# Booking into your PIMS Updated: 2026-10-07 · Canonical: https://tillyvet.com/features/appointment-booking 1. [Home](/) 2. /[Features](/features) 3. /Booking # Appointments booked straight into your practice software When a client calls to book, Tilly checks your real schedule, offers times that fit your rules, and books the appointment in your PIMS while they're still on the line. Then it texts them a confirmation. [Start free](/start) Updated October 7, 2026 app.us.tillyvet.com/inbox/cnv\_demo\_1 ![](/brand/tilly-logo-horizontal.svg) - Conversations - Tasks - Live calls - Reports - Settings Maple Street Animal HospitalDemo clinic — sample data Jordan Lee · Biscuit (dog) +1 •••• ••• 0134 · Voice · After hours · 2:14 · English Summary Jordan Lee called after hours to book vaccines for Biscuit (dog). Tilly booked Tuesday at 9:30 a.m. with Dr. Priya Shah in the practice software and sent a text confirmation. What Tilly did - Booked appointment: Biscuit — vaccines, Tue 9:30 a.m., Dr. Priya Shah - Text confirmation sent to +1 •••• ••• 0134 · delivered Booked Transcript · Recorded 1. Tilly · 00:00You've reached Maple Street Animal Hospital after hours. We open again tomorrow at 8:00 a.m. Hi, I'm Tilly, the AI assistant at Maple Street Animal Hospital. You can say 'person' at any time to reach the team. This call is recorded so the clinic can review it. If you'd prefer not to be recorded, just say so. How can I help you today? 2. Caller · 00:16Hi, it's Jordan Lee. I'd like to book Biscuit in for his vaccines. 3. Tilly · 00:21Thanks, Jordan. I can see Biscuit on your account. I have Tuesday at 9:30 a.m. or Wednesday at 4:15 p.m. with Dr. Shah. Which works better? 4. Caller · 00:33Tuesday at 9:30, please. 5. Tilly · 00:36You're booked: Biscuit, vaccines, Tuesday at 9:30 a.m. with Dr. Shah. Would you like a text confirmation? Demo clinic — sample data ## Booking calls are most of your calls. Vaccines, checkups, sick visits, rechecks. Each one takes a few minutes of someone's attention, and one that goes to voicemail may be booked somewhere else. Tilly takes those calls without making your team re-key anything. ## How Tilly books 1. 1 Recognises the client. Matches the caller's number to your client list and confirms who they are and which pet the visit is for. 2. 2 Finds the right appointment. Works out the service from what the caller says and checks your rules: which vets, which species, how far ahead, how long it takes. 3. 3 Offers two good options. "I have tomorrow, Tuesday, at 9:30 a.m. with Dr. Patel, or Thursday at 2:15 p.m. Which suits you?" Three options if the caller is flexible. 4. 4 Books and confirms. Checks the slot is still free in your PIMS at that moment, books it, and reads it back. 5. 5 Sends the confirmation. By text or WhatsApp, if the client agrees. A note about the call goes into the client record in your PIMS. Example from our demo clinic Tilly Hi, I'm Tilly, the AI assistant at Maple Street Animal Hospital. This call is recorded so the clinic can review it. If you'd prefer not to be recorded, just say so. How can I help you today? Caller Hi, Biscuit's due for his shots. Tilly Happy to help with that. Is this Jordan? … Thanks, Jordan. I have tomorrow, Tuesday, at 9:30 a.m. with Dr. Patel, or Thursday at 2:15 p.m. with Dr. Okafor. Which works better? Caller Tuesday's good. Tilly You're booked: vaccines for Biscuit, tomorrow, Tuesday, at 9:30 a.m. with Dr. Patel. Would you like a text confirmation to this number? Example from our demo clinic. Names are made up. ## The details that matter to your front desk - No double-booking. Tilly locks the slot, confirms it live in your PIMS and only then books. Two callers can't get the same time. - Reschedule and cancel. Clients can move or cancel by phone or text. Your cancellation policy is read out when it applies. - New clients. Tilly takes the owner's and pet's details, creates them in your PIMS, applies your new-client rules and texts a secure intake form. - Several pets, one call. Book two cats back to back in a single conversation. - Deposits. For services that need one, Tilly texts a secure payment link. Card numbers are never taken by phone. - Waitlist. If nothing suits, Tilly puts the client on the waitlist and offers them the next matching cancellation. - When your PIMS is down. Tilly keeps taking requests, creates a booking request task for your team and tells the caller the clinic will confirm by text. It catches up when your system is back. - Clear times. Times are spoken with the weekday ("tomorrow, Tuesday, at 9:30 a.m."). - Some appointments are always for your team. Tilly never books a euthanasia. A caller who asks is offered a person when someone on your team is available, or a priority callback, with no booking push. ## Your rules, applied every time - Choose which appointment types Tilly may book, and which ones become a request for your team instead. - Set lead times, how far ahead clients can book, daily limits, and limits by species ("no more than two rabbits a day", "no exotics on Mondays"). - Map each service to the vets who do it, with durations per species. - Test any rule with "test a booking" before it goes live. - No medical advice. Tilly never diagnoses, names medicines or doses, or suggests home remedies. - Emergencies go to a person. A possible emergency is passed to your team, or your emergency partner after hours, within seconds. - Always says it's an AI. Every call and message starts with "I'm Tilly, the AI assistant at your clinic." If a caller describes a possible emergency while booking, Tilly stops booking and gets them to a person. [Read how safety works →](/safety) ## Related features - [After-hours and overflow answering](/features/after-hours) - [Reminders, recalls and waitlist](/features/reminders) - [Integrations](/integrations) ## Questions ### Which practice software can Tilly book into? Shepherd, ezyVet, IDEXX Neo, Covetrus Pulse, IDEXX Cornerstone and Covetrus AVImark. See the integrations page for what each one supports. ### Can Tilly book with a specific vet? Yes. If the caller asks for a vet, Tilly offers that vet's times first. You decide which vets each service can be booked with. ### What if the client wants a time that isn't free? Tilly asks what would suit and searches again. If nothing fits, it offers the waitlist or passes a booking request to your team. ### Will bookings by Tilly look different in our PIMS? They appear as normal appointments of the right type, with the right client, pet and vet. A call note is added to the record, so your team can see Tilly made it. ### Can Tilly book surgeries or long procedures? Only if you allow it. Many clinics let Tilly book routine visits and pass surgery requests to the team as a task. Euthanasia is never booked by Tilly, whatever your settings. ## Book an appointment with our demo clinic [Start free](/start)