Three lines ringing.
A waiting room full. One CSR.
Veterinary phones are the busiest in local healthcare — anxious pet parents, real emergencies, and a hundred routine calls a day landing on a front desk that's also checking in patients. Della answers every call instantly, books the routine, and triages the scary.
A veterinary phone line, call by call.
This is what actually rings a clinic — and how Della handles each one within the protocols your team sets.
Sick-pet & triage calls
“My dog just ate a bar of dark chocolate — what do I do?”
Runs your triage script: what, how much, how long ago, how big is the dog. Emergencies warm-transfer to your on-call staff with the situation announced; urgent-but-stable cases get your same-day slots; the worried-but-fine get booked normally.
Wellness & vaccine bookings
“Bella is due for her annual and rabies shot.”
Books wellness exams, vaccine appointments, puppy and kitten series, and tech appointments — with the right duration, the right doctor, and the multi-pet household handled in one call.
Prescription refill requests
“Can I get a refill on Max's apoquel?”
Captures pet, medication, and pickup preference, then queues it as a refill task for your team's approval — no sticky notes, no voicemail transcription, nothing lost.
Boarding & grooming inquiries
“Do you board cats over Thanksgiving? What shots does she need?”
Quotes your boarding requirements — vaccine rules included — checks availability windows, and books or waitlists per your policy.
Records & new-client registration
“We just moved here — can you get records from our old vet?”
Registers new clients and their pets, captures the previous clinic for records transfer, and sends your intake link — so the first visit starts on time.
Follow-ups & rechecks
“The surgeon said to book a recheck in two weeks.”
Books post-op rechecks and dental follow-ups against the right doctor's schedule, and reminds the client of any pre-visit instructions you've set.
Built around how a clinic actually runs.
Della is configured to your doctors' schedules, your appointment types, and — most importantly — your triage protocols.
Answers instantly and discloses it's an AI
During morning rush, over lunch closure, and all night — no hold music, no phone tree. Compliant AI disclosure is built into the greeting.
Triage comes first, always
Before anything else, Della listens for urgency. Toxin ingestion, trauma, breathing trouble, a male cat straining to urinate — your emergency list is checked on every call, not just the ones that sound dramatic.
Identifies client and patient
Existing client or new? Which pet — the senior lab or the new kitten? Della keeps the household straight so bookings, refills, and notes land on the right patient.
Books the right appointment type
A 20-minute vaccine visit is not a 40-minute sick exam is not a surgery consult. Della books the correct type with the correct doctor, honoring your squeeze-in slots for same-day urgencies.
Escalates by your protocol
True emergencies warm-transfer to your on-call staff with the situation announced first — and after hours, Della gives your chosen ER's name, address, and number while alerting your team by SMS until someone acknowledges.
Recaps, logs, and notifies
Transcripts, structured summaries, refill queues, booking confirmations — your morning huddle starts with a clean call log instead of a full voicemail box.
Some calls should never
be handled by software.
Software should never gamble with a pet's life. Della's job on an emergency call is to get a human on the line fast — with the details already gathered so your team starts ahead.
- Your emergency keyword list triggers immediate escalation — day or night
- Warm transfer to on-call staff with species, symptom, and timeline announced first
- After hours: instant referral to your chosen emergency hospital with directions
- SMS alerts fire until a team member acknowledges — nothing dies in voicemail
Escalates immediately
- “He got into the trash and ate something — now he's shaking”
- “She was hit by a car, she's bleeding but awake”
- “My cat keeps going to the litter box and nothing comes out”
- “His stomach looks swollen and he keeps retching but nothing comes up”
Escalation rules are configured with you at onboarding — your protocols, your on-call order, your thresholds.
Della works alongside the practice management systems modern clinics run — and where a native integration isn't live yet, we build the workflow with you during your pilot: scheduling, intake, refill queues, confirmations. Your PIMS stays the source of truth.
The questions practices ask us.
Hear it on your own phones.
Book a demo and we'll walk your exact call flow — your services, your policies, your software — and show you what Della would say.