Phone providers
Keep the phone system your practice already uses — JustCall, Aircall or VoiceStack — and still get calls on the patient's timeline and callers recognised while the phone rings.
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 connects to JustCall, Aircall and VoiceStack. Each card takes the credentials the provider issues to your practice; nothing is shared between practices, and Smileline never sees your provider login.
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 — for JustCall — the call summary, sentiment and score JustCall's AI produces once it has analysed the recording.
- Callers are recognised while the phone rings. Smileline looks the number up the moment the provider reports an incoming call and creates the lead when nobody matches, exactly like a website enquiry. With Aircall the caller's name also appears inside the Aircall phone; with JustCall it appears on Today.
- Recordings play inside Smileline, fetched from your provider each time you press play; Smileline keeps no copy.
Calling out stays in your provider's app: a call button in Smileline opens a
tel: link, which your computer or phone hands to whichever app owns calls.
Set your provider's app as the default calling app to dial through it.
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 is 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 JustCall
JustCall's API is available on the Team plan and above.
In JustCall, open your profile icon → APIs and Webhooks and copy the API key and API secret. Resetting that pair later invalidates the connection, so reconnect afterwards.
In Smileline, click Connect on the JustCall card, paste the two values and click Connect. Smileline checks them with JustCall before storing anything.
That is all: Smileline registers its own webhook in your JustCall account (you will see it under Webhook Settings as three subscriptions — incoming call, completed call and AI report). Nothing to copy.
The badge reads Connected as soon as the registration succeeds. If JustCall refuses it, the card says so under the badge and the badge reads Webhook registration incomplete — connect again; clicking Connect again repeats the registration. Smileline also re-checks the registration once a day.
Connect Aircall
Aircall's API is available from the Essentials plan up.
In the Aircall dashboard, open Integrations → API keys, click Generate an API key and copy the API ID and API token (the token is shown once).
In Smileline, click Connect on the Aircall card, paste the two values and click Connect. Smileline checks them with Aircall before storing anything.
Smileline registers its own webhook in your Aircall account (visible under Integrations → Webhooks as Smileline). Nothing to copy.
On each computer that dials from Today, set Aircall Workspace as the default calling app: calling from Today opens a tel: link, which the operating system hands to whichever app owns calls.
While the phone rings, Aircall shows a Smileline card in the Aircall phone with the caller's name (or New lead), their number and a link to the record.
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 VoiceStack 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. JustCall and Aircall have no URLs to copy, so those buttons are not shown for them.
What each VoiceStack 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 VoiceStack 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 your provider's users
The People list on the card is what lets a finished call say who took it.
Smileline matches a provider 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 the provider's users and numbers 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 recognising callers and stops importing finished calls. Calls already imported stay exactly as they are. Deliveries that arrive while paused are kept for 30 days as evidence but never imported.
- Disconnected — the same, and the practice is treating the integration as finished. For JustCall and Aircall, Smileline also removes its webhook from your provider account; setting the connection back to Live registers it afresh. Closing the practice removes it the same way.
Neither pausing nor disconnecting removes call history from patient records.
When something cannot be imported
A delivery Smileline could not process — a body it could not read, a signature that no longer verifies because the API key was reset in the provider, a call the provider re-notified more times than Smileline re-reads on its own — is never dropped. It lands in the review queue with View details, Try again, Mark as handled and Delete; reconnecting the provider makes a signature-failed item replay on Try again.
Privacy
Three details are worth knowing:
- Your provider never receives a Smileline patient ID. VoiceStack lookups use an opaque per-connection reference that maps to the patient on Smileline's side and can be revoked without touching the patient. Aircall's caller card carries the caller's name, number and a link to the record that only a signed-in Smileline user can open.
- JustCall stores its data, including recordings and AI transcripts, in the United States; Aircall stores recordings for EMEA accounts in Frankfurt and call metadata in the US. That is the provider's own processing, and your agreement with them governs it.
- 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.