Getting started with the TotalMobile integration

How it works

Once a configuration is enabled, CareLineLive syncs visits to TotalMobile automatically, roughly every five minutes. There is no "send now" button - you configure it once and it keeps itself up to date.

Each cycle, CareLineLive looks at the visits in scope and sends only what has changed since the last successful sync:

• A new visit is created in TotalMobile.
• A changed visit (for example, the booking time was edited) is updated.
• Attendance (actual start, actual end, and a "verified" flag) is added once the carer has checked out. A check‑in on its own does not send attendance - TotalMobile only receives attendance when the visit has both a check‑in and a check‑out.
• A cancelled or removed visit is deleted from TotalMobile on the next cycle.

Visits that are outside the configured scope - before the "syncs from" date, or not in a selected service contract type(s) - are never sent.

Each client must have a TotalMobile referral reference (see Field reference). A visit for a client with no referral reference is skipped and recorded as a warning in that run's events; the rest of the sync continues.

Before you start

You will need:

1. Credentials from TotalMobile - the API host, an environment prefix, a client ID, and a client secret. TotalMobile provides these when they provision your access.
2. The integration switched on for your environment. The TotalMobile menu item only appears once the integration has been deployed and enabled for your environment. If you cannot see it, contact CareLineLive support. Note this is separate from the site-wide Enabled switch described in Enable, edit, and delete — the menu item can be visible while that switch is still off (see Troubleshooting).
3. A client custom field that holds the TotalMobile referral reference. This must be a client custom field before you configure the integration — but you don't have to build it by hand. Once the site-wide Enabled setting is on, the Custom Fields card on the Settings page creates it (and, optionally, a package reference field) with one click. See Create the required custom fields.
4. Permission. You need the TotalMobile configuration permissions (view, create, and update) to manage configurations.

Create a configuration

The Configurations page lists every configuration, with the Add button (+) top right and a row menu (⋮) for each one.

1. In the main navigation, open Integrations → TotalMobile, then select Configurations.
2. Select Add (the + button, top right).
3. Complete the form, which is grouped into sections:
   • Details — a Name to recognise this configuration by (for example, the authority it serves).
   • Connection — the Host, Environment prefix, Client ID, and Client secret provided by TotalMobile.
   • Field mapping — the Referral reference field (the client custom field holding the TotalMobile referral reference) and, optionally, a Package reference field. This section links to the Settings page's Custom Fields card if you need to create one.
   • Sync scope — the Syncs from date (only visits on or after this date are sent) and the Service contract type(s) to include (leave blank to sync all).
   • Status — the Enabled toggle.
4. Select Test connection (in the Connection section) to confirm the credentials work. See Test the connection.
5. Select Save.

The form is grouped into sections with a short description and per-field hints:

Tip: Leave Enabled off until you have confirmed the connection and the field mapping. You can enable it later by editing the configuration.

Field reference

Test the connection

A Test connection action checks that the host, environment prefix, client ID, and secret can authenticate with TotalMobile. The result is shown as a notification (success or failure).

You can run it from three places:

• Create dialog — tests the credentials you have just entered, before saving.
• Edit dialog — tests the credentials currently entered in the form, so you can verify changes before saving. Leave the Client secret blank to test against the saved secret.
• Configurations list — the row menu (⋮) has a Test connection action that tests that configuration's saved credentials.

If the test fails, re‑check the host, environment prefix, client ID, and secret. The error message is deliberately generic for security; more detail is recorded in the server logs.

Enable, edit, and delete

• Enable / disable: toggle Enabled on the configuration. For a sync to actually run, this toggle and the site‑wide Enabled setting (below) must both be on.
• Edit: open the row menu (⋮) → Edit. Leave Client secret blank to keep the existing secret; enter a value only to replace it.
• Delete: open the row menu (⋮) → Delete. Deleting requires password confirmation and cannot be undone. Deleting requires the delete permission specifically — an admin with only the update permission cannot delete configurations.

The site‑wide Enabled setting

Separately from the per-configuration Enabled toggle above, the whole integration has a site‑wide Enabled setting — independent of whether the TotalMobile menu item is visible to you at all (see Before you start).

Select Settings in the TotalMobile sidenav (always visible, even while the integration is off) to open the Settings page and turn it on. This requires the Manage TotalMobile integration settings permission — without it, the Settings entry is hidden from the sidenav.

If this setting is still off, opening Integrations → TotalMobile redirects straight to the Settings page instead of the Configurations/Runs pages (or, for an admin without the Manage TotalMobile integration settings permission, back to the CareLineLive home page with a permission-denied notice). No sync activity or API calls happen while it's off, even if individual configurations are marked Enabled.

Create the required custom fields

Once the site-wide Enabled setting is on, a Custom Fields card appears underneath it on the same Settings page, listing the two client custom fields TotalMobile needs — Referral Reference and Package Reference — and whether each already exists.

Select Create custom field next to either one to create it with a single click, no need to build it by hand through the general custom field form first. Once created, it appears immediately in the Referral reference field/Package reference field dropdowns back on a configuration's Create/Edit dialog.

The card is hidden while the site-wide Enabled setting is off, since creating these fields is only useful once the integration is actually running.

Monitor syncs

Open Integrations → TotalMobile → Runs to see sync activity.

• The Runs list shows each sync run with its start time, configuration, status, and a Records changed count — how many visits were actually created, updated, or deleted in that run (skipped or failed visits aren't counted).
• Select a run to see its events — a detailed log of what happened (visits created, updated, deleted, skipped, and any errors) — and the same Records changed figure in the Run Summary panel.

Each run has a number that increments per configuration (Run #1, #2, #3 …). Selecting a run shows its events:

Event types:

Run statuses: In progress, Completed, Completed with errors, or Failed. A run that is still in progress refreshes automatically while you watch it.

Troubleshooting

The connection test fails. Re‑check the Host (must be https://…), Environment prefix, Client ID, and Client secret - these all come from TotalMobile. In the edit dialog, remember the test uses the saved credentials, so save any changes first.

Visits aren't appearing in TotalMobile. Check each of the following:

• The configuration's Enabled toggle is on, and the site‑wide Enabled setting is on (see Enable, edit, and delete).
• The visits are on or after the Syncs from date.
• If you set Service contract type(s), the visits belong to one of those types (otherwise they're excluded).
• The clients have a referral reference value in the mapped field. Visits for clients without one are skipped - look for warning events on the latest run.

Attendance (actual times) isn't showing in TotalMobile. Attendance is only sent once the visit has a check‑out. A visit with a check‑in but no check‑out will sync its planned times but not attendance.

I can't see the TotalMobile menu item at all. The integration must be deployed and enabled for your environment, and you need the TotalMobile configuration view permission. Contact CareLineLive support if it's missing — this is different from the site-wide Enabled setting below, which controls what happens once you're already in the section.

I can see the TotalMobile menu item, but opening it just goes to a Settings page instead of Configurations. The menu item being visible only means the integration is deployed for your environment — it doesn't mean the site-wide Enabled setting has been turned on yet. If you have the Manage TotalMobile integration settings permission, turn it on from that Settings page. Otherwise, contact CareLineLive support. See Enable, edit, and delete.

FAQ

How often does it sync? Automatically, about every five minutes, for each enabled configuration.

Does anything come back from TotalMobile into CareLineLive? No. The integration is one‑way — CareLineLive pushes to TotalMobile and is the source of truth.

What happens when a booking is cancelled? The visit is deleted from TotalMobile on the next sync. If the booking is later un‑cancelled, it is sent again as a new visit.

Can I sync every visit regardless of contract type? Yes — leave Service contract type(s) blank.

What if a client doesn't have a referral reference? Their visits are skipped and a warning is recorded in the run's events. Add the referral reference to the client's mapped custom field, and they'll sync on the next cycle.

How do I create the referral/package reference custom fields? Once the site-wide Enabled setting is on, use the Custom Fields card on the Settings page — see Create the required custom fields. You don't need to build them by hand through the general custom field form.

Is the client secret stored safely? Yes. It's encrypted at rest and is never returned or displayed after you save it. To change it, enter a new value when editing; to keep it, leave the field blank.