AI-powered calls let your practice phone clients automatically to chase a missed booking, follow up after an appointment, or remind a client of a visit they've already booked. Instead of a receptionist working through a call list, an AI agent rings the client during business hours, introduces itself as a representative of your clinic, talks them through the appointment they need, and tries to confirm a booking — leaving you a recording, a transcript, and a one-paragraph summary for every attempt.

💡 In short: Pick a client (or a list of clients) and a visit type, and Lupa places an AI phone call that aims to book the appointment for you. Every attempt is logged in Communications with a status, a recording, an AI summary, and the full transcript.

⚠️ Use AI calls to fill gaps in the diary, not to handle clinical conversations. The AI is a front-desk assistant — it introduces the practice, discusses the appointment type you've chosen, and tries to book. It will not give clinical advice, triage symptoms, or replace a vet or nurse on the phone.

📍 AI calls are a paid add-on. The option only appears in your store if your team has enabled the AI Front Desk feature for that location. If you don't see AI Front Desk Call in the Message dropdown or AI Call Campaign in the campaign type picker, contact your Lupa account manager to switch it on.

There are two ways to launch an AI call. Use the path that matches the situation.

Use this when you want to ring a single client about a specific pet and visit type — for example, a missed annual booster.

💡 The footer of the dialog reads "By clicking Create, the AI Call for {client} will be scheduled to start immediately." That's your final confirmation — the dial happens as soon as you press Create.

Use this when you want to phone a whole audience — for example, every owner of a dog overdue for a kennel cough booster.

Every AI call follows the same three-step flow. The Flow Preview card you see when creating the call mirrors this:

A single call lasts up to 20 minutes. The AI will end gracefully if the client asks to be transferred, says they don't want to book, or ends the conversation themselves.

If a call fails or the client doesn't pick up, Lupa automatically retries — up to 3 attempts in total (the first call plus 2 retries). Each attempt is logged separately so you can see exactly what happened on each try. Retries also stay within business hours.

🔒 Every call is recorded and transcribed. The recording, transcript and one-paragraph AI summary are stored against the communication record so anyone with access to the client's communications log can review what was said. Make sure your team is happy with this before launching calls.

After a call (or any retry), the result is saved to the Communications log. Open it from Marketing › Communications for the whole practice, or from the Communications section of any client's profile to see only their calls. In the table you'll see one row per AI call communication, with Method = AI Call and a status of Sent, Success or Failed. Click any row to open the Communication Details dialog.

The left panel gives you the headline of the communication.

The right panel is one tab per attempt. Each tab is labelled Attempt 1 [HH:mm], Attempt 2 [HH:mm], etc., with a small status icon — green tick for completed, yellow exclamation for no answer, red cross for failed. For the selected attempt you'll see:

💡 If the attempt didn't connect (No Answer or Failed), there's no transcript or recording for that attempt — the panel shows "No transcript available" with a short explanation. Switch to a different attempt tab if a later retry was successful.

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Up to 3 attempts in total — the first call plus 2 automatic retries. Once all attempts are exhausted, the subject changes to "AI Call - Booking Request (Failed after 3 attempts)" and no further retries are made for that communication.

Only between 08:00 and 20:00 in your store's timezone. Anything you launch outside those hours waits until the next business window — clients aren't woken up at midnight.

The AI introduces itself as a representative from your clinic and explains the purpose of the call. We recommend being transparent with clients about your use of AI calls — for example, mentioning it on your website or in pre-call SMS reminders — so they aren't surprised.

The AI handles the conversation and confirms the appointment with the client. Treat the recording, transcript and AI summary as the source of truth for what was agreed — your team should still review the call and create or adjust the appointment in the diary based on the outcome.

Yes — open the communication record, pick the attempt tab you want, and click Download Recording. Recordings are stored against the communication for as long as Lupa keeps the record.

AI calls are a paid feature that has to be turned on for your store. If neither the AI Front Desk Call option in the Message dropdown nor the AI Call Campaign card in the campaign type picker appears, your store doesn't have the feature enabled — speak to your Lupa account manager.

No. The AI's introduction, booking flow and confirmation are scripted by Lupa and tuned to your clinic's details — you select the Appointment Type and the audience; everything else is handled by the AI. If a recording highlights something the AI should be saying differently, raise it with your account manager so it can be addressed centrally.