detail in this article.

Both methods are available to Admin users only.

What the Auto Scheduler Does

The Auto Scheduler allows you to set specific times for EMMA to activate and deactivate on each day of the week. Once configured, EMMA turns on and off automatically at those times every day without any manual action from your team.

You can configure different hours for different days. For example:

  • Monday to Friday: 08:00 to 18:30
  • Saturday: 09:00 to 12:00
  • Sunday: Off

EMMA operates strictly within the hours you configure. Outside of those hours, calls are not answered by EMMA and revert to your existing telephony fallback arrangement.

What Happens Outside of Configured Hours

When EMMA is inactive outside of her configured hours, calls to your surgery number revert to your existing telephony arrangement. What patients hear depends on how your telephony is set up — for example, an out-of-hours message, a diversion to a different number, or a ringing line.

If you want patients to hear a specific message when EMMA is off outside of hours, speak to your account manager about configuring an appropriate out-of-hours or closure message.

Handling Planned Closures and Exceptions

The Auto Scheduler manages recurring weekly hours. It is not currently designed to handle one-off exceptions such as bank holidays, training days, or unplanned closures automatically.

For planned closures and exceptions, the recommended approach is to manually turn EMMA off using the dashboard toggle on those specific days. This is simpler and more reliable than trying to pre-configure variable dates.

Examples:

  • Bank holiday: Manually disable EMMA the evening before or on the morning of the bank holiday
  • Monthly training day: Manually disable EMMA before your training session begins and re-enable it when you return
  • Unexpected early closure: Manually disable EMMA immediately from the dashboard

See: How to Enable or Disable EMMA from Your Dashboard (article 2.1) for instructions on using the manual toggle.

Capacity Management and Operating Hours

EMMA can also be configured to operate only during specific windows within your opening hours if needed. For example, some practices run EMMA only in the afternoons, or only during peak call periods.

This type of time-window configuration is typically set up during onboarding or via your account manager. If you want to adjust the windows during which EMMA handles calls, contact support@quantumloopai.com.

EMMA's capacity management for medical requests is controlled separately through your online consultation tool, not through the operating hours settings. See your account manager for guidance on capacity configuration.

Step-by-Step Instructions

To configure the Auto Scheduler:

  1. Log in to the QuantumLoop AI dashboard at https://quantumloopai.com/ql-dashboard
  2. Navigate to Settings in the left-hand menu.
  3. Select EMMA Settings.
  4. Locate the Auto Scheduler section.
  5. For each day of the week, set the time you want EMMA to activate (start time) and deactivate (end time).
  6. For any day when EMMA should not be active, leave it unset or toggle it off.
  7. Save your changes.
  8. Verify the schedule looks correct by reviewing the saved times for each day.

EMMA will now activate and deactivate automatically at the configured times each day.

To update your hours after initial setup:

Follow the same steps above and update the times as needed. Changes take effect from the next scheduled activation or deactivation.

To turn EMMA off for a one-off closure:

Use the manual toggle in EMMA Settings rather than adjusting the Auto Scheduler. See: How to Enable or Disable EMMA from Your Dashboard (article 2.1).

Troubleshooting

EMMA is not turning on at the configured start time. Check that the Auto Scheduler is enabled and that the times are saved correctly. Confirm that the manual toggle is also set to enabled — the Auto Scheduler will not override a manual disable. If the issue continues, contact support@quantumloopai.com.

EMMA is not turning off at the configured end time. Check that the end time in the Auto Scheduler is set correctly and has been saved. If EMMA remains active beyond the configured time, contact support@quantumloopai.com.

EMMA is active when she should not be (for example, on a bank holiday). The Auto Scheduler runs on a recurring weekly schedule and does not account for one-off closures. For bank holidays and exceptions, manually disable EMMA using the dashboard toggle. See: How to Enable or Disable EMMA from Your Dashboard (article 2.1).

I cannot access the Auto Scheduler. The Auto Scheduler is in the EMMA Settings section, which is only visible to Admin users. If you cannot see it, your account may be set to Standard user access. Contact your practice manager or an Admin user. See: Understanding User Roles and Permissions (article 4.4).

We need EMMA to operate on a different schedule to our general opening hours. Contact your account manager to discuss your requirements. EMMA can be configured to operate within specific windows during your opening hours if needed.

Our opening hours have changed and we need to update the Auto Scheduler. Follow the step-by-step instructions above to update your configured hours. Changes take effect from the next scheduled activation.

FAQs

Does the Auto Scheduler override the manual toggle? No. If EMMA has been manually disabled, the Auto Scheduler will not turn her back on automatically. You must manually re-enable EMMA via the toggle first, after which the Auto Scheduler will resume normal operation.

Can we set different hours for different days of the week? Yes. The Auto Scheduler allows you to configure different start and end times for each day of the week, and to leave specific days entirely off.

What happens to calls outside of EMMA's configured hours? Calls revert to your existing telephony fallback arrangement. Patients are not left without a way to contact the surgery — they will reach whatever fallback you have set up with your telephony provider.

Can EMMA be configured to only operate during specific hours within the day, such as mornings only? Yes. The Auto Scheduler allows you to set any start and end time within a day. If you want EMMA to handle calls only during certain windows, set your times accordingly or contact your account manager for guidance.

Do we need to update the Auto Scheduler for bank holidays? No. For bank holidays and one-off closures, use the manual toggle to disable EMMA on that day. The Auto Scheduler is for recurring weekly hours only.

Can we see a log of when EMMA was active and inactive? [NEEDS VERIFICATION] — please confirm whether the dashboard provides a history of EMMA's active/inactive periods.