🚀 NDIS Launch Offer: $0 setup for the first 87 providers

Cliniko AI Receptionist Setup: Complete Guide (15 Minutes)

Set up CallCleo's AI receptionist with Cliniko in 15 minutes. Step-by-step guide for NDIS practices. Book appointments automatically 24/7.

Maya Patel Maya Patel
ClinikoAISetupIntegrationNDISAllied Health

Manual booking eating up 10+ hours of your week? We’ve got good news: in just 15 minutes, you can have 24/7 AI booking that works perfectly with Cliniko. (Not sure if AI is right for you? Compare AI vs virtual receptionists to see the difference.)

Here’s the deal: Setting up AI receptionist with Cliniko is actually pretty simple. This guide walks you through every step, including the NDIS stuff that most guides completely skip.

Prerequisites Checklist

What you’ll need before starting:

  • Active Cliniko account (any plan)
  • Cliniko API key access (admin permissions)
  • CallCleo account (free 14-day trial available)
  • List of your NDIS services
  • Practitioner availability details
  • 15 minutes uninterrupted time

Action step: Gather these items before starting. Having everything ready makes setup faster.

Part 1: Cliniko API Setup (5 Minutes)

Step 1: Generate Your Cliniko API Key

Step-by-step:

  1. Log into Cliniko dashboard

    • Go to cliniko.com
    • Log in with your admin credentials

  2. Navigate to Settings → API Keys

    • Click “Settings” in top menu
    • Select “API Keys” from sidebar
    • You’ll see existing API keys (if any)

  3. Click “Generate New API Key”

    • Green button at top of page
    • Click to create new key

  4. Name it “CallCleo Integration”

    • Descriptive name helps identify purpose
    • Makes it easy to revoke later if needed

  5. Copy the key immediately

    • Key is shown only once
    • Copy to secure location
    • Never share publicly

  6. Set permissions

    • Enable “Read” for appointments, patients
    • Enable “Write” for appointments, patients
    • These permissions allow booking

Important: Your API key is basically a password. Keep it secret, keep it safe. CallCleo encrypts everything and we’re SOC 2 Type II compliant, so your data’s locked down tight.

Common issues:

  • Can’t find API Keys menu: Check admin permissions. Only admins can access API keys.
  • API key not working: Ensure read/write permissions enabled. Regenerate if needed.

Do this now: Generate your API key and copy it somewhere safe. You’ll need it in the next step, and trust us—you don’t want to lose it.

Part 2: CallCleo Account Setup (3 Minutes)

Step 2: Connect CallCleo to Cliniko

Step-by-step:

  1. Sign up at callcleo.app

    • Click “Start Free Trial”
    • No credit card required
    • 14-day free trial

  2. Navigate to Integrations → Cliniko

    • Dashboard → Integrations
    • Click “Cliniko” integration
    • You’ll see connection screen

  3. Paste your Cliniko API key

    • Paste the key you copied earlier
    • Key should be long alphanumeric string
    • No spaces needed

  4. Click “Connect”

    • Button at bottom of form
    • Connection process starts
    • Takes 30-60 seconds

  5. Wait for sync confirmation

    • You’ll see “Connected” message
    • Sync progress shown
    • All data synced automatically

What gets synced:

  • âś“ All practitioners
  • âś“ All appointment types
  • âś“ All locations
  • âś“ Business hours
  • âś“ Existing patients (for verification)

Screenshot: You’ll see a success screen showing what was synced.

Action step: Connect CallCleo to Cliniko now. Wait for sync to complete before proceeding.

Part 3: NDIS Service Configuration (5 Minutes)

Step 3: Configure Your NDIS Services

This is the NDIS-specific stuff that most guides completely ignore. We’re not going to skip it.

3a. Service Mapping

Map your Cliniko appointment types to NDIS support categories:

Example mappings:

  • “Initial Physio Assessment” → Therapeutic Supports
  • “Clinical Pilates Session” → Therapeutic Supports
  • “OT Home Assessment” → Capacity Building
  • “Speech Therapy Eval” → Capacity Building
  • “Exercise Physiology” → Therapeutic Supports

How to map:

  1. Go to CallCleo dashboard → Services
  2. Select each appointment type
  3. Choose NDIS support category
  4. Save mapping

Why it matters: NDIS requires correct support categories for compliance. AI needs to know which category each service belongs to.

Action step: Map all your NDIS services. Use NDIS support category guide if unsure.

3b. Pricing Configuration

Set NDIS vs Private pricing:

NDIS rates:

  • Individual sessions: $193.99/hour (NDIS price guide)
  • Group sessions: $193.99/hour per participant
  • Plan-managed: Same rate
  • Self-managed: Same rate

Private rates:

  • Individual: $120-180/hour (your rates)
  • Group: $80-120/person
  • Medicare: Bulk-billed or gap payment

How to configure:

  1. Go to CallCleo dashboard → Pricing
  2. Select each appointment type
  3. Set NDIS rate
  4. Set private rate
  5. Set Medicare rate (if applicable)
  6. Save pricing

Why it matters: AI needs to quote correct pricing. NDIS rates must match price guide. Private rates can vary.

Action step: Set pricing for all services. Ensure NDIS rates match price guide.

3c. Terminology Training

Teach CallCleo NDIS-specific terms:

Common NDIS terms:

  • “Clinical Pilates” = Physiotherapy-based Pilates
  • “Hydrotherapy” = Water-based physiotherapy
  • “ADL training” = Activities of Daily Living
  • “Equipment prescription” = OT assessment
  • “Plan manager” = Third-party plan manager
  • “Support coordinator” = NDIS support coordinator

How to train:

  1. Go to CallCleo dashboard → Training
  2. Add NDIS terminology
  3. Map to correct services
  4. Test understanding

Pro tip: Use the exact same wording from your Cliniko appointment types. CallCleo learns your specific terms, so be consistent.

Action step: Add NDIS terminology. Test AI understanding. Refine as needed.

Screenshot: Service configuration dashboard showing mappings, pricing, and terminology.

Part 4: Practitioner Availability (2 Minutes)

Step 4: Set Up Practitioner Schedules

Auto-sync from Cliniko:

CallCleo automatically reads from Cliniko:

  • âś“ Practitioner working hours
  • âś“ Existing appointments (blocks times)
  • âś“ Leave/unavailable periods
  • âś“ Location-specific availability

No manual setup needed - it syncs automatically from Cliniko.

Manual overrides (optional):

If you need custom rules:

  • After-hours booking rules
  • Buffer times between appointments
  • Maximum daily bookings
  • Emergency slots

How to configure:

  1. Go to CallCleo dashboard → Practitioners
  2. Select practitioner
  3. Review auto-synced schedule
  4. Add overrides if needed
  5. Save settings

NDIS consideration: Many NDIS participants prefer evening appointments. Enable after-hours booking to capture 42% more appointments.

Action step: Review practitioner schedules. Enable after-hours if you want 24/7 booking.

Part 5: Call Flow Customization (3 Minutes)

Step 5: Customize Your Call Flow

Greeting script:

"Hi, you've reached [Practice Name]. I'm Cleo, your AI receptionist. 
I can help you book appointments, answer questions about our NDIS 
services, or transfer you to a team member. How can I help you today?"

Key customizations:

5a. New vs Returning Patients

New patients:

  • Collect name, DOB, phone, email
  • Verify NDIS status
  • Capture plan manager details (if applicable)

Returning patients:

  • Verify with name + DOB only
  • Pull existing details from Cliniko
  • Faster booking process

Action step: Test both flows. Ensure new patient capture is complete. Returning patient flow is fast.

5b. NDIS vs Private Path

How it works:

  • AI asks: “Are you an NDIS participant or private patient?”
  • Routes to appropriate pricing/booking flow
  • Handles plan-managed vs self-managed

NDIS path:

  • Verifies NDIS funding
  • Checks service agreement
  • Captures plan manager details
  • Quotes NDIS rates

Private path:

  • Quotes private rates
  • Handles Medicare if applicable
  • Standard booking flow

Action step: Test NDIS vs private routing. Ensure correct pricing quoted.

5c. Escalation Rules

When to transfer to human:

  • Complex medical questions
  • Complaints
  • Prescription discussions
  • Emergency situations
  • Request for human

How to configure:

  1. Go to CallCleo dashboard → Escalation
  2. Set escalation triggers
  3. Set fallback number
  4. Test escalation

Action step: Set escalation rules. Test escalation works correctly.

5d. After-Hours Handling

Options:

  • Book appointments 24/7
  • Leave urgent messages
  • Emergency protocol
  • Transfer to on-call (if configured)

NDIS consideration: 42% of NDIS bookings happen after-hours. Enable 24/7 booking to capture them.

Action step: Enable 24/7 booking if you want after-hours coverage. Configure emergency protocol.

Screenshot: Call flow builder showing greeting, routing, and escalation.

Part 6: Testing & Go-Live (2 Minutes)

Step 6: Test Before Going Live

Test checklist:

  • Call your practice number
  • Book appointment as new patient
  • Verify appears in Cliniko
  • Check NDIS fields populated
  • Test cancellation flow
  • Test rescheduling
  • Test after-hours booking

Demo test number:

Use CallCleo’s test number to practice without affecting real number. Test all flows before going live.

Go-live checklist:

  • Port/forward main line to CallCleo
  • Update website phone number if needed
  • Notify staff of new system
  • Set up call notifications
  • Configure business hours

Action step: Do full test run. Book appointment yourself. Verify everything works. Then go live.

Advanced Configuration (Optional)

Service Agreement Tracking

How it works:

  • Upload current service agreements
  • Track session limits
  • Alert when approaching limit
  • Ensure compliance

Setup:

  1. Go to CallCleo dashboard → Service Agreements
  2. Upload agreements
  3. Set limits
  4. Enable alerts

Action step: Set up service agreement tracking if you want automated limit monitoring.

Plan Manager Integration

How it works:

  • Capture plan manager details
  • Send booking confirmations to PM
  • Track PM-specific participants
  • Maintain PM database

Setup:

  1. Go to CallCleo dashboard → Plan Managers
  2. Enable PM capture
  3. Configure CC settings
  4. Test PM confirmations

Action step: Set up plan manager integration if you have plan-managed participants.

Multi-Location Handling

How it works:

  • Route calls by location
  • Location-specific greetings
  • Practitioner location assignment
  • Location-based availability

Setup:

  1. Go to CallCleo dashboard → Locations
  2. Configure location routing
  3. Set location-specific settings
  4. Test routing

Action step: Set up multi-location if you have multiple locations.

Reporting

Available reports:

  • Daily booking summaries
  • Missed call reports
  • NDIS vs private ratio
  • Peak call times
  • Practitioner performance

Setup:

  1. Go to CallCleo dashboard → Reports
  2. Configure report schedule
  3. Set email recipients
  4. Review reports

Action step: Set up reporting if you want automated summaries.

Troubleshooting

Issue 1: Appointments Not Syncing

Symptoms:

  • Bookings not appearing in Cliniko
  • Sync errors in dashboard

Solutions:

  • Check API key permissions (read/write enabled)
  • Verify Cliniko connection active
  • Clear cache and reconnect
  • Regenerate API key if needed

Action step: If appointments not syncing, check API key first. Most issues are permission-related.

Issue 2: Wrong Appointment Times

Symptoms:

  • Appointments booked at wrong times
  • Timezone issues

Solutions:

  • Check timezone settings (AEST/AEDT)
  • Verify business hours in Cliniko
  • Update practitioner availability
  • Test timezone conversion

Action step: Verify timezone settings. Australian practices should use AEST/AEDT.

Issue 3: Can’t Find Patient

Symptoms:

  • AI can’t find existing patient
  • Verification fails

Solutions:

  • Check name spelling variations
  • Try DOB search instead
  • Verify patient exists in Cliniko
  • Check patient data format

Action step: If patient not found, check spelling. Try alternative search methods.

Issue 4: NDIS Pricing Wrong

Symptoms:

  • Wrong pricing quoted
  • NDIS vs private confusion

Solutions:

  • Recheck service mapping
  • Update NDIS price guide
  • Verify private vs NDIS flag
  • Test pricing quotes

Action step: Review pricing configuration. Ensure NDIS rates match price guide.

Issue 5: Call Not Transferring

Symptoms:

  • Escalation not working
  • Calls not transferring to staff

Solutions:

  • Check fallback number configured
  • Test during business hours
  • Verify staff availability settings
  • Check escalation rules

Action step: Test escalation. Ensure fallback number works. Verify during business hours.

Support Resources

Available support:

  • Live chat: Mon-Fri 9am-5pm AEST
  • Email: support@callcleo.app
  • Help docs: docs.callcleo.app
  • Emergency: Contact support team

Action step: Use support if you encounter issues. Most setup issues resolved quickly.

Video Tutorial (Embedded)

Watch the complete setup (3-minute video):

[Embedded video showing actual setup process]

Chapters:

  • 0:00 - Introduction
  • 0:30 - Cliniko API key generation
  • 1:15 - CallCleo connection
  • 2:00 - NDIS service mapping
  • 2:45 - Testing the integration

Action step: Watch video for visual guide. Follow along with your own setup.

Conclusion & Next Steps

You’re Now Live with 24/7 AI Appointment Booking

What happens next:

  1. Calls automatically answered 24/7
  2. Appointments booked directly into Cliniko
  3. Patients receive SMS confirmations
  4. You receive booking notifications
  5. Monthly reports on captured revenue

Optimization tips:

  • Week 1: Monitor call transcripts
  • Week 2: Refine greeting script
  • Week 3: Add FAQ responses
  • Month 2: Analyze peak times
  • Month 3: Expand services

CTA: Ready to set up your AI receptionist? Start your free 14-day trial - no credit card required.

Ready to eliminate missed calls and support more participants?

Eliminate missed calls, support more participants, and free your staff from phone admin.

Book a 15-Minute Demo
Maya Patel

Maya Patel

AI and technology enthusiast helping allied health practices embrace automation. Background in healthcare IT and patient experience design.

Related Articles