Platform guide

Account setup

Your Callara account is created during onboarding. Each staff member gets their own login with role-based access. Admins can invite new users, manage locations, and configure AI settings. Staff can access the inbox, send messages, and view patient information.

Import your patient list

Export your patient list from your pharmacy system as a CSV or Excel file and upload it through the Contacts page. The import handles various column formats and deduplicates automatically.

SMS provider configuration

Callara supports multiple SMS providers. During onboarding, we configure your phone number and message routing. Each location can use a different provider, and adding new locations requires no code changes.

Conversations

Every patient text creates a conversation thread. Threads show the full message history, staff assignment, read/unread status, and whether the AI or a staff member responded. Open conversations appear first, closed ones move to the bottom. Staff can reopen any conversation by sending a new message.

Templates and broadcasts

Create reusable message templates with merge fields that resolve at send time. Broadcasts let you send a template to an entire list at once, with delivery tracking and response rates.

Lists and contacts

Organize patients into lists for targeted outreach. Lists can be created manually or generated automatically by the OTC enrichment system. Contacts support custom fields, insurance data, date of birth, language preference, and do-not-text flags.

Staff features

• Assign conversations to specific staff members
• @mention colleagues with internal notes patients never see
• Set reminders to follow up on conversations
• Translate messages in 70 languages, both directions

Patient enrichment

Upload your patient list and Callara identifies which patients have OTC benefits, determines the processing network, and calculates the estimated annual allowance for each patient.

Eligibility verification

Run batch eligibility checks to confirm which patients are still actively enrolled. The system catches plan changes, identifies patients who gained or lost benefits, and updates allowance amounts automatically.

List generation

Generate broadcast lists segmented by network, time window (YTD, last 12 months, last 24 months), and confidence tier. Net-new mode only adds patients who have not been contacted before. Insurance change lists group patients by what changed: gained benefits, switched networks, or lost coverage.

Confidence scoring

How the AI works

When a patient texts your pharmacy number, the AI handles the conversation automatically. It verifies the patient, looks up prescriptions in real time, processes refill requests, answers questions from your knowledge base, and escalates to staff when needed.

AI controls

Admins can enable or disable AI at multiple levels. Staff can pause AI on individual conversations at any time. When AI is off, messages still arrive in the inbox for staff to handle manually.

Staff detection

When a staff member is actively messaging a patient, the AI detects this and stays silent. If the patient later asks about refills or medications, the AI re-engages naturally. Staff receive an internal note when the AI defers.

Escalation

When the AI encounters a question that requires clinical judgment or the patient asks for a person, it hands the conversation to your staff with full context attached. Staff receive a notification and can pick up exactly where the AI left off.

User management

Admins invite staff via email or create accounts with temporary passwords. Each user is assigned to one or more locations. Roles include staff (inbox access) and admin (full settings, user management, AI controls). Super admins can manage multiple organizations from a single account.

Multi-location

Each pharmacy location has its own phone number, SMS provider, AI toggle, contacts, and conversation history. Staff can be assigned to multiple locations. OTC stats and broadcasts are scoped per location. Analytics aggregate across locations for org-level reporting.

Security and compliance

• HIPAA compliant with Business Associate Agreements
• All data encrypted in transit and at rest
• PHI protected in application logs
• Forced password change on first login
• Automatic session timeout for inactive users