CareSmartz360 Launches AI Voice Bot + EVV & Reporting updates

Introduction of Voice Bot for Pending Shift Confirmation

In this release, we’ve introduced a new Voice Bot workflow that helps agencies automatically confirm pending shifts with caregivers.

The Voice Bot now calls caregivers to ask whether they are available for their scheduled shift, captures their “Yes” or “No” response, and updates the system accordingly.

This enhancement ensures smoother communication, reduces manual follow-ups, and helps keep schedules accurate across all portals.

Voice Bot – Pending Shift Confirmation

When a caregiver has a pending shift that requires confirmation, the system will automatically initiate a Voice Bot call based on the timing set in Office Settings.

Office Settings:

Enable Voice Bot → Schedule Confirmation (Caregiver) → Set Confirmation Call Time (Hours before shift)

When the Voice Bot option is enabled, a new setting will appear for the user based on the available use cases.

Currently, only the Pending Shift Confirmation use case is available. Under the time settings, the user can also specify how many hours before the scheduled shift the Voice Bot should call the caregiver.

Additionally, the caregiver’s mobile number must be included in the profile section.

Call Behavior:

• The Voice Bot calls the caregiver before the shift begins (based on the set timing).
• The caregiver can respond “Yes” or “No.”
• Their response is captured and recorded in the system.

Caregiver Response Handling

If the caregiver says “Yes”:

• The shift is marked as Confirmed across all portals.
• The confirmation icon (✅) appears in the Time Tracking view as well as the schedule window.
• A confirmation status entry will be showing the below-mentioned information:

– Caregiver Name

– Date & Time of Confirmation

– Method: Voice Bot

Example Display:
Aman Sharma — 9/26/25 5:54 AM via Voice Bot

If caregiver says “No”:

(Follow-up action is not covered in this release—in this case, the transcript will be available on the agency portal under global logs view).

If caregiver does not respond:

• Voice Bot repeats the question once using the idle message.
• If there is still no response, the call ends politely, mentioning that no response was received from the caregiver side.

Voice Bot Call Script:

Initial Prompt:
“Hello, this is Sarah from CareSmartz360. {Caregiver Name}, are you available for your scheduled shift with {Client Name} starting at {Time}? Please confirm your availability.”

Acknowledgement Message:
“Thank you, I will update this in the system based on your shared input.”

Idle Message (if no response):
“This call is regarding your pending shift confirmation for {Client Name}, starting at {Time}. Please confirm if you’ll be available.”

No Response Ending Message:
“Since no response was received, I am ending the call. Thank you for your time.”

No changes have been made to the current workflow or how confirmation details appear — only the new method “via Voice Bot” has been added.

New Addition: Voice Bot Log in Global Logs (New UI)

• A separate care-log entry is created for each Voice Bot confirmation.
• A new log type called “Voice Bot Log” is now available under Global Logs.

Voice Bot Log – Result Set Columns:

The result set will display:

• Office
• Territory
• Associated Client Name
• Schedule Details
• Caregiver Name
• Voice Bot Call Initiation Time
• Transcript (English – Viewable)
• Shift Confirmation Status (Yes/No)
• Call Answered (Yes/No)

Furthermore, Sorting is also available for easy review.

Transcript View:

When a user selects the transcript option:

• A fly-out pop-up appears (same style as SMS detail views)
• It contains:

– From: Caresmartz – Voice Bot

– Associated Client & Schedule details

– Complete English transcript

– Shift Confirmation Status

– Voice Bot Calling Number from which the call is initiated.

Important Notes:

• Voice Bot confirmation calls will only be triggered for:

– Schedules that require caregiver confirmation, AND

– Agencies that have enabled Voice Bot + Shift Confirmation in Office Settings.

• This release only covers the Pending Shift Confirmation use case.

Please note: Follow-up actions for declined shifts (“No” responses) are not included in this release. In these cases, the transcript will still be available based on the conversation that happened between the bot and the caregiver, and the agency user can review the shift confirmation status column for easier tracking.

Automatic Chronological Sorting for Forms

We have updated the default sorting logic for the Forms listing page to ensure the most relevant information is visible at a glance.

What’s New:

• Default Sort: When navigating to the Forms section on any profile (Client, Caregiver, etc.), the list is now automatically sorted by the Modified By column.
• “Latest First” Logic: The most recently modified forms, including those just submitted and awaiting approval, will now appear at the very top of the list by default.

Impact: Users no longer need to manually adjust filters or sort columns to find recent submissions.

Consistency: All existing filtering and secondary sorting functionalities remain intact, allowing you to still customize your view as needed after the initial load.

In-App Chat

The new In-App Chat feature enables real-time communication between Admins, Office Staff, and Caregivers across the Agency Portal, Caregiver Portal, and Caregiver Mobile App.

• Admins can initiate chats with any Admin, Office Staff, or Caregiver across all offices.
• Office Staff can initiate chat with other Office Staff and Caregivers from the same office.
• Caregivers can message their agency, and any Office Staff or Admin user can reply.

Permissions & Access

A new In-App Chat permission is available under Role Management with three sub-permissions:

• Chat
• Announcement
• Chat Moderation

By default:

• Admin users have Full Access
• Office Staff and Caregiver roles have No Access

Note: Chat Moderation is available to Admin users only.

Users with chat access see a Chat icon that opens a flyout with Chat and Announcements tabs.

Chat

• Supports 1-1 chats and group chats
• Text messages up to 1,000 characters
• File sharing: up to 5 files per message, 5 MB per file
• Supported file previews for common document types and images
• Read receipts supported in real time
• Chats are organized into Unread and Recent sections with per-conversation unread counts

Caregiver Experience

• First-time access shows a “Contact Agency” banner

• Returning caregivers see existing conversations directly

• Caregiver Mobile App:

Group Chat

Group Creation

• Users with Full Access to Chats can create groups
• Group Name is mandatory (max 100 characters)
• Members are selected using filters:

– Entity (Admin, Office Staff, Caregiver)
– Office (for Caregiver/Office Staff)
– Role
– Skill Type (optional)

• Get Members loads matching users
• Entity is shown next to member names (e.g., John Duke (Caregiver))
• Maximum 250 members per group
• Filters are locked after creation; only members can be updated

Member Management

• Admin & Office Staff can:

– Add members in bulk

– Remove members individually (with confirmation)

• Caregivers can only leave groups
• Users without Chat permission cannot be added to a group

Group Notifications

• System messages are generated when:

– Members are added or removed

– Group name is changed

• Notifications are visible to all group members in chat

Announcements

• Users with Full Access to Announcements can create announcements
• Announcements can target:

– All, Admin Users, Office Staff, and/or Caregivers

• Admins can send announcements to selected offices
• Agency users are limited to their own office
• Title is mandatory; Description is optional
• Announcements are grouped under Today and Last 30 Days

– Agency users see only the last 30 days

– Admin users can view older announcements

– Admin users will also have the provision to search announcements using the search bar and the date range.

• Unread announcements are highlighted with a “New” tag
• Displays Recipients, Created By, and Timestamp
• Read-Only users can view announcements; No-Access users cannot see the section

Chat Moderation

• Only Admin users will have access to Chat Moderation and they will see an icon next to the chat icon.

• Users with Chat Moderation can search and view chats of other users.
• Moderators can search users across all roles and offices

• All 1-1 chats, files, group chats, and announcements are visible in read-only mode
• Chats can be exported as .txt files:

– Single chat export

– Bulk export of all chats for a user

• Exports include username, timestamp, and message text (file names only)
• Moderation sessions display a compliance banner and are fully logged
• Navigating away ends the moderation session
• Messages viewed during moderation may be marked as read
• Moderators can view and download attachments, but cannot send messages

Moderation Activity Log

• All moderation sessions are automatically logged
• Captures:

– Session Started By

– Profile Viewed

– Session Start and End Time

• Shows last 7 days by default; up to 30 days available
• Supports search and displays results in a single scrollable view

Notifications

• Web & Mobile notifications alert users of new messages
• Browser notifications include sound and unread indicators
• Mobile users receive push notifications
• Notifications sync across devices when chat is open on multiple screens
• Users can mute notifications via browser or mobile app settings

New UI of Weekly Care Summary

The Weekly Care Summary report is now available with improved access, filtering, and export options. Users can refresh the report, apply or reset collapsible filters from the left panel, and view data with default filters applied on first access.

The report is grouped by Client, with expandable and collapsible rows to view associated caregivers and their weekly work durations. Client and caregiver names are clickable, enabling quick navigation to their respective profiles. Users can view, download, or print individual reports directly from the Actions column.

Flexible download options are supported:

• Download all clients’ reports at once, compiled into a single master folder containing one ZIP per client.
• Download all reports for a specific client as a ZIP directly from the client row.

The display supports weekly date ranges (up to 31 days), service and status-based filtering, role-based staff signature selection, sorting on key columns, and standard pagination consistent with other reports.

New UI of DMAS-90 Weekly Summary

The DMAS-90 Weekly Summary display is now available with enhanced filtering, viewing, and download capabilities. Users can refresh the display, apply or reset collapsible filters, and view data with default filters applied on first access. Reports are grouped by client, with expandable rows showing associated caregivers, quick view options, and individual report downloads.

Users can download DMAS-90 reports at multiple levels:

• All visible clients can be downloaded at once, generating a single master folder containing one ZIP per client, named with the selected date range.
• Per client, all reports for the selected week can be downloaded as a ZIP named with the client’s name and date range.

The display supports weekly date ranges, role-based RN signature selection, client and caregiver status–driven filters, hyperlinks to client and caregiver profiles, and standard pagination with a default of 50 records per page.

EVV updates:

Sandata – Trimming carriage returns in reason code description

We updated the Sandata integration to automatically trim extra spaces and null characters from the Reason Code description. This prevents unintended carriage returns and formatting issues in the payload sent to Sandata.

Impact / Benefit:

• Eliminates errors caused by malformed Reason Code descriptions
• Ensures cleaner, consistent data in Sandata Post Reports for both bulk and single updates

Sandata – Handling exceptions after visit is posted and manually edited

Change:
Improved how Sandata exceptions are handled when a visit has already been posted and the agency performs manual updates (e.g., manual clock-in/out). The system now correctly manages exceptions such as “Visit Without In-Call”, “Visit Without Out-Call”, and “No Show” after posting.

Impact / Benefit:

• Ensures exceptions are applied and resolved correctly even for visits created directly in Approved status
• Reduces scenarios where a “No Show” or similar exception remains incorrectly applied and cannot be fixed once the visit is in the Posted view

Authenticare – Download request/response JSON

Added the ability to download full request and response JSON for Authenticare from the EVV interface.

Impact / Benefit:

• Gives agencies and support teams direct access to Authenticare request/response payloads
• Simplifies troubleshooting and audit of EVV data exchanges with Authenticare