Settings

Channels

Configure every way your agency talks to families and caregivers. Consent gates, quiet hours, and HIPAA disclosure scripts apply across all channels.

VoIPSMSEmailAI VoiceSocial Inbox

VoIP

Inbound and outbound voice calls

Provider
Twilio Programmable Voice (Bandwidth backup)
Main number
(602) 555-0123
Caller ID
Sunrise Home Care
Transfer to live
Press 0 at any time
Forwarding rules
  • Business hours (8 AM to 5 PM): ring desk phones, fall back to AI Voice after 4 rings
  • After hours and weekends: route directly to AI Voice
  • Overflow (all lines busy): AI Voice with priority callback flag
Call recording enabled with a two-party consent disclosure before recording begins.

SMS

A2P 10DLC registered messaging

Provider
Twilio Messaging
Main number
(602) 555-0123
A2P 10DLC Brand
Sunrise Home Care Inc.
Registered 12/15/2024
A2P 10DLC Campaign
Lead nurture
Pending · submitted 5/20/2026
Carriers may filter or block messages from unregistered campaigns. Registration takes two to four weeks. Sequences with SMS steps will queue until your campaign is approved.
Consent template

By providing your phone number, you agree to receive text messages from Sunrise Home Care about your inquiry, care services, and scheduling. Message and data rates may apply. Frequency varies. Reply HELP for help, STOP to opt out at any time.

Quiet hours
9:00 AM to 9:00 PM recipient local time
STOP keyword handling
Automatic · global suppression

Email

Transactional and nurture sends

Provider
Postmark (BAA tier)
Reply-to
hello@sunrisehc.com
Sending domain
mail.sunrisehc.com
SPFDKIMDMARC
Verified 4/12/2025 · last checked 30 min ago
Bounce handling
Hard bounces auto-suppressed · soft retried 3x over 24h
Complaint handling
FBL complaints auto-suppressed · ops alerted

AI Voice

Inbound and outbound autonomous calls

Provider
Vapi on Twilio voice (BAA tier)
Active agent
Sunrise intake v3
Voice model
ElevenLabs Bria · warm professional female
Business hours
Inbound 24/7 · outbound 8 AM to 7 PM local
Greeting script

Hi, this is Riley from Sunrise Home Care. Thanks for calling. Before we get started, this call may be recorded so our team can follow up on your care needs. Can you tell me a little about who you're calling about today?

Qualifying questions
  • What type of care does the recipient need (companion, personal care, skilled, hospice support)?
  • Where does the recipient live (city, ZIP)?
  • How are care costs being paid (private pay, LTC insurance, VA, Medicaid waiver)?
  • What's the timing (urgent, this week, this month, planning ahead)?
  • Who is the decision-maker (caller, spouse, adult child, POA)?
  • What's the best phone and email for follow-up?
  • Is now a good time to schedule a home assessment with an RN?
Transfer rules
Live transfer to intake if caller asks, or if qualified for assessment
Voicemail policy
Drop pre-recorded voicemail on no-answer outbound
Every call opens with the state-appropriate HIPAA disclosure required by your state. See the disclosure script editor under Compliance & BAA.

Social inbox

DMs across social and review platforms

Facebook Page DM
@sunrisehomecareaz
Connected
Instagram DM
@sunrisehomecare
Connected
Google Business Profile messages
Sunrise Home Care · Phoenix
TikTok DM
Not connected
Response templates
  • First touch reply: ask for phone number and best time, route to intake queue
  • After-hours reply: confirm receipt, set expectations for a callback within 12 hours
  • Caregiver applicant reply: send the application link, flag for recruiter review