How it works
A call answered with the care a worried pet owner deserves.
VetWiseAI is not a phone tree. It is not voicemail with a transcription add-on. It is a trained AI agent that understands what it means to be the first voice a scared pet owner hears — and responds with clinical empathy.
The framework behind every call
The HEAR Protocol — built for care, not for call scripts.
HEAR emerged from Clinical Pastoral Education — the certification framework that prepares hospital care workers, hospice companions, and crisis counselors for emotionally demanding intake. It is not a script. It is a discipline for listening well under emotional weight. It works for grief. It works for pet-owner anxiety. It works because care works.
Hear
The AI listens — fully.
When a pet owner calls, they are not "an intake." They are a person in acute anxiety. The agent is trained to slow down, listen without rushing, and never interrupt. It follows the caller's lead — not a rigid script. The owner finishes their thought before anything else happens.
Empathize
Acknowledge before you ask.
Before capturing any information, the agent reflects what it heard. "I understand you're worried about Milo — thank you for calling us" is not optional. It is the first thing every pet owner hears. This is the step most call-center systems skip. HEAR does not skip it.
Advance
Move at the owner's pace.
Only after acknowledgement does the agent gently guide toward what the owner needs. Questions are open-ended, paced, and calm. "What can we help you with tonight?" not "Please state the reason for your call." The distinction sounds small. To a scared pet owner at 11 p.m., it is everything.
Respond
Triage, capture, and notify.
Urgency is assessed. If ASPCA Poison Control is appropriate, the agent provides the number (1-888-426-4435, $95 fee disclosed inline) and offers to stay on the call. Emergency vet referral is offered if needed. Contact details and the nature of the call are captured accurately. If it requires immediate attention, your on-call vet is paged.
Built-in emergency resources
The agent knows when and how to escalate.
988 (mental health)
Available to any caller in crisis, regardless of the reason for the call.
ASPCA Poison Control: 1-888-426-4435
Referenced inline for suspected ingestion. $95 consultation fee disclosed in the same sentence.
Emergency vet referral
Agent asks: "Do you have your regular vet’s emergency number, or would it help if I found you a 24-hour clinic nearby?"
Your control, your rules
You stay in control — forward calls your way.
You pick up whenever you want. We are the overflow, not the replacement. Most practices use a custom schedule — front desk during clinic hours, us for everything else.
Forward on no-answer
Most commonYour phone rings first. If no one picks up in 3–5 rings, we answer. Pet owners always hear a live voice.
After hours only
PopularYour front desk handles clinic hours; we pick up evenings, weekends, and those midnight calls that cannot wait until morning.
When busy
We answer when your line is already in use. No client hears a busy signal during your busiest exam-room hours.
Unconditional
All calls go directly to us. Suited for solo practitioners who want full coverage without managing a forward schedule.
Toggle anytime via dial codes — we walk you through setup.
Common codes: dial *21* followed by your routing number to enable forwarding; dial ##21# to cancel. These work on most carriers — we confirm the exact codes for your line during setup. No app, no dashboard, no IT call.
The call flow
From ring to your inbox — without you lifting a finger.
01
Pet owner calls your existing number.
Keep your existing business number. Your clients dial the same number they always have. We provision a private routing number behind your forward rule — your clients never see it.
02
Warm, empathetic greeting — trained on your clinic.
The agent introduces itself using your practice's name. It follows the HEAR protocol from the first word. Pet owners never hear hold music or a generic IVR prompt.
03
Urgency assessed. Resources provided.
Potential emergencies are triaged immediately. ASPCA Poison Control referenced inline when relevant. Emergency vet referral offered when needed. Routine inquiries handled and summarized.
04
Full summary in your dashboard and inbox.
Every call produces: caller name, pet name, species, reason for call, contact info, urgency level, and a complete transcript. Nothing falls through the cracks.
05
You follow up on your timeline.
You start your morning knowing exactly who called, what they need, and what's urgent. No mystery voicemails. No missed emergencies.
Integration
Works with what you already have.
No new phone system. No IT project. No software to install.
Your existing phone number — unchanged
Keep your business number. We provision a private routing number that sits invisibly behind your call-forward rule. Clients dial the same number they always have.
You define the hours
Always-on, after-hours only, or overflow only — your call. Most practices run the agent after-hours and on weekends.
Onboarding in days, not months
We gather your services, species protocols, staff contacts, and on-call rules. Then we train the agent on your specific practice before it goes live. Starter: 10-day SLA. Pro: 5-day priority SLA.
No software to install
Your dashboard is a website. Nothing to download, no software updates. You log in, you see your calls.
Privacy & data
Pet owners trust you with their most vulnerable moments. We take that seriously.
Call data lives in your dashboard.
Transcripts, contact details, and call summaries are stored in your secure account. You control them. We do not sell them, share them, or use them to train any model.
ASPCA Poison Control — fee disclosed inline.
When the agent refers a pet owner to ASPCA Animal Poison Control (1-888-426-4435), it discloses the $95 consultation fee in the same breath. No surprises for your clients.
Retention is configurable.
By default, call records are retained for 12 months. You can request shorter retention windows. Deletion is complete and verifiable.
Voice AI, not voice recording for resale.
The voice model that answers your calls is trained on general speech — not on your clients' voices. We do not record calls to train models. The AI listens; it does not learn from your clients.
Ready to see it with your own practice?
We build every demo using your actual website and content. 15 minutes. No sales pitch. Just the product.