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5-minute read. Originally distributed as the night-before pre-read for the May 4, 2026 training.
Tomorrow at 10:30 AM, immediately after our 90-minute training meeting, Freshdesk goes read-only and AllCare AI Concierge becomes the new home for every request that lands at AllCare. This page answers the questions you’re most likely to have. Bring everything else to the training.

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What’s actually changing

The AI Concierge does the first two steps of any request: it reads what came in, extracts the relevant information, resolves the patient, picks the right pillar (Pharmacy, Clinic, Routing) or flags it as external (lab, imaging, home health, hospice), and surfaces it to a Care Partner. A Care Partner does the last two steps: confirms the dispatch, then follows up until the task is closed and communicates back to the requester. Pillar teams do the work in the middle. Same as today, just from a new screen.
The AI books the restaurant. It does not cook the meal.

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The 13 questions you’re going to ask

1. Where do I log in tomorrow? AllCare URL is in your team’s Slack channel and in the welcome email you got Friday. Your account is already activated. If you can’t log in, post in #ai-concierge-launch immediately. 2. What happens to my Freshdesk inbox? Freshdesk goes read-only at 10:30 AM tomorrow, right after the training meeting ends. Anything historical stays viewable. No new tickets land there. If something comes in at 10:29 AM, it gets handled in Freshdesk that day. Check the war room runbook for cutover specifics. 3. What if I’m in the middle of a Freshdesk ticket at 10:30 AM? Finish it in Freshdesk. The cutover applies to new requests, not in-flight work. 4. The AI picks a pillar I disagree with. What do I do? You’re a Care Partner: click Reject + Reroute on the Pre-Dispatch task. Pick the right pillar. The AI logs the correction and learns from it. You’re a pillar team member: it shouldn’t reach you in the first place because every dispatch goes through a Care Partner. If it does (Care Partner missed it), reach out to a Care Partner via Slack and they’ll reroute. 5. Am I expected to confirm every task, even the obvious ones? Yes. Week 1, every task waits at Pre-Dispatch for a Care Partner click. No thresholds, no exceptions. We unwind this per-pillar after 14 days of stable metrics. This is by design. We’re calibrating the AI on real production data. 6. What about lab orders, imaging, home health, hospice? The AI flags these as external domains. They land in the Care Partner Pre-Dispatch queue. Care Partners route to the appropriate external partner and own follow-up. Pillar teams don’t see these. 7. What if the system breaks? P0 emergencies: page Ramy + Sakr directly. Everything else: post in #ai-concierge-launch. We have a war room running for the first 48 hours with eng on-call. The fallback is documented in the Day-1 War Room Runbook. 8. Will my workflow be slower or faster than Freshdesk? Faster, once the muscle memory is there. Day 1 will feel slower because everything is new. By end of week 1, most people are at parity or ahead. The Care Partner 3-minute review is the target. 9. Can I still see closed Freshdesk tickets from before cutover? Yes, indefinitely. Freshdesk stays available read-only. The historical record is preserved. 10. What about HIPAA? Is this still compliant? Yes. Same compliance level. Audit logging covers every Pre-Dispatch action, every dispatch, every claim, every status change. PHI never appears in AI prompts or logs in raw form. We have BAAs with all vendors. The training tomorrow includes a brief on the audit trail. 11. Who do I escalate to during the day? Three tiers, in order:
  1. Slack: #ai-concierge-launch for anything that isn’t time-critical.
  2. Pillar Champion: Sharl (Pharmacy), Ryan (Clinic), Mina (Routing), Germin or Melinda (Care Partners).
  3. P0 only (patient safety): page Ramy + Sakr direct.
12. What if I have feedback on the AI’s quality? Bring it to the daily 4 PM review for the first 7 days (Care Partners only, but everyone can flag patterns to their Pillar Champion). This is the direct line into prompt fixes and AI training data. 13. I see something wrong but it’s not blocking me. Where do I report it? Click Report Bug anywhere in AllCare. The form auto-fills the URL of the task you’re on, then asks two questions:
  • What happened wrong?
  • What is the expected behavior?
Add patient context if relevant. On submit, the report fires to two places automatically:
  • A post in #concierge-bugs (the dedicated bug-tracking channel)
  • A Linear issue (created and tracked to closure)
Reviewed daily. Use it any time something is not right. Quick guide on which channel to use:
Care Partners: for wrong AI dispatch decisions, use Reject + Reroute or Edit + Approve (those auto-log corrections to the AI training data). Use Report Bug for everything else.

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What to do tomorrow morning

  1. 8:30 AM. Coffee. Open Slack. Watch #ai-concierge-launch.
  2. 9:00 AM. Training meeting starts (90 min, all teams).
  3. 10:30 AM. Training ends. GO call posts. Log into AllCare.
  4. 10:35 AM. Open your role’s printed job aid. Work the queue.
  5. All day. Ask in Slack the moment you’re unsure. Don’t guess.
  6. 4:00 PM. Care Partners: 15-min review with Sakr + Ramy.

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What we expect from you

  • Patience. Day 1 will have hiccups. Tell us about them, don’t work around them.
  • Specificity. When you flag a problem, paste the task ID. “The AI got this one wrong” is hard to fix. “Task ID 7831, wrong pillar, should’ve been routing not pharmacy” is fixable in minutes.
  • Honesty. If something is harder than your old workflow, say so. We will fix it.

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What we promise back

  • Daily readouts at 4 PM for the first week. What we saw, what we fixed, what’s next.
  • Same-day prompt fixes for any pattern you flag 3+ times.
  • No goalpost moving on the HITL exit criteria. The numbers locked in the spec are the numbers we use.
Questions before tomorrow? Drop them in #ai-concierge-launch. We’ll answer in the channel so everyone benefits.