Connecting Cliniko

On a call, your agent can:

• Check openings for an appointment type — “initial consultation”, “massage” — with any practitioner or the one the caller asks for, and offer the nearest alternatives when a day is full.
• Book the caller in, finding their patient record from their name and date of birth.
• Register a new patient from those same details and book in one step.
• Cancel or reschedule an upcoming appointment, reading the options aloud when the patient has more than one.

Cliniko can’t look patients up by phone number, so the agent asks every caller for their name and date of birth before it books, cancels, or reschedules.

Before you start

• An API key. In Cliniko, open My Info → Manage API keys and add one. A key belongs to the Cliniko user who created it and stops working if that user is archived, so create it while signed in as a dedicated user for Callspace. Treat it like a password: anyone holding it can read patient records through Cliniko’s API.
• Online bookings switched on in Cliniko for the location, the practitioners, and the appointment types your agent should offer. The agent sees the same openings your online booking page does, and nothing else.
• Callspace books through one provider at a time. Disconnect Google Calendar, Calendly, Jobber, or Juvonno first.

Connect it

1. Open Settings → Integrations and choose Configure on the Cliniko tile.
2. Paste your API key and choose Connect Cliniko. Callspace checks the key on the spot, so a bad key fails here.
3. Pick your clinic location from the list Callspace loads. Booking stays off until you choose one, and the agent books everything at that location. A location with online bookings off is marked in the list.
4. Open AI Agent → Booking & Calendar and turn on Enable Phone Booking.

What Cliniko controls

Openings come from Cliniko: practitioner schedules, appointment types, their lengths, and your online booking rules. Times are spoken in the location’s timezone. Two Callspace settings still apply:

• Lead time: the minimum notice before the earliest slot offered.
• Booking window: how many days ahead the agent looks.

The appointment types your agent offers are the ones you allow for online booking. Asked for something else, it reads back the types you do offer.

Who’s responsible for what

• Callspace — the connection: storing your API key encrypted, sending only the data listed below, and logging each patient record it sends in your access log.
• You — choosing Cliniko, your Cliniko account and its terms, the API key, and the data you set the integration to send: the location, which practitioners and appointment types are open to online booking, whether phone booking is on, and whether rebooking is on.

What Callspace sends to Cliniko

• When your agent checks openings — the location, practitioner, appointment type, and dates. No patient details.
• When your agent looks up a patient — the date of birth the caller gave. Callspace matches the name against the results itself.
• When your agent registers a patient — the name, date of birth, and email the caller gave, and the number they’re calling from.
• When your agent books — the patient, practitioner, time, appointment type, and the reason for the visit as your agent summarised it, in the appointment notes.
• When your agent cancels — the cancellation, with the note “Cancelled through Callspace”.
• When your agent reschedules — the new time, practitioner, and appointment type.
• When rebooking is on — requests for recent cancellations and no-shows, and for the patient’s upcoming appointments before a rebooking call.

Call recordings, transcripts, and summaries stay in Callspace.

Test it

1. Call as an existing patient and give your name and date of birth. Book something.
2. Check in Cliniko that the appointment is on the right practitioner’s schedule, at the right location, under the right appointment type.
3. Call again with a name and date of birth Cliniko doesn’t have, and let the agent register you as a new patient.

If the key stops working

When Cliniko rejects the key, Callspace stops offering bookings and the Cliniko screen asks you to reconnect. Create a new key and paste it in.

Disconnecting

On the Cliniko screen, choose Disconnect under Danger zone. Your agent stops booking. Everything in Cliniko stays as it is.