Two animals, one line
Two cats and a dog behind the same number. She has the caller name the animal concerned and checks who decides for it, before anything is written to a record.
Small-animal clinics
One phone number can belong to a household with several animals and decision-makers. Your receptionist identifies the animal before preparing an appointment, then distinguishes a preventive-care booking from a prescription renewal that must be submitted for the veterinarian’s approval.
$59 CAD / month · 50 Standard calls · 1 local number
Match each request to the right animal
The appointment sits on Nova’s record; nothing is added to Milo’s. Without the animal’s name, the request went to your team instead of a record being picked. And if the software does not confirm the write, the state stays “appointment request”.
Read the full conversation
Boisé Veterinary Clinic. Two animals sit in the records under the same number: Milo the cat and Nova the dog.
ReceptionistBoisé Veterinary Clinic, good morning. Let me take your name and a number to reach you.
OwnerClaire Fournier, 450 555-0188. I would like an appointment this week.
ReceptionistYour number is attached to two animals with us, Milo and Nova. Which of the two is this for?
OwnerNova. She has been limping since Saturday.
ReceptionistI am writing that down word for word — “limping since Saturday” — on Nova’s record. I am not able to assess that; the veterinarian will read it before the visit. Thursday at 2:30 is open.
For the requests you receive
Prescription refills
“I have two pills left.” She records the product, the animal and how long it has been, drops the request into the veterinarian’s approval queue, and says so on the call.
Consultations and prevention
Booster shot, annual exam, post-surgery check. She finds the animal and places the consultation on a slot of the length you set for that reason.
Other requests you can delegate
Priority calls
When the words used match the rule you wrote, she applies it: on-call contact passed on, team alerted. She reports the words; she does not assess the animal’s condition.
What she does for your clinic
What she takes on between two animals sharing one number, a life-threatening emergency and a prescription refill, then the line she does not cross. Every line is a call your clinic gets.
Attaching the call to the right animal
She has the caller name the animal concerned before writing anything, even when several animals share the same number.
The number on the display does not identify a record on its own; two cats and a dog behind one line stay three separate records.
She checks who in the household is authorised to decide for that animal before handling the request.
She attaches the request to that specific record instead of guessing from the number calling in.
She tells an existing patient apart from a first visit before offering a slot.
An existing animal finds its own record; a first animal gets the new-patient exam at the length that fits it.
Life-threatening emergencies, ahead of everything else
An animal hit by a car, not breathing, or with a belly that is swollen and hard sends her straight to the emergency veterinary hospital.
She makes no diagnosis and assesses no severity: she applies the script and captures the name and number to alert the clinic.
A suspected ingestion — chocolate, grapes, xylitol, antifreeze, human medication — follows the same immediate redirection to the animal poison line.
She reports the caller’s own words; she does not interpret them.
She applies the same emergency rule day and night, without saying herself whether to wait or to come in right away.
The decision to wait or to come in stays clinical; she routes to the on-call line rather than deciding.
Consultations, prevention and refills
She books the annual exam, the booster shot or the post-surgery check at the length you set for that reason.
A post-surgery check does not take the same slot as a routine vaccine.
For a refill, she captures the product and how long it has been, then drops the request into the veterinarian’s approval queue.
She does not approve a refill herself; preparation waits on the veterinarian’s decision.
She passes on your practical instructions — parking, fasting before surgery, documents to bring — ahead of the visit.
That approved information goes out with the confirmation, with no extra call needed.
Between visits, what you can add
- Add-on
A vaccine coming due or a cancelled appointment to rebook follows up with the owner at the cadence the clinic already planned.
These follow-ups happen without tying up the counter, at the frequency you set. Recalls and continuity
- Add-on
When a case goes to a hospital or a specialist, she gathers the paperwork and waits for the receiving team to confirm before announcing it as taken.
A referral sent is not yet a referral accepted until the receiving team has answered. Referrals and on-call
- Add-on
A surgery deposit requested by link is tracked to its real status, and the follow-up stops the moment payment lands.
The deposit stays separate from the rest of the medical file, with its own tracked status. Deposits and payments
With ezyVet or Provet
- Software
With ezyVet, account access and the exact appointment writes still have to be proven on a real account, despite an existing partnership route.
Appointment operations are documented by the vendor, with no proof of a successful write to date. ezyVet
- Software
With Provet, changing and cancelling an appointment call for a qualification no authenticated trial has confirmed yet.
Vendor-side authorisation is in place; the real write is the step still ahead. Provet
What does not leave her mouth
- No veterinary opinion, no diagnosis, no rating of how serious a condition is: that reading belongs to the veterinarian.
- No recommendation of treatment, medication, parasite control, food or dose.
- She does not approve a refill and does not imply a veterinarian has reviewed the file: she drops it for approval.
- She does not say whether to wait or to come in: she applies your written instruction and passes on the on-call contact.
- She does not price surgery, and an end-of-life request goes to a person on your team.
- She does not mix up two animals in the same household: the number calling in is not enough to identify a record.
- She does not decide whether a case is a life-threatening emergency or can wait: she applies the instruction, she does not invent it.
What you can ask her yourself
She answers from the requests and records of your clinic you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich animal does this request concern, in a household with more than one?
She retrieves the named animal’s own record, not one guessed from the number. She does not bring two records together.
Which urgent requests were directed to the emergency hospital this week?
She reads requests where the emergency script was applied. She says nothing about how serious the case is.
Which refills are still waiting on the veterinarian’s approval?
She reads the approval queue and how long each request has waited there. She does not approve one herself.
Which referrals sent to a hospital received a confirmation they were taken on?
Add-onWith Referrals and on-call: the paperwork gathered and the receiving team’s confirmation. Without the option, care is not assumed to be taken on.
What happens to the request
You write your instructions once
Which species you see, how long each appointment type runs, which practitioners work which hours, the on-call contact, and what she may not say.
She identifies before she qualifies
Name and callback number first, in case the line drops. Then the animal — name, species, breed —, who decides for it, the reason, and which times suit.
Every call ends in the right queue
An approved consultation goes into the schedule, with confirmation and reminder. A refill goes for approval. Anything needing a decision reaches your inbox with the call summary.
What the Veterinary base covers
She answers in both languages, attaches a request to the right animal, and drops it where your team picks it up. No setup fee, and you keep your number.
- Identify the owner, the animal concerned and the request
- Book or change a consultation within the slots you allow
- Pass on your practical instructions — parking, fasting before surgery, documents to bring
- Reach the on-call path you designated
- A written summary after every call, readable in the app
She does not approve a refill and does not imply a veterinarian has reviewed the file: she drops it for approval.
Decisions that stay with you
- No veterinary opinion, no diagnosis, no rating of how serious a condition is: that reading belongs to the veterinarian.
- No recommendation of treatment, medication, parasite control, food or dose.
- She does not say whether to wait or to come in: she applies your written instruction and passes on the on-call contact.
- She does not price surgery, and an end-of-life request goes to a person on your team.
- She records only what you authorise, and confirms nothing from an animal's file to a third party: it is protected by professional secrecy. She is built for Quebec's Law 25, with a database in Canada; live voice processing runs through a US-based subprocessor, as the Security and data handling page explains.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which calls concern an animal that is not yet our patient?
She retrieves the animal, stated owner and enquiry. She does not determine clinical priority.
What else you can hand to her
Beyond the base plan. Each one is added separately from the base, and only if you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Customer text conversations
Continue administrative appointment or contact conversations; health questions go to the clinical team.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Appointment operations documented, partnership route available. Account access and exact write behaviour still have to be proven on a real account.
Documented interface, vendor-side authorisation set up first. Changing and cancelling need qualification; no authenticated test has been run.
The number calling identifies nobody
Several animals in one household, one phone line: the number on the display does not say which record to open. Your receptionist has the caller name the animal, confirms the species and who is authorised to decide for it, then attaches the request to that record. When two animals match, she asks instead of choosing.
Your clinic already has a counter; what it lacks is a second person on the line. She takes it, and stays on the administrative side of the call: diagnosis and approving a prescription belong to the veterinarian.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
VeterinaryClinics, emergency and referral care
Small-animal clinics — your questions
How does she avoid mixing up two animals in one household?
A phone number is not enough to identify someone: two animals behind one line stay two separate records. She has the caller name the animal, checks who decides for it, and hands the request to your team when doubt remains.
What about prescription refills?
Captured, not decided. She records the product, the animal and how long it has been, then drops the request into your approval queue. The caller is told the veterinarian approves before anything is prepared.
Does she triage?
No, and her preset says so. She reports the caller’s words, applies the instruction your clinic wrote, and alerts your team. Assessing an animal’s condition belongs to the veterinarian.
Do we keep our number?
Yes, with the reputation and directory listings attached to it. You forward the line whenever you want: around the clock, only when nobody picks up, or on a schedule.
What does she do outside your opening hours?
She gives the contact details for the emergency centre you designated in your configuration, and logs the call for your morning team. She does not triage the animal: she does not say whether to wait or come in right away, she reads your instruction as written.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberSmall-animal clinics