UC AI Voice Assist - Integrations Guide
Table of Contents
Prerequisites Integrations (Gear Icon) Google Calendar Key Benefits How to Enable Google Calendar How Scheduling Works Availability Configuration Troubleshooting Use Cases Outlook Calendar Key Benefits How to Enable Outlook Calendar How Scheduling Works Availability Configuration Troubleshooting Key Benefits How to Enable ModMed Use Cases Twilio SMS Key Benefits How to Enable Twilio SMS Twilio Subaccount SID and Token SMS Configuration Troubleshooting Use CasesPrerequisites
- UC AI Voice Assist must be enabled for your domain per your. Additional fees may apply.
- Not all integrations will be available. Please confirm the availability of the Integration once you have UC AI Voice Assist enabled for your domain.
- A user with Reseller scope or higher is required to manage and configure UC AI Voice Assist.
- Once enabled, the UC AI Voice Assist icon will appear in the main toolbar in the portal.
- Integrations provide connectivity to existing third party apps they require third party accounts such as Outlook.
- Please contact support for Twilio connectivity.
UC AI Voice Assist integrations extend your AI phone agent beyond the phone call. Connect to calendar systems, electronic health records, your website, external data platforms, and custom email delivery to build a fully automated and branded experience for every caller.
Review: Editing an Agent if you need a quick refresher on how to navigate or clarification on Attached vs. Detached Mode.
Integrations (Gear Icon)
The Integrations view shows available third-party integrations that can be connected to the agent. Click on the gear icon to launch the integrations modal.
Integrations (integrations are subject to change) :
- Google Calendar: Connect your Google account to manage your calendar
- Outlook Calendar: Connect your Outlook account to manage your calendar
- ModMed: Connect to ModMed EHR for patient scheduling and management
- Model Context Protocol: Connect to external MCP servers for extended capabilities
- Twillio SMS: The tool requires a Subaccount SID and Token. A Twilio Subaccount SID is a unique 34-character identifier for a specific subaccount, and the Auth Token serves as its password for API authentication. Both are found in the Twilio Console.
Click on any integration to configure it.
Select the integration icon for the Agent that you are working with
| Integration | Category | What It Does |
| Google Calendar | Calendar | Real-time availability checking and automatic event creation for appointment scheduling |
| Outlook Calendar | Calendar | Same scheduling and conflict-checking capabilities as Google Calendar, for Microsoft 365 organizations |
| ModMed | Medical / EHR | Patient scheduling and practice management through the ModMed electronic health record system |
| Web Embed | Website / Connectivity | Embed your AI agent directly on any website as an inline bar, full playground, or popup widget |
| Model Context Protocol (MCP) | Automation / Extensibility | Connect your agent to external MCP servers for live access to CRM, ERP, scheduling, and other platform data |
| Twilllo SMS | SMS | Connect your Twillo accout to send SMS from this agent. |
Once the integration is configured, its icon will appear in the Integration column on the line for your agent.
| ℹ️ Per-agent integrations are configured in the portal via the UC AI Voice Assist tab by selecting the Gear Icon on the same line as the agent you are working with. |
Google Calendar
The Google Calendar integration connects your UC AI Voice Assist phone agent to your Google Calendar for real-time availability checking and automatic appointment creation. When a caller wants to book an appointment, the agent checks your calendar for free slots, offers available times, and creates the event directly -- all without any manual coordination.
Key Benefits
| Benefit | Description |
| Conflict Avoidance | The agent checks your Google Calendar in real time before offering any time slots, preventing double bookings automatically |
| Automatic Event Creation | Once a time is agreed upon, the agent creates the calendar event with full meeting details for you and any shared users |
| Personal and Shared Calendars | Your agent can connect to a personal calendar or a team calendar shared within your organization |
| Single Calendar per Agent | Each agent connects to one Google Calendar at a time, which can be changed at any time |
How to Enable Google Calendar
1 |
Open Agent Integrations In the Portal navigate to the UC AI Voice Assist tab, select the Gear Icon beside the agent that you want to work with. |
2 |
Select Google Calendar Find Google Calendar in the integrations list and click the tile to connect. |
3 |
Authenticate with Google Follow the prompts to sign in with your Google account and grant the agent permission to access your calendar. |
4 |
Choose Your Calendar Select the specific Google Calendar the agent will use for scheduling and conflict checking. This can be your personal calendar or a shared team calendar. |
5 |
Set Preferences Configure what types of events can be scheduled and confirm that conflict checking is active for the selected calendar. |
How Scheduling Works
When a caller requests an appointment, the agent follows these steps automatically:
- Check for conflicts: The agent accesses your Google Calendar and identifies only the time slots that are free
- Offer available times: Based on your availability settings, the agent proposes suitable times to the caller
- Create the event: Once a time is agreed upon, the agent creates a calendar event with the full meeting details
- Customize event details: In the Schedule Function settings, you can define what information goes into the event title and description
Availability Configuration
You can control when the agent can book appointments by including availability rules directly in your agent prompt. The agent will apply these rules, along with your calendar data, to determine valid booking windows.
| Example availability instruction in your agent prompt: |
| "Appointments can be scheduled Monday through Friday, 9:00 AM to 5:00 PM. |
| Each appointment should be 30 minutes long, scheduled at the :00 or :30 |
| mark of each hour. If the requested time is unavailable, suggest the next |
| available slot to the caller." |
Troubleshooting
| Issue | Solution |
| Events not appearing on calendar | Confirm that UC AI Assist has been granted access to the correct Google Calendar and that permissions are up to date |
| Conflicts not being detected | Verify the correct calendar is selected for conflict checking and that your availability settings reflect your actual schedule |
| Calendar sync delays | Google Calendar syncs in real time, but occasional delays can occur. Try refreshing your calendar or checking your internet connection |
Use Cases
| Scenario | How Google Calendar Helps |
| Client consultations | Automatically schedule consultations without double booking, letting the agent handle the entire booking conversation |
| Service appointments | Book salon, repair, or other service visits against your live availability without staff involvement |
| Team coordination | Connect to a shared team calendar to coordinate internal meetings or staff schedules across your organization |
| Follow-up appointments | Automate rebooking for existing clients after a service visit, consultation, or check-in call |
Outlook Calendar
The Outlook Calendar integration brings the same real-time scheduling and conflict-checking capabilities as Google Calendar, built for organizations running Microsoft 365. Your agent checks your Outlook Calendar before offering times, and creates events automatically once a booking is confirmed.
Key Benefits
| Benefit | Description |
| Real-Time Availability | The agent checks your Outlook Calendar before offering any time slots, preventing double bookings |
| Automatic Event Creation | Confirmed appointments are added directly to your Outlook Calendar with full meeting details |
| Microsoft 365 Compatible | Works with personal Outlook calendars and shared calendars within your Microsoft 365 organization |
How to Enable Outlook Calendar
1 |
Open Agent Integrations In the Portal navigate to the UC AI Voice Assist tile, select the Gear Icon beside the agent that you want to work with. |
2 |
Select Outlook Calendar Find Outlook Calendar in the integrations list and click the tile to connect. |
3 |
Sign in with Microsoft Authenticate with your Microsoft account and grant the agent permission to access your Outlook Calendar. |
4 |
Choose Your Calendar Select the specific Outlook Calendar the agent will use for scheduling and conflict checking. |
How Scheduling Works
When a caller requests an appointment, the agent follows these steps:
- Check for conflicts: The agent accesses your Outlook Calendar and identifies available time slots
- Offer available times: The agent proposes suitable times to the caller based on your availability settings
- Create the event: Once a time is confirmed, the agent creates an Outlook Calendar event with the full meeting details
Availability Configuration
Include availability rules in your agent prompt to control when bookings can be made. The agent applies these rules alongside your Outlook Calendar data.
| Example availability instruction in your agent prompt: |
| "Appointments can be scheduled Monday through Friday, 9:00 AM to 5:00 PM. |
| Each appointment should be 30 minutes long. If the requested time is |
| unavailable, offer the next available slot." |
Troubleshooting
| Issue | Solution |
| Events not appearing | Verify that access was granted to the correct Outlook Calendar and that your Microsoft 365 permissions are current |
| Conflicts not detected | Confirm the correct calendar is selected for conflict checking and that your availability settings match your actual schedule |
| Sync delays | Calendar syncs happen in real time but occasional delays may occur. Try refreshing your calendar or checking your connection |
agent to the ModMed electronic health record (EHR) system. This allows your agent to assist with patient scheduling and practice management tasks directly from a live phone call, reducing the workload on front desk staff and improving the patient experience.
| ⚠️ ModMed integration setup may require coordination with your ModMed account representative. Contact support if you need assistance with the initial configuration. |
Key Benefits
| Benefit | Description |
| Patient Scheduling | Your agent can check provider availability in ModMed and schedule appointments for patients over the phone |
| Appointment Management | The agent can assist with rescheduling existing appointments and answering patient inquiries about provider availability |
| Reduced Administrative Load | Automate routine scheduling calls so your front desk staff can focus on in-office patient care |
How to Enable ModMed
1 |
Open Agent Integrations In the Portal navigate to the UC AI Voice Assist tile, select the Gear Icon beside the agent that you want to work with. |
2 |
Select ModMed Find ModMed in the integrations list and click the tile to connect. |
3 |
Authenticate with ModMed Follow the prompts to sign in with your ModMed account credentials and grant the necessary permissions. |
Use Cases
| Scenario | How ModMed Integration Helps |
| Appointment booking | Patients call in, the agent checks ModMed for available provider slots, and books the appointment directly in the system |
| Appointment rescheduling | The agent looks up an existing appointment in ModMed and helps the patient find an alternative time |
| Provider availability inquiries | The agent references your ModMed schedule to answer questions about when a specific provider is available |
Twilio SMS
The Twilio SMS integration connects your UC AI Voice Assist phone agent to your Twilio SMS account, enabling the agent to send SMS Messages. connect a Twilio account, test credentials with a live SMS, and auto-add a "Send SMS" tool to the agent's function list. The agents can send SMS messages during calls via Twilio (e.g., appointment confirmations), which are configurable on the Basic Settings page alongside other actions.
Key Benefits
| Benefit | Description |
| Instant In-Call Confirmation | While still on the call, your agent can send an SMS confirmation directly to the caller, so appointment details, reference numbers, or next steps arrive in their pocket before they even hang up. |
| Seamless Twilio Account Connecti | Linking your existing Twilio account takes just minutes. Enter your credentials, send a live test message to confirm everything is working, and your agent is ready to start sending SMS messages right away. |
| Automatic SMS Tool Activation | Once your Twilio account is connected, a "Send SMS" action is automatically added to your agent's function list, no manual setup or coding required. Your agent knows when and how to use it based on the conversation. |
| Fully Configurable Messaging Behaviour | Every aspect of how and when your agent sends SMS messages is managed directly from the Edit Agent page, giving you the same straightforward control you already use to configure other agent actions and workflows. |
How to Enable Twilio SMS
1 |
Open Agent Integrations In the Portal navigate to the UC AI Voice Assist tile, select the Gear Icon beside the agent that you want to work with. |
2 |
Select Twilio SMS Find Twilio SMS in the integrations list and click the tile to connect. |
3 |
Configure Twilio integration Enter your Accound SID, Auth Token and the from number. Click Connect & Test |
Twilio Subaccount SID and Token
Twilio Subaccounts allow you to separate usage, phone numbers, and reporting for different customers or projects while sharing a single billing balance. Each subaccount has its own unique Account SID and Auth Token.
- Log in to the Twilio Console.
- Navigate to Account > Subaccounts.
- Click on the Account Name of the subaccount you wish to access.
- On the subaccount's dashboard, look for the Account Info section at the bottom of the page.
- Subaccount SID: A 34-character identifier starting with "AC".
- Auth Token: Click the eye icon next to the hidden token to reveal it.
SMS Configuration
You can control when the agent leverages SMS messages directly in your agent prompt. The agent will apply these rules.
| Example instructions in your agent prompt: |
| Example 1: Text a summary of the reservation when asked. |
| Example 2: When the user asks for stats or scores or game data to be texted. Text them. |
| Example 3: Send appointment bookings over texts. |
Troubleshooting
| Issue | Solution |
| SMS messages not being send during calls | Confirm your Twilio account is connected and that your credentials have been entered correctly. You can re-run the live SMS test from the Edit Agent page to verify the connection is active. |
| Invalid credentials error when connecting | Double-check your Twilio Account SID and Auth Token. If you have recently rotated your credentials in the Twilio Console, update them in your agent settings and test again. |
| SMS delivered but message content is incomplete | Review the message template configured in your agent's Send SMS tool. Ensure all variables such as name, date, or confirmation number are properly mapped to the correct call data. |
| Recipient not receiving the SMS | Verify that your Twilio phone number is SMS-enabled and has sufficient account credit. Also confirm that the recipient's number has not previously opted out by replying STOP to your Twilio number. |
| Send SMS tool not appearing in the agent's function list | This tool is added automatically when a Twilio account is successfully connected. If it is missing, try disconnecting and reconnecting your Twilio account |
| Intermittent SMS delivery failures | Check the Messaging Logs in your Twilio Console for error codes. Delivery issues can sometimes be caused by carrier restrictions or geographic permissions that need to be enabled in your Twilio account settings. |
Use Cases
| Scenario | How Google Calendar Helps |
| Appointment Confirmation | After booking an appointment over the phone, the agent instantly sends an SMS with the date, time, and location, giving callers a written record without any manual follow-up from your team. |
| Order and Delivery Updates | When a caller places an order or checks on a delivery, the agent can send a real-time SMS summary, keeping customers informed and reducing the need for repeat calls.volvement |
| Lead Follow-up | After an inquiry call, the agent sends a follow-up SMS with a website link, contact details, or next steps, keeping the conversation going even after the call ends. |
| Service Reminders | Once a service appointment is booked, the agent can send an SMS reminder to reduce no-shows and give customers everything they need to prepare for their visit. |