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How to Resolve Integration Issues Using Your Integration Dashboard
How to Resolve Integration Issues Using Your Integration Dashboard

How to check and solve integration issues from your Agency Hub

Scarlett Aichroth avatar
Written by Scarlett Aichroth
Updated over a week ago

Integrating your existing rostering software with Birdie ensures all information stored on both systems is the same. There is some information that must be entered on the rostering system only and this will come through to Birdie. If you are having issues syncing a Care Recipient or Care Professional to Birdie it is always worth checking this dashboard to see where you can resolve the issue.  

What Information is entered into my Rostering System?

Please see below the fields that must be entered and edited only on the rostering system, this may alter depending on which integration provider you are partnering with:

Care Recipient:

  • Name

  • Date of birth

  • Gender

  • Address

  • Access details

  • Contact details

  • Status*

Care Professional

  • Name

  • Email address

  • Phone number

  • Status*

*If your agency has status synchronisation turned on

For further guides on the specific information synced by your integration provider please see our integration article collection here- Integrations and External Rostering Systems.


How to view an integration error

Sometimes there can be issues with the synchronisation. To help keep you informed we have developed a notification system to alert you when an issue has occurred.

You can find the notifications on the top right-hand side of the agency hub, Click the circle arrow icon to see what integration issues you currently have.


What type of integration errors are there?

There are 4 types of rostering errors that can be identified through this dashboard:

  1. Missing Care Recipient address coordinates

  2. Mobile number already in use

  3. Email already in use

  4. Inactive Care Recipients with visits scheduled

Please note: If you are having issues entering or syncing information from your integration system we advise you reach out directly to them so that they can assist you quickly.


  1. Missing Care Recipient address coordinates

You will receive an integration error if a Care Recipient's address is missing coordinates. This needs to be rectified so that you can use the Geolocation feature.

How to fix this

  1. Click the Client name(s) drop-down to see which Care Recipients are missing coordinates.

  2. Go to your rostering provider and add their coordinates to that system.

  3. This will sync to Birdie (timing depends on how frequently your rostering system syncs to Birdie).

Important! Do not alter the address on Birdie, it needs to sync from your integration system in order to use Geolocation.


2. Mobile number already in use

You will receive this error if your Care Professional cannot be synced because their mobile number is already in use. To use the Birdie app, users must have a unique mobile number.

This could mean that:

  • There is another Care Professional registered on your integration system using the same number.

  • The Care Professional has an inactive profile on your agency hub.

  • The Care Professional is working or has worked for another agency using Birdie.

  • The Care Professional is already registered on Birdie for the Care Circle app/NOK using the same number.

How to fix this

  • If the number is already being used by someone else in your agency consider changing or removing their number from your integration system so that the new Care Professional can use it.

  • If the Care Professional no longer works for your agency and will not return, consider removing the number from your integration provider.

  • If they have an inactive profile with your agency, consider making the inactive profile active again or removing the number from your integration system so the new profile can sync.

  • If the Care Professional is working or has worked for another agency using Birdie please contact the Support team via the chatbot function or [email protected]. They will be able to link them to your agency hub for you.

  • If the Care Professional is on the Care circle or NOK for a Care Recipient (even for a different agency) this will cause an error. You need to remove their number or request that they remove themselves as a NOK and use another number for this. If this is not possible please contact the support team.


3. Email address already in use

You will receive this error if your Care Professional cannot be synced across because their email address is already in use. Emails are a unique identifier so cannot be shared or duplicated on the system.

This could mean that:

  • There is another Care Professional registered on your integration system using the same email.

  • The Care Professional has an inactive profile on your agency hub.

  • The Care Professional is working or has worked for another agency using Birdie.

How to fix this:

  • If the email is already being used by someone else in your agency consider changing or removing their email from your integration system so that the new Care Professional can use it.

  • If the Care Professional no longer works for your agency and will not return, consider removing the email from your integration provider.

  • If they have an inactive profile with your agency, consider making the inactive profile active again or removing the email from your integration system so the new profile can sync.

  • If the Care Professional is working or has worked for another agency using Birdie please contact the Support team via the chatbot function or [email protected]. They will be able to link them to your agency hub for you.


4. Inactive Care Recipients with visits scheduled

You will receive this error if a Care Recipient is marked as inactive but has a visit scheduled. These visits will not appear in the app and could result in a missed visit.

How to fix this:

  • You will need to make sure the Care Recipient is set as active on your rostering system so that their visit will sync to the app.

  • Or, ensure that you have cancelled/unassigned the visits on your integration system so that they do not sync through to Birdie.

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