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Calling Patients

CareLaunch lets you call patients directly from their profile without leaving the platform. When you place a call, you choose how you want to connect — either through a platform-bridged call to your work phone, or by opening your device's dialer. You can save a preferred method as your default, or be prompted to choose each time.

Calling requires a calling integration to be set up by your organization's admin before the feature is available to staff.

What You Can Do​

  • Call any patient from their profile in one click
  • Use your existing work phone — no headset, app, or VoIP setup required
  • See call status in real time — connecting, ringing, and in-progress indicators appear in a floating widget
  • Save your preferred call method so you don't have to choose every time

Part 1 — Admin Setup​

This section is for organization administrators setting up the calling integration. If calling is already enabled for your organization, skip to Part 2.

What You'll Need​

Before you start, have the following ready from your Twilio Console:

ItemWhere to find it
Account SIDTwilio Console home page — starts with AC
Auth TokenTwilio Console home page — click to reveal
Twilio Phone NumberTwilio Console → Phone Numbers → Manage → Active Numbers

Your Twilio account must have an active phone number. This is the number that will appear on the patient's caller ID when they receive a call.

Connecting Twilio​

  1. In CareLaunch, go to Integrations in the main navigation
  2. Find the Twilio card and click Connect
  3. In the dialog that appears, enter:
    • Account SID — your Twilio account identifier (begins with AC)
    • Auth Token — your Twilio authentication token
    • Default Phone Number (optional) — the Twilio number to show on outbound calls, in E.164 format (e.g. +15551234567)
  4. Click Connect

CareLaunch will verify your credentials with Twilio. If the connection succeeds, the Twilio card will show a Connected status.

Credentials are stored securely. Your Account SID and Auth Token are encrypted and stored in AWS Secrets Manager — they are never exposed in the platform after saving.

Disconnecting or Re-Connecting​

To update your Twilio credentials or disconnect the integration:

  1. Go to Integrations
  2. Find the Twilio card
  3. Click Disconnect to remove the integration, or follow the Connect steps above with updated credentials

Part 2 — Staff Setup​

Each person who wants to use the Call from my phone option needs to set their work phone number in their profile. This is the number the platform will ring to connect you to the patient.

Setting Your Work Phone​

  1. Click your name or avatar in the top-right corner of CareLaunch
  2. Go to Profile Settings
  3. Find the Work Phone field and enter your work phone number
  4. Save your changes

This number is stored in your personal profile and is only used for initiating outbound calls from the platform. It is not shared with patients.

No work phone set? The Call from my phone option will be disabled for you until a work phone is saved in your profile settings.

Making a Call​

Once calling is enabled for your organization and your work phone is set, you can call patients directly from their profile.

Step 1 — Open the patient's profile​

Navigate to the patient you want to call and open their detail page.

Step 2 — Click their phone number​

Click on the patient's phone number to open the Call dialog.

Step 3 — Choose your call method​

The dialog shows available calling options:

OptionDescription
Call from my phoneThe platform rings your work phone; when you answer, it connects you to the patient. Requires calling to be enabled for your organization and a work phone set in your profile.
Open in phone appOpens your device's native dialer with the number pre-filled. Useful if you prefer to call from your mobile device or desktop calling app.

Select your preferred option and optionally check Set as my default to skip this choice next time.

Step 4 — Click Call​

Click Call to initiate. What happens next depends on your chosen method:

Call from my phone:

  • Your work phone rings within a few seconds
  • Pick up your phone — you'll hear a short message: "Connecting you now."
  • The patient's phone then rings
  • A floating call widget appears at the bottom-right of your screen while the call is in progress

Open in phone app:

  • Your device's default phone app opens with the patient's number pre-filled
  • Dial from there as you normally would

The Call Widget​

When you use Call from my phone, a small widget appears in the bottom-right corner of the screen showing the call status:

StatusWhat it means
Connecting...The system is setting up the call
Ringing...Your work phone is ringing — pick up to continue
In ProgressYou're connected to the patient; a timer shows call duration
Call EndedThe call has finished

The widget stays visible while you navigate CareLaunch so you can continue working during a call. To dismiss it, click the X in the widget corner.

Troubleshooting​

"Call from my phone" is grayed out​

This option requires two things:

  1. Calling is enabled — your organization admin needs to set this up under Integrations
  2. Your work phone is set — go to Profile Settings and add your work phone number

My phone didn't ring​

  • Check that your work phone number is entered correctly in Profile Settings (include the country code, e.g. +1)
  • Make sure your phone is not on Do Not Disturb or call-forwarding settings that could block the call
  • Contact your admin to confirm calling shows as Connected in Integrations

The patient's phone didn't ring​

  • Confirm the patient's phone number is correct on their profile
  • Check that the patient's number can receive calls (not a VoIP number that rejects calls, or a number with a block on unknown numbers)
  • If the issue persists, contact support

Credentials failed to connect​

  • Double-check that the Account SID starts with AC and is copied in full
  • Make sure the Auth Token was not accidentally truncated
  • Verify your account is active and in good standing in the Twilio Console

Connected Features​

Calling works alongside other communication tools in CareLaunch:

Last updated: April 2026