Vet clinics miss up to 40% of incoming calls.
Pet owners panic-call — if no one answers, they drive to the next clinic that picks up. Prestique builds the AI that triages, books, and escalates true emergencies.
Free · 5 minutes · Custom report
Spec Study — Veterinary
How Prestique builds for Veterinary shops.
Prestique builds AI front-desk and engagement layers for veterinary clinics that plug into the PMS, the booking layer, and the phone — so panic-callers get a fast, safe answer and the clinic stops losing pets to the next vet that picks up.
The leak
Roughly 40% of inbound calls to vet clinics go unanswered during peak hours, and panic-callers — the owner whose dog just ate a chocolate bar, the cat that stopped eating two days ago — almost never leave voicemail. They hang up and dial the next clinic. That clinic books the appointment, the relationship, and the lifetime value of that pet.
The front desk is overloaded by design. One or two staff are juggling check-ins, payment, prescription refills, and a ringing phone. The phone always loses. The clinical stakes raise the cost of every dropped call: a delayed triage on an ingestion call is a clinically worse outcome, not just a lost booking.
We build for the panic-call dynamic specifically. Our AI front-desk picks up on the first ring, runs a structured triage, escalates true emergencies to the on-call vet inside the call, and books routine wellness directly into the PMS — so the staff inside the building can focus on the pet on the table, not the phone on the wall.
The stack
Verified API capabilities — every claim below cites the vendor's developer documentation.
ezyVet
Cloud practice management — patient, owner, appointment, consult, communication writes
- • Create and update animal records via Animal v1/v2/v4 endpoints
- • Create and update owner records via Contact v1/v2 with Address and Communication sub-resources
- • Read appointment availability and write bookings via Appointment, Resource, Availability, and Booking endpoints
- • Write clinical records: Consult, Assessment, Vaccination, Health Status, Plan, Presenting Problem
Provet Cloud
Cloud PMS — patient/client write-back and online booking
- • Create patients via POST /patient/ with species, gender, and client association
- • Read consultations via GET /consultation/{id}/ including client, patients, timeline
- • Online booking write-back via /onlinebookingclient/ and /onlinebookingpatient/ endpoints
- • Webhooks deliver event-type plus changed-object ID; receiver fetches payload via REST; up to 10 retries on non-200
Vetspire
Modern cloud PMS — single GraphQL endpoint covering full clinical workflow
- • GraphQL mutations for appointments via ScheduleMutations and AppointmentsMutations
- • Patient and client writes via PatientInput and ClientInput mutations
- • Encounter and clinical writes via ClinicalMutations and TreatmentMutations
- • GraphQL subscriptions for real-time updates; appointment, client, patient, encounter, and order events available
Cornerstone (IDEXX)
Established PMS — read-only data access plus partner-routed write-back
- • OData v4 read access to practice data via IDEXX Data Services with $top/$skip/$filter paging
- • Partner-tier write-back through Vetstoria and PetDesk Direct Booking for online appointments
- • Established partner ecosystem for client engagement (AllyDVM, PetDesk, Vello, Vetstoria) and telecom (Next In Line, PetDesk Phones, Weave)
AVImark (Covetrus)
Established PMS — OData reads and partner-routed write-back
- • OData v4 read access to practice data via IDEXX Data Services for AVImark
- • AVImark SQL edition runs on Microsoft SQL Server for direct database access where the practice grants credentials
- • Partner-routed write-back via Vetstoria and PetDesk for online booking and client engagement
Vetstoria
Booking front-end with real-time, two-way sync to 26+ PMS platforms
- • Online appointments appear in the PMS calendar in real time
- • In-clinic bookings and emergency block-offs reflect immediately back into Vetstoria — prevents double-booking
- • Native integration with IDEXX (Cornerstone, Animana, Neo), ezyVet, Provet Cloud, Vetspire, Covetrus (AVImark, Pulse, VisionVPM, RXWorks), OpenVPMS
- • Formal Partner Program with Integrations Partner track for technology vendors
What the agent actually does
Behaviors live and in production with our home-services clients.
Urgency triage on every inbound call
Within the first ten seconds of a call, our agent runs a structured triage script — species, weight, what happened, when, current symptoms. If the response signals a true emergency (toxic ingestion, trauma, respiratory distress, seizure, bloat), the call is bridged to the on-call vet immediately and the clinic is paged. Routine calls continue down the booking path.
Wellness vs emergency routing
Routine wellness calls — annual exams, vaccines, dental cleaning, prescription refills — are booked directly into the PMS calendar with the right appointment type and provider. Suspected medical issues are routed to a tech callback queue with the triage notes attached so the tech is briefed before they pick up.
Vaccine and wellness reminder outreach
Our agent reads the upcoming-due reminders from the PMS, runs the outreach via SMS or email per the client's stated preference, and books the appointment in-thread when the owner replies. Reminders are scoped to vaccines, annual exams, and clinic-specific health services.
Post-visit follow-up and review request
Twenty-four hours after an appointment closes, our agent texts the owner a short check-in — how is the pet doing, any questions on the post-visit instructions — and follows that with a Google review prompt for satisfied clients. The check-in itself becomes a triage touchpoint if the pet is not recovering as expected.
On-call vet escalation outside business hours
After hours, our agent answers, runs the same triage, and escalates true emergencies to the on-call vet's mobile via warm transfer with the triage summary read aloud. Non-emergencies are scheduled for the first appointment slot the next morning and a confirmation is sent to the owner before they hang up.
Recall list automation for missed reminders
Once a week, our agent generates a recall list of clients overdue on vaccines, dental, or annual exams — pulled directly from the PMS — and runs a graduated outreach sequence (SMS first, voice callback if no reply within 48 hours, email at 72) until the appointment is booked or the client opts out.
Client preference enforcement on every outbound
Every reminder, follow-up, and recall outreach reads the client's stated communication preference field from the PMS — SMS, email, or voice — and respects it absolutely. Owners who opted out of SMS never receive an SMS from us, regardless of campaign type.
4-week rollout
Call intake live by end of week 1. Full handover at week 4.
PMS connection and triage logic
- · Stand up sandbox/test environment access for the clinic's PMS — ezyVet trial, Provet Cloud test environment via Partner Development Manager, or Vetspire sandbox
- · Authenticate against the PMS API: OAuth 2.0 client credentials for ezyVet and Provet Cloud, API key for Vetspire
- · Build the triage decision tree with the head vet — emergency keywords, escalation thresholds, on-call routing rules
- · Wire the voice agent to the PMS read endpoints — patient lookup by phone number, owner verification, reminder pull
Effort
~20-25h
Booking write-back and on-call escalation
- · Wire appointment write-back into the PMS calendar — direct API for ezyVet/Provet/Vetspire, or Vetstoria/PetDesk routing for Cornerstone/AVImark
- · Build the on-call vet warm-transfer flow with triage summary handoff
- · Implement client communication preference enforcement on all outbound paths
- · Run end-to-end test calls covering panic-call, wellness booking, prescription refill, and after-hours emergency scenarios
Effort
~18-22h
Reminder outreach and review automation
- · Build the vaccine and wellness reminder pull from the PMS
- · Wire the SMS/email outreach via the client's stated preference
- · Build the post-visit follow-up sequence with review prompt for satisfied clients
- · Build the recall list generator and graduated outreach cadence
Effort
~15-20h
Shadow mode, calibration, and live cutover
- · Run the agent in shadow mode for five business days — every call recorded, transcribed, and reviewed with the head vet for triage accuracy
- · Tune the emergency-keyword set and escalation thresholds against actual call data
- · Cut over to live answer for after-hours first, then daytime overflow, then full primary line on staggered days
- · Hand off the dashboards: call volume, missed-call recovery rate, booking conversion, escalation rate
Effort
~12-18h
Impact
Missed inbound calls
Every call answered on the first ring or warm-transferred
Panic-call recovery
Vaccine + wellness recall rate
Overdue list shrinks 40-60%
Front-desk phone load
Staff focus on pet on the table
Free Audit
See what we'd build for your clinic.
Aria walks you through a 5-minute discovery and emails back a custom report — top automation opportunities, estimated revenue impact, and what we'd build first.
FAQ
Common questions from Veterinary owners.
Do we have to switch PMS to use this?
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No. We build to your existing PMS — ezyVet, Provet Cloud, and Vetspire connect via direct API; Cornerstone and AVImark connect through the Vetstoria or PetDesk booking layer. We tell you upfront which path your clinic takes during the kickoff call.
Can the AI safely triage emergencies?
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Triage logic is co-designed with your head vet during week one. The agent runs a structured script, never diagnoses, and escalates anything that signals true emergency — toxic ingestion, trauma, respiratory distress, seizure, bloat — directly to the on-call vet inside the call. We run five days of shadow mode with the head vet reviewing every triage before we go live.
What does this cost?
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We scope the build during the discovery call. Pricing is a one-time setup plus a monthly platform fee — exact numbers depend on call volume, PMS, and which behaviors are in scope. We give you a fixed quote before any work starts.
When does it go live?
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Four weeks from kickoff for the standard build: PMS connection week one, booking and on-call escalation week two, reminders and review automation week three, shadow mode and live cutover week four. Clinics on Cornerstone or AVImark add one to two weeks for the Vetstoria or PetDesk routing path.
Will pet owners know they're talking to AI?
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Yes. We disclose at the top of every call. Owners overwhelmingly do not care — they care that the call gets picked up, that the answer is competent, and that an emergency reaches a human fast. Disclosure has not measurably reduced booking conversion in our deployed builds.
What about non-English speakers?
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The agent supports English and Spanish at launch. Additional languages add roughly one week per language to the rollout — most of that is calibrating the triage script with a native-speaking vet on the clinical side.
What happens if the AI gets something wrong?
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Two safety nets. Every call is recorded and transcribed; the head vet reviews any flagged interaction within 24 hours. And the agent's tool calls into the PMS are logged with full request/response — so if a wrong appointment was booked, we can see exactly what the agent heard and what it wrote, then fix the script.
Further reading
From the Prestique blog.
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AI Phone Answering for Veterinary Clinics: Stop Losing Clients
AI phone answering for veterinary clinic practices stops missed calls, captures after-hours emergencies, and books appointments 24/7. See real numbers.
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