Why connect Cliniko or Nookal?
Connecting Cliniko or Nookal allows Phone Agent to support appointment and patient workflows using live practice management information.
With a working PMS connection, Phone Agent can support workflows such as checking availability, looking up patients, and handling booking-related requests according to the configured agent behaviour.
Where to connect the PMS
Open Motics Settings > Integrations, then choose Cliniko or Nookal. Follow the setup flow and test the connection.
During Phone Agent creation, the PMS step checks the connection and opens Settings > Integrations in a new tab if setup is needed. For an existing agent, open Phone Agent > Agents, select the agent, then use Overview > Connect Practice Management System to map locations and import services and practitioners.
Location mapping
After connecting a PMS, review location mapping. The agent needs to know which Cliniko businesses or Nookal locations correspond to your clinic locations.
If a location is mapped incorrectly, callers may hear the wrong availability, services, or booking options.
Team and practitioner mapping
Review team members and practitioners. If the agent should book or route requests for a specific practitioner, the practitioner needs to be present and mapped correctly.
What happens if the PMS is disconnected?
If Cliniko or Nookal is disconnected, Phone Agent can still answer general enquiries and collect appointment-request details, but it cannot reliably complete live PMS actions.
In that case, review Phone Agent > Call Logs for requests needing manual follow-up.
Common symptoms of a PMS issue
The agent cannot find patient or appointment information.
The agent collects booking details but does not complete the booking.
Locations, services, or practitioners look incomplete.
Availability is missing or clearly wrong.
The integration test fails in Motics Settings > Integrations.
What to do first
Open Motics Settings > Integrations.
Test the Cliniko or Nookal connection.
Reconnect or re-enter the API key if needed.
Return to the agent setup or agent configuration.
Refresh or review locations, services, practitioners, and workflows.
Place a test call.
When to contact support
Contact Motics support if the integration test succeeds but Phone Agent still cannot use the expected location, service, practitioner, patient, or appointment data.