Phone platform integration

Weave Integration: How MedReception AI Layers on Top of Your Weave Phone System

Weave is a phone and patient communication platform, not an EHR. It runs the VOIP line, SMS, reviews, and payments, and it typically sits in front of practice management systems like Dentrix, Eaglesoft, Open Dental, or CrystalPM. MedReception AI does not replace Weave. It layers on top of it through a SIP trunk so the AI can answer overflow, after-hours, and queue-routed calls while Weave keeps owning the phone number, the SMS stack, and the review flow.

Integration Architecture · Side by Side with Weave

Addressable practices

32K+

Weave practices we can layer on top of today

Deployment topologies

Full replacement, overflow, after-hours, queue-routed

Weave SMS and reviews

Owned

Stay on Weave. No SMS or review conflict.

Phone number

Kept

Weave keeps the DID. AI lives behind it.

Product context

What Weave Actually Is (and Is Not)

A lot of integration confusion starts with assuming Weave is an EHR. It is not. Weave is the communications and payments layer that wraps an existing practice management system. Understanding what Weave owns vs. what the underlying PMS owns is the first step in wiring MedReception AI in cleanly.

What Weave Owns

• VOIP phone system and the practice phone number (DID)
• Two-way SMS with patients, including reminders and recall
• Review request workflow (Google, Facebook)
• Online payments and text-to-pay links
• Call analytics, voicemail transcription, and missed-call texts
• Team chat, fax, and shared inbox

What Weave Does NOT Do

• Weave is not an EHR or PMS, it integrates with one
• It does not write progress notes or chart documentation
• It does not run the scheduling rules engine, the PMS does
• It does not verify insurance or run eligibility
• It does not answer calls with natural-language voice AI on its own

Common PMS Behind Weave

• Dentrix and Dentrix Ascend
• Eaglesoft
• Open Dental
• CrystalPM and RevolutionEHR (optometry)
• OfficeMate and various derm and med-spa PMS

Where MedReception AI Fits

• Voice AI on inbound calls Weave routes to us via SIP
• Scheduling write-backs to the PMS behind Weave
• Insurance eligibility, intake, triage, and specialty routing
• Handoff back to Weave SMS for follow-up
• Feeds call outcomes into Weave call analytics

Integration architecture

SIP Trunk Side by Side with Weave

We do not touch Weave's VOIP stack. Instead, MedReception AI provisions a SIP trunk that lives next to Weave. Calls Weave decides to forward (overflow, after-hours, a specific queue, or full replacement) ring our AI. Everything else stays on the existing Weave call flow.

1. Call Path

• Patient dials the practice DID owned by Weave
• Weave PBX evaluates the routing rule (time, queue, overflow)
• Weave forwards the call over SIP to MedReception AI
• AI answers, runs the pathway, books in the PMS
• Optional bridge back to a human team member via Weave

2. SMS Handoff

• AI ends the call and triggers Weave Forward to send confirmation
• Patient continues the conversation on Weave SMS, not a second number
• Reminders, recall, and review requests stay on Weave templates
• AI consumes Weave webhooks for inbound SMS reschedules

3. EHR / PMS Write-back

• AI writes the appointment directly to the PMS behind Weave
• Dentrix, Eaglesoft, Open Dental, CrystalPM connectors supported
• Patient demographics created or matched in the PMS, not in Weave
• Weave continues to pull its own schedule view from the PMS

4. Analytics Feed

• AI call outcomes pushed back into Weave call analytics
• Missed-call recovery shows up in Weave dashboards
• MedReception AI dashboard layers per-pathway analytics on top
• No duplicate call records, no double-count

Coordination, not replacement

What We Coordinate with Weave (and What Stays on Weave)

MedReception AI is intentionally narrow. Weave already does SMS, reviews, and call analytics well. We feed those systems, we do not compete with them. Below is exactly what the AI touches vs. what Weave keeps.

Stays on Weave

• Reminder cadence (24h, 2h, recall, hygiene)
• Review request flow after the visit
• Two-way SMS templates the front desk uses
• Text-to-pay and payment receipts
• Voicemail transcription and missed-call text fallback

Owned by MedReception AI

• Natural-language voice on the inbound call
• Specialty triage and pathway logic
• PMS write-back for new appointments
• Insurance verification and intake at booking
• Pathway-level analytics and QA scoring

Shared Surfaces

• Call records visible in both Weave and the AI dashboard
• Appointment created by AI immediately visible to Weave reminder engine
• Patient phone number normalized once and reused everywhere
• Front desk can listen to AI call recordings inside the Weave call log

Explicit Non-Goals

• We do not send outbound SMS that would conflict with Weave templates
• We do not run our own review request workflow
• We do not bill, collect, or process payments
• We do not port the phone number off Weave

Deployment topologies

Four Common Ways Practices Wire Us In Behind Weave

Every Weave practice routes calls a little differently. These are the four deployment topologies we support out of the box. The vast majority of practices land on overflow or after-hours first, then expand to queue-routed once the front desk trusts the AI on routine calls.

Topology A: Overflow

Weave continues to ring the front desk first. If all lines are busy or no one picks up within N rings, Weave forwards the call over SIP to the AI. Lowest-risk starting point.

Best for: established practices testing AI

Topology B: After-Hours

Weave routes by time-of-day rule. Inside business hours, calls go to the front desk. Outside hours, weekends, and holidays, calls forward to the AI which can still book and schedule into the PMS.

Best for: capturing new-patient revenue at night

Topology C: Queue-Routed

Weave IVR plays a menu. Press 1 for scheduling routes to the AI. Press 2 for billing routes to a person. The AI owns the high-volume scheduling queue while complex queues stay human-handled.

Best for: multi-specialty or multi-location

Topology D: Full Replacement

All inbound calls route to the AI first. AI handles scheduling, intake, triage. Anything that needs a human gets warm-transferred back through Weave to the front desk. Highest leverage, longest trust-build.

Best for: front-desk understaffed or scaling fast

Per-practice setup

What Goes Live in the First Two Weeks

PBX and Queue Changes in Weave

Add a SIP forward destination in Weave admin pointing at the MedReception AI trunk. Pick the chosen topology (overflow, after-hours, queue-routed, full replacement) and stage the routing rule.

Owner: Weave admin + MedReception AI implementation

EHR / PMS Connection Behind Weave

We connect to the PMS that Weave already sits in front of. For Dentrix, Eaglesoft, and Open Dental we use the vendor API or the bridge agent on the front-desk server. For CrystalPM and similar we use REST or a guided automation worker.

Owner: Practice IT + MedReception AI EHR team

SMS Handoff and Go-Live

Map the AI confirmation message to a Weave Forward template so patient SMS continues to come from the practice number. Soft-launch overflow first, watch the call log, then expand to the chosen topology.

Owner: MedReception AI + front desk lead

For the Weave admin

See the Weave Hub Overview

If you are still evaluating how MedReception AI works on a Weave-powered practice, the Weave Hub covers the business case and example call flows. This page is the technical integration view.

Open Weave Hub →

Get the call walkthrough

See It Live on a Weave Practice

Book a 20-minute demo and we will show the SIP trunk, the PMS write-back, and the Weave SMS handoff end to end on a sample Dentrix or Open Dental practice.

Book a Demo →

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