Smarter Week

AI and automation by role · frontline

How Vet receptionists / client service can use AI and automation

Below are 12 common tasks for Vet receptionists / client service, most common first. For each one you get the best fix (AI, automation, a feature in software you already have, or a simpler process), the steps to set it up and, for AI fixes, a prompt to copy.

Also called: Veterinary Receptionist, Client Service Representative, CSR, Client Care Coordinator, Front Desk, Patient Care Coordinator, Client Care Team Lead

Find your own hour leaks, free See the fixes

Task 1 · typically 150 min, every day

Answer the phone: bookings, prices, refills and worried owners

Software featureBest fix

Let a veterinary AI receptionist take the routine calls

Vet-specific AI phone agents answer around the clock, book into your PIMS, take refill requests and answer common questions, and pass emergencies and worried owners straight to staff.

Typically saves about 40% of the time3 h to set up
  1. 1Pull a week of call reasons from your phone system.
  2. 2Trial an AI receptionist built for vet clinics that connects to your PIMS (for example PetDesk's AI tools, VetRec AI Receptionist or Dodo).
  3. 3Set clear emergency rules: anything urgent transfers to a person immediately.
  4. 4Listen to a sample of calls weekly and fix wrong answers.

Tools: PetDesk Phones · VetRec AI Receptionist · Dodo

One more way to fix it
Software feature

Let owners book online into your real schedule

Online booking that reads your PIMS schedule lets owners book wellness visits, vaccines and some sick visits any time, with your rules for which slots they can take.

Typically saves about 40% of the time2 h to set up
  1. 1Turn on online booking (Vetstoria, PetDesk or your PIMS's own booking).
  2. 2Choose which appointment types and doctors can be booked online.
  3. 3Add the link to your website, Google Business Profile, reminders and voicemail.
  4. 4Keep a few slots for same-day sick visits booked by staff.

Tools: Vetstoria · PetDesk · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

How to automate this task

Task 2 · typically 60 min, every day

Book, confirm and move appointments

Software featureBest fix

Let owners book online into your real schedule

Online booking that reads your PIMS schedule lets owners book wellness visits, vaccines and some sick visits any time, with your rules for which slots they can take.

Typically saves about 40% of the time2 h to set up
  1. 1Turn on online booking (Vetstoria, PetDesk or your PIMS's own booking).
  2. 2Choose which appointment types and doctors can be booked online.
  3. 3Add the link to your website, Google Business Profile, reminders and voicemail.
  4. 4Keep a few slots for same-day sick visits booked by staff.

Tools: Vetstoria · PetDesk · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

One more way to fix it
Automation

Send vaccine, wellness and appointment reminders automatically

Automatic reminders by text, email and app for due vaccines, wellness exams and appointments, with a booking link and confirm-by-reply, replace most reminder calls.

Typically saves about 70% of the time1 h to set up
  1. 1Turn on automated reminders in your client communication tool (PetDesk, Vetstoria, Weave, Otto or your PIMS client app).
  2. 2Set the sequence: due date, 2 weeks overdue, 6 weeks overdue.
  3. 3Include an online booking link in every reminder.
  4. 4Call only the short list of owners who do not respond.

Tools: PetDesk, Vetstoria, Weave, Otto or your PIMS client app · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

How to automate this task

Task 3 · typically 60 min, every day

Check clients in and out and take payment

Software featureBest fix

Send owners a digital check-in form before they arrive

Owners fill in the reason for the visit, history questions and consent forms on their phone before arriving, so the tech starts from a filled-in history and the front desk does not retype.

Typically saves about 40% of the time2 h to set up
  1. 1Turn on digital check-in or forms in your PIMS or client app (PetDesk, Vetstoria, Weave, Otto or your PIMS client app).
  2. 2Build a short history form for common visit types (sick visit, wellness, surgery drop-off).
  3. 3Send it automatically with the appointment reminder.
  4. 4Have techs confirm and add to the answers instead of starting from scratch.

Tools: PetDesk, Vetstoria, Weave, Otto or your PIMS client app · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

One more way to fix it
Software feature

Take payment by text link and card on file

Text-to-pay links, card on file and payment plans speed up checkout (owners can pay from the car) and get old balances paid without calls.

Typically saves about 50% of the time1 h to set up
  1. 1Turn on text-to-pay in your PIMS payments or client app.
  2. 2Store a card on file at drop-off for hospitalised patients.
  3. 3Offer payment plans or financing (for example CareCredit or Scratchpay) for bigger bills.
  4. 4Send automatic reminders for unpaid balances at 0, 15 and 30 days.

Tools: Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar) · PetDesk, Vetstoria, Weave, Otto or your PIMS client app · CareCredit or Scratchpay

How to automate this task

Task 4 · typically 45 min, every day

Call or text owners about overdue vaccines and checkups

AutomationBest fix

Send vaccine, wellness and appointment reminders automatically

Automatic reminders by text, email and app for due vaccines, wellness exams and appointments, with a booking link and confirm-by-reply, replace most reminder calls.

Typically saves about 70% of the time1 h to set up
  1. 1Turn on automated reminders in your client communication tool (PetDesk, Vetstoria, Weave, Otto or your PIMS client app).
  2. 2Set the sequence: due date, 2 weeks overdue, 6 weeks overdue.
  3. 3Include an online booking link in every reminder.
  4. 4Call only the short list of owners who do not respond.

Tools: PetDesk, Vetstoria, Weave, Otto or your PIMS client app · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

How to automate this task

Task 5 · typically 30 min, every day

Handle medication and food refill requests

Process fixBest fix

Write refill rules the team can approve without the vet

Standing rules for routine refills (exam within 12 months, stable chronic meds, preventives) let techs approve them, so vets only see exceptions. Requests arrive through the app instead of the phone.

Typically saves about 40% of the time2 h to set up
  1. 1List your most common refills (flea, tick and heartworm preventives, chronic meds, prescription diets).
  2. 2Write the criteria for each with your medical director (last exam date, labs, dose unchanged).
  3. 3Let trained techs approve requests that meet the criteria.
  4. 4Ask owners to request refills through the client app or online pharmacy, not by phone.

Tools: Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar) · PetDesk, Vetstoria, Weave, Otto or your PIMS client app

One more way to fix it
Software feature

Move refills and food to your online pharmacy with autoship

A clinic-branded online pharmacy with autoship sends repeat medications and prescription diets straight to the owner's door, approved in a click, and cuts the shelf stock you need to count.

Typically saves about 45% of the time2 h to set up
  1. 1Set up or turn on your clinic's online store (for example Covetrus vRxPro or Vetsource).
  2. 2Enrol owners of chronic patients in autoship at checkout.
  3. 3Approve requests in one queue each day.
  4. 4Cut back in-house stock of slow-moving items.

Tools: Covetrus vRxPro · Vetsource

How to automate this task

Task 6 · typically 20 min, every day

Request and send records and referral letters

Software featureBest fix

Let owners message, request records and get answers in the client app

A client app or portal lets owners see vaccine records, request refills, send photos and message the clinic, and lets you share records with other clinics in one click. It replaces many calls and faxes.

Typically saves about 35% of the time2 h to set up
  1. 1Turn on the client app or portal that works with your PIMS (PetDesk, Vetstoria, Weave, Otto or your PIMS client app).
  2. 2Invite owners at every checkout with a QR code.
  3. 3Save reply templates for the common questions.
  4. 4Share records with specialists and other clinics from the PIMS or app instead of faxing.

Tools: PetDesk, Vetstoria, Weave, Otto or your PIMS client app · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

One more way to fix it
Software feature

Use a veterinary AI scribe to draft the SOAP note

Vet AI scribes listen to the exam (or your recap) and draft the SOAP note, discharge instructions, client email and referral letter in your format. Many vets finish records before going home for the first time in years.

Typically saves about 45% of the time45 min to set up
  1. 1Check whether your PIMS includes a scribe (for example the AI scribe in Covetrus Pulse, Digitail, or ScribbleVet with Instinct), or trial a stand-alone one such as ScribbleVet, Scribenote, VetRec or Talkatoo.
  2. 2Set up your SOAP template, abbreviations and the way you like plans written.
  3. 3Record the exam or speak a 60-second recap straight after.
  4. 4Review and correct the note before saving; it is your medical record.
  5. 5Use the same recording to generate the discharge sheet and client email. Use the tools your clinic has approved; keep client contact and payment details out of general AI tools.

Tools: ScribbleVet · Scribenote · VetRec · Talkatoo · Covetrus Pulse AI scribe · Digitail

How to automate this task

Task 7 · typically 30 min, every day

Answer owner messages and emails

Software featureBest fix

Let owners message, request records and get answers in the client app

A client app or portal lets owners see vaccine records, request refills, send photos and message the clinic, and lets you share records with other clinics in one click. It replaces many calls and faxes.

Typically saves about 35% of the time2 h to set up
  1. 1Turn on the client app or portal that works with your PIMS (PetDesk, Vetstoria, Weave, Otto or your PIMS client app).
  2. 2Invite owners at every checkout with a QR code.
  3. 3Save reply templates for the common questions.
  4. 4Share records with specialists and other clinics from the PIMS or app instead of faxing.

Tools: PetDesk, Vetstoria, Weave, Otto or your PIMS client app · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

One more way to fix it
AI

Have AI write home-care instructions and owner updates in plain language

AI turns your clinical notes into clear instructions or a friendly update for the owner, with the medicine schedule and warning signs laid out. Save good ones as templates.

Typically saves about 50% of the time10 min to set up
  1. 1Gather the diagnosis, medications and doses, and what the owner must watch for.
  2. 2Use the prompt below in an approved AI tool; leave out the owner's name and contact details.
  3. 3Check every dose and instruction against your notes.
  4. 4Save the best versions as PIMS templates so you only do it once per condition.
Prompt to copy
Write home-care instructions for the owner of a [SPECIES, AGE] diagnosed with [DIAGNOSIS]. Medicines exactly as I prescribed: [MEDICINE, DOSE, HOW OFTEN, HOW LONG]. Include: what is going on in one or two sentences, a simple medicine schedule, feeding and activity advice I gave [ADVICE], warning signs that mean they should call or come in, and the recheck date [DATE]. Reading level: 6th grade, warm and clear. Do not add advice I did not give; mark anything to check as [CHECK].

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · Your PIMS or AI scribe templates

How to automate this task

Task 8 · typically 20 min, every day

Build treatment estimates and get owners to approve them

Software featureBest fix

Build estimates from templates and get approval by text with e-signature

Estimate templates (or treatment plans) for common procedures with low and high ranges, sent to the owner's phone to approve and sign, save time at the desk and reduce surprise bills.

Typically saves about 45% of the time2 h to set up
  1. 1Build estimate templates in your PIMS for your 15 most common procedures, with low and high ranges.
  2. 2Link them to the matching treatment plans so charges flow onto the invoice.
  3. 3Send estimates by text or the client app for e-signature and deposit.
  4. 4Review templates twice a year when prices change.

Tools: Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar) · PetDesk, Vetstoria, Weave, Otto or your PIMS client app

How to automate this task

Task 9 · typically 30 min, once a week

Chase unpaid bills

Software featureBest fix

Take payment by text link and card on file

Text-to-pay links, card on file and payment plans speed up checkout (owners can pay from the car) and get old balances paid without calls.

Typically saves about 50% of the time1 h to set up
  1. 1Turn on text-to-pay in your PIMS payments or client app.
  2. 2Store a card on file at drop-off for hospitalised patients.
  3. 3Offer payment plans or financing (for example CareCredit or Scratchpay) for bigger bills.
  4. 4Send automatic reminders for unpaid balances at 0, 15 and 30 days.

Tools: Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar) · PetDesk, Vetstoria, Weave, Otto or your PIMS client app · CareCredit or Scratchpay

How to automate this task

Task 10 · typically 15 min, a few times a week

Fill in pet insurance claim forms

Software featureBest fix

Submit pet insurance claims straight from the PIMS or insurer portal

Several pet insurers accept claims and records electronically from the clinic, and some pay the clinic directly at checkout. That replaces filling in claim forms by hand.

Typically saves about 50% of the time1 h to set up
  1. 1Check which insurers your clients use most and whether your PIMS integrates with them (for example Trupanion Express direct pay).
  2. 2Use the insurer's vet portal to upload invoices and records for the rest.
  3. 3Keep a one-page guide at the desk showing which insurer uses which route.
  4. 4Let owners upload their own claims through the insurer app where that is faster.

Tools: Trupanion Express · Insurer vet portals · Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar)

How to automate this task

Task 11 · typically 30 min, a few times a week

Reply to online reviews

AIBest fix

Have AI draft replies to reviews in your voice

Paste a batch of reviews and AI drafts a personal reply to each. Many review tools and Google Business Profile now suggest replies too. You check and post.

Typically saves about 55% of the time5 min to set up
  1. 1Collect this week's reviews from Google, Tripadvisor, Yelp or your review tool.
  2. 2Use your review tool's AI reply feature, or paste them into an approved AI assistant with the prompt below.
  3. 3Check every reply; fix anything that promises a refund or blames anyone.
  4. 4Post, and flag serious complaints to your manager.
Prompt to copy
Draft a reply to each review below for [BUSINESS NAME]. Thank them, mention one specific thing they said, keep each under 60 words, warm and plain. For negative reviews, apologise without blaming anyone and invite them to contact [CONTACT]. Do not offer refunds or discounts.

[PASTE REVIEWS]

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · Google Business Profile · Birdeye, Podium, Yext or ReviewTrackers

How to automate this task

Task 12 · typically 45 min, once a week

Count stock and order drugs, food and supplies

Software featureBest fix

Let the PIMS track stock and suggest the order

When invoices reduce stock automatically, your PIMS can show what is below par and build the order. Distributor apps and purchasing tools compare prices across suppliers.

Typically saves about 45% of the time3 h to set up
  1. 1Make sure every item sold or used is linked to an inventory item in your PIMS.
  2. 2Set par levels for your top 50 items.
  3. 3Use the reorder report to build orders, or a purchasing tool such as Vetcove.
  4. 4Count high-value items monthly and fix the differences.

Tools: Your practice management system (ezyVet, Cornerstone, AVImark, Covetrus Pulse, Shepherd, Digitail, Vetspire, Instinct or similar) · Vetcove · Distributor ordering apps (Covetrus, MWI, Patterson)

One more way to fix it
Software feature

Move refills and food to your online pharmacy with autoship

A clinic-branded online pharmacy with autoship sends repeat medications and prescription diets straight to the owner's door, approved in a click, and cuts the shelf stock you need to count.

Typically saves about 45% of the time2 h to set up
  1. 1Set up or turn on your clinic's online store (for example Covetrus vRxPro or Vetsource).
  2. 2Enrol owners of chronic patients in autoship at checkout.
  3. 3Approve requests in one queue each day.
  4. 4Cut back in-house stock of slow-moving items.

Tools: Covetrus vRxPro · Vetsource

How to automate this task

Quick wins

Have you tried…

Do vaccine and wellness reminders go out automatically with a link to book?
Tools like PetDesk or Vetstoria send reminders by text, email and app and let owners book online. Staff only call the few who do not reply.
Has your clinic tried an AI receptionist built for vet clinics?
A vet AI phone agent books appointments into your system, takes refill requests and answers simple questions, and transfers emergencies to a person straight away.
Do repeat meds and prescription food go out through an online pharmacy with autoship?
A clinic-branded online store ships refills straight to the owner on a schedule. You approve the request in a click instead of filling and calling.
Have you had AI draft your replies to online reviews?
You paste the reviews and AI writes a short, personal reply to each. You check them and post.
Have you let an AI notetaker write your meeting notes and action items?
Tools like Copilot in Teams, Zoom AI Companion or Otter join the call, write the summary and list who owes what. You just check it and send.
Have you had AI draft a reply to a tricky or routine email?
You paste the email and say the point you want to make; the AI writes a draft you edit. Outlook and Gmail now have this built in.
Do you send a booking link instead of emailing back and forth about times?
A booking link shows your free times so the other person picks one. Outlook and Google Calendar both have this built in.
Have you connected two apps so information copies itself between them?
Tools like Zapier, Make or Power Automate watch for something new in one app and create it in the other, so nobody retypes it.

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