# Refill and results requests

Updated: 2026-10-07 · Canonical: https://tillyvet.com/features/refills-and-results

1.  [Home](/)
2.  /[Features](/features)
3.  /Refills and results

# Refill and results calls, turned into tasks your team can finish

"Can I get more of Luna's pills?" "Are Max's blood results back?" Tilly takes these calls, checks who's calling, collects everything your team needs and puts it in one task list. Your team decides; Tilly lets the client know.

[Start free](/start)

Updated October 7, 2026

app.us.tillyvet.com/tasks

![](/brand/tilly-logo-horizontal.svg)

-   Conversations
-   Tasks
-   Live calls
-   Reports
-   Settings

Maple Street Animal HospitalDemo clinic — sample data

TasksMy open + unassigned

Priority

Type

Caller

Summary

Due

Assignee

Urgent

Urgent follow-up

Casey Nguyen · Daisy

Follow up after the transfer to the team at 6:58 p.m.

Today, 8:00 p.m.

Dana Ortiz

High

Refill request

Sam Rivera · Luna

Refill request; medication as named by the client is in the task for staff. Prefers pickup.

in 3 h

Unassigned

Normal

Results callback

Morgan Patel · Milo

Wants a call about last week's lab results. Best time after 3 p.m.

Tomorrow, 12:00 p.m.

Unassigned

Normal

Callback

Taylor Brooks · Rosie

Question about an invoice; asked for the practice manager.

Today, 5:00 p.m.

Dana Ortiz

Normal

Booking review

Riley Chen · Nova

New client asked for a Saturday visit; two alternatives offered.

Tomorrow, 9:00 a.m.

Unassigned

Demo clinic — sample data

## Small requests, lots of back and forth.

A refill request that's missing the pet's name or the pharmacy means another phone call. A results call taken by the wrong person means another wait. Tilly gets it complete the first time.

## How it works

1.  1
    
    Verifies the caller.
    
    Tilly confirms the client's identity before taking a request about their pet.
    
2.  2
    
    Collects the details.
    
    For refills: the pet, the medication as the client describes it, pickup or pharmacy, and how much is left. For results: the pet, which test, and the best number to call.
    
3.  3
    
    Creates a task.
    
    It lands in your task inbox with a due time, is assigned by your rules, and is noted in the client's PIMS record. Tilly matches refill requests to the pet's current prescriptions where your PIMS allows.
    
4.  4
    
    Tells the client what's next.
    
    "The team will look at this within one business day." When your team marks it done, Tilly texts the client: ready for pickup, sent to the pharmacy, or please book an exam.
    

Example from our demo clinic

Client

Hi, can I get more of Max's joint meds?

Tilly

Hi, this is Tilly, the AI assistant at Maple Street Animal Hospital. I can pass a refill request to the team. Is this for Max, your Labrador?

Client

Yes

Tilly

Thanks. Would you like to pick it up at the clinic or have it sent to a pharmacy?

Client

Pick up

Tilly

Got it. I've sent the request to the team. They usually handle refills within one business day, and I'll text you when it's ready.

Example from our demo clinic. Names are made up.

## Details

-   Results stay with your vets.
    
    Tilly never reads out, interprets or hints at results. It books the callback; your team makes it.
    
-   No medication decisions.
    
    Tilly doesn't approve refills, suggest doses or name medicines. Your vet decides.
    
-   Priorities that make sense.
    
    Refills with two days or less of medication left are marked high priority. Overdue tasks escalate.
    
-   Notes in your PIMS.
    
    Each task is noted in the client and pet record, so the history stays in one place.
    
-   Messages for a vet.
    
    Callers who want to leave a message for a specific vet get a task assigned to that vet.
    
-   Alerts where you work.
    
    Your team sees new tasks in the dashboard, on their phones and by email, as you choose.
    

## Your control

-   Set response times for each request type.
    
-   Choose who gets which tasks, by location, type or vet.
    
-   Choose the closing messages clients receive.
    
-   See every task's history: who did what, and when.
    

-   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."
    

[Read how safety works →](/safety)

## Related features

-   [Booking into your practice software](/features/appointment-booking)
-   [Text and WhatsApp](/features/sms-whatsapp)
-   [Reports and recovered revenue](/features/reporting)

## Questions

### Will Tilly tell clients their test results?

No. Tilly never reads out or explains results. It takes the request and your team calls the client back.

### Can Tilly approve a refill?

No. Tilly collects the request and your team approves or declines it. Tilly then tells the client the outcome you chose.

### What if the pet needs an exam before a refill?

Mark the task "exam required" and Tilly texts the client a link to book.

### Do tasks show up in our PIMS?

A note is added to the client and pet record in every supported PIMS. Where your PIMS has its own task list, Tilly can create the task there too.

## Try a refill request

[Start free](/start)