# CareFlow Setter Staff Training Manual

## Staff Dashboard

Open the staff dashboard:

`careflowsetter-staff-dashboard.html`

## Purpose

This manual teaches staff how to use CareFlow Setter during daily operations.

CareFlow Setter helps health and wellness businesses respond to leads, qualify prospects, follow up, and book appointments. Staff are responsible for reviewing the AI activity, handling leads that need a human, and making sure every qualified lead gets a clear next step.

Some clients may also use CareFlow Social Growth Engine. That add-on creates content ideas, captions, video scripts, and nurture prompts that send interested prospects into the same CareFlow lead pipeline.

## Staff Role

Your job is to:

- Check new leads
- Review call summaries
- Move leads to the correct pipeline stage
- Follow up with qualified leads
- Check Social Growth replies or content-generated inquiries when active
- Handle human handoff alerts
- Escalate medical, billing, insurance, urgent, or complaint-related issues
- Report any AI mistakes or unclear conversations

Your job is not to:

- Give medical advice
- Diagnose symptoms
- Recommend treatment
- Promise insurance coverage
- Ignore urgent issues
- Leave qualified leads without follow-up

## Daily Login Checklist

At the start of each shift:

1. Open the CareFlow Setter dashboard.
2. Open the CRM or GHL pipeline.
3. Check the notification email.
4. Check new Retell call summaries.
5. Review all new leads.
6. Check Social Growth replies, comments, DMs, or campaign inquiries if the client uses the add-on.
7. Look for human handoff alerts.
8. Move each lead to the correct stage.

## Pipeline Stages

Use these stages:

### New CareFlow Lead

Use this when a lead is new and has not been reviewed.

Staff action:

- Read the summary
- Check the lead details
- Decide if the lead is qualified, needs follow-up, or needs human review

### Qualified

Use this when the lead has a real need, fits the business, and may be ready for an appointment.

Staff action:

- Follow up quickly
- Offer the next available step
- Move to booked if an appointment is confirmed

### Strategy Call Booked

Use this when the lead has booked an appointment or strategy call.

Staff action:

- Confirm date and time
- Make sure contact details are correct
- Add notes for the appointment owner

### Needs Human Follow-Up

Use this when the AI flagged the conversation for staff.

Staff action:

- Review immediately
- Contact the lead if needed
- Escalate to the correct person

### Not A Fit

Use this when the lead is not a match.

Staff action:

- Add a short note explaining why
- Close the loop politely if needed

## How To Review A Call Summary

For each call summary, check:

- Caller name
- Phone number
- Email
- Business type
- Service interest
- Lead source
- Social Growth tag, if the lead came from content
- Main pain point
- Timeline
- Appointment interest
- Human handoff flag
- Call outcome

Then ask:

- Is this lead qualified?
- Did they ask for a human?
- Did they ask a medical, billing, insurance, or urgent question?
- Did they want to book?
- What should happen next?

## Social Growth Staff Workflow

Use this workflow only for clients with CareFlow Social Growth Engine active.

1. Check replies, comments, DMs, email replies, or SMS replies created by the monthly content campaign.
2. Tag the lead as `social-growth` or `content-lead`.
3. Identify the post, theme, or offer that created the inquiry.
4. Move interested prospects into the normal CareFlow pipeline.
5. Use the approved follow-up prompt, then push toward the next appointment step.
6. Escalate any medical, billing, insurance, urgent, complaint, or clinical question to a human.
7. Add the strongest content theme to the weekly notes.

Staff should not invent medical claims, guarantee outcomes, or post unapproved clinical content.

## Human Handoff Rules

Move a lead to **Needs Human Follow-Up** when the caller:

- Asks for medical advice
- Describes urgent symptoms
- Asks about diagnosis or treatment safety
- Asks about insurance verification
- Has a billing question
- Has a complaint
- Asks for a specific provider
- Seems upset or confused
- Is ready to book a high-value appointment
- Needs something the AI cannot answer safely

## Medical Safety Rules

Staff must not use CareFlow Setter to give medical advice.

If a lead asks a medical question, use this:

> That question is best handled by the provider or care team. I can help get your information to the right person.

If a lead mentions urgent symptoms, use this:

> If this is urgent or you feel you may need immediate care, please contact emergency services or your provider directly. I can also help route your message to the team.

## Follow-Up Scripts

### Qualified Lead

> Hi [Name], this is the CareFlow Setter team. I saw you were interested in [service/goal]. Would you like help booking the next available appointment or strategy call?

### Missed Call

> Hi [Name], we saw that we missed your call. What were you hoping to get help with today?

### No-Show

> Hi [Name], looks like we missed each other. Would you like help finding another time?

### Old Lead

> Hi [Name], just checking back in. Are you still interested in help with [service/goal], or should we close this out for now?

### Social Growth Reply

> Hi [Name], thanks for reaching out about [post/service]. Would you like help finding the right next step or booking a quick appointment?

### Social Growth Soft CTA

> Happy to help. What were you hoping to improve or book help with?

### Human Handoff

> Hi [Name], I reviewed your message and want to make sure the right person helps you. I’m routing this to the team now.

## What To Do If The AI Makes A Mistake

If CareFlow Setter says something unclear, incorrect, too slow, too long, or unsafe:

1. Save the call or conversation.
2. Add a note explaining what happened.
3. Move the lead to Needs Human Follow-Up if needed.
4. Tell the manager or operator.
5. Do not delete the issue without review.

## Daily Quality Check

Each day, review at least three conversations:

- One qualified lead
- One human handoff
- One lost or not-fit lead

Check:

- Did the AI greet quickly?
- Did the AI ask one question at a time?
- Did the AI avoid medical advice?
- Did the AI move the lead toward a next step?
- Did the AI collect contact details?
- Was the correct pipeline stage used?
- If Social Growth is active, did content replies get tagged and routed correctly?

## End Of Shift Checklist

Before ending your shift:

- No new leads are sitting unreviewed
- All human handoffs are assigned
- Qualified leads have follow-up notes
- Social Growth replies are tagged and routed, if active
- Booked appointments are confirmed
- Not-fit leads have a reason
- AI mistakes are reported
- Urgent items are escalated

## Staff Escalation Guide

Escalate immediately when:

- Medical urgency is mentioned
- Caller is upset
- Caller asks for diagnosis or treatment advice
- Billing or insurance is involved
- Provider-specific request is made
- High-value appointment is ready to book
- You are unsure what to do

## Simple Daily Goal

Every lead should end the day in one of these states:

- Booked
- Followed up
- Assigned to human review
- Marked not fit
- Waiting on a clearly scheduled next step

No qualified lead should be left untouched.

## Support

CareFlow Setter site:

`https://careflowsetter.com`

CareFlow phone:

`(470) 993-4456`

CareFlow email:

`hello@careflowsetter.com`