When you send a message through Caily it goes directly to your loved one's care team — not a call center or automated system. Real staff members who know your loved one will see and respond to your messages.
Who sees your messages:
Your loved one's community determines which staff members have access to family messages. Depending on how your community has set up Caily, your message may be received by:
A care team group — a shared inbox where any available staff member on shift can see and respond, ensuring your message is never missed because one person is unavailable
A specific staff member — such as a Director of Nursing, site champion, or designated care coordinator
A combination of both — routine questions handled by the care team group, with sensitive matters routed to a specific person
Why you might hear from different staff members:
It's normal to receive responses from different staff members depending on who is on shift when you send your message. This is by design — it ensures you always get a timely response rather than waiting for one specific person to be available.
What if I want to reach a specific person?
If you have a question or concern that needs to go to a specific staff member — such as the Director of Nursing or a care coordinator — mention that in your message and the team will route it appropriately.
