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Veterinary clinic phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A vet clinic phone rings during surgery, during exams and during lunch. One caller has a puppy that ate something strange, another wants a vaccine reminder, and the person answering has to tell them apart in seconds. A written script makes that easy. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Which animals you see, your hours, who is the on-call or emergency partner for after hours, how you handle walk-ins, and which signs mean the caller should be told to come in or go to an emergency hospital right away.

Keep one rule at the top. The person on the phone does not diagnose and does not give medical advice. Their job is to sort the call, collect details and send the caller to the right next step. Your veterinarians write the list of urgent signs.

1. Greeting

> "Thank you for calling [Clinic Name], this is [Name]. Is your pet having an emergency, or can I help you with something else?"

Asking about an emergency first sends urgent calls down the right path from the first sentence.

After hours, say so and stay useful.

> "Thank you for calling [Clinic Name]. We are closed right now and open again [Day] at [Time]. If your pet is having an emergency, tell me what is happening and I will tell you where to go."

2. Emergency triage

Use the list your veterinarians approve. Typical items clinics often include are trouble breathing, a pet hit by a car, a seizure, heavy bleeding, collapse, a possible poisoning or something swallowed that should not be, and a swollen or painful belly. Check your own list before using any of these.

> "Can you tell me what happened and when it started?"

> "What kind of pet is it, and about how old?"

> "Is your pet awake and breathing normally right now?"

If a call matches your urgent list, the person answering does not keep asking questions. They tell the caller what to do next.

> "That sounds like something our veterinarian should see right away. Please bring [Pet Name] in now, or go to [Emergency Hospital] if we are closed. I am letting the team know you are coming."

Your clinic decides who gets alerted and how. Write it down once so every call follows it.

3. Collect the basics

> "Can I have your name and the best number to reach you?"

> "What is your pet's name, and what kind of animal is it?"

> "Is [Pet Name] already a patient with us?"

4. New patients

> "Welcome. We would be glad to meet [Pet Name]. A few quick questions so we can set up the visit."

> "What is the breed and age?"

> "Is this a check-up, vaccines, a health concern or a first visit after a move?"

> "Do you have any records from a previous clinic you can bring?"

Say what to bring, such as records and any current medicines.

5. Existing patients

> "Of course. What is your name and your pet's name?"

> "Is this a follow-up, a new problem, a refill or a question for the veterinarian?"

For a refill or a medical question, do not answer it yourself.

> "I will pass this to [Staff Member] and they will call you back by [time]. Is this the best number?"

6. Booking

> "I can see [Pet Name] on [Day] at [Time] or [Day] at [Time]. Which works better?"

> "Let me repeat that. [Pet Name] on [Day] at [Time] with [Veterinarian]. Is that right?"

7. Price questions

> "The cost depends on what [Pet Name] needs. For a regular visit I can tell you our exam fee, and the veterinarian will explain any other costs before they start."

Only quote from your approved fee list. Never promise the total for treatment over the phone.

8. Sad or difficult calls

Some calls are about an elderly pet or a pet that has died. Use a quiet, slow voice and your own approved wording.

> "I am so sorry. Let me find the right person to help you, and I will make sure they call you today."

9. Goodbye

> "Thank you for calling, [Name]. [Pet Name] is booked for [Day] at [Time]. If anything changes before then, call us at [number], and if it turns into an emergency, call us or go to [Emergency Hospital] right away."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that picks up while your team is in an exam room, at lunch and after closing.

Start with the call flow. Paste the greeting, then add the questions in order: emergency check, contact details, pet details, reason for the visit and booking. Set the urgent signs from your veterinarians as a branch that tells the caller where to go and sends an alert to your on-call staff.

Then add a knowledge base with your hours, animals you see, new patient steps, fee list for exams and your emergency partner details. InfiVoice answers from that content instead of guessing. Connect your calendar so appointments land in the right slot.

Finally, test by calling it. Try an urgent call, a new puppy, a refill request, a price question and a caller who is upset. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a receptionist ask when someone calls a vet clinic?

Whether it is an emergency, the owner's name and number, the pet's name and species, and the reason for the call. Then offer a time or pass the call to the right person.

Should the person answering give medical advice?

No. They sort the call, collect details and send the caller to the veterinarian or to an emergency hospital according to your clinic's own list.

Can an AI voice agent handle an emergency call?

It can ask the first emergency question, tell the caller where to go based on the rules you set and alert your on-call team. Veterinarians should write those rules, and it does not give medical advice.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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