Urgency triage
A defined symptom list triggers immediate transfer or the emergency number. Nothing borderline is handled by the system alone.
Veterinary
The caller is
frightened.
Veterinary calls carry more emotion than any other kind in this list. Someone whose dog has just eaten something they should not have needs two things immediately: to be taken seriously, and to reach a person if it is serious. Everything else can be handled calmly.
Where it leaks
01
Urgent calls arrive out of hours
Animals do not get ill during opening times. The evening call is the one where getting it wrong matters most.
02
Reception cannot answer mid-consultation
Small practices run with one or two people front of house, and both are needed the moment a consult ends. The phone rings through all of it.
03
Routine work never gets chased
Vaccination boosters, flea and worm reminders, post-operative check-ups. All easy revenue, all requiring a call nobody makes.
What the system handles
Appointment booking
Books consults, vaccinations and check-ups into the correct vet's diary with the right appointment length.
Post-visit follow-up
Checks in after procedures and books the recheck while the owner is still thinking about it.
Reminders and collections
Booster reminders, repeat prescription collections, and results notifications where you approve the wording.
Out-of-hours signposting
Clear, calm instructions on where to go when you are closed, including the emergency practice you refer to.
How it sounds
An ordinary
conversation.
Illustrative, not a recording. On a call we will dial a live agent and hand you the phone instead — that is a better test than anything written down.
Inbound call · 22:06 · after hoursTranscript
Caller
My dog just ate a whole bar of chocolate. I do not know what to do.
Aurum
I understand — that can be serious and I am going to get you to someone now. Roughly how much, and how big is your dog?
Caller
About 100 grams. He is a cocker spaniel.
Aurum
Thank you. I am connecting you to the emergency line straight away — stay on the line. If it drops, the number is 0700 12 345.
Escalated to on-call vet · call connected in 6 seconds
Questions from this sector
Will it ever tell an owner not to worry?
No. It asks screening questions to decide whether to escalate, and when in doubt it escalates. We deliberately tune it to over-refer, because the cost of an unnecessary transfer is a minute of someone's time and the cost of the opposite is not recoverable.
Who defines the emergency list?
You do, during the design step, and we test every item on it before the system goes live. Typically: toxin ingestion, breathing difficulty, trauma, seizures, bloat, difficulty giving birth.
Can it handle distressed callers?
It stays calm, does not rush, and moves quickly to a person. It is not a substitute for the reassurance your team gives — it is the thing that makes sure the call reaches them at all.
Start with the audit
Find out what you
are actually missing.
Twenty minutes. We call your business the way your customers do — evening, weekend, second language — and send you the log. Yours to keep either way.
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