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Kolla

Updated over 3 weeks ago

Kolla

Kolla Integration

This guide explains how to connect supported dental practice management systems (PMS) to a Newo.ai AI Employee using Kolla, so your agent can check availability, book appointments, and handle cancellations or modifications directly in the practice’s schedule. It is intended for Newo.ai partners and technical implementers configuring customer environments.

  • Target audience : Newo.ai partners and technical teams

  • Integration type : Kolla Unified API ↔ Newo.ai platform

  • Use cases : Appointment scheduling, cancellation, and modification

  • Estimated setup time : 30–60 minutes for a first integration

Supported PMS

Newo.ai’s Kolla integration supports the following dental practice management systems:

  • Dentrix

  • Eaglesoft

  • Open Dental

  • Cornerstone

  • CrystalPM

  • DSN

  • Dolphin

  • OfficeMate

  • OrthoTrac

  • WinOMS

When configuring each practice, you will select the appropriate Kolla connector ID that corresponds to the PMS (for example: dentrix-core, dentrix-enterprise, dentrix-g7, eaglesoft, opendent, dolphin, softdental).

Prerequisites

Before you start, confirm the following:

Kolla access

  • A Kolla portal account at app.getkolla.com

  • The correct PMS connector(s) enabled for your Kolla account (for example: Dentrix Core/Enterprise, EagleSoft, OpenDent, Dolphin, SoftDental)

  • A Kolla contact who can approve additional connectors if required

Newo.ai access

  • An active Newo.ai account

  • An AI Employee (voice agent) created for the customer

  • Access to the project configuration (Builder, Projects, and Attributes pages)

Technical background

  • Familiarity with REST APIs and Bearer-token authentication

  • Ability to read JSON request/response bodies

  • Basic understanding of dental practice scheduling workflows

  • Optional: an API testing tool (such as Postman) for deeper diagnostics

Client / practice information

For each dental practice you integrate, gather:

  • Practice name and contact email

  • PMS type (for example: Dentrix vs Eaglesoft vs Open Dental)

  • Whether the practice schedules by provider only , or by provider and operatory/room

  • The practice’s timezone

  • Access to their PMS for testing (sandbox or production)

Architecture and data flow

Kolla sits between the Newo.ai AI Employee and the on-premises dental PMS, exposing a single unified API while the connector runs inside the practice network.

Key components

  • Newo.ai AI Employee :
    Handles inbound calls, understands patient intent, and manages the scheduling conversation.

  • Kolla Unified API (cloud) :
    Provides a standardized REST API to multiple PMS systems (Dentrix, Eaglesoft, Open Dental, and others).

  • Kolla Connector (on-premises) :
    Installed at the dental practice. It connects the Unified API to the local PMS database.

  • Dental PMS (on-premises) :
    The source of truth for schedules and appointments (Dentrix, Eaglesoft, Open Dental, etc.).

Data flows

Check availability

  1. Patient calls the AI Employee and requests an appointment.

  2. The agent identifies scheduling intent and gathers constraints (provider, date, time, reason).

  3. Newo.ai calls Kolla’s Unified API to fetch available appointment slots.

  4. Kolla queries the PMS via the on-prem connector.

  5. Kolla returns the available slots to Newo.ai.

  6. The AI Employee presents options to the patient.

Book appointment

  1. Patient selects a slot.

  2. The AI Employee sends a booking request to Kolla.

  3. Kolla creates the appointment in the PMS.

  4. Kolla returns a confirmation payload.

  5. The AI Employee confirms the booking with the patient and, if configured, may send an SMS confirmation.

Cancel / modify appointment

  1. Patient asks to cancel or change an appointment.

  2. The agent retrieves existing appointments via Kolla.

  3. The agent sends a cancellation or modification request to Kolla.

  4. Kolla updates the appointment in the PMS.

  5. The AI Employee confirms the change to the patient.

Authentication model

The integration uses three required Kolla credentials:

  • API token (Bearer token): Authenticates your calls to Kolla’s Unified API.

  • Consumer ID : Unique identifier for the dental practice’s linked account.

  • Connector ID : Identifies which PMS connector Kolla should use (for example: eaglesoft, dentrix-core).

Configure Kolla for the practice

Complete these steps in the Kolla portal for each new practice.

Create your Kolla portal account

  1. Sign in or sign up at app.getkolla.com.

  2. Request and enable the required connectors (for example: Dentrix Core/Enterprise, EagleSoft, OpenDent, Dolphin, SoftDental, etc.).

If you do not see a connector you need, contact your Kolla representative to approve and enable it.

Generate an API token

  1. In Kolla, go to Settings → API Keys.

  2. Click Create New API Key.

  3. Give the key a descriptive name (for example: newo-prod-<practice>).

  4. Copy the token immediately and store it securely in your password manager or vault. Tokens are shown only once and typically start with kolla_sk_live_….

Important: Remove all spaces when copying and pasting credentials. Leading or trailing spaces are the most common cause of authentication failures.

Create a Linked Account for the practice

  1. Navigate to Linked Accounts.

  2. Click Create Invitation Link.

  3. Select the connector type that matches the practice’s PMS (for example: eaglesoft, dentrix-core).

  4. Enter a unique Consumer identifier for the practice.

  5. Add the practice name and contact email.

  6. Send the invitation link to the customer.

  7. Once they complete the connector installation and PMS linking flow, return to Linked Accounts and retrieve the Consumer ID.

You now have all three required Kolla values for this practice: API token, Consumer ID, and connector ID.

Configure your Newo.ai project

After Kolla is ready, connect it to the customer’s AI Employee from the Newo.ai platform.

Create or open the project

  1. Open the customer’s Builder in the Newo.ai platform.

  2. Navigate to the Projects page.

  3. Either create a new project or open the project you want the AI Employee to use.

  4. In the project settings, set:

    • Registry : Production

    • Module : Full Integration

  5. Enable Auto-update.

  6. Click Force Update Project , then Publish.

Add Kolla credentials as attributes

  1. In the same project, go to Attributes → Integration Settings.

  2. Locate and fill in the following attributes (ensure there are no spaces at the start or end of any value):

    • kolla_api_token:
      The API token you generated in Kolla (Settings → API Keys).

    • kolla_consumer_id:
      The Consumer ID from the practice’s Linked Account in Kolla.

    • kolla_connector_id:
      The connector identifier you selected when creating the Linked Account (for example: eaglesoft, dentrix-core, dentrix-enterprise, opendent, dolphin, softdental).

  3. Click Save in the Attributes screen.

  4. Return to the project controls and click Force Update Project , then Publish again to trigger resource discovery (providers and operatories).

Verify resource sync and scheduling mode

After publishing, confirm that Newo.ai has successfully synced provider and operatory data from Kolla.

Confirm providers and operatories

  1. In Attributes → Integration Settings , locate the dropdown attributes:

    • kolla_default_provider

    • kolla_default_operatory

  2. Confirm that:

    • The provider dropdown is populated with provider names from the PMS.

    • The operatory dropdown is populated with operatory / room names (if the PMS tracks them).

  3. Select the appropriate default provider and operatory for this AI Employee.

Choose the provider_only mode

The provider_only flag controls whether Newo.ai schedules only by provider, or by provider and operatory:

  • If the practice does not track which room or operatory a patient is in:

    • Set provider_only = true.

  • If the practice does track rooms / operatories in the PMS:

    • Set provider_only = false.

A simple way to decide:

Ask the practice: “Do you track which room/operatory appointments are in?”

  • If the answer is no , use provider_only = true.

  • If the answer is yes , use provider_only = false.

Use trigger phrases in the booking flow

The AI Employee uses specific trigger phrases to fire the Kolla skills at the right time in the conversation. These phrases are wired to skills such as CheckAvailabilitySkill and CreateAppointmentSkill in the pre-configured Scheduling Appointment via Agent scenario for dental projects.

End-to-end booking workflow

  1. Intent recognition
    The AI Employee detects that the caller wants to book an appointment.

  2. Information collection
    The agent collects:

    • Patient name

    • Phone number

    • Preferred date(s) and time frame

    • Reason for visit (appointment type)

  3. Check availability (triggersCheckAvailabilitySkill)
    The agent uses this exact phrase:

“Give me a moment to check available slots. I will get back to you shortly.”

This line triggers the availability check against Kolla, which then queries the PMS and returns available slots.

  1. Present slots
    The AI Employee reads back one or more available options that match the caller’s preferences.

  2. Confirm selection
    The patient chooses a slot.

  3. Submit booking (triggersCreateAppointmentSkill)
    The agent uses this exact phrase:

“Give me a moment I will submit your booking, I will get back to you shortly.”

This line triggers the appointment creation request to Kolla, which then creates the appointment in the PMS.

  1. Confirmation and SMS
    The AI Employee confirms the appointment details verbally. If SMS notifications are configured elsewhere in the project, the agent can also send an SMS confirmation to the patient.

Required: The trigger phrases above must remain verbatim for the integration to execute correctly. You can customize other parts of the agent’s copy, but do not change these specific lines unless you update the underlying skill configuration.

Test and validate the integration

Run thorough tests before you allow real patients to use the integration.

Recommended test flow

  1. Verify provider and operatory sync

    • Confirm kolla_default_provider and kolla_default_operatory are populated with correct values.

    • Confirm provider_only is set according to the practice’s scheduling process.

  2. Run an availability check

    • Call the AI Employee through the normal entrypoint (phone number or test route).

    • Ask to book an appointment on a known date / time range.

    • Confirm that the agent says:

    • “Give me a moment to check available slots. I will get back to you shortly.”

    • Verify that the returned slots match the PMS schedule (for example, by viewing the provider’s calendar in the PMS directly).

  3. Complete a test booking

    • Select one of the offered slots.

    • Confirm the agent says:

    • “Give me a moment I will submit your booking, I will get back to you shortly.”

    • Check that the new appointment appears in the PMS immediately.

  4. Review logs

    • In Newo.ai, review the conversation logs for the test calls.

    • Confirm that the scheduling skills fired at the correct points in the dialogue.

    • Where available, check HTTP response codes for the underlying Kolla API calls (a 200 response indicates success).

  5. Repeat multiple scenarios

    • Perform at least five successful test bookings (for example: different dates, providers, and appointment reasons).

    • If cancellation and modification flows are configured, test them as well and confirm changes appear in the PMS.

Once all tests pass and appointments consistently appear in the PMS as expected, you can treat the integration as production-ready for that practice.

Appendices

Required credentials (summary)

For each practice, you must configure the following Kolla credentials in Newo.ai:

  • API token (kolla_api_token):
    Bearer token from Kolla’s API Keys page. Used to authenticate all requests. Tokens begin with kolla_sk_live_….

  • Consumer ID (kolla_consumer_id):
    Unique identifier for the practice’s Linked Account in Kolla.

  • Connector ID (kolla_connector_id):
    Identifier for the PMS connector to use (for example: eaglesoft, dentrix-core, dentrix-enterprise, opendent, dolphin, softdental).

Common Kolla connector IDs

Use these values in kolla_connector_id when they match the practice’s PMS:

  • dentrix-core

  • dentrix-enterprise

  • dentrix-g7

  • eaglesoft

  • opendent

  • dolphin

  • softdental

Support and resources

If you encounter issues during setup or testing, contact your Newo.ai Partner Success Manager for assistance with:

  • Integration setup and verification

  • Best-practice conversation flows for scheduling

  • Escalation to Newo.ai product and engineering teams where required

Additional references:

  • Kolla API documentation : docs.getkolla.com

  • Newo.ai documentation : docs.newo.ai

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