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How to switch on CareApp's Enquiries feature

Updated at March 6th, 2026

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You already have CareApp.
Here's how to get even more out of it.

Does this sound familiar?

Your staff are doing an incredible job — but family questions are coming in from every direction. Phone calls, emails, messages. Each one needs a response, but there's no easy way to track what's been answered, what's still waiting, or who's handling what.

The mental load adds up. Things slip through the cracks.

There's a better way — and you already have it.

“Enquiries”: one place for non-urgent family questions, built into CareApp

Families can send non-urgent questions through CareApp. Your staff manage, respond, and close them out — all in one place.

✅ Shared workload — the whole team can see and action enquiries together
✅ Ticket tracking — nothing gets lost or forgotten
✅ Families feel heard — faster, more consistent responses build trust

Getting started is simple

Step 1: We Switch It On

What you do: Let us know which site/s you'd like to start with, and CareApp will switch on Enquiries for that site.

⏱ Allow up to 24 hours for Enquiries to appear for all users in the app.

Step 2: Your Staff Are Set Up (Day 2)

CareApp sends a ready-made notice directly to staff inside the app, including a training video, help guide, and three test Enquiries to practise with.

✍️ If you would like to edit the Staff Notice, just let us know.

See the Staff Notice

📣 Exciting News — Enquiries is Now Live at [Provider/Site Name]!

Hi Team,

We've just switched on a great new feature in CareApp — Enquiries — and we think you're going to love it.

What is Enquiries?
Enquiries gives families a simple, easy way to send non-urgent questions, feedback, and messages directly through the CareApp. Instead of phone calls or emails that can get lost, everything comes through in one place and your team can respond, track, and manage them all from CareApp.
Think of it as a tidy inbox for family communication. 📬

Where do I find it?
If you are a Site Coordinator or Provider Administrator, log into CareApp and look for the Enquiries tab in your menu. All incoming enquiries from families will appear there, ready for you to action.
Please note: Enquiries is not visible to Team Member accounts

Who should respond?
We recommend that one or two members are assigned as the first responders for Enquiries. Usually an Admin or someone who would normally take family enquiries works best.
If you're unsure who this is, check with your manager.

When will families start using it?
Families will be notified and invited to start using Enquiries in one week's time.
That gives your team a chance to get familiar first.

Next steps:

🎥 Watch the Training Video

We've put together a short training video so you can see exactly how Enquiries works before families go live. Watch it anytime, at your own pace: How to Access & Manage Family Enquiries on CareApp

✅ Try it yourself!

Keep an eye out👀 CareApp will be sending through three test Enquiries so you can practice responding before families go live. Give it a try!

If you have any trouble or questions, don't hesitate to reach out to the friendly team at CareApp at hello@careapp.com.au

Step 3: Families Are Invited (Day 8)

CareApp sends families a notice letting them know Enquiries is live. From that moment, they can start sending questions through the app.

✍️ If you would like to edit the Family Notice, just let us know.

See the Family Notice

A New Way to Get in Touch

We have some lovely news to share — we've just switched on a brand new feature in CareApp called Enquiries, and it's designed just for you.

Enquiries gives you a simple, private way to send us non-urgent questions, feedback, or messages, all from within the CareApp you already use. No more wondering if your email got lost or waiting on hold. Just tap, type, and send — and the team will get back to you.

What can I use it for?
Enquiries is perfect for non urgent questions, things like asking a question about your loved one's care or schedule, sharing feedback or a suggestion, or requesting information about upcoming events and activities. For urgent matters, please continue to call directly.

How do I send an Enquiry?

Just open CareApp and look for the Enquiries button, tap NEW Enquiriy then type and send your message. You can leave the message and youll be notified when a member of the team replys to you.

📖 Need a little help getting started? We've put together a simple step-by-step guide just for you: How to Send an Enquiry on CareApp

If you have any trouble or quesitons, don't hesitate to reach out to the friendly team at CareApp at hello@careapp.com.au

Ready to get started?

Simply let CareApp know that you'd like to enable Enquiries, at one site or across multiple, and we'll take it from there.

Questions? Visit the CareApp Help Centre or get in touch with CareApp at hello@careapp.com.au

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