Care Coordination & Case Management**Purpose**
1.2. Ensure all interactions (calls, SMS, emails, chat, portal messages) are recorded for compliance and coordination.
1.3. Enable instant retrieval, monitoring, and reporting for regulatory, quality, and care continuity purposes.
1.4. Consolidate multichannel communication into the client’s care record automatically.
1.5. Trigger follow-ups or next actions when families/caseworkers send or receive certain messages.
1.6. Reduce administrative burden and risk of missed updates in adult day care support operations.
**Trigger Conditions**
2.2. Phone calls placed/received by caseworkers to/from families.
2.3. Email correspondence exchanged with a family.
2.4. Message sent/received via portal or care management system.
2.5. New chat or secure message via external messengers (WhatsApp, Messenger, Teams, etc.).
2.6. Manual logging by staff via a web form or app.
2.7. Updates to the case in the case management system.
**Platform Variants**
• Feature/Setting: Inbound/Outbound Message Webhook; Configure webhook for each number to send message data (To, From, Body, Timestamp) to processing endpoint.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook; Configure to POST all family email contents, attachments, and senders to API for logging.
3.3. Gmail API
• Feature/Setting: Watch user mailbox for label ‘Family Comms’; Pull matching email threads and extract message metadata and contents.
3.4. Microsoft Graph API (Outlook)
• Feature/Setting: Subscriptions/Delta Queries; Monitor cases’ mailbox for new/replied emails with subject/folder filtering.
3.5. RingCentral
• Feature/Setting: Call Log Webhook; Configure for call event webhooks (call completed, missed); send details for case associating.
3.6. Slack
• Feature/Setting: Event API; Listen to messages in designated family/caseworker channels. Extract messages and user IDs.
3.7. Microsoft Teams
• Feature/Setting: Subscribe to channel messages; log messages in care team or case coordination channels.
3.8. WhatsApp Cloud API
• Feature/Setting: Webhook notification; Capture new inbound/outbound WhatsApp messages involving care cases.
3.9. Facebook Messenger API
• Feature/Setting: Webhook registration on Page; Forward customer (family/caseworker) message events to system.
3.10. CareSmartz360
• Feature/Setting: REST API; Poll or receive comm log events per client/case and merge into master record.
3.11. AlayaCare
• Feature/Setting: API: Events endpoint; Monitor or fetch new communication records associated with adult day care clients.
3.12. Salesforce Health Cloud
• Feature/Setting: Service Cloud API; Listen for new ‘Case Comments/Email Message’ object events for family/caseworker threads.
3.13. Zendesk
• Feature/Setting: Ticket Events Webhook; Forward new comment/communication events for relevant care cases.
3.14. Freshdesk
• Feature/Setting: Webhook on ticket note creation; Capture new notes or email conversations on care accounts.
3.15. HubSpot
• Feature/Setting: Workflow Webhook on deal/ticket communications; Send message/event data for contacts tagged as ‘Family/Case’.
3.16. Intercom
• Feature/Setting: Webhook on conversation.created; Capture all new chat messages on care account profiles.
3.17. Zoho Desk
• Feature/Setting: Notify via Webhook on ticket/comment creation for contacts marked Family/Caseworker.
3.18. Genesys Cloud
• Feature/Setting: Conversation Events API; Capture call/chat/email event details, filtering by family/caseworker tags.
3.19. DocuSign Rooms API
• Feature/Setting: Webhook on Room Activities (notes/messages); Log discussion events related to care plans.
3.20. Google Sheets
• Feature/Setting: AppendRow API call; Log family/caseworker comms as timestamped records for audit trail.
3.21. Monday.com
• Feature/Setting: Integration Webhook; Add update when comm logs are posted in board items for each client.
3.22. Aircall
• Feature/Setting: Call Activity Webhook; Forward call logs for family/caseworker numbers for centralized storage.
3.23. CarePlanner
• Feature/Setting: API Callbacks; Listen for Communication Log activity and forward each entry.
3.24. Formstack
• Feature/Setting: Submission Webhook; Forward manual comm log submission by staff to centralized repository.
**Benefits**
4.2. Automation reduces staff manual entry and improves data accuracy.
4.3. Tracked logs support compliance with care industry regulations.
4.4. Care teams access comprehensive histories to inform care decisions and follow-up.
4.5. Automatic alerts for missed or urgent communications streamline response workflows.