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How to Request Changes to Your EMMA Configuration

Some EMMA settings can be managed directly from your dashboard, while others require a request to QuantumLoopAI. This article explains what your practice can change yourself, what needs to go through support, and how to submit a configuration change request clearly.

Purpose of This Article

Practices often want to adjust how EMMA works as they settle in — whether that is changing call flows, adding referral pathways, updating operating hours, or adjusting how EMMA handles specific call types. This article clarifies what is self-service and what requires a support request, and helps your team submit requests clearly so changes can be made quickly.

Main Content

What Your Practice Can Change Directly from the Dashboard

The following changes can be made by Admin users without contacting QuantumLoopAI:

  • Enable or disable EMMA — toggle EMMA on or off instantly from the Settings page. See: How to Enable or Disable EMMA from Your Dashboard (article 2.1).
  • Operating hours and Auto Scheduler — set or adjust the hours EMMA is active. See: How to Configure EMMA's Operating Hours (article 2.2).
  • VIP patient list — add or remove patients who should always bypass EMMA and transfer to reception. See: How to Manage Your VIP Patient List (article 2.3).
  • SOFIA invite message — view and update the message patients receive when SOFIA sends them an SMS. Available in the CMS Settings page.

These changes take effect immediately and do not require any involvement from QuantumLoopAI.

What Requires a Request to QuantumLoopAI

The following changes to EMMA's configuration are made by the QuantumLoopAI team on your behalf. To request any of these, contact your account manager or email support@quantumloopai.com:

Call flow changes

  • How EMMA handles specific call types — for example, routing prescription calls to a dedicated line, or asking an urgency question at the start of medical calls
  • Adding or modifying EMMA's responses in specific scenarios
  • Changing how EMMA introduces herself or what she says in particular situations

Transfer Sensitivity Level

  • Changing from one level to another (Level 0 to 3). See: Understanding EMMA's Transfer Sensitivity Settings (article 2.5).

Referral pathways and signposting

  • Adding new services EMMA can signpost patients to
  • Updating existing referral pathway details, links, or contact information
  • Removing outdated services
  • A quarterly review of your signposting content is recommended as good practice

IVR welcome message and button routing

  • Updating your practice's welcome audio message
  • Changing which button routes to EMMA versus reception

Consultation system

  • Changing the consultation system EMMA submits requests to (e.g. moving from Accurx to eConsult)

Patient age routing

  • Configuring EMMA to route patients above a certain age directly to reception

Any other practice-specific configuration

  • Any change to how EMMA behaves specifically for your practice that is not covered by the self-service options above

How to Submit a Configuration Change Request

When submitting a change request, including the right level of detail upfront avoids delays caused by back-and-forth clarification.

Contact:

  • Your account manager (fastest route for any change)
  • support@quantumloopai.com (for non-urgent requests)

What to include in your request:

  • Your surgery name and ODS code
  • A clear description of what you want to change
  • The reason for the change (not always required, but helpful for complex call flow changes)
  • Any relevant context — for example, the specific call type, time window, or patient group affected
  • Whether the change is urgent or can be scheduled

Examples of well-written requests:

  • "We would like EMMA to route all calls from patients asking about repeat prescriptions to our dedicated prescription line (number: 01234 567890) rather than capturing them as a standard request."
  • "We want to add a new referral pathway for our local mental health service. The service is called [Name], the referral link is [URL], and we want EMMA to signpost patients who mention mental health or anxiety."
  • "We would like to change our Transfer Sensitivity Level from Level 1 to Level 2."

How Quickly Are Changes Applied?

Simple changes such as Transfer Sensitivity adjustments are typically applied quickly, often the same or next working day.

More complex changes such as new call flows or referral pathways may take longer depending on the nature of the change and the testing required. Your account manager will give you an estimated timeline when you raise the request.

Step-by-Step Instructions

To request a configuration change via email:

  1. Open a new email to support@quantumloopai.com or contact your account manager directly.
  2. Use a clear subject line — for example: "Configuration Change Request — [Surgery Name] — [Brief description]"
  3. Include your surgery name, ODS code, and the details of the change as described above.
  4. Send the email.
  5. QuantumLoopAI will acknowledge your request and confirm the timeline for the change.

Troubleshooting

I submitted a change request but have not had a response. Check your spam or junk folder for a reply. If nothing has arrived after one working day, follow up with your account manager directly.

A change was made but EMMA is not behaving as expected. Contact your account manager or support@quantumloopai.com with a description of what you expected to happen and what is actually happening. Include the approximate time of an affected call if possible.

We want to revert a change that was recently made. Contact your account manager or support@quantumloopai.com and explain what was changed and that you would like it reverted. Include when the change was made if you know.

We are not sure whether a change we want falls into self-service or requires a request. If in doubt, contact your account manager. They can advise on the quickest route to making the change you need.

FAQs

Can we make changes to EMMA's call flows ourselves from the dashboard? Not currently. Call flow changes are made by QuantumLoopAI on your behalf. The dashboard provides self-service control for operational settings such as EMMA on/off, operating hours, and the VIP list.

How often can we request changes? There is no limit on how often you can request configuration changes. QuantumLoopAI actively encourages practices to provide feedback and request adjustments, particularly in the first few months after go-live.

Will changes affect EMMA while she is handling calls? Minor changes such as Transfer Sensitivity adjustments take effect on new calls immediately. More significant changes to call flows are typically applied and tested during a quiet period. Your account manager will discuss timing with you for any change that may affect live call handling.

Can we preview or test a change before it goes live? For significant call flow changes, QuantumLoopAI will test the change internally before it is applied to your live configuration. If you want to review a specific change before it goes live, let your account manager know when submitting the request.

What if we want to review all our current configuration settings? Contact your account manager and ask for a configuration review. This is typically included in your scheduled check-in calls but can also be requested at any time.