New · Rolling out as phone lines are connected
Part of AI Front Desk
Appointment confirmations,without the dialling
PetGrid’s AI receptionist phones your clients before their appointments and asks if they can still make it. They can confirm, cancel, ask for a new time or opt out. Your team sees how every call went, and nobody on the front desk spends the morning working down a list.
Need more time? We'll extend it.
Why it is worth having
Fewer no-shows, and a quieter morning
Fewer no-shows
Owners are rung before the visit and asked whether they can still make it. A slot that is going to be missed turns up as a cancellation while there is still time to fill it.
No morning of dialling
Nobody on the front desk spends the morning working through tomorrow's list. The calls are made, and your team picks up only the ones that need a person.
Every call accounted for
Confirmed, cancelled, wants a new time, no answer, asked not to be called: each outcome lands where your team can see it.
- AssistantHi, this is the AI assistant for Riverside Veterinary. I'm calling to confirm Bramble's appointment on Thursday at 10:30 in the morning. Can you still make it?
- OwnerThursday's tricky now. Could we do later in the week?
- AssistantOf course. I can put you through to the front desk now to pick a new time, or take a message and they'll call you back. Which would you prefer?
- OwnerA message is fine. After three is best.
- AssistantGot it. I've passed that on, and someone from the clinic will call you after three. Thanks, and have a good day.
How it works
Four steps, and only one is yours
Your clinic turns it on
A clinic on AI Front Desk switches confirmation calls on for the practice, and picks the voice the receptionist speaks in.
It rings ahead of the visit
Before an upcoming appointment, the receptionist rings the owner, at polite hours only. It says straight away that it is the clinic's AI assistant.
The owner answers in their own words
They confirm, cancel, ask for a new time or ask not to be called again. A new time goes to your team: the call is put through to the front desk, or the receptionist takes a message.
Your team sees what happened
Every call's outcome is there for staff to see, including the ones nobody answered, so the front desk knows exactly which appointments still need a person.
On the other end of the line
What the owner hears
A short, polite call from your clinic that makes clear from the first sentence who is calling and why.
- Who is calling, first: the clinic's name, and that this is its AI assistant.
- Which appointment the call is about, and a plain question: can you still make it?
- Four easy answers: yes, cancel it, I need a different time, or please do not call me about this again.
- If they want a new time, the choice of being put through to the front desk or leaving a message for a callback.
- If they miss the call, a short voicemail with no medical details in it.
Calls are in English or Canadian French, as each phone line is set under Languages on the line. A bilingual line calls an owner in French when they use PetGrid in French, and in English otherwise. Calls in Spanish or Portuguese are not available.
What stays in your hands
Controls and safeguards
On or off, for the practice
Confirmation calls are part of the add-on and switched on for the whole practice. Off means no calls.
Your clinic's voice
The receptionist speaks in the natural voice your clinic chose, the same one that answers your phone.
Reschedules come to your team
A request for a new time is handed to a person, either as a live transfer to the front desk or as a message, and never settled out of your team's sight.
Every outcome, visible
Confirmed, cancelled, reschedule requested, voicemail left, opted out: each call ends with an outcome your staff can see.
Opt-outs are honoured
An owner who asks not to be called is not called again for confirmations.
Polite hours
Calls go out at polite hours only, never early in the morning or late at night.
The same receptionist also answers your phone. Everything the AI in PetGrid does.
Questions clinics ask
Can my clinic use confirmation calls today?
Not yet. Confirmation calls are built, but no clinic has its phone line connected yet. If you would like to be one of the first, book a demo and say so.
Will owners know they are talking to an AI?
Yes. At the start of every call it says it is the clinic's AI assistant, before anything else.
Is it legal to call clients this way?
It is designed around the things calling rules usually ask for: it identifies itself and the clinic at the start of the call, calls only at polite hours, and honours an owner's request not to be called again. We cannot promise that it meets every rule that applies to your practice, and nothing here is legal advice. If you are unsure about your own obligations, ask your advisor.
What happens if nobody answers?
It leaves a short voicemail about the upcoming appointment, with no medical details in it, and the call shows as unanswered for your team to follow up if they want to.
What if the owner wants a different time?
It offers to put them through to your front desk to pick a new time, or to take a message so your team can call them back. Either way the request reaches a person.
Can an owner ask not to be called?
Yes. They can say so on the call, and they will not be called again for confirmations. Your team sees that they opted out.
What does it cost?
Confirmation calls are part of the AI Front Desk add-on, not a separate product. Its price is published on the pricing page, with a monthly allowance of phone minutes that the calls share with the receptionist, and it is free during the trial.
Be one of the first clinics it calls for
Confirmation calls are rolling out as clinics' phone lines are connected. Book a demo and we will show you where it stands.