The receptionist your hospital never has to hire.
VetDesk AI answers, books, reschedules, takes refill requests and follows up, for every practice, from the first call to the ten-thousandth.
- Safety rules run before anything else, and a transfer only counts once a person on your team has accepted it.
- Visits book straight into ezyVet or Rhapsody, with a Google Calendar fallback when a hospital uses neither.
What it looks like
What your front desk sees. What your caller gets.
A call in progress with its live transcript, the Today view your team opens in the morning, and the text the caller receives. All three are illustrations modelled on the real interface, with sample data.
Today
| Time | Caller | Reason | Outcome | Length |
|---|---|---|---|---|
| 9:02 AM | Maria C. · Bella | Skin check | Booked | 3m 12s |
| 10:15 AM | Devin P. · Rex | Refill request | Follow-up | 4m 03s |
| 10:52 AM | (240) 555-0199 | Asked for a nurse | Transferred | 2m 18s |
| 11:20 AM | Priya N. · Milo | Vomiting since morning | Needs review | 6m 40s |
- Transcript emailed to your team when the call ends.
- Appointment note written to the practice software.
- Confirmation text sent; STOP opts out at any time.
See how a call flows
Three short films, narrated.
A routine call booked and an emergency handed to a person, an after-hours booking call, and the hospital's own view of the day. Recorded against our sandbox hospital with synthetic callers; captions included.
A routine call, then an emergency · 101 s
A routine call answered and booked, then a second call that describes an emergency: the safety rules run first and the call is handed to a person. Narrated and captioned, with a sandbox hospital and synthetic callers.
An after-hours booking call · 82 s
A call answered after closing, a wellness exam booked and confirmed by text, then a refill request and the hospital's weekly recap. Sandbox hospital, illustrative figures.
The hospital's view · 77 s
The front desk's side on synthetic data: the Today board, the task inbox with where each task came from, and where each appointment lives. Illustrated screens, narrated and captioned.
How it works
The same six steps, in the same order, on every call.
Deterministic where it matters. The emergency check and the transfer rules are code, not prompt wording; the language model only talks.
Step 1: Answer
Picks up day or night, announces the recording and finds out why the caller is reaching out.
"Riverbend Animal Hospital, this is Ava. This call may be recorded. How can I help?"Step 2: Identify
Matches the caller to a client and a pet in your practice software before anything is booked or changed.
"Is this for Bella, the golden retriever?"Step 3: Screen
Checks for an emergency against your approved keyword floor. During open hours, a hospital that has turned on emergency exams can book an emergency caller into one; after hours they hear your emergency instructions and referral facility.
Vet-approved floor; the AI may only raise it.Step 4: Check PIMS
Reads real availability from ezyVet or Rhapsody, honouring your appointment types and booking rules.
"Thursday at 9:20 or Friday at 2:40?"Step 5: Book & confirm
Writes the appointment and the note, reads it back, then texts a confirmation the caller can opt out of with STOP.
Read-after-write: it checks the booking landed.Step 6: Follow up
Emails the transcript to your team and queues any callback or refill as a task. After the visit, your team starts follow-up calls from one list.
Every result lands in one table.
Built for a veterinary front desk
Safety first, then the busywork.
Emergency routing that cannot be talked out of
A deterministic keyword floor approved by your veterinarian runs before the conversation does. Uncertainty escalates. During open hours, a hospital that has turned on emergency exams can book an emergency caller straight into one. After hours, callers hear your approved emergency instructions and your referral facility by name, address and phone. The call never quietly slides back into routine booking.
Emergency routing in detailWarm transfer
When a caller asks something the assistant cannot answer during business hours, it rings your first line once and hands over only when a person accepts. If nobody picks up, your team gets a callback task with the reason.
Warm transferPIMS sync, by capability
ezyVet and Rhapsody today. Each adapter declares what it can do and VetDesk never pretends otherwise. Provenance is always shown: PIMS or calendar.
PIMS syncRecordings & transcripts
Consent announced on the call; every transcript emailed to your configured recipients only.
RecordingsReadiness & training
A readiness check with exact next steps, and a training view built from questions callers actually asked.
ReadinessFollow-up calls after the visit
After a visit, a cancellation or a missed appointment, your team starts a call from the Follow-Up Calls list and the assistant phones the client under your hospital's own assistant name, leaves a voicemail when nobody answers, and records how the pet is doing, any concerns and whether a follow-up appointment was booked. Your team sees every result in one table and can call again.
Follow-up callsSecurity and tenancy
Every AI action is re-authorised before it runs.
Your hospital’s data is isolated at the database with row-level security. The assistant never learns who the tenant is from the caller or from its own output; it is told, server-side, from the number that rang.
Integrations
Native where it’s live. Honest where it isn’t.
- A dedicated number answered around the clock, forwarded from your main line after four rings or after hours.
- A readiness check that lists what is still missing, with the exact page to fix it.
- Scripted test calls before the line goes live.
Questions
Straight answers.
Will it book into our practice software or a separate calendar?
If you use ezyVet or Rhapsody, VetDesk books directly into it and shows the booking’s provenance on every record. If you use another system, bookings go to a Google Calendar your team controls, with the same transcript and note, until a native connector exists.
What happens with an emergency after hours?
The emergency check runs first, on a keyword floor your veterinarian approves. During open hours an emergency caller can be booked into an emergency exam. After hours, callers hear the emergency instructions you approved and your referral facility, by name, address and phone number.
Do callers know they’re talking to an AI and being recorded?
Yes. The greeting says it is an AI assistant, gives its name and announces the recording. Recording and transcript access inside the hospital console are permission-gated.
What do we need to set up?
Business hours, locations, your emergency facilities, a transfer line and a greeting. Onboarding asks only for what is needed to answer safely; everything else is progressive, and a readiness page tells you exactly what is still open.
Who decides what the assistant says to our clients?
You do. The console shows the wording used on follow-up calls and the text messages your clients receive, so nothing is hidden. Clinical wording is reviewed by your veterinarian before it is presented as approved. On every call the assistant uses your hospital’s name and the assistant name you chose.
Can we test before going live?
Every hospital gets a test-call checklist, and VetDesk assistants are checked against 300 scripted scenarios with transcript-level checks.
Next step
See VetDesk answer a call for your hospital.
A thirty-minute walkthrough on a test number, with your hours and your emergency facilities loaded.