Cliniko

The Cliniko integration links your phone system to your Cliniko practice management. On an inbound call, VoxaLink looks the caller's number up in Cliniko and shows the matching patient's name in the user portal before the call is answered. From there the user can click through to the patient's Cliniko record — appointments and so on — and take notes.

It authenticates with an API key set per extension, so each user creates their own key and enters it in their user portal. Matching is by phone number, so the patient's number has to be on their Cliniko record in the format VoxaLink uses — read Before you connect first.

Before you connect

• A Cliniko account for each user who wants patient pops, with rights to create an API key.
• Patient phone numbers stored in the same format VoxaLink uses. Matching is by phone number — if the formats differ, the lookup finds nothing and no patient pops. Check how a number appears in Call Analytics (Call Analytics) and store Cliniko records the same way.
• A recent platform version — the connector requires one.

Connect Cliniko in VoxaLink

First the admin enables it for the tenant (or a group):

1. Open Admin → CRM Integrations and find Cliniko under Industry Specific.
2. Click Configure and set Apply to — All accounts (tenant-wide), or a single permission group to pilot it with one team first.
3. Click Save.

Each user then creates a Cliniko API key and enters it:

1. In Cliniko, open the user menu (bottom-left) → My Info → API Key, and create a new API key. The name is just a label — call it anything, e.g. VoxaLink.
2. In their VoxaLink user portal, open the Cliniko tab and enter the API key and their Cliniko URL.

What happens on a call

• Inbound — VoxaLink matches the caller's number to a Cliniko patient and pops that patient's name in the user portal before the call is answered.
• During or after the call — the user can click through to the patient's Cliniko record to view appointments and take notes.
• Unknown numbers — there's no automatic record creation; a number with no matching patient simply doesn't pop.

Troubleshooting

• No patient pops — usually a number-format mismatch. Compare the number in Call Analytics (Call Analytics) with how it's stored on the patient's Cliniko record; they must match.
• Nothing happens for a particular user — confirm they've entered a valid API key and the correct Cliniko URL in their user-portal Cliniko tab, and that Cliniko is enabled for their permission group under Apply to.
• The connector isn't available — check the platform is on a recent enough version.