Connecting your phone system

What it does

When someone rings the clinic, reception and the owner see a card in the corner of Hally: the caller's name and next appointment, with a link to their record, or "Unknown number". When the call ends it's filed on the patient's record, under Calls and in their history, with your phone system's summary, score and recording link if it makes them. Calls from numbers no patient has wait in the Inbox under Calls.

Connecting Invoco

In Settings → Integrations → Phone system, open Connect Invoco and press Make the Invoco address. Copy the address (it's shown once) and paste it as the webhook URL in the Invoco customer portal, or send it to Invoco support to do for you. Ring the clinic from a mobile to check: the card appears within a few seconds and the Phone system card says when the last call came in.

For summaries and scores, switch on call recording and AI transcription in Invoco. They arrive a few minutes after a call ends. The recording itself stays in Invoco: the link opens it there, for anyone signed in to your Invoco portal.

Another phone system

Most cloud phone systems (or a Zapier or Make step) can send a web request when a call starts and ends. Open Connect another phone system, make a key, and send whoever sets it up the details link. Numbers can be written any way: they're matched on their digits.

Unknown numbers

In the Inbox under Calls, call the person back, then Add to a patient's record (search for them; their other calls from that number go across too) or Mark as dealt with. If several patients share a number (a parent and their children), the card names them all, and the call is filed on the parent's record.

Data protection

Call recordings and summaries are health information. Tell callers their calls are recorded (your phone system's greeting usually does), and add your phone system to your privacy notice and DPIA: it's your own supplier. Summaries and recording links are stored encrypted, and every time someone sees one it's in the access log. The transcript isn't kept here.

Turning it off

Revoke the phone system's key under API keys. Calls already filed stay on the records.