One message centre
Open the message icon in the top-right of the software to see every WhatsApp, SMS and email thread in one place, filtered by client.
Channels & apps → Twilio
One client. Three channels. No second inbox.
Connect Twilio and WhatsApp to ClinicSoftware and your team can message, text and call clients straight from the client record — with every reply, delivery receipt and call logged against the right appointment.
Rebecca Miles
Filler review · Fri 14:30
WhatsApp · inbound
Hi — can I move Friday to the afternoon?
WhatsApp · reply from the diary
Of course. I can do 14:30 or 16:00 with Dr Aoife. Which suits?
✓✓ Read 14:02
SMS · automated reminder
Your appointment is confirmed for Fri 14:30. Reply STOP to opt out.
✓✓ Delivered 14:03
Voice · outbound from mobile app
Aftercare call · 3m 12s
Logged to client record
WhatsApp
Where clients already talk
Receive and answer WhatsApp messages inside ClinicSoftware. Send photos, aftercare PDFs and approved templates without picking up a second phone.
Two-way SMS
Reminders that can be replied to
Confirmations, reminders and campaigns go out over your Twilio number — and when a client texts back, it lands on their record, not on a handset.
Calling
Dial from the record
Call clients from desktop or the ClinicSoftware mobile app using your clinic number, so your team's personal mobiles stay private.
What the integration gives you
Everything a receptionist does on their phone, done inside the diary
Answer without switching
Reply on the channel the client used, or switch them to another channel mid-conversation if WhatsApp isn't reaching them.
Send images, files and documents
Share before-and-after photos, aftercare sheets, consent forms and price lists directly through WhatsApp.
Pre-approved templates
Use saved WhatsApp templates for confirmations, reminders and rebooking prompts so the wording stays consistent across the team.
Desktop and mobile calling
Place calls from the client record on desktop, or from the ClinicSoftware app when your team is on the floor.
It all stays on the record
Messages and calls are stored against the client and appointment, so anyone picking up the conversation sees the full history.
Before you start
Four things to have open
Setup takes around twenty minutes if you have these ready. You'll be moving between two browser tabs: your Twilio Console and ClinicSoftware.
Not sure whether your Twilio account is set up correctly? Our support team can walk through it with you on a screen share — book a session.
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A Twilio account with a phone number
An active number bought in the Twilio Console, in a country your clinic can send from. Trial accounts can only message verified numbers.
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WhatsApp sender approval
A WhatsApp sender approved through Twilio, linked to a Meta Business account. Approval is handled by Twilio and Meta, not by ClinicSoftware.
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Admin access to ClinicSoftware
You need permission to open Software → Integration. Ask your account owner if the menu isn't visible.
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Your setup package from ClinicSoftware
Support sends a package containing the webhook URL you'll paste into Twilio. Keep it open — you'll need it in Step 2.
Setup · 4 steps
Connect it once, then forget it's there
The whole job is collecting five values from Twilio and saving them in ClinicSoftware. The tray tracks what you've got.
STEP 01
Connect WhatsApp
- In ClinicSoftware, go to Software → Integration.
- Search for WhatsApp.
- Enter your WhatsApp credentials from Twilio.
- Select Save settings.
That's WhatsApp live. Incoming messages will start appearing in the message centre straight away — you don't need to finish the Twilio voice setup first.
STEP 02
Create the TwiML App
A TwiML App is Twilio's way of telling a phone number where to send calls. You're pointing it at ClinicSoftware. The URL you need is in the 1. Create TwiML APP folder of your setup package.
- Log in to your Twilio Console.
- Go to Develop → Voice → TwiML Apps.
- Select Create new TwiML App and give it a name you'll recognise, such as ClinicSoftware Calling.
- Under Voice configuration, paste the URL from the text file in your setup package.
- Save the app.
Copy the TwiML App SID
Saving generates a SID beginning AP. Copy it now — you'll paste it into ClinicSoftware in Step 4.
STEP 03
Attach the app to your number
Instructions are in the 2. Add the TwiML APP to the phone number configuration folder.
- In the Twilio Console, go to Phone Numbers → Manage → Active numbers.
- Select the number your clinic will call from.
- Under Voice configuration, attach the TwiML App you created in Step 2.
- Save.
STEP 04
Collect the credentials and save them
Four values, all found in the Twilio Console. See the 3. Twilio Account SID & API Keys folder if you need the annotated version.
| Value | Where to find it | Looks like |
|---|---|---|
| Calling number | Phone Numbers → Manage → Active numbers. Copy it exactly, including the country prefix. | +15551234567 |
| TwiML App SID | Generated when you saved the app in Step 2. | APxxxxxxxx… |
| Account SID | On the Twilio Console homepage, in the Account Info panel. | ACxxxxxxxx… |
| API Key & Secret | API → Keys → Create API Key. Choose Main as the key type. | SKxxxxxxxx… + secret |
The API Secret is shown once
Twilio displays it only at the moment the key is created. If you close that screen without saving it, delete the key and create a new one — there's no way to retrieve it.
Paste all four values into Software → Integration in ClinicSoftware and save. Place one test call and send one test SMS to your own mobile before you let the team loose on it.
Once it's connected
Where it shows up day to day
Nothing new to learn. The channels appear inside the screens your team already uses.
Calling on the go
Front-of-house isn't always at a desk. Calls placed from the app still show your clinic number and still land on the client record.
iOS & Android appsWorth knowing before you go live
Three rules that catch clinics out
The 24-hour window
Once a client messages you, you can reply freely for 24 hours. After that, WhatsApp only allows pre-approved template messages until the client writes again. This is Meta's rule, not ours — which is why templates matter.
Marketing needs opt-in
Appointment reminders are service messages. Offers and campaigns are marketing, and under UK GDPR and PECR they need recorded consent. Keep that consent on the client record so it's there if anyone asks.
STOP has to work
Twilio handles STOP, UNSUBSCRIBE and similar keywords automatically on SMS. Make sure your marketing lists respect those opt-outs so you don't keep paying to message people who've left.
Troubleshooting
If something isn't working
| What you're seeing | Most likely cause | Fix |
|---|---|---|
| Calls fail immediately | The TwiML App isn't attached to the number, or the voice URL was pasted with a trailing space. | Re-check Step 3, then re-paste the URL from the setup package. |
| Outbound calls show the wrong number | The calling number was saved without its country prefix. | Re-enter it in full E.164 form: +447700900123. |
| WhatsApp messages arrive but replies don't send | You're outside the 24-hour window and sending free text instead of a template. | Send an approved template, or wait for the client to message again. |
| Authentication errors after setup | The API Secret was mistyped, or the key was created as a Standard rather than Main key. | Create a new API key with type Main and save the secret immediately. |
| SMS only reaches some numbers | The Twilio account is still on trial. | Upgrade the Twilio account, or verify each recipient number in the Console. |
| Nothing appears in the message centre | Permissions — the messaging panel is hidden for that role. | Check the user's access control list in the admin area. |
Store your credentials properly
Your Account SID, API Key and Secret give access to your Twilio account and to spend on it. Keep them in a password manager, not in a shared spreadsheet or a WhatsApp group, and rotate the API key if a staff member with access leaves.
Why clinics turn it on
Fewer tabs, fewer missed replies, fuller diary
Save time
No copying numbers between the diary and a phone, and no staff switching between four apps to answer one question.
Win more enquiries
Enquiries that get an answer in minutes book far more often than ones answered tomorrow. Everything lands in one queue, so nothing sits unread.
Fill the diary
Reminders cut no-shows, and rebooking prompts and campaigns go out on the channel each client actually reads.
Keep the record clean
Conversations live on the client record, so cover, handover and audits don't depend on who had the phone that day.
Questions
Common questions about the Twilio integration
Do I need my own Twilio account?
Yes. You bring your own Twilio account and phone number, and ClinicSoftware connects to it. That means the number belongs to your clinic, you see your own usage, and you keep it if you ever move.
What does it cost?
There are two parts: your ClinicSoftware plan, and what Twilio charges you for messages and call minutes at their own per-message and per-minute rates. Twilio bills you directly, so message costs vary by country and channel. Talk to us about which ClinicSoftware edition includes the integration.
Can I use my existing clinic landline?
In most countries you can port an existing number into Twilio, or forward calls to it. Porting takes time and paperwork, so many clinics start with a new Twilio number for outbound messaging and calling, then port later.
How long does WhatsApp approval take?
WhatsApp sender approval runs through Twilio and Meta, and timing depends on how quickly your business verification documents are accepted. It's usually days rather than hours. Message templates are approved separately and are typically quicker.
Will my team see each other's conversations?
Yes, by design — the point is that conversations belong to the clinic, not to an individual's phone. Access is governed by your access control lists, so you can restrict who can view or send on each channel.
Is this GDPR compliant?
Messages sent through the integration are stored against the client record inside your ClinicSoftware account, which is hosted on GDPR-compliant infrastructure. You remain the data controller: you're responsible for having a lawful basis for the messages you send, and for honouring opt-outs. See Cloud GDPR hosting.
Can I send bulk SMS campaigns through this?
Yes — SMS marketing runs on the same connection. Send to segments built from your client data, and keep marketing consent recorded on each client record. See Two-way SMS and Marketing tools.
What if I only want WhatsApp, not calling?
That's fine. Step 1 stands alone — connect WhatsApp and stop there. The TwiML App setup in Steps 2 to 4 is only needed for Twilio calling and SMS.
See it running on your own clinic's data
Twenty minutes with someone who's set this up for hundreds of clinics. We'll show you the message centre, the calling flow, and what your reminders would look like.
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