Connecting CallRail to your Electronic Health Record (EHR) via Nexhealth

NexHealth connects your practice's scheduling system to CallRail, so you can see which marketing campaigns are driving real, booked patients: not just calls. When a patient calls your practice and books an appointment, CallRail automatically matches that call to the confirmed booking in your scheduling system and tags it accordingly. For the first time, you can see attribution data for actual appointments directly in CallRail, without manually reconciling records between two systems.

Connecting your scheduling system to CallRail gives your practice a clearer picture of how your marketing is performing and helps your team work more efficiently:

• Know which marketing books patients, not just drives calls. See confirmed appointments tied back to the campaigns and pages that generated them, without manually reconciling data across systems.
• Reduce manual admin work. Attribution happens automatically after each call: no call tagging and no manual reconciliation between systems.
• Get real-time, up-to-date data. Appointment information syncs directly from your scheduling system, so what you see in CallRail reflects what's actually on your calendar.
• Keep your existing system. The integration works with the scheduling system you already use. Nothing changes about how your staff books or manages appointments.

Coming soon: this integration also lays the foundation for Voice Assist to check availability and book appointments live on a call, directly into your practice calendar.

Before You Begin

Before reaching out to set up this integration, confirm the following:

• You're on a Healthcare Plan with the Premium Healthcare Services add-on, and have a signed Business Associate Agreement (BAA) in place.
• Your practice uses one of the supported scheduling systems listed below.
• The NexHealth application is installed and actively running on a workstation or server at your practice. This is required for appointment data to sync between NexHealth and your scheduling system. If it goes offline, data is held in NexHealth's cloud until it reconnects.
• You have your NexHealth account details available. Your support contact will need your institution's subdomain and location ID to complete setup.

Please note: each practice location requires its own integration setup. If you have multiple locations, let your support contact know so all locations can be configured.

Setup

This integration requires coordination between CallRail and your NexHealth account, so setup is completed with help from our team. It is not self-serve at this time.

1. Confirm that all requirements in the “Before you begin” section are met. If one of these requirements is missing, the integration va Nexhealth will not be possible.
2. Contact your Account Manager or send an email to sales@callrail.com. Include which EHR you want to use and integrate with CallRail. In this step, please also provide your subdomain and location ID.
3. Once we have confirmed your information is correct, our support team will initiate the integration using the details provided. You will be sent a link from Nexhealth via your email to continue the setup on the EHR side.
   1. This link is also available in CallRail by selecting your EHR from the Integrations library.
4. Follow the steps Nexhealth provides.
5. Once the EHR/Nexhealth steps are completed, CallRail will activate your integration and notify you via email.

We'll confirm when your integration is active for each location.

Supported scheduling systems

This integration currently supports the following scheduling systems. NexHealth frequently adds new systems, so this list may grow over time.

Don't see your system listed? Contact our support team. We're continuing to expand coverage.

Data Handling

How appointment attribution works

Once the integration is active, CallRail checks your scheduling system after each inbound call ends. If it finds a patient record with a matching phone number and a new appointment booked during or shortly after that call, CallRail will:

• Tag the call with “EHR - Appointment booked” so it's easy to filter and report on.
• Add a milestone to the caller's timeline showing the confirmed appointment.

This lets you see, at a glance, which calls resulted in real booked patients, and which campaigns, tracking numbers, and landing pages drove those calls.

Please note: attribution is based on the landing page URL. UTM parameters, call IDs, source, and medium are not passed to your scheduling system at this time.

What CallRail sends to your scheduling system

For each matched appointment, CallRail associates the following with the booking record:

• Landing page URL: the page the patient visited before calling.

Privacy and security

This integration is built with healthcare data requirements in mind:

• HIPAA compliance: NexHealth is a HIPAA-compliant platform. A signed BAA is required before this integration can be activated on your CallRail account.
• Limited data sharing: CallRail only sends landing page URL data to NexHealth for attribution purposes. UTM parameters, call IDs, marketing source, and medium are not passed.
• Call data stays in CallRail: call recordings, transcripts, and Conversation Intelligence summaries are never written to your scheduling system.
• Authorized access only: patient information accessed through this integration is limited to what's needed to match a call to a confirmed appointment. Access is controlled through your CallRail account permissions.
• Secure data handling: NexHealth uses cloud-based infrastructure with protections in place against unauthorized access. Patient data held in NexHealth's system is pushed to your local scheduling system only when an appointment is successfully confirmed.

Billing questions

Why do I have an “Attribution Sync” line item on my invoice?

Once your EHR/PMS integration is active, you will see a charge item for “Attribution Sync” on your invoice. Note that your first 5 companies are free of charge. Once you activate a sixth company, you will see a $25 charge for each subsequent company you activate. 

Why do I have a “Scheduling Sync” charge on my invoice?

Pretty soon, calls handled by Voice Assist will also have the ability to attribute appointments directly into your EHR/PMS. The cost per company is $60, so you will see activated accounts reflected on your invoice.

Deactivating the integration

To deactivate your NexHealth integration, contact CallRail support. We'll remove the connection and stop appointment data from syncing. Your call history and any tags already applied will remain in your account.

Troubleshooting questions

What happens if the NexHealth application goes offline?

If the NexHealth application on your local workstation or server goes offline, appointment data is held temporarily and syncs once it reconnects. During an outage, new call matches may be delayed. Contact your NexHealth account contact if you experience extended sync issues.

Can the integration handle multiple patients on the same phone number?

Shared phone numbers, common in family or pediatric practices, may result in ambiguous matches. If you encounter issues with multi-patient phone numbers, contact our support team.

Frequently Asked Questions

Who can use this integration?

This integration is available to customers on a Healthcare Plan with the NexHealth add-on and a signed BAA. If you're not sure whether your account qualifies, contact your Account Manager or support.

Does this work for Voice Assist calls?

Not yet. Appointment attribution currently applies to calls answered by a person at your practice. Attribution for calls handled by Voice Assist will be available in a future release.

What if an appointment is booked after the call ends?

CallRail checks your scheduling system within a short window after the call ends. If a matching appointment is found within that timeframe, it's attributed to the call. Appointments booked well after the call window may not be matched automatically.

Will call recordings or transcripts be shared with my scheduling system?

No. Call recordings, transcripts, and Conversation Intelligence data stay in CallRail and are not written to your scheduling system.