Voice and calling

SmileLine Voice is the practice's phone system, inside the CRM. Calls ring in the browser, land on the patient's timeline, and require no handset, PBX or carrier account of your own — though a number can also ring a physical desk phone directly if you want one.

Open Settings → Voice & calling to provision calling, turn call recording on or off, and see which devices are registered. Managers and owners can open the page; everyone with calling permission can enable calling on their own device.

What is included

Voice is a paid add-on:

• £199/month for GBP practices or $249/month for USD practices, including three concurrent lines and one phone number per line.
• £49/month or $69/month per additional line, up to 30 lines. Each line includes one number.
• £5/month or $7/month per extra number beyond the ones your lines include.
• Unlimited fair-use calls to domestic destinations — there is no per-minute charge and no call meter.
• The Power Dialer is built in: if a practice enables Voice while paying for the standalone Power Dialer add-on, the add-on is removed from the subscription in the same change, so it is never billed twice.

A "line" is one call in progress. Three lines means three people can be on the phone at the same time; a fourth simultaneous call goes to voicemail rather than being turned away.

Enable Voice

Only the practice owner can change billing.

Lowering the line count takes effect on the subscription straight away. Raising it makes the extra capacity available as soon as billing confirms the change, so add lines before the campaign day rather than during it.

Provision calling

On Settings → Voice & calling, the Calling card shows the practice's provisioning state. Calls are carried on a calling platform SmileLine owns and operates — there is no provider account to open and no API key to paste.

A practice that has never provisioned reads Pending. Click Verify & provision: SmileLine checks the calling platform is reachable and marks the practice's calling ready, and the badge then reads Active. Nothing is created at the carrier, so repeating it is safe and never creates anything twice. If the badge reads Error, the message names what failed; click the button again, and get in touch if it keeps failing.

Numbers cannot be ordered or ported while the badge reads Pending or Error, so run this before going to the numbers page. Verifying again later is a connection check, not a repeat of setup.

You still need at least one active phone number before anyone can dial or receive calls. Click Manage numbers, or see Phone numbers.

Call recording

Turn Record calls on to record answered calls for training and dispute resolution. Recordings are stored against the call and follow the practice's retention window.

Only owners and managers can play a recording or read a transcript. People who place calls — coordinators and telesales — cannot.

Enable calling on a device

Each person turns calling on for each device they use, once. It has to be a deliberate click: browsers only allow a page to play call audio and use the microphone in response to a real interaction.

From then on that device rings for inbound calls and can place calls. The Calling devices card on this page lists every registered device for the practice; a manager can revoke one — the next call simply will not ring there.

Removing someone from the practice, or moving them to a role without calling permission, revokes their devices automatically.

Next steps