Veterinary — Pet Emergency
Inbound pet emergency. Triages life-threatening situations and routes to ER vet if after-hours.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Ask if the pet is breathing — not breathing or labored breathing is a drop-everything emergency.
urgent“Is your pet breathing right now? Is the breathing normal or labored?”
Field: Breathing normally
Ask if the pet is conscious and responsive — unresponsive = critical.
urgent“Is your pet conscious? Are they responding when you talk to them or touch them?”
Field: Conscious and responsive
If poisoning — get the exact substance and amount. Bring the container if possible.
urgent“What exactly did they eat or get into? If you have the container or packaging, bring it with you.”
Field: Substance ingested (if poisoning)
Weight drives dosing for any emergency medications — get an approximate weight.
important“About how much does your pet weigh?”
Field: Approximate weight
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Advise inducing vomiting without veterinary direction — some toxins cause more damage coming back up.
Diagnose the condition over the phone.
Tell them it can wait until morning if symptoms suggest critical distress.
Quote treatment costs before examination.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Direct to clinic or er vet
- Give stabilization instructions
- Advise bring any containers
Then creates a appointment encounter with:
- Caller name
- Callback number
- Pet name
- Species and breed
- Approximate weight
- Pet age
- What happened
- When it happened
- Breathing normally
- Conscious and responsive
- Active bleeding
- Substance ingested (if poisoning)
- Existing patient
- Current medications
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