Frequently Asked Questions

PupPilot is an AI-powered front office built specifically for veterinary clinics. It answers your phones with natural voice AI, reads patient medical records in real time, schedules appointments, triages emergencies, and makes proactive outbound follow-up calls — all 24 hours a day, 7 days a week, without any staff intervention required.

PupPilot integrates directly with your practice information management system (PIMS). When a call comes in, the AI answers naturally, identifies the caller and their pet, pulls up the relevant medical records, and handles the request — whether that is scheduling an appointment, answering a medication question, processing a refill request, or triaging an urgent concern. The entire conversation happens in real time with full clinical context.

PupPilot is phone-first. It answers actual phone calls using natural voice AI — not a chatbot, not an IVR phone tree, and not a text-based system. Callers speak naturally and PupPilot responds in real time with the same kind of knowledgeable, personalized service your best front desk team member would provide.

No. PupPilot is designed to work alongside your team, not replace them. It handles phone overflow during busy periods, covers after-hours calls, and takes care of routine requests like appointment scheduling and medication refills so your staff can focus on the patients and clients in front of them. Think of it as adding a highly capable team member who never takes a day off.

PupPilot plans are sized to your clinic, and every plan includes a full, unlimited phone plan — unlimited inbound and outbound calling, unlimited business texting, fax, number porting, and professional desk phones. Every clinic starts with a one-week free trial after its config call.

Yes. Every clinic starts with a free 1-week trial right after its config call with our medical team. Book the config call at puppilot.co/demo.

Every PupPilot plan includes everything listed at puppilot.co/pricing. The phone system itself — business phone service, unlimited inbound and outbound calling, unlimited business texting, email, fax, number porting and professional desk phones. The AI front office on every line, booking into your practice management system. The shared inbox your team works from, with your clients and patients alongside every conversation. And the outreach that follows — reminders, follow-up calls and recalls.

PupPilot integrates with major veterinary PIMS platforms. Our integration goes beyond surface-level data syncing — PupPilot reads and writes to your system in real time, accessing patient records, medication histories, lab results, and appointment schedules during live calls. Visit our integrations page at puppilot.co/product/integrations for the full list of supported systems.

Most clinics are fully operational with PupPilot within a few days. Our onboarding team handles the PIMS integration, configures your call routing, and trains the AI on your specific clinic protocols and preferences. We test everything thoroughly before going live to ensure a seamless transition.

No. PupPilot works with your existing phone number and phone system. Calls are routed through PupPilot transparently — your clients call the same number they always have, and the experience is seamless.

Yes. PupPilot supports multi-location veterinary practices with location-specific configurations, separate PIMS integrations, and individualized call handling protocols for each clinic. Each location can have its own scheduling rules, doctor availability, and triage protocols.

Yes. PupPilot evaluates symptoms described by the caller, cross-references them with the patient's weight, breed, age, and medical history, provides immediate guidance, and routes the call to your on-call veterinarian with full context — including a summary of the conversation and relevant medical records. This means your vet gets critical information before they even pick up the phone.

Yes. PupPilot proactively calls clients to remind them about overdue vaccinations, confirm upcoming appointments, follow up on post-surgical recovery, check in after medication changes, and re-engage lapsed patients who have not visited in over a year. Every outbound call references the patient's actual medical record for personalized, accurate conversations.

PupPilot was purpose-built for veterinary medicine. It understands drug names and dosages, breed-specific conditions, vaccination protocols, common symptom presentations, triage logic, and the actual workflows your front desk uses every day. Combined with real-time access to each patient's chart, this means PupPilot can handle the vast majority of routine clinical questions without transferring to staff.

If a call requires human judgment or falls outside PupPilot's capabilities, it seamlessly transfers the caller to your staff — or, if no one is available, takes a detailed message that includes the full conversation transcript and relevant patient context. Your team never has to start from scratch when following up on a transferred call.

Yes. PupPilot is fully HIPAA compliant. We provide a signed Business Associate Agreement (BAA) to every clinic and maintain strict data security protocols including encryption at rest and in transit, access controls, audit logging, and regular security assessments.

All data is stored in secure, encrypted cloud infrastructure with SOC 2 compliant hosting providers. Data is encrypted both at rest and in transit. We follow industry best practices for data protection and regularly audit our security posture.

Only authorized staff members at your practice can access call recordings, transcripts, and patient interaction data. Access is controlled through role-based permissions that you configure. PupPilot never shares your clinic data with third parties or uses it for purposes other than providing your service.

The easiest way to get started is to book a config call with our medical team at puppilot.co/demo. They set PupPilot up for your clinic on the call, show you real call scenarios and answer your questions, and your free trial starts right after.