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You can connect a practice management system or EHR that is not in the app store, as long as it can be reached over the internet. A custom action lets your agent check openings and book during the call, and a webhook sends each call’s details to your system afterwards. Both need a developer.

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What it is

Connecting a practice system that Brilo does not list means your own developer tells Brilo where your system lives and what to send it. Brilo has no built in connection of its own for CharmHealth, TherapyNotes or Orthotrac, so unless a search of the app store finds yours, this is the route. Two pieces do the work:
  • A custom action runs during the call. Your agent can ask your system for open appointment times, read them to the caller, then book the one the caller picks. See Build a custom action.
  • A webhook runs after the call. Brilo sends the summary, the written record and the details your agent collected to your system, so it can file the call or create a task. See Send data to your systems.

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When you would use it

  • Booking into your own schedule. A dental or orthodontic office wants new patient calls booked straight into the chair schedule the front desk already uses.
  • Checking a patient record mid call. A psychiatry practice wants your agent to confirm an existing patient’s next appointment before answering.
  • Filing every call. A clinic wants each call’s summary attached to the patient’s chart, which a webhook handles without slowing the call down.

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Where each piece goes in your dashboard

Each piece of the setup lives in a different place in your Brilo dashboard, listed here so you know what to open and what to hand your developer.

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What to send your developer

Send your developer these, and they will not need to come back to you:
  1. What should happen, in your words. For example: “when a new patient asks for a cleaning, check our openings for the next two weeks and book the one they choose.”
  2. Your practice system’s developer documentation, or the name of the person at the vendor who can give API access. Your developer cannot build anything without it.
  3. The Brilo developer references: Custom actions for the during the call piece and Post call webhook for the after the call piece.

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Systems that run inside your office

Some practice systems run on a server inside the office rather than in the cloud. Brilo connects over the internet, so it cannot reach an address that only works on your office network or VPN. Your developer or IT provider has to publish the part Brilo calls at a public web address, ideally one starting with https:// so the data is encrypted, for example through a secure tunnel such as Cloudflare Tunnel. That public address is what goes in the API connection step of the custom action, or in the Webhook URL box. Brilo does not install anything in your office.

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Systems customers ask about

Brilo has no built in connection for the systems below. This is the honest answer for each. For everything Brilo connects to without a developer, see Supported integrations.

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What else you can do here

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FAQ

No. The built in Calendar Availability and Book Appointment actions only read from Cal.com, so you do not need Cal.com if you build a custom action instead. A custom action can check openings and book in CharmHealth during the call, if your CharmHealth account gives you API access.
No. Cal.com is one option. Your agent can also book into Google Calendar with no developer, or into your own practice system through a custom action. Cal.com is only required if you want to use the built in Calendar Availability and Book Appointment actions.
In the custom action builder, in the API connection step, as the request address. For sending call details after the call, put it in the Webhook URL box on your agent’s Webhook tab. The tunnel address has to be public. Use one starting with https:// so the data is encrypted.
Not directly. Brilo has no built in TherapyNotes connection. If TherapyNotes gives your account API access, a developer can connect it with a custom action or a webhook. If it does not, your agent can still take the details and pass them to your team by email or by transferring the call.
Your practice system is probably only reachable inside your office network or VPN. Brilo connects over the internet, so the part it calls must have a public address. Ask your IT provider to publish it, for example through a secure tunnel, then test it from the Test response step.
Use a custom action when your agent needs an answer during the call, such as open times or booking. Use a webhook when your practice system only needs a record after the call, such as a summary on the chart. Many practices use both.
Yes, when the system is not in the app store. A custom action or a webhook needs a developer, plus your time testing it on a real call. See Do I need a developer.