A vet practice fields two completely different kinds of message through one channel, and the entire job is separating them fast. Most are routine. A few are not, and those cannot sit in a queue.
For most businesses the escalation rule is a convenience. For a vet it is the whole reason to be careful. Ingestion of a toxin, laboured breathing, collapse, seizure, trauma — these need a person within seconds, and an agent that answers them conversationally is actively dangerous. Every deployment starts by writing the list of things that bypass the agent entirely.
Nobody messages saying they have an emergency. They say the dog is off his food, or breathing funny, or ate a sock. The escalation rules have to be written in the words owners actually use rather than in clinical terms, which is unusual and worth spending time on.
Vaccination schedules, neutering prices, worming intervals, whether you take a particular pet insurer, what to bring to a first appointment. This is the volume, it is answerable from what you have already written, and it is what stops reception hearing the phone ring over it.
Write your emergency rules first. Free plan, no card needed.
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