Phone providers
Keep the phone system your practice already uses and still get calls on the patient's timeline, lead lookups while the phone rings, and assisted power dialing.
Open Settings → Phone providers if your practice wants to keep its existing phone system rather than move to SmileLine Voice. It needs the owner or manager role, and only the practice owner can enter or replace the provider credentials.
SmileLine integrates with VoiceStack today. JustCall and Aircall are not integrated yet — click I want this on either card to register the practice's interest.
What the integration gives you
Once connected:
- Finished calls land on the patient's timeline, with who took the call, how long it lasted, and whatever call analysis your provider produces.
- Callers are recognised while the phone rings: your provider can ask SmileLine who is calling, and create the lead when nobody matches.
- Assisted power dialing works from the Today queue — see Assisted dialing.
- Recordings play inside SmileLine, fetched from your provider each time.
If the practice is on SmileLine Voice, calls already ring and dial inside the CRM, so outside providers cannot be connected: the page says so at the top, Connect and I want this are unavailable, and SmileLine refuses the request even if it is sent another way. A provider connected before the practice moved to Voice keeps working and can still be synced, paused or disconnected here — but it cannot be set back to Live once paused, and its credentials cannot be replaced; if the vendor changes them, disconnect the provider.
Connect VoiceStack
You need the API user VoiceStack issued for your practice.
Click Connect on the VoiceStack card.
Enter the Username and Password, then click Connect. SmileLine checks them with VoiceStack before storing anything, so a typo is refused immediately rather than failing quietly later.
Copy the two URLs SmileLine shows you into your VoiceStack configuration, then click Done.
The two URLs are shown once. SmileLine stores only a hashed copy and genuinely cannot show them again. If you lose one, click New call-webhook URL or New lead-lookup URL to mint a replacement — the old one keeps working for 24 hours so the swap is never a race.
What each URL is for:
- Completed-call webhook URL — VoiceStack tells SmileLine a call finished. SmileLine then fetches the record itself over an authenticated connection, so nothing in that message is taken on trust.
- Lead lookup / create URL — VoiceStack asks who is calling, and creates the lead when nobody matches. Leads created this way go through the same intake as a web form: duplicate detection, journey defaults and the timeline all behave identically.
The status badge reads Waiting for the first call until the first completed call arrives; that record is what tells SmileLine which VoiceStack practice the credentials belong to. It then reads Connected.
Map people to VoiceStack users
The People list on the card is what lets a finished call say who took it.
SmileLine matches a VoiceStack user to a SmileLine member automatically when their email addresses are identical, and marks the row matched by email. Set anyone else by hand from the dropdown.
A choice you make by hand always wins. Later automatic passes never overwrite it, so correcting one mismatch is permanent.
Click Sync now to re-read VoiceStack's sites and users after adding staff there. SmileLine also syncs once a day on its own.
Pause or disconnect
The dropdown on the card controls the connection:
- Live — normal operation.
- Paused — SmileLine stops answering VoiceStack's lookups and stops accepting finished calls. Calls already imported stay exactly as they are.
- Disconnected — the same, and the practice is treating the integration as finished.
Neither pausing nor disconnecting removes call history from patient records.
Privacy
Two details are worth knowing:
- VoiceStack never receives a SmileLine patient ID. Lookups use an opaque per-connection reference that maps to the patient on SmileLine's side and can be revoked without touching the patient.
- Every provider lookup and creation is audited, and appears in Activity log like any other access to patient data.
Next steps
AI outbound calling
Let the AI voice agent ring new enquiries back — assignment rules, the per-lead hand-over, the calling window, attempt limits, and what happens when it gives up.
Notifications
The bell tells you what happened while you were looking somewhere else — and nags when a new lead still hasn't been called.