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Documentation Index

Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt

Use this file to discover all available pages before exploring further.

Why this matters. PracSuite (by Smartsoft) is the practice management system trusted by larger AU and UK allied-health clinics with multi-location operations. Routiq’s PracSuite integration is built directly against the official v1 REST API and uses the approved partner credentials, so your clinic’s connection is fully supported by Smartsoft.

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What Robyn can do with PracSuite

  • Read patients — recognise returning callers by phone, look up history, capture new-patient records
  • Read availability — pulled from per-practitioner appointment-type configurations across all your locations
  • Book, reschedule, cancel — Robyn writes appointments straight into PracSuite
  • Read practitioners and businesses — for routing decisions and per-practitioner escalations
  • Read appointment history — server-side filterable for fast lookups (q[]=...)
  • Multi-location aware — designed for clinics with multiple businesses under one PracSuite account

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How auth works

PracSuite uses a two-key model that’s different from most other PMSes:
HeaderWhat it isWho provides it
x-api-keyVendor key — identifies Routiq as an approved Smartsoft integration partnerRoutiq (already configured)
a-api-keyAccount key — identifies your clinic and authorises access to your dataYou generate this in PracSuite
You only need to generate the account key. Routiq’s vendor key is managed by us (it doesn’t change unless Smartsoft rotates it).

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Before you start

You’ll need:
  • Administrator access to your PracSuite account
  • The locations and practitioners Robyn should book into

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Setup

1

Generate a PracSuite account API key

  1. Log into PracSuite as an administrator
  2. Go to Settings → API (your menu may differ slightly by PracSuite version)
  3. Click Create API Key
  4. Name it Routiq Integration
  5. Copy the key — store it somewhere safe immediately
The account key gives full access to your clinic data. Treat it like a password. Use a separate key for each integration so you can revoke individually.
2

Connect in Routiq

  1. In Routiq: Setup → Connect PracSuite (or Settings → Integrations → PracSuite)
  2. Paste your account API key
  3. Confirm your practice timezone (used for converting appointment times — PracSuite returns most timestamps in UTC, except app_time which is in tenant-local time)
  4. Click Connect and Sync
Routiq sends a verification request using both keys (vendor + account), confirms the connection, and starts the initial sync.
3

Wait for the initial sync

Sync time depends on database size:
Practice sizeEstimated time
< 500 patients2–3 minutes
500–2,000 patients7–12 minutes
2,000–5,000 patients15–25 minutes
> 5,000 patients25–40 minutes
PracSuite paginates at 50 records per page (max 200). Sync respects rate limits and uses server-side filtering (q[]) where possible to minimise API calls.
4

Verify the connection

Once sync completes:
  1. Go to Patients in Routiq — your PracSuite patient list should appear
  2. Check that locations and practitioners match
  3. Try a test booking from the Test Robyn screen
PracSuite is connected. Robyn can now book, reschedule, and identify patients across all your PracSuite locations.

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What gets synced

Patient data

client_id, name, email, phone, DOB, gender, address, status

Appointment data

Appointment ID, app_time (clinic timezone), practitioner, business, appointment type, status, duration

Practice data

All businesses (locations) under your account, practitioners, appointment types, schedules

Filtering

Server-side q[] filters — fast lookups by phone, DOB, last-modified, date range

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Sync schedule

  • Initial sync on connect — full pull of patients, appointments (last 24 months), practitioners, businesses, appointment types
  • Incremental sync every 15 minutes — uses last_modified filtering to fetch only changed records
  • Daily reconciliation sync at 02:00 in your practice timezone — full re-sync to catch anything incremental missed
PracSuite’s API doesn’t currently support push webhooks, so changes made in PracSuite reach Routiq with up to 15 minutes’ delay (vs. seconds for Cliniko’s webhook-based integration).

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Rate limits and quotas

PracSuite enforces both a per-second rate limit and a daily quota, applied per vendor key (Routiq’s). Routiq stays well under both by:
  • Caching availability lookups for short windows
  • Using last_modified filtering for incremental sync
  • Using q[] server-side filtering instead of client-side pagination scans
If you ever see persistent slow responses, contact us — we can request a quota increase from Smartsoft.

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Troubleshooting

Double-check the account key in PracSuite (Settings → API). If it was recently revoked or rotated, generate a new one and update Routiq via Settings → Integrations → PracSuite → Update API Key.
Your account API key may not have access to that business. Some PracSuite accounts scope keys per business — check the key’s scope in PracSuite settings.
PracSuite returns most timestamps in UTC, except app_time which is in your clinic’s tenant-level timezone. Check that the timezone configured in Routiq matches the timezone in your PracSuite account settings.
Rare — Routiq is rate-limit-aware. If you see this, the daily quota may be temporarily exhausted (e.g. after a bulk import). Wait until the quota resets (next day) or contact us to request a quota increase.
Verify the practitioner and appointment type exist on the location Robyn is booking into. If you’ve recently added a new business or practitioner, trigger a manual sync (Settings → Integrations → PracSuite → Sync Now) so Robyn picks up the new records.

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Managing the integration

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Rotating the account key

  1. Generate a new key in PracSuite
  2. In Routiq: Settings → Integrations → PracSuite → Update API Key
  3. Paste, save
  4. Revoke the old key in PracSuite

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Disconnecting

Disconnecting PracSuite stops Robyn from booking, halts all outbound sequences, and pauses every active recall campaign for this integration.
Settings → Integrations → PracSuite → Disconnect. Patient data is retained for 30 days post-disconnect for compliance and recovery, then deleted.

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Manual resync

Settings → Integrations → PracSuite → Sync Now — useful after a bulk import or reconciling a large data change.

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Next

Set up the calls channel

Forward your clinic line to Robyn and start handling calls.

Turn on lapsed-patient reactivation

Bring dormant PracSuite patients back with multi-touch sequences.