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Calling Patients

CareLaunch can start a call from a patient's phone number. You choose one of two methods:

  • Call from my phone rings your phone first. When you answer, CareLaunch connects you to the patient. This needs Twilio connected for the organization.
  • Open in phone app opens your device dialer with the number filled in.

Set as my default remembers which option is selected the next time this dialog opens. You still confirm the call.

An organization admin connects Twilio before Call from my phone appears. The Twilio Calling card is on Integrations on every plan.

What you can do​

  • Call a patient from their profile.
  • Use the phone you already have. CareLaunch does not place the call in the browser.
  • Save a preferred method so it is pre-selected next time.

Part 1 — Admin setup​

This section is for organization administrators. If Twilio is already connected, skip to Part 2.

What you'll need​

From the Twilio Console:

ItemWhere to find it
Account SIDTwilio Console home page. It starts with AC.
Auth TokenTwilio Console home page. Click to reveal it.
Twilio phone numberTwilio Console → Phone Numbers → Manage → Active Numbers

The Twilio number is what the patient sees as caller ID.

Connect Twilio​

  1. In CareLaunch, open Integrations.
  2. Find the Twilio Calling card and click Connect Twilio.
  3. In Connect Twilio, enter:
    • Account SID
    • Auth Token
    • Default Phone Number (Optional), in E.164 format
  4. Click Connect.

CareLaunch checks the credentials with Twilio. When the check succeeds, the card shows Connected.

Account SID and Auth Token are stored in AWS Secrets Manager. They are not shown again after you save.

Update the caller ID, or disconnect​

On a connected Twilio Calling card, open the ⋮ menu:

  • Update Phone Number changes the Twilio number used for outbound calls.
  • Disconnect removes the integration.

Platform Admins also see View logs in that menu.

If the connection fails, the card shows Error. Open the ⋮ menu, choose View Error, then click Re-enter Credentials.

Part 2 — Staff setup​

Call from my phone rings a number on your user profile. CareLaunch uses Work Phone when it is set, and otherwise uses Phone Number on the same page.

Set your work phone​

  1. Expand the sidebar and click your name at the bottom.
  2. Click Profile.
  3. Under Personal Information, enter Work Phone.
  4. Click Save Changes.

The number is on your user profile and is used to start the call. It is not shown to the patient as caller ID. The Twilio number is.

If neither Work Phone nor Phone Number is set, Call from my phone stays in the list and is disabled, with the hint Set a phone number in profile settings.

Making a call​

Step 1 — Open the patient's chart​

Open the patient you want to call.

Step 2 — Click their phone number​

Click the patient's phone number to open the call dialog.

Step 3 — Choose a method​

OptionWhen it appearsWhat it does
Call from my phoneOnly after Twilio is connectedRings your work phone, or your primary phone if work phone is empty. When you answer, CareLaunch dials the patient.
Open in phone appAlwaysOpens your device dialer with the number filled in.

Check Set as my default if you want this choice pre-selected next time.

Step 4 — Click Call​

Call from my phone

  • CareLaunch shows a confirmation: Call initiated. You will receive a call shortly.
  • Your phone rings. When you answer, you hear "Connecting you now."
  • The patient's phone then rings.

There is no on-screen call timer or call window. The dialog closes after the call is started.

Open in phone app

  • Your device's phone app opens with the patient's number filled in.
  • Place the call from there.

Troubleshooting​

I don't see "Call from my phone"​

Twilio is not connected. An organization admin connects the Twilio Calling card under Integrations. Until then, only Open in phone app is listed. The Twilio option is hidden, not grayed out.

"Call from my phone" is disabled​

Neither Work Phone nor Phone Number is saved on your profile. Open Profile from the sidebar and add one, then click Save Changes.

My phone didn't ring​

  • Confirm Work Phone, or Phone Number if work phone is empty, on your profile. Include the country code.
  • Check that the phone is not blocking the call.
  • Ask an admin to confirm Twilio Calling shows Connected.

The patient's phone didn't ring​

  • Confirm the number on the patient's chart.
  • Some numbers reject unknown callers.
  • If it keeps failing, contact support.

Credentials failed to connect​

  • The Account SID starts with AC and was copied in full.
  • The Auth Token was not cut off.
  • The Twilio account is active in the Twilio Console.

Last updated: October 2026