Live Call Transfer to Your Own Team
Some calls need a human. PupPilot's AI warm-transfers live calls to your clinic staff with a context briefing modal — caller info, patient, reason for the call, chart context — so your team starts the conversation already prepared. Plus customizable escalation rules for emergencies, urgent hours, after-hours, and VIP clients.
Warm Handoff to Your Clinic Staff
Some calls require a human — a clinical question that needs a vet tech's judgment, a billing dispute that needs the office manager, a long-time client who only wants to talk to someone they know. PupPilot's Live Call Transfer hands these calls off live to your own team with a warm handoff: a modal pops up showing who's calling, why, and the chart context the AI gathered. Your staff doesn't restart the conversation — they continue it. Included in PupPilot Full Service at no additional cost.
- Warm handoff with caller and chart context delivered before pickup
- Escalation rules for emergencies, urgent hours, and after-hours
- Fully customizable transfer logic per clinic
A Modal Pops Up Before Your Team Picks Up
When PupPilot transfers a call to your team, it doesn't just hand off the audio — it hands off the context. A modal appears on the receiving staff member's screen with the caller's name, the patient, the reason for the call, the chart context the AI gathered, and any urgency flags. By the time your CSR picks up, they already know what the call is about. Callers don't repeat themselves. Staff don't fumble for the chart. The conversation continues where the AI left off.
Escalation Rules That Match Your Clinic's Day
Real clinical decisions don't follow a 9-to-5 schedule. PupPilot's escalation logic identifies urgent and emergent calls and routes them based on time and severity. A chocolate ingestion at 2 PM goes straight to a vet tech. A post-op concern at 7 PM pages the on-call vet. A routine refill request at 11 PM gets queued for the morning. Each clinic configures the rules — regular business hours, urgent hours, after-hours coverage if you want it — and the AI follows them.
Fully Customizable Transfer Logic
Different clinics need different rules. Some want every clinical question routed to a tech. Others want the front desk to handle pricing questions and the office manager to handle billing reconciliations. Some flag specific VIP clients to always reach a known staff member. PupPilot's transfer logic supports all of it — by call type, by content of what the caller says, by chart flags, by time of day, by urgency. You set the rules. The AI executes them on every call.
We used to lose clients after hours when they went to voicemail. Now every single call gets answered with actual medical context. Our clients are thrilled about the experience.
See How It Fits with Full Service Coverage
Live Call Transfer is part of PupPilot Full Service ($125 per doctor per month) — alongside chart-aware AI on every call, 24/7 coverage, prescription refill automation, and emergency triage. Same chart-aware AI handles routine calls itself; Live Call Transfer brings your team in when a human is the right answer.
See Full ServiceCommon Questions About Live Call Transfer
How is this different from other AI receptionists' 'live agent' handoffs?
Most AI receptionists with a 'live agent' option route the caller to outsourced staff employed by the AI vendor — agents who don't know your clinic, your patients, or your protocols. PupPilot's Live Call Transfer routes calls to your own clinic staff who already know the patient, the chart, and the context. No third party. No per-call fees. The handoff stays in-house.
Does the AI brief my staff before the transfer?
Yes — every transfer is a warm handoff. A modal pops up on the receiving staff member's screen with the caller's name, the patient, the reason for the call, any chart context the AI gathered, and urgency flags. By the time your team picks up, they already know what the conversation is about. Callers don't repeat themselves.
Can I customize when the AI transfers a call?
Fully. PupPilot's transfer logic is configurable per clinic — by call type (clinical questions to a tech, billing to the office manager), by content of what the caller says, by urgency or emergency triggers, by time of day (regular hours, urgent hours, after-hours), and by chart flags (VIP clients, high-touch cases). You set the rules and the AI executes them on every call.
Does live transfer work after-hours?
Yes — if you've configured your on-call vet or after-hours team to receive transfers. The escalation logic identifies urgent and emergent calls and routes them based on your protocol. If your clinic prefers paging instead of live transfer after-hours, the AI sends a structured summary to the on-call team and gives the caller real-time guidance while they wait.
Is Live Call Transfer an extra cost?
No. Live Call Transfer is included in PupPilot Full Service at $125 per doctor per month. There are no per-transfer charges, no minute caps, and no added fees. Configure as many transfer rules as your clinic needs.
What happens if no one is available to take the transfer?
PupPilot falls back to your clinic's standard escalation pattern. That can be: page the on-call team with a structured summary, take a detailed message and queue it for tomorrow, schedule a callback at the caller's preferred time, or — for true emergencies — direct the caller to the nearest 24-hour ER while sending the receiving clinic a structured handoff. You configure the fallback rules just like you configure the transfer rules.