Reminders and recalls that clients can answer
Tilly sends appointment reminders and vaccine and wellness recalls to clients who've agreed to hear from you. When they reply "can we do Thursday instead?", Tilly rebooks them. When someone cancels, Tilly offers the slot to your waitlist.
Updated
- Hi Jordan, this is Tilly, the AI assistant at Maple Street Animal Hospital. Reminder: Biscuit's vaccines are on Tuesday at 9:30 a.m. with Dr. Patel. Reply YES to confirm, or tell me if you need to change it. Reply STOP to opt out.10:02 a.m.
- Can we move it?10:15 a.m.
- Of course. I have Wednesday at 4:15 p.m. or Thursday at 2:15 p.m. with Dr. Patel. Which works better?10:15 a.m.
- Thursday 2:15 works10:17 a.m.
- Done. Biscuit's vaccines are now on Thursday at 2:15 p.m. with Dr. Patel. See you then!10:17 a.m.
Reminders that only go one way.
A reminder that says "call us to reschedule" sends the client back to a busy phone line. Tilly lets them sort it out in the same message.
How it works
Reminders.
48 hours and 2 hours before each appointment, by text, WhatsApp or an AI call, in the order you choose.
Recalls.
Vaccine and wellness reminders that are due in your PIMS become recall messages, sent ahead of the due date and followed up if there's no booking.
Replies handled.
Clients confirm, reschedule or cancel by replying. Tilly books the change in your PIMS.
Waitlist.
When a slot opens, Tilly offers it to waiting clients who match, holds it for 15 minutes for whoever says yes, and books it.
No-shows and lapsed clients.
A friendly follow-up after a missed appointment, and an optional message to clients you haven't seen in a while, only where they've agreed to marketing messages.
Example from our demo clinic
- Tilly
- Hi Jordan, this is Tilly, the AI assistant at Maple Street Animal Hospital. Reminder: Biscuit's vaccines are on Tuesday at 9:30 a.m. with Dr. Patel. Reply YES to confirm, or tell me if you need to change it. Reply STOP to opt out.
- Client
- Can we do Thursday at 2:15 instead?
- Tilly
- Done. Biscuit's vaccines are now on Thursday at 2:15 p.m. with Dr. Patel, and your Tuesday appointment is cancelled.
- Client
- Perfect, thanks!
Details
Consent first.
Tilly only contacts clients who've agreed to that channel and that kind of message, and keeps the evidence of each consent.Stop means stop.
Clients can opt out by replying STOP (or the equivalent in their language) and it takes effect immediately.Local rules built in.
Messages go out only within allowed hours in the client's time zone, with frequency limits by state. Numbers are checked against the Do Not Call registry before marketing contact.Calls that say what they are.
Reminder calls start: "Hi, this is Tilly, an automated AI assistant calling for Maple Street Animal Hospital." If voicemail picks up, Tilly leaves a short message.Your number, your name.
Reminder calls show your clinic's number, and your clinic name where carriers support it.Results you can see.
Each campaign shows messages sent, replies, bookings and opt-outs.
Your control
- Turn each campaign type on or off, per location.
- Choose channels, timing and wording within approved templates.
- Exclude services, species or clients.
- Pause everything with one switch.
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."
A reply that sounds like an emergency is handled like any urgent message.
Questions
Do reminder messages count against our plan?
Each text or WhatsApp message counts toward the 1,000 messages included per location each month. Answered reminder calls count as call minutes.
Do we need to collect consent ourselves?
Tilly asks for consent during calls and texts using approved wording and records it. Consent you already hold in your PIMS is used only where it's recorded as a clear opt-in for that channel and kind of message; a general "OK to contact" flag counts for appointment messages only.
Can we send marketing messages?
Only to clients who've agreed to marketing messages on that channel. Tilly checks before every send.
Does Tilly use our PIMS reminders?
Yes. Recalls come from the reminders due in your practice software, so you don't set them up twice.