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How to Enable or Disable EMMA from Your Dashboard

Admin users can enable or disable EMMA instantly from the QuantumLoop AI dashboard at any time, without needing to contact the support team. This article explains how to do it, when you might need to, and what happens to calls when EMMA is switched off.

 

Purpose of This Article

There are situations where your practice may need to turn EMMA off quickly — for example, during a system issue, a planned closure, or an unexpected staffing change. This article explains how to do that instantly, without waiting for support, and what to expect when you do.

Main Content

Who Can Enable or Disable EMMA

Only Admin users can enable or disable EMMA from the dashboard. Standard users do not have access to the Settings section where this control is located.

If you need to enable or disable EMMA but do not have Admin access, contact your practice manager or the member of your team with Admin access. See: Understanding User Roles and Permissions (article 4.4).

What Happens When EMMA Is Disabled

When EMMA is disabled:

  • Calls to your surgery number are no longer answered by EMMA
  • Calls revert to your existing business continuity arrangement — for example, forwarding to a designated number or ringing directly at reception, depending on your telephony setup
  • Patients are not left without a way to contact the surgery
  • No patient requests are submitted to your consultation inbox by EMMA during the disabled period
  • EMMA can be re-enabled instantly at any time from the same settings page

Disabling EMMA does not affect your NINA website assistant or SOFIA. Those continue to operate independently.

Two Ways to Control EMMA's Availability

There are two methods available from the EMMA Settings page:

Manual toggle Switch EMMA on or off immediately. Use this for unplanned situations such as unexpected system issues, urgent staffing changes, or any scenario where you need EMMA off right away.

Auto Scheduler Configure EMMA to activate and deactivate automatically based on your surgery's operating hours. Use this for planned, recurring control of when EMMA is active. See: How to Configure EMMA's Operating Hours (article 2.2) for full details on the Auto Scheduler.

Step-by-Step Instructions

To enable or disable EMMA manually:

  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 EMMA enable/disable toggle.
  5. Click the toggle to switch EMMA off (if currently active) or on (if currently inactive).
  6. The change takes effect immediately. No confirmation step is required.
  7. Verify the status has changed by checking the toggle position and any status indicator shown on the page.

To re-enable EMMA:

Follow the same steps above and click the toggle to switch EMMA back on. EMMA will begin answering calls again immediately.

Troubleshooting

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

I disabled EMMA but calls are still not reaching reception. Disabling EMMA reverts calls to your existing telephony fallback arrangement. If calls are not reaching your team after EMMA is disabled, the issue may be with your telephony setup rather than the dashboard. Contact support@quantumloopai.com if the problem continues.

EMMA appears to be disabled but I did not turn it off. Check your Auto Scheduler settings. If the Auto Scheduler is configured, EMMA will deactivate automatically outside of your set hours. If the schedule looks incorrect, contact your account manager or support@quantumloopai.com to review it. See also: EMMA Is Not Answering Calls (article 3.1).

The toggle is not responding when I click it. Try refreshing the page and attempting again. If the problem continues, contact support@quantumloopai.com with details of the issue.

I need to disable EMMA but do not have Admin access. Contact the Admin user at your practice immediately. If you cannot reach them and the situation is urgent, contact support@quantumloopai.com and the team will assist.

FAQs

Does disabling EMMA affect NINA or SOFIA? No. NINA and SOFIA operate independently of the EMMA on/off toggle. Disabling EMMA only affects inbound call handling. Your website assistant and SMS follow-up tool continue to operate normally.

Will patients receive any message when EMMA is disabled? When EMMA is disabled, calls revert to your telephony fallback. What patients hear depends on how your telephony is set up. If you want patients to hear a specific message when EMMA is off, speak to your account manager about configuring an out-of-hours or closure message.

Can I schedule EMMA to turn off automatically at the end of the working day? Yes. Use the Auto Scheduler in EMMA Settings to set recurring on and off times based on your surgery hours. See: How to Configure EMMA's Operating Hours (article 2.2).

Is there a record of when EMMA was enabled or disabled? [NEEDS VERIFICATION] — please confirm whether the dashboard logs enable/disable events for audit purposes.

Can I disable EMMA for just one phone number if we have multiple lines? [NEEDS VERIFICATION] — please confirm whether the toggle applies per surgery or per individual line where multiple numbers are ported.

What should I do if I cannot log in to the dashboard to disable EMMA urgently? Contact support@quantumloopai.com immediately. The team can disable EMMA on your behalf. For urgent out-of-hours situations, contact your account manager directly.