Handle Inquiries
Capture and resolve member questions asynchronously with careCycle's inquiry queue and callback options.
Inquiries are a special type of escalation within careCycle that allows AI employees to capture member questions that need your support, without requiring that you be available in the moment.
When an inquiry is raised, it is automatically categorized. Example categories include:
- Benefits and coverage
- Providers and prescriptions
- Plan cancellation
- Customer information updates
When you open an inquiry in your inbox, you can easily see all relevant customer and policy information to help you resolve it.
When Inquiries Help
Inquiries are particularly useful for:
- Member questions that are important but not urgent
- Situations where your team doesn't have real-time availability for transfers or appointments
- Quick questions that require a verified human response (e.g., confirming whether a specific provider is in-network)
Resolving an Inquiry
From your unified inbox you have two options:
Type or paraphrase an answer, and dispatch your AI employee to call the member back and deliver it. If the call is missed, you can configure multi-attempt contact cadences using Pulse.
For more complex scenarios where you need to speak with the member directly, you can call them back from your unified inbox. The call is recorded and transcribed for you, your team, and for AI employees to reference in the future.
Set Inquiry Priority
Not every inquiry deserves the same urgency, and you decide the ranking. Open Inquiries > Inquiry Priority to manage a five-tier board:
| Tier | Meaning |
|---|---|
| P1 Urgent | Drop everything |
| P2 High | Same day |
| P3 Medium | Normal queue |
| P4 Low | When you get to it |
| P5 Routine | Housekeeping |
Each tier holds situations: short free-text descriptions of member circumstances (for example, "member says their coverage was cancelled unexpectedly"). The AI reads every call and assigns each inquiry to the most urgent tier whose situation it matches. Drag situations between tiers, add your own with the Add situation button, or leave the board alone to use careCycle's defaults. Reset to defaults clears your custom rubric and keeps you on the built-in one as it improves over time.
Configuration
You can configure which types of member questions get escalated to inquiries in your Cora settings or when creating a campaign.