Documentation

ZyncoAI answers your business phone line with an AI receptionist called Ella. When someone calls your existing number, the call is routed to ZyncoAI, Ella answers instantly, understands what the caller needs in natural conversation, and — depending on your setup — books an appointment directly into your calendar, answers a common question, or takes a message and flags it for your team.

Every call is logged with a transcript in your dashboard, so nothing is a black box: you can always see exactly what was said and what Ella did as a result.

ZyncoAI is built on Pipecat, an open-source real-time voice AI framework, orchestrating four specialist services rather than one general-purpose model trying to do everything:

• Twilio Media Streams carries the call audio in real time — this is also how ZyncoAI answers on your existing business number without you needing any new hardware.
• Deepgram (Nova-2) turns the caller's speech into text, tuned for Australian English so accents and local place names are recognised correctly.
• An LLM reasons over that text — deciding whether to answer a question, check availability, or book an appointment — and calls the relevant tool.
• Cartesia converts the response back into natural-sounding Australian speech, with Deepgram Aura as an automatic fallback voice if Cartesia is ever unavailable.

Every leg of that pipeline is monitored in real time, and the whole system runs across multiple concurrent call workers load-balanced behind the scenes — so Ella keeps answering even if one component has a bad moment, and multiple callers can reach your business at once.

ZyncoAI issues you a dedicated number. To have your existing business number ring through to it, set up call forwarding with your carrier — the exact method depends on the line type, not just the carrier name:

Once forwarding is active, use the "Test my setup" button in Settings → Integrations → Call Routing to place a real test call and confirm it reaches ZyncoAI correctly.

Under Settings → Integrations, you can connect Cliniko, Nookal, Halaxy, Best Practice, Medical Director, Zanda/Power Diary, Mindbody, Core Plus, Pabau, a generic FHIR endpoint, or a generic outbound webhook. Credentials are encrypted at rest and only ever used to keep your data in sync — never shared with a third party. Cliniko is the one system with real two-way appointment sync: Ella checks and books directly against your Cliniko calendar. Every other system here is staff/practitioner roster sync only, not appointment or booking data — Nookal and Halaxy sync live and self-serve today, the rest either need vendor-granted partner access first or are CSV/manual import only.

Every business gets the same core pages — Dashboard (today's activity at a glance), Call History, Bookings, Contacts, and Calendar — plus a few that only appear where they're relevant, not the same fixed set for every plan:

• Analytics, Billing & Subscription, and Financial Dashboard — visible to Owner and Admin roles only.
• Claims — only shown for verticals with insurance or claim tracking (medical, dental, and similar).
• Kitchen — only shown for restaurants, for live phone-order management.

A Doctor-role account sees the same pages scoped to their own patients and schedule — "My Schedule", "My Calendar", "My Calls" — rather than the practice-wide view.

Invite staff from Settings → Staff. Each person gets one of four roles:

• Owner / Admin — full access, including financials and integrations.
• Staff — appointments and patient records, no financial data.
• Doctor — their own schedule and patients only.

Ella checks real-time availability against every appointment already booked through ZyncoAI before offering a slot, so double-booking within ZyncoAI isn't possible. Every booking Ella makes appears instantly in your dashboard and, if you've connected Google Calendar or Microsoft Outlook, in your calendar too. On Cliniko, that check goes further — Ella reads your real Cliniko calendar before offering a time and writes bookings, reschedules, and cancellations straight into it, so a slot your reception staff take directly in Cliniko is never offered twice. Direct sync into other practice-management software is on our roadmap — it isn't live yet for those, so a booking made directly in one of them won't be seen by Ella, and vice versa.

Your monthly invoice is your plan's base price plus any minutes used beyond your included allowance, billed at your plan's overage rate, plus any add-ons as separate line items. Full itemised invoices are available under Settings → Billing, alongside your payment method and billing history.

ZyncoAI is built with the Australian Privacy Act 1988 in mind — patient data handled by the platform stays within the scope you configure, and sensitive fields are encrypted at rest. For Medicare, DVA, and private health billing, ZyncoAI tracks the information you enter but never submits claims directly to Medicare or a health fund on your behalf. AHPRA's guidance on advertising and patient communication applies to how your practice uses ZyncoAI, the same as it would to any receptionist — we recommend reviewing your own obligations with your practice's compliance officer.