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Understanding Your Onboarding Journey

This article walks you through every stage of the QuantumLoop AI onboarding process, from your welcome call to your first day live with EMMA. It sets out what to expect, what actions are needed from your practice, and what QuantumLoop AI handles on your behalf.

Purpose of This Article

Onboarding with QuantumLoop AI involves several stages happening in sequence. This article gives your practice a clear picture of the full journey so you know what is coming, what you need to do, and what QuantumLoop AI handles for you. Understanding the process reduces delays and helps your team feel prepared.

Main Content

Overview of the Onboarding Journey

Onboarding is divided into six stages. Most of the work is carried out by the QuantumLoop AI team. Your practice is only required to take action at specific points.

The six stages are:

  1. Welcome Call
  2. Forms (Onboarding Form and CLOA)
  3. Number Porting
  4. Preparing Your Surgery for EMMA's Arrival
  5. System Configuration and Testing
  6. Bedding-In and Go-Live

There is no strict requirement to complete every step in this exact order. However, some steps depend on others. Your account manager will guide you through the sequence that works for your practice.

Important: Charges begin only after your practice goes live. There are no charges during the onboarding period.

Stage 1: Welcome Call

After your contract is signed, your customer success manager will reach out to book a welcome call.

During the welcome call, your account manager will:

  • Walk you through the full onboarding process
  • Explain each stage and what is needed from your practice
  • Answer any initial questions
  • Confirm your timeline and any specific requirements

This call typically takes around 30 minutes. It is the starting point for everything that follows.

Stage 2: Forms

After the welcome call, you will be asked to complete two forms.

Onboarding Form This provides QuantumLoop AI with the information needed to configure EMMA for your practice. It covers your call flows, consultation system, service structure, and team setup. The form takes around 20 to 30 minutes to complete and must be done in a single session as there is no save feature.

CLOA Form (Customer Letter of Authority) This authorises QuantumLoop AI to port your main surgery phone number so that EMMA can answer calls. Completing this accurately is critical to avoid delays. The CLOA takes around 15 minutes to complete.

Your practice is asked to submit both forms within 48 hours of receiving them. The sooner they are submitted, the sooner setup can begin.

A Clinical Safety Officer (CSO) at your practice must also sign off on the clinical safety registration. Practice staff can complete most of this, but the CSO must provide final sign-off.

See also:

  • How to Complete Your Onboarding Form (article 1.8)
  • How to Complete Your CLOA Form (article 1.9)

Stage 3: Number Porting

Number porting is the process of transferring your main surgery phone number to QuantumLoop AI's telephony infrastructure so that EMMA can answer it.

Key facts about porting:

  • Your patients keep the same phone number throughout. The change is invisible to them.
  • Your existing telephone line, IVR, extensions, and internal services remain unchanged.
  • Once porting is complete, if EMMA is not yet live, calls automatically forward to your substitute number so there is no gap in service.
  • You will receive an email from your current provider to validate and approve the port request. Approving this promptly avoids delays.
  • Porting timelines vary depending on your telephony provider. Your account manager will keep you updated throughout.

QuantumLoop AI manages the porting process with its porting and technology teams. Your main action is to approve the validation email from your current provider when it arrives.

Stage 4: Preparing Your Surgery for EMMA's Arrival

While porting is in progress and configuration is being built, this is the ideal time for your practice to complete the internal preparation steps that will ensure a smooth go-live.

Staff Training All relevant practice staff are required to complete EMMA training before go-live.

  • Training takes approximately 60 minutes to complete
  • It can be done at any time and does not need to be completed in a single session
  • Training is delivered via an online platform
  • Provide your staff list (names and email addresses) so QuantumLoop AI can enrol your team
  • QuantumLoop AI recommends beginning training after porting has been initiated, to make productive use of the waiting period
  • You will receive weekly progress reports so you can track completion across your team

Patient Communications QuantumLoop AI provides a set of patient communications materials to help you prepare your patients before EMMA goes live. These include posters and flyers for your surgery and digital marketing assets for your website and social media.

  • Review the materials as soon as they are shared
  • Plan how and when you will distribute them across your channels
  • QuantumLoop AI recommends communicating with patients at least one week before your go-live date
  • You can also involve your Patient Participation Group (PPG) in patient communications if you wish

Dashboard Access Your dashboard login credentials will be shared by QuantumLoop AI close to the porting acceptance date. Log in and familiarise yourself with the interface before go-live. See: We also recommend uploading a patient list with your patients' caller IDs.

 

Stage 5: Bedding-In and Go-Live

Go-live follows a controlled bedding-in process. EMMA is not switched on fully from the start.

A pre-go-live call is held with your account manager before bedding-in begins to walk you through exactly what to expect.

A typical bedding-in period works as follows:

  • Day 1: EMMA is active in short, controlled windows (typically afternoons). A small proportion of calls are routed to EMMA. Remaining calls continue to reception as normal. The QuantumLoop AI team monitors performance in real time and makes any needed adjustments.
  • Days 2 to 4: EMMA's operating hours are gradually extended each day. More calls are handled as confidence and stability grow.
  • Day 5: EMMA operates for a longer continuous period. Final tuning is completed.
  • Full operation: EMMA moves to full-time operation once you are comfortable. You will receive at least one working day's notice before this happens.

During this time, the QuantumLoop AI team configures EMMA for your practice based on the information in your onboarding form. This includes:

  • Setting up your call flows
  • Integrating EMMA with your consultation system (Accurx, eConsult, Anima, or AskMyGP)
  • Configuring operating hours and any practice-specific requirements
  • Setting up SOFIA for SMS follow-up
  • Setting up NINA on your website (if applicable)

Most practices move to full-time operation within 5 days of starting bedding-in.

Post-Go-Live Support

Once live, the following support schedule is in place:

  • Month 1: Weekly check-in calls with your account manager to monitor performance and address any issues
  • Months 2 and 3: Monthly check-in calls
  • Ongoing: Ad hoc support is available at any time via email or by contacting your account manager

You can contact the support team at any point at support@quantumloopai.com.

Step-by-Step Instructions

Your practice actions in order during onboarding:

  1. Book and attend your welcome call with your account manager.
  2. Gather the information you will need for the onboarding form before sitting down to complete it.
  3. Complete the onboarding form in a single session (allow 20 to 30 minutes).
  4. Complete the CLOA form (allow 15 minutes).
  5. When you receive an email from your current telephony provider asking you to validate the port request, approve it promptly.
  6. Prepare your surgery for EMMA's arrival. While porting and configuration are in progress, complete the following:
    • Provide your staff list (names and email addresses) so QuantumLoop AI can enrol your team in training
    • Ensure all relevant staff complete their training (approximately 60 minutes, completed flexibly online)
    • Log in to the dashboard using the credentials shared by QuantumLoop AI and familiarise yourself with the interface
    • Review and plan distribution of your patient communications materials. QuantumLoop AI recommends communicating with patients at least one week before go-live
  7. Attend your pre-go-live call with your account manager.
  8. Confirm your preferred bedding-in start date.

Troubleshooting

We have not heard from anyone since signing our contract. Your customer success manager will be in touch to book a welcome call shortly after sign-up. If you have not received contact within a few working days, email support@quantumloopai.com.

We are stuck waiting on porting and do not know what is happening. Porting timelines depend on your current telephony provider and can vary. Your account manager will keep you updated. If you are concerned about a delay, contact your account manager directly or email support@quantumloopai.com.

We have not been able to complete training yet and our go-live date is approaching. Training can still be completed up to the bedding-in start date. Go-live dates are flexible if needed. Speak to your account manager to adjust the timeline.

We are not ready to go live on the proposed date. That is fine. Go-live dates can be moved. Contact your account manager as early as possible to agree a revised date.

FAQs

How long does onboarding take from start to go-live? The timeline varies depending on your telephony provider's porting process, which is the main variable. Your account manager will give you a timeline specific to your situation once porting is initiated.

Do we need to complete every stage in the order listed? Not strictly. However, some stages have dependencies. For example, configuration cannot be completed without the onboarding form, and bedding-in cannot begin until porting is complete. Your account manager will manage the sequencing.

How much time will onboarding take from our practice? Your practice is only actively involved at specific points. The welcome call, completing the two forms, approving the port validation email, providing your staff list, completing training, and reviewing patient communications materials account for the majority of time required from your team.

Can we pause onboarding if something comes up internally? Yes. Onboarding can be paused at any stage. Contact your account manager and they will manage this for you.

Will we be charged during onboarding? No. Charges begin only after your practice goes live. There are no charges during any part of the onboarding period.

What happens if our main phone number is down during porting? Your patients keep the same number throughout. Once porting is complete and before EMMA goes live, calls automatically forward to your substitute number. There is no gap in service.