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AI Concierge

The AI Concierge is an in-app assistant that helps administrators configure their organization by chatting in plain language. It can look up how the organization is set up, make configuration changes on request, and answer "how do I…" questions by searching the CareLaunch documentation.

The Concierge is off by default. CareLaunch turns it on per organization. After it is on, it appears only for people who have both of these:

  • the Orbital-AI-Users role, and
  • Platform Admin or Organization Admin.

Instance Admins do not get the Concierge, even if they also have Orbital-AI-Users. People who are not in Orbital-AI-Users do not see it, including other administrators.

Where messages go

Concierge messages are sent to OpenAI. CareLaunch has a Business Associate Agreement with OpenAI that covers that processing. See What happens to the conversation.

Enabling the Concierge​

The Concierge is controlled by an organization-level feature (concierge). It is not included in any plan by default.

CareLaunch enables it from the internal admin console (Organizations > organization > Features). Turning the feature off hides the Concierge for that organization.

To request access, contact support@carelaunch.health.

Opening the Concierge​

When the Concierge is enabled and your account has access, a Concierge entry appears in the left navigation.

  • It opens as a small docked window in the corner, which you can resize, or expand to full screen.
  • A switcher bar along the bottom lets you move between recent conversations, start a New chat, and pin the bar so it stays visible.
  • For a newly created organization, the Concierge can open automatically on the home page to walk through initial setup.

You can hold more than one conversation. A new conversation is titled from your first message; a long first message is shortened to about 60 characters. Past conversations can be reopened or deleted from the conversation menu.

Each assistant reply has Helpful and Not helpful buttons. You can add an optional comment when you rate a response. Administrators can also ask the Concierge to file a support request.

What happens to the conversation​

The Concierge calls OpenAI at https://api.openai.com. CareLaunch sends:

  • the message you submit,
  • recent messages in that conversation, and
  • organization details needed to answer (such as the organization name, enabled features, and setup status).

If the assistant takes an action, the information returned by that action is sent as well so it can finish the request. Personal information you include, or that an action returns, goes to OpenAI with the request.

CareLaunch has a Business Associate Agreement with OpenAI covering this processing. Your organization's agreement with CareLaunch still governs the protected health information CareLaunch holds for you. Patient-facing clinical AI features stay off unless CareLaunch has turned them on.

caution

Do not include patient names, birth dates, record numbers, or other protected health information in your messages. Information the Concierge reads when it runs an action is also sent to OpenAI, so ask setup questions rather than questions about a specific patient.

What the Concierge can do​

The Concierge works with your own administrator permissions. By default every change needs your confirmation first (see Confirming changes).

Organization Admins and Platform Admins can ask it to work in these areas:

  • Organization profile — practice name, address, phone, default outgoing email, and timezone.
  • Feature flags — see which features are on, and turn features on or off.
  • Organization settings — system settings such as timezone, date and time format, default language, and notification preferences.
  • Instances — list instances, open one, read its landing page, and update instance settings.
  • Setup — read setup status and walk through the setup checklist.
  • Users — list users, invite someone, and change a user's role.
  • Locations — list, create, and update locations.
  • Message templates — list, open, audit, create, update, and delete templates, and send a test message.
  • Scheduling — read and update scheduling settings.
  • Healthcare services — list, open, create, and update services.
  • Practitioners — list, open, and update practitioner records.
  • Notification types — list them and update one.
  • Automations — list, open, create, and update automations.
  • Campaigns — look up campaigns. Creating, editing, or deleting a campaign is done in Outreach, not by the Concierge.
  • Import maps — list, open, and update saved import maps.
  • Load balancing — read and update provider load-balancing settings.
  • Documentation search — search the help center and cite the articles it used.
  • Support requests — list existing requests and create one.

These actions are limited to Platform Admins:

  • Practitioner roles, including bulk schedule updates.
  • Custom roles (list, create, and update).
  • Launch-practice and billing setup.

If you ask for something the Concierge cannot do, it should say so rather than guess.

Confirming changes​

By default every change requires your explicit confirmation before it is applied. The conversation shows an "Awaiting confirmation" state, and you can confirm or cancel. Nothing is written until you confirm.

CareLaunch can also run the Concierge in read-only mode. It can review configuration and answer questions, but it cannot make changes. The composer shows a "Read-only mode" hint when that is the case.

Limits​

  • Access requires Orbital-AI-Users plus Platform Admin or Organization Admin. Instance Admins and non-admin users do not see it.
  • Each message can be at most 4,000 characters.
  • Daily token allowances reset at midnight UTC. The defaults are 500,000 tokens per user and 2,000,000 tokens per organization. CareLaunch can change those numbers. When an allowance is used up, the Concierge asks you to try again later.
  • Sending many requests in a short time can also be limited. Wait a moment and retry.
  • Answers about how the product works come from the documentation. If the help center does not cover a topic, the Concierge should say so.

Need help? Reach out to us at support@carelaunch.health.