AI Receptionist for Veterinary Clinics

Veterinary calls split into three buckets: true emergencies (difficulty breathing, suspected bloat, seizures, hit-by-car, toxin ingestion, collapse), urgent-but-not-life-threatening (limping, vomiting, an ear that's been bothering the dog for a day), and routine (annual exams, vaccines, nail trims, dentals). A front-desk CSR triages these mentally while doing three other things. Prisma Voices works from the instructions you wrote on every call, and it never crosses the line into clinical advice.

The distinction matters legally and ethically. The AI does not tell an owner what's wrong with their pet, suggest a home remedy, or estimate severity. It follows your written instructions for urgent calls, asks the one or two intake questions you've included, and then acts: book a routine slot, offer a same-day sick appointment, or give the owner your emergency hospital's details and email you a message marked as an emergency. The clinical call is always your team's. The AI just makes sure the right owner reaches the right place fast.

When your office is dark, the AI still answers. For routine requests it offers the next available appointment and books it. For anything your instructions call an emergency, it does not attempt to advise or stall. It directs the caller to your emergency or 24-hour hospital, reads out the ER's name, address, and phone number, and, where SMS is set up for your number, can text those details so a panicked owner isn't trying to memorize an address one-handed at 1 AM.

It also emails you a message marked as an emergency with the pet's name, species, what the owner described, and a callback number, so there is no voicemail to decode. If the caller asks for a person and your transfer number is your on-call doctor's phone, the AI connects them there.

Refill calls are high-volume and almost entirely clerical until the doctor's sign-off — which makes them perfect to take off the front desk's plate. The AI gathers the pet's name, the medication and dosage if the owner has it, whether they're picking up in clinic or using an outside or online pharmacy, and roughly when it was last filled. It emails a clean refill request to your team for a technician or doctor to review and approve.

Crucially, the AI never authorizes, refills, or dispenses anything itself — refills require a valid veterinarian-client-patient relationship and a doctor's approval, and that stays with your team. The owner hears on the call that the request has been passed on, which cuts down on 'did you guys get my refill message?' callbacks that otherwise tie up your phones.

Empty exam slots and surgery-day gaps are pure lost revenue, and they multiply when no-shows go unmanaged. Where SMS is set up for your number, Prisma Voices texts a confirmation after every booking and a reminder 24 hours before the appointment that asks the owner to reply if they need to reschedule.

On dental and surgery days, where one empty block costs far more than a routine exam, a written confirmation and a reminder the day before are a cheap way to keep the schedule full.

Returning owners are identified by phone number, and the AI remembers details from their earlier calls, so it can greet them by name and ask about their pet without starting from scratch. New clients run through the intake questions you write: owner name, pet name, species and breed, reason for visit, and how they found you.

Bookings go into the one calendar you connect, at the appointment length you set, against your real availability, so there is no double-booking. Every call is logged in your dashboard with its recording and transcript.