Integrations Overview

Integration Philosophy

New Odyssey integrates with your existing business systems so the AI agent can:

Check real-time availability
Place orders directly into your POS
Book appointments in your calendar
Update customer records
Pass context to your team

We handle all integration setup and maintenance as part of our managed service.

Telephony & Communication

Supported Phone Systems

SIP trunks (any VoIP provider)
PSTN (traditional phone lines)
Twilio
Genesys Cloud
Nice CXone
Vonage
RingCentral
8×8

How it works: We provide a phone number (or port yours), and you forward calls to it. The AI handles routing, recording, and handoff.

SMS & Email

Send order confirmations via SMS
Email receipts and appointment confirmations
Reminder messages (customizable timing)
Integration with SendGrid, Twilio, or your email provider

Restaurant & QSR

POS Systems

Toast (full integration: orders, menu, inventory)
Square (orders, payments, menu)
Clover (orders, inventory)
Aloha (enterprise, full integration)
Lightspeed (orders, menu)
Revel (orders, inventory)
Upserve (orders, menu)

What we sync:

Current menu & pricing
Item availability (86'd items)
Modifiers & options
Special instructions
Delivery zones & fees
Order history (for repeat customers)

Order flow:

Caller places order via AI
AI creates order in POS
Kitchen receives ticket
Customer gets confirmation SMS
Order appears in dashboard for tracking

Delivery Platforms

DoorDash (for delivery orders)
Uber Eats (order handoff)
Grubhub (order routing)
Or your in-house delivery system

Healthcare & Dental

EHR / Practice Management Systems

Epic (hospital systems, full integration)
Athenahealth (ambulatory practices)
Cerner (hospital systems)
NextGen Healthcare (specialty practices)
eClinicalWorks (primary care)
DrChrono (cloud-based)
Practice Fusion (SMB clinics)
Dentrix (dental-specific)
Eaglesoft (dental)

What we sync:

Provider schedules (real-time availability)
Patient demographics
Insurance information
Appointment history
Recall lists (for reminders)

Appointment flow:

Caller requests appointment
AI checks provider availability
Books in EHR system
Sends confirmation
Creates reminder tasks
Logs in patient chart

HIPAA/GDPR Considerations

PHI handling: Structured data capture (no sensitive info in recordings)
Consent management: Track patient communication preferences
Data residency: UK/EU data centers for compliance
Encryption: All patient data encrypted (transit + at-rest)
Access controls: Role-based permissions for staff

Home Services & Dealerships

CRM Systems

Salesforce (full integration)
HubSpot (contacts, deals, tasks)
Zoho CRM
Pipedrive
Microsoft Dynamics
ServiceTitan (field service)

What we sync:

Lead capture (new callers)
Contact updates (phone, email, address)
Appointment booking
Job details & notes
Follow-up tasks

Lead flow:

New caller requests service
AI captures details
Creates lead in CRM
Assigns to appropriate rep
Sends follow-up task
Caller gets confirmation

Scheduling Systems

Google Calendar
Outlook/Exchange
Calendly
Acuity Scheduling
ScheduleOnce

Multi-Site & Hospitality

Property Management Systems (Hotels)

Opera (Oracle Hospitality)
Maestro PMS
Cloudbeds
RoomRaccoon
Mews

What we sync:

Room availability
Rates & packages
Guest profiles
Reservation status
Special requests

Inventory Systems

Real-time stock (for retail/parts)
Availability (service appointments)
Capacity (seating, rooms)

Integration Process

Phase 1: Discovery

We assess your systems
Request API access (read-only initially)
Test connectivity
Map data fields

Phase 2: Development

Build integration (typically 3-5 days per system)
Test in sandbox environment
Validate data accuracy

Phase 3: Testing

Pilot with real calls
Monitor for errors
Tune data mapping
Staff approval

Phase 4: Production

Enable full integration
Monitor closely
Optimize based on usage

Timeline: 1-2 weeks per integration, often done in parallel.

API Access

For custom integrations or reporting:

Read API

Pull call transcripts
Export analytics data
Retrieve booking/order history

Webhook Events

Call completed
Order placed
Appointment booked
Handoff triggered
Error occurred

Documentation: Provided after account setup.

Security & Access

Authentication

OAuth 2.0 for API integrations
API keys for webhooks
SSO for dashboard access (enterprise plans)

Permissions

View-only: AI reads data (availability, pricing)
Write: AI creates records (orders, appointments)
Update: AI modifies existing records (appointment changes)

You control permissions via your system's admin panel.

Data Flow

Caller speaks to AI
AI queries your systems for availability/info
AI creates/updates records as needed
Systems sync in real-time
Your staff sees updates immediately

Monitoring Integrations

Dashboard View

Integration status: Green (working), Yellow (degraded), Red (down)
Sync lag: How current the data is
Error rate: Failed API calls
Fallback mode: AI behavior when integration is unavailable

Alerts

Email/SMS when integration fails
Automatic fallback to manual mode
Restoration notifications

Common Integration Scenarios

Scenario 1: Restaurant Order

Systems: Toast POS + Twilio

Caller: "I'd like to order for delivery."
AI queries Toast for current menu
Takes order with modifiers
Checks delivery zone in Toast
Creates order in Toast POS
Kitchen prints ticket
SMS confirmation sent via Twilio

Total time: 90 seconds, zero staff involvement.

Scenario 2: Dental Appointment

Systems: Dentrix PMS + Google Calendar

Caller: "I need a cleaning with Dr. Jones."
AI checks Dr. Jones' schedule in Dentrix
Offers 3 available time slots
Books selected slot
Creates appointment in Dentrix
Adds to Google Calendar (synced)
Sends confirmation email

Total time: 2 minutes, front desk available for in-person patients.

Scenario 3: Home Service Call

Systems: HubSpot CRM + Google Calendar

Caller: "I need a plumber for a leak."
AI captures address, issue details
Checks tech availability in Calendar
Books appointment slot
Creates service ticket in HubSpot
Assigns to appropriate tech
Sends confirmation SMS

Total time: 90 seconds, lead captured and qualified.

Troubleshooting

Integration Not Syncing?

Check system status page
Verify API credentials haven't expired
Contact support (we monitor and usually fix before you notice)

Data Mismatch?

Review field mapping in dashboard
Report discrepancy to support
We tune and redeploy (usually within hours)

Need New Integration?

Request via dashboard
We assess feasibility (usually 1-2 business days)
Provide timeline and cost (if custom)
Build and deploy

Custom Integrations

Don't see your system listed? We build custom integrations for:

Proprietary internal systems
Industry-specific software
Legacy systems (via API or database access)
Custom workflows

Process:

Share system details (API docs, database schema)
We provide quote and timeline
Build in sandbox
Test and deploy

Timeline: 2-6 weeks depending on complexity.

Best Practices

1. Start Simple

Begin with 1-2 core integrations (e.g., POS + Calendar). Add more as you see value.

2. Test Thoroughly

Use pilot phase to catch edge cases before full rollout.

3. Monitor Initially

First week: check dashboard daily. After stabilization: weekly reviews.

4. Provide Feedback

The more you tell us about what works/doesn't, the better we tune.

5. Plan for Changes

Menu changes, new services, seasonal offerings—let us know in advance so we can update flows.

Data Privacy & Compliance

All integrations follow:

GDPR/UK GDPR: Data minimization, purpose limitation
PCI DSS (if payment data): DTMF masking, no card numbers in recordings
PECR: Marketing call consent management
Industry-specific: HIPAA (US healthcare), FCA (financial services)

See the healthcare compliance article for a deeper compliance walkthrough: Healthcare AI Phone Agents: Compliance Guide.

Next Steps

Book a demo to see integrations in action
List your systems (we'll confirm compatibility)
Schedule kickoff call to begin discovery

Questions? Our team is here to help.

Related Docs: