How Do You Activate Integration Credentials?

Set up integration credentials to synchronize between Kickcall and connected services

Written By Maruf Ansari

Last updated 9 days ago

Your AI agent can only book appointments, look up records or create tickets when it is connected to the systems your Business already uses. Integrations is where you activate those connections with valid credentials.

Integrations Overview

The Integrations page connects your Business to third-party platforms, such as EHR, practice management, scheduling, and CRM systems. Integration credentials enable the AI agent to read and write data in the connected platform. Invalid or expired credentials can prevent the agent from accessing the platform and cause sync failures.
This guide helps Business users and Agency team members configure integrations, sync records where supported, and maintain up-to-date data through automatic sync schedules.

Integration Setup: If you are not technically familiar with integrations, or if anything is unclear or you encounter unexpected behavior, please contact your Agency for assistance.

Important notes

Fields differ by integration. The Credentials tab only shows the fields your integration needs.
Wrong values can fail silently. Don't guess credentials. Confirm them with your Agency or the vendor first.
Appointments and open slots are not synced. The agent always fetches them live from the integration during a call, so it sees the latest schedule regardless of when the last sync ran.
Not every integration supports sync. If there's no Sync tab, the integration is action-only: the agent calls the third-party platform live and no records are copied.
The first sync can take a long time on large databases. Run it during non-working hours, ideally started by your Agency so they can monitor it.
Treat credentials like passwords. Share them only through secure channels.

Before you activate an integration

Your Agency has assigned the integration to your Business. Only assigned integrations appear under Integrations.
You have the credentials the third-party platform issues. For example, an API key, an API username and password with a Base URL, an OAuth login, or extra IDs such as a Tenant, Business or Branch ID.
You know which Business location the connection belongs to.

Need the credentials? Each integration has its own process for issuing API keys, OAuth access or required IDs. Contact your Agency for the setup guide for your integration. They can provide the credentials or help you request them from the vendor.

Activate integration credentials

Open Integrations from the Business Portal sidebar and select the integration. It opens on the Credentials tab. If you want to add a new integration click on ‘+ Add Connection‘ in the top right corner.

Click Edit in the top-right of the API Credentials card.

Enter a Friendly Name, select the Location, and enter the credentials your integration requires. For OAuth integrations, sign in to the third-party platform and grant access.

Save your changes at the bottom. When the credentials are validated, the integration becomes active and the Sync tab unlocks (if supported).

Credential Reference

Field	Purpose	Example or limitation
Friendly Name	A label to identify this connection.	Useful when the same integration is connected for several locations.
Location	The Business location this connection belongs to.	—
API Key / OAuth	The credential issued by the third-party platform.	Type depends on the integration.
Username, Password, Base URL	Credentials used by many EHR and practice management systems.	—
Tenant / Business / Branch ID	Extra identifiers some platforms require.	—

Only enter fields required by your integration. Ask your Agency for the provider-specific guide if a value is unclear.

Run the initial sync (if supported)

Open the Sync tab. Click Start Initial Sync.
Wait for the run to finish, then review it in Sync Logs.

Sync: If you are not technically familiar with sync settings, or if you encounter unexpected behavior during a sync or notice unexpected results in Sync Logs, please contact your Agency for assistance.

Understand sync logs

Column or Status	Meaning
Date & Time	When the sync run started.
Duration	How long the run took.
API Hits	Number of calls made to the third-party API.
Total / New / Updated / Failed	Records processed, newly created, changed to match the third-party platform, and not synced.
Success	Every record in the run was processed without errors.
Partial	Some records synced and some failed — usually individual records with missing or invalid fields.
Failed	The whole run failed — typically expired credentials, revoked OAuth access or the third-party API being down.

Expected result

The integration shows as active and the Sync tab is available (if supported).
Sync Logs shows a Success run with a Total close to the number of records in the third-party platform.
The Sync Schedule shows your chosen frequency.

Troubleshooting

Problem or Symptom	Likely Cause	Solution
The integration isn't listed.	Your Agency hasn't assigned it to your Business.	Ask your Agency to assign the integration.
The integration doesn't become active after saving.	Incorrect or incomplete credentials.	Re-check each value with the vendor or your Agency, then save again.
There's no Sync tab.	The integration is action-only, or it isn't active yet.	Confirm the credentials are validated. If it's still missing, the integration doesn't support sync.
Sync Logs shows Failed.	Expired API key, changed password, revoked OAuth access or third-party downtime.	Update the Credentials tab, then click Run Sync Now.
Sync Logs shows Partial.	Individual records have missing or invalid fields in the third-party platform.	Open the row details to see why, fix the records at the source, and sync again.

Recovery

Wrong or expired credentials: click Edit on the Credentials tab, enter the correct values, save, then run Run Sync Now to confirm.
Records synced incorrectly: fix them in the third-party platform and run another sync so Kickcall picks up the changes.
Repeated failures: contact your Agency with the Date & Time of the failed run from Sync Logs.

Frequently Asked Questions

What credentials do I need to activate an integration?

It depends on the integration. The most common are an API Key, an API Username + Password + Base URL, or an OAuth sign-in. Some also need a Business, Tenant or Branch ID. The Credentials tab only shows the fields your integration needs, and your Agency can share the setup guide.

Does sync copy appointments and open slots?

No. The agent always fetches appointments and open slots live from the integration during a call, so it sees your current schedule regardless of the sync schedule.

Why don't I see a Sync tab?

Not every integration supports sync. If the tab is missing after the integration is active, the agent uses the third-party platform live during calls and no records are copied into Kickcall.

My sync keeps failing — what should I check first?

Check the Credentials tab. Expired API keys, changed passwords and revoked OAuth access are the most common causes. Update them and run Run Sync Now. If it still fails, contact your Agency with the failed run's date and time.

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