PlusLink is the connection CoolFocus uses to exchange appointment information with participating eKYROS call-center providers. Option Line was the original use case, PlusLink expanded the same workflow to support additional call centers.
PlusLink is different from the public Scheduler API used by Olive & Chloe and LifeLead.
The provider list is supplied by PlusLink and may change. Providers currently or historically represented in CoolFocus include:
• Option Line.
• HopeSync: Clara AI.
• Options United.
• American Pregnancy Association as a limited or legacy entry.
Option Line is not Options United. They are separate providers.
HopeSync: Clara AI and Options United may also use direct CoolFocus scheduling credentials in some implementations. CoolFocus Support can confirm which connection applies to your organization.
PlusLink is a two-way appointment exchange.
From the provider into CoolFocus, it can receive:
• Call-center registration status.
• New or updated appointment requests.
• Appointment date and time.
• Client name, phone, birth date, preferred language, and okay-to-contact choice when supplied.
• Provider comments and consultant information.
• Cancellations or deletions made through the provider.
From CoolFocus to PlusLink, it can send:
• Location information registered with a call center.
• Call-center time slots and language availability.
• Office-hour and holiday overrides.
• Changes to appointment status, rescheduling, or cancellation.
A provider appointment normally arrives as Pending so center staff can review and approve it. CoolFocus can notify configured staff that a provider scheduled an appointment for approval, but this notification is opt-in like every other CoolFocus notification. No one, including admin users, is notified by email or SMS unless they have turned that channel on for the event under their profile menu's Your notifications page. See Choosing What You're Notified About.
A call-center-booked appointment stays owned by the call center until a staff member edits it in CoolFocus. As soon as staff change the start time, end time, center, or appointment type on that appointment, CoolFocus claims it. Once claimed:
• The next PlusLink sync no longer overwrites the appointment with the call center's original booked times.
• CoolFocus uploads the new time back to the call center instead.
This claim happens automatically. Staff do not need to do anything beyond saving the edit, whether it was made on the appointment record or by dragging the appointment on the calendar.
Go to Settings > Integrations > PlusLink.
For each location:
1. Confirm the location has a name, complete address, city, state, ZIP code, and business phone.
2. Open Time Slots and configure the hours that call-center providers may use.
3. Open Registration and choose the provider.
4. Review the provider description, contact information, and terms.
5. Accept the terms and submit registration.
6. Wait for the provider to accept the registration.
7. Use Sync History and Logs to confirm the first exchange.
Time slots configured for a location are shared with every PlusLink provider registered to that location. Review them before adding another provider.
• Pending: registration was submitted, but provider approval is not complete.
• Accepted: the provider accepted the registration.
• Canceled: the registration is no longer active.
Accepted registration is one milestone, not proof of an end-to-end appointment test.
CoolFocus is configured to check eligible PlusLink registrations regularly and exchange incremental changes. The provider service must also be available and return valid updates.
Use Sync Now, Sync History, and Logs when testing or troubleshooting.
Every appointment a call center books stays flagged as call-center owned until someone edits it locally in CoolFocus. While that flag is set, the sync is allowed to overwrite the appointment's start time, end time, and description on its next pass, because that is how the call center pushes its own rescheduling and cancellations.
When a staff member changes the time, length, center, or appointment type on a call-center-booked appointment, either from the appointment editor or by dragging it on the calendar, CoolFocus now claims the appointment for the local edit at the moment it saves. A claimed appointment is uploaded back to the call center instead of being overwritten by the next sync pass.
Before this fix, CoolFocus never claimed the row. A local edit to a call-center appointment's time or length could appear to save, then silently revert to the originally booked time on the next sync, because the appointment still looked call-center owned. This is fixed: local edits to time, length, center, or appointment type now claim the appointment so they persist through later syncs.
CoolFocus provides the PlusLink connection and keeps configured data ready to exchange. The selected call-center provider controls enrollment approval and its use of that connection.
Final availability and go-live timing therefore depend on the provider completing and confirming its setup. Contact the provider to confirm whether the workflow is enabled for your account. CoolFocus Support can verify your registration, time slots, and latest sync status.
The provider has not yet accepted the registration or its status has not synchronized. Confirm the provider received the request.
Confirm the location is registered with the expected provider, the registration is accepted, and recent sync history is successful. Provider appointments arrive as pending and may still require center approval.
If a call-center-booked appointment's time or length goes back to the originally booked values after being edited, confirm the edit was saved through the appointment editor or the calendar drag-and-drop, both of which claim the appointment for CoolFocus. If the reversion still happens, contact CoolFocus Support with the appointment ID and the times before and after the edit so the sync history can be checked.
The email or SMS notification for a provider appointment awaiting approval is opt-in. Have the staff member enable that event and channel under their Your notifications settings, no user (including admins) receives it automatically.
Review the location's PlusLink time slots, language selection, office-hour overrides, holidays, and existing appointments.
Confirm the edit was saved by reopening the appointment. If it was saved, CoolFocus claimed the appointment and the next sync should push the new time to the call center rather than overwrite it. Check Sync History and Logs for that outgoing update. If the time still reverts after a save, contact CoolFocus Support with the appointment ID and the sync log timestamp.
CoolFocus protects a appointment thonc a local staff have edited it, so a later sync pass from the provider does not overwrite that ghat. Compare the local appointment history with the provider record anlocal d contact Support if reconciliation is needed.
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