Zoom integration guide

Clinicify is clinic management software for UK private clinics. Connecting Zoom lets a practitioner run video consultations: the Zoom meeting is created automatically when a patient books, and the join link reaches the patient in their confirmation email and patient portal. Nobody has to copy a link into an invite by hand, and no patient information is ever sent to Zoom.

Before you start

• A Clinicify account, signed in as any staff member. You don’t need to be the clinic owner to connect Zoom: each practitioner connects their own Zoom account.
• A Zoom account. A free Zoom account works.
• If your Zoom account belongs to an organisation, your Zoom administrator may need to pre-approve Clinicify before you can authorise it. Zoom will tell you if so.

Adding the app

1. Sign in to Clinicify.
2. Open the account menu at the bottom of the sidebar and select My settings.
3. In the settings menu, under Integrations, select Zoom.
4. Select Connect Zoom.
5. You’re taken to Zoom. Sign in with the Zoom account you want your consultations hosted on.
6. Zoom shows the permissions Clinicify is asking for. Review them and select Allow.
7. You’re returned to Clinicify and see Zoom connected. The Zoom card shows a Connected badge and “Connected as” with the email address of the Zoom account you connected, so you can check it’s the right one.

What Clinicify asks Zoom for, and why

Zoom controls its permission screen, so the exact wording comes from Zoom. Clinicify doesn’t read your existing meetings, recordings, contacts or chat history.

Using the app

Set up a video appointment type

The clinic owner sets which appointment types are held on Zoom.

1. Open the account menu and select Clinic settings, then go to Scheduling > Appointment types.
2. Select New type, or select Edit on an existing type.
3. Set Location to Virtual, video consultation.
4. Under Video provider, choose Zoom, then select Create type or Save changes.

How the provider choice behaves:

• If nobody at the clinic has connected Zoom or Google Calendar, you see Connect a video provider first instead of a provider list, with links to connect one.
• If only one of the two is connected anywhere at the clinic, it’s selected for you and the other isn’t offered.
• If both are connected, you choose.

What happens when a patient books

When a patient books that appointment type, or a staff member books it for them:

1. Clinicify creates a scheduled Zoom meeting on the connected Zoom account of the practitioner the appointment is assigned to.
2. The join link goes in the patient’s confirmation email (as a Join video consultation button), in the calendar invite attached to that email, and in the patient’s portal.
3. The practitioner sees the same link on the appointment in Clinicify, as Join consultation.

The meeting is created with the waiting room on and join before host off. The patient waits in the lobby until the practitioner admits them, so two consultations can never cross in the same room.

What Clinicify sends to Zoom

Only what’s needed to create the meeting:

• A generic meeting title, in the form “Your Clinic Name video consultation”
• The start time and the duration

Holding the consultation

Open the appointment in Clinicify and select Join consultation, or join from your Zoom app as you normally would. You can also select Join next to the appointment in today’s appointments on your dashboard. Admit the patient from the waiting room when you’re ready to begin.

If an appointment is cancelled

Clinicify deletes the Zoom meeting, so the old link can’t be used to join anything.

If an appointment needs to move

Clinicify has no reschedule option. Cancel the original appointment and book a new one. A new Zoom meeting is created for the new booking and the patient gets the new join link in their confirmation email. The original meeting is deleted when you cancel, so the old link stops working. Tell the patient to use the most recent email.

Prerequisites and limits

• The practitioner the appointment is assigned to must be the one who connected Zoom. If a video appointment is assigned to a practitioner who hasn’t connected Zoom, no meeting link is created. The booking itself still goes ahead.
• Free Zoom accounts limit meetings to 40 minutes.
• Your Zoom account’s own settings still apply. If your Zoom administrator enforces particular meeting settings, they take effect on meetings Clinicify creates.

Troubleshooting

”Connection not granted. Either it was cancelled, or your Zoom account blocked it - a Zoom admin may need to pre-approve Clinicify.”

Why it happens: you selected Decline on Zoom’s permission screen, or your Zoom organisation doesn’t allow this app yet.

What to do: ask your Zoom administrator to pre-approve Clinicify in the Zoom App Marketplace, then try again.

”The sign-in link expired. Please try connecting again.”

Why it happens: the authorisation window timed out.

What to do: start again from My settings > Integrations > Zoom and select Connect Zoom.

”Zoom rejected the connection. Please try again.”

Why it happens: a temporary failure between Clinicify and Zoom.

What to do: try connecting again. If it keeps happening, contact support.

The Zoom card shows Reconnect needed

Why it happens: Zoom access is refreshed automatically, but it can be revoked, for example if the Zoom account password changed or an administrator removed the app. The card shows Reconnect needed and a message that Zoom stopped accepting the connection.

What to do: select Reconnect Zoom and sign in to Zoom again. Then check any upcoming video appointments: if a meeting couldn’t be created while the connection was broken, the appointment shows Link failed - check the practitioner’s integration. Select Retry beside it to create the meeting now.

A patient didn’t receive a join link

Why it happens: the meeting couldn’t be created at booking. Clinicify tries again automatically for a short while; if a later try works, the patient is sent a separate “Your video link is ready” email. Until then, the appointment shows Link pending, or Link failed - check the practitioner’s integration once Clinicify stops trying.

What to do: check, in this order:

1. The appointment type has Location set to Virtual, video consultation with Zoom as the video provider.
2. The practitioner the appointment is assigned to has connected Zoom themselves, not only a colleague.
3. The Zoom card on that practitioner’s settings page shows Connected, not Reconnect needed.

Once all three are right, open the appointment and select Retry beside Link failed - check the practitioner’s integration. When the meeting is created, the patient is sent the “Your video link is ready” email. If the link still fails, contact support with the appointment date and the practitioner’s name. Please don’t include patient details.

There’s no Connect Zoom button, or you see “Zoom isn’t enabled on this environment yet.”

Why it happens: Zoom isn’t turned on for your Clinicify account.

What to do: contact support.

Removing the app

You can disconnect from either side. Both remove Clinicify’s access.

From Clinicify

1. Go to My settings > Integrations > Zoom.
2. Select Disconnect.
3. Confirm. The confirmation reads “Disconnect Zoom? New virtual bookings assigned to you will have no meeting link.”

From Zoom

1. Sign in to the Zoom App Marketplace at marketplace.zoom.us.
2. Select Manage, then Added Apps.
3. Find Clinicify and select Remove.

Zoom tells Clinicify when you do this, and Clinicify deletes the stored authorisation for that account automatically. You don’t need to disconnect in both places.

What happens when you disconnect

• Clinicify asks Zoom to revoke its authorisation, then deletes the stored access from its database. Access is withdrawn at Zoom’s end as well as forgotten at Clinicify’s.
• Clinicify can no longer create or delete meetings on your Zoom account.
• Disconnecting in Clinicify doesn’t remove Clinicify from your Zoom account’s Added Apps. No app can uninstall itself from your Zoom account, so if you want it gone from that list, remove it in the Zoom App Marketplace as above. Its access is already revoked either way.
• New video bookings assigned to you will have no meeting link. The bookings still go ahead and patients still get their confirmation email, but it won’t contain a way to join. If you’re still taking video consultations, reconnect, or change those appointment types so they aren’t video appointments.
• Meetings already created stay on your Zoom account and their links keep working, because Clinicify no longer has the access needed to remove them. Delete them in Zoom if you want them gone. This includes meetings for appointments cancelled in Clinicify after you disconnect.
• Nothing else in Clinicify is affected. Your appointments, patients and records are untouched.

Data and privacy

• Stored by Clinicify: the Zoom access for the connected account, held encrypted, plus the Zoom account’s user ID and email address, so Clinicify can show which account is connected and remove the connection cleanly.
• Sent to Zoom: a generic meeting title, a start time and a duration. Nothing else.
• Never sent to Zoom: patient names, contact details, appointment reasons, treatment information, clinical notes, lab results or any other patient record content.
• Clinicify doesn’t access recordings, transcripts, chat or any other meeting content.

Questions about how data is handled are answered in the privacy policy. For anything else, contact support.