Intake & scheduling
Handle intake from first contact through booking, forms, records, payments, and follow-up in one workflow.
The Operations Agent Your Clinic Can Depend On
Hilus powers your veterinary operations end-to-end with voice- and chat-driven automation, syncing directly with your PIMS
90%
less time on simple tasks
24/7
AI Response
0%
Missed calls
Workflow-driven care operations
One powerful assistant across your clinic's workflows
Manage communication, records, prescriptions, payments, forms, and more with a single system
Communication & triage
Route calls, texts, and messages with full context, urgency, and next steps so the right team can act immediately.
Records & document workflows
Turn uploads, external records, and forms into structured data—extracting key information directly into your PIMS.
Ongoing care & fulfillment
Manage reminders, prescription refills, approvals, and care follow-through in one system.
See Hilus Handle Real Scenarios
Toggle through to see how practices are using Hilus
Staff requested two refills; Hilus ran compliance checks internally, queued the eligible one, and blocked the other per clinic policy.
Internal staff chat started
Staff
Can you pull all active prescriptions for Jasper on Maya Carter's account?
AI
Pulling Jasper's active Rx now.
AI
import tools Success
Input
namespace evet_practice_pims
Output
status loaded
toolset evet_practice_pims
tools available search_client|get_prescription_history|check_refill_eligibility|check_vcpr_compliance
AI
Looking up Maya Carter / Jasper. search_client
AI
evet practice pims search client Success
Input
full name Maya Carter
pet name Jasper
limit 3
load full true
Output
client key b666eb20...
first name Maya
last name Carter
email maya.c@examplemail.com
number +12025550167
is sms enabled false
is default true
line1 1142 Maple Ridge Ave
city San Diego
state or province CA
zip 92119
country US
is active true
patients
| patient_id | name | is_active |
|---|---|---|
| 3396341 | Jasper | yes |
| 3396342 | Luna | yes |
visits
| visit_id | visit_type | description | patient | start | end |
|---|---|---|---|---|---|
| 18688354 | Surgery / Dental (HC) | Harborview Veterinary Specialty Hospital - Hillcrest feeding tube placement | Jasper | 1/8/2026 12:00 PM | 1/8/2026 1:00 PM |
| 18663315 | Specialist Surgery/Procedure (HC) | Harborview Veterinary Specialty Hospital - Hillcrest fracture repair | Jasper | 1/7/2026 2:00 PM | 1/7/2026 2:30 PM |
AI
Found Jasper. Pulling prescription history. get_prescription_history
AI
evet practice pims get prescription history Success
Input
patient 3396341
Output
code GabapentinOral
medication name Gabapentin Oral Liquid (50mg/ml) per ml
dvm required true
category analgesic
controlled true
more fields +1 more fields
type exam
name exam, wellness, annual exam, sick, recheck
recency days 365
met true
matched on Pre-Anesthetic Exam--General Surgery
matched date 1/8/2026 1:22 PM
more fields +1 more fields
code LactuloseSol
medication name Lactulose Solution
entries
| prescription_id | start_date | doctor | name | quantity | refills_remaining | prescription_age |
|---|---|---|---|---|---|---|
| 125800408 | 2/9/2026 | Rajesh Patel, D.V.M. | Gabapentin Oral Liquid (50mg/ml) per ml | 50 mL | 2 | 1 month 8 days |
entries
| prescription_id | start_date | doctor | name | quantity | refills_remaining | prescription_age |
|---|---|---|---|---|---|---|
| 125114880 | 1/14/2026 | Carmen Gonzalez, D.V.M. | Lactulose Solution | 120 mL | 1 | 1 month 24 days |
AI
Jasper has these active/most recent Rx on file get_prescription_history : Gabapentin oral liquid and Lactulose solution.
Staff
Please refill Lactulose and Gabapentin.
Internal checks (not sent to client): validating refill eligibility, VCPR, last visit, lab requirements, interaction risk, and clinic policy gates
AI
check refill eligibility Success
Input
prescription id 125114880
Output
is eligible true
refills remaining 1
expiration date 2026-07-14
last filled date 2026-01-14
earliest refill date 2026-02-11
get last visit Success
Input
patient id 3396341
Output
visit date 2026-01-08
veterinarian name Melinda Benitez, D.V.M.
reason Pre-Anesthetic Exam--General Surgery
check vcpr compliance Success
Input
patient id 3396341
medication name Lactulose Solution
Output
vcpr compliant true
last exam date 2026-01-08
compliance window days 365
check lab requirements Success
Input
patient id 3396341
medication name Lactulose Solution
Output
labs required false
required labs none
check medication interactions Success
Input
patient id 3396341
proposed medication Lactulose Solution
Output
interaction risk none
safe to dispense true
generate qualified refill task Success
Input
patient id 3396341
prescription id 125114880
request source staff_chat
Output
task id RFT-12091
task type prescription_refill_fully_qualified
assignment queue pharmacy_ready
recommended pickup date 2026-03-19
AI
Lactulose passed all checks check_refill_eligibility and is now queued in the pharmacy-ready task list generate_qualified_refill_task as a fully qualified refill task.
AI
check refill eligibility Success
Input
prescription id 125800408
Output
is eligible false
refills remaining 2
block reason controlled_medication_dvm_required
check clinic policy gate Success
Input
patient id 3396341
prescription id 125800408
Output
policy gate blocked
policy reason controlled_medications_require_dvm_signoff_before_dispense
create dvm approval task Success
Input
patient id 3396341
prescription id 125800408
assigned to Rajesh Patel, D.V.M.
Output
approval task id APR-7721
status pending_dvm_review
escalation sla hours 24
AI
Gabapentin cannot be auto-queued. Clinic policy requires DVM sign-off check_clinic_policy_gate for this controlled medication, so I created an approval task for Dr. Patel. create_dvm_approval_task
Staff
Ok thanks. Notify me when approved.
Internal staff chat completed - Duration: 2 minutes 21 seconds
Outcome: Two refill requests handled in one workflow: Lactulose passed compliance checks and was queued to execute as a fully qualified task; Gabapentin failed a clinic policy gate and was routed to DVM approval.
New client wanted to get established and booked quickly; Hilus created profiles, organized outside records into PIMS, collected the deposit, and confirmed the appointment.
Web intake chat started by new client
Client
Hi, I'd like to book a checkup for my dog Mochi.
AI
Happy to help. Can I get your name first?
Client
Jamie Chen.
AI
lookup client by name Success
Input
owner name Jamie Chen
patient name Mochi
match mode exact_then_fuzzy
Output
match found false
owner id null
patient id null
AI
It looks like you might be new. Have you been to Harborview Veterinary Family Clinic before?
Client
No, I haven't.
AI
Not a problem. Can you tell me about Mochi? How old and what kind of dog?
Client
She's a 3-year-old cavapoo.
AI
Perfect. Is this mainly a routine checkup, or is there anything specific you want the doctor to look at?
Client
Mostly a checkup, but she's been sneezing a lot lately.
AI
check emergency routing criteria Success
Input
species Canine
symptoms ["sneezing"]
duration recent
red flags checked ["respi...
Output
route to emergency false
triage level routine_soon
policy rule applied respiratory_red_flag_gate
AI
Thanks for sharing that. I'll flag it for the doctor.
Client
My old vet thought she might have allergies. Actually, I have old records and a summary from an urgent care visit. Should I bring them to the appointment?
AI
You can upload both now Records Intake Protocol and I'll attach and organize them in Mochi's chart before your visit.
Files uploaded: Mochi_full_history.pdf (46 pages), UrgentCare_visit_summary.pdf (1 page)
AI
create client profile Success
Input
owner name Jamie Chen
phone number +1-555-0708
Output
client id C-9022
owner name Jamie Chen
account status active
create patient profile Success
Input
client id C-9022
patient name Mochi
species Canine
breed Cavapoo
age years 3
Output
patient id P-11042
patient name Mochi
profile status created
add clinical notes Success
Input
patient id P-11042
note text Owner reports recent sneezing episodes. Please assess for allergic rhinitis/environmental triggers at intake exam.
note type pre_visit_info
Output
note id N-11042A
timestamp 2025-01-10 09:12:00
ingest uploaded records Success
Input
patient id P-11042
files ["Mochi...
Output
import status completed
documents indexed 2
pages processed 47
format and upload records to pims Success
Input
patient id P-11042
source documents ["Mochi...
Output
upload status completed
pims chart id CH-11042
formatted sections Owner Profile | Patient Demographics | Vaccine History | Problem List | Medication List | Allergy Notes | Visit Timeline
mapped entries 31
duplicates merged 6
review flags none
owner name Jamie Chen
owner phone +1-555-0708
owner address 2841 Harbor Glen Dr, San Diego, CA 92123
patient name Mochi
species breed Canine, Cavapoo
vaccines Rabies (current), DHPP (current), Bordetella (last given 2024-08-11)
past visits 2024-03-18 annual wellness, 2024-10-02 urgent care respiratory irritation
active medications none
known allergies seasonal environmental allergy (owner-reported)
more fields +8 more fields
AI
Thanks — records are uploaded and organized PIMS Upload Engine in Mochi's chart.
AI
get appointment slots Success
Input
start date 2025-01-13
end date 2025-01-15
appointment type new_pat...
duration minutes 40
Output
available times Tuesday 11:00 AM | Thursday 2:30 PM
veterinarian name Dr. Kim
appointment slot id ['slot_tue_1100_new', 'slot_thu_1430_new']
AI
Let's get you scheduled. We currently have Tuesday at 11:00 AM or Thursday at 2:30 PM. get_appointment_slots Which works better?
Client
Thursday at 2:30 works.
AI
Perfect. You'll be seeing Dr. Kim. get_appointment_slots The new patient wellness exam is $95, and the required deposit is $35. PRACTICE POLICIES Do you want to pay the deposit now?
Client
Yes, let's pay now.
AI
create stripe deposit link Success
Input
client id C-9022
patient id P-11042
appointment type new_pat...
amount usd 35
Output
payment link id PAY-5510
provider Stripe
payment url https://pay.stripe.com/test_5510Mochi
status sent
expires at 2025-01-13T23:59:59Z
AI
Great — here is your secure Stripe link: https://pay.stripe.com/test_5510Mochi.
Client
Paid.
AI
verify payment status Success
Input
payment link id PAY-5510
Output
payment status succeeded
amount usd 35
payment method card
receipt id rcpt_22Mochi5510
schedule appointment Success
Input
patient id P-11042
appointment slot id slot_thu_1430_new
reason New patient setup and wellness exam
Output
appointment id A-7724
confirmation number NP-7724
scheduled date Thursday
scheduled time 2:30 PM
veterinarian name Dr. Kim
generate shareable form link Success
Input
form template new_patient_intake
client id C-9022
patient id P-11042
prefill fields ["owner...
source uploade...
delivery channel sms
Output
form link id FORM-NP-7724
share url https://forms.hilus.ai/f/new_patient_intake?token=FORM-NP-7724
prefill status applied
delivery status sent_via_sms
AI
Got it — your deposit came through. Mochi is now booked for Thursday at 2:30 PM. You'll receive a confirmation and intake form shortly.
Client
Perfect, thanks so much.
AI
Happy to help — we'll see you and Mochi on Thursday.
Chat completed - Duration: 3 minutes 11 seconds
Outcome: New client intake completed end-to-end: profile creation, multi-document records normalized and uploaded into structured PIMS chart sections, secure Stripe deposit capture, and confirmed booking with intake follow-up.
Clinic needed ER records imported cleanly; Hilus parsed uploaded files, extracted and deduplicated key clinical data, wrote structured updates into PIMS, and generated a doctor-ready summary.
Clinic staff chat started
Staff
We just got some ER records for Luna following her visit yesterday. Can you push everything cleanly into the PIMS?
System: 4 ER files uploaded (discharge summary, treatment sheet, urgent-care labs, handwritten follow-up scan)
AI
Absolutely. I’ll parse all documents.
System: extraction plan running — parse all files, extract vaccines/medications/problems/history, deduplicate overlaps, write structured data into PIMS, and generate a doctor-ready summary
AI
lookup patient by name Success
Input
pet name Luna
owner last name Rodriguez
species Canine
Output
patient id 34567
patient name Luna
species Canine
breed Border Collie
age 4
owner name Michael Rodriguez
owner id 1203
phone number +1-555-0892
ingest uploaded records Success
Input
patient id 34567
files ["VetEm...
source channel email_a...
Output
ingestion status completed
documents indexed 4
pages processed 21
attachments linked to patient true
parse external medical documents Success
Input
patient id 34567
documents ["VetEm...
Output
parse status completed
text blocks extracted 167
tables extracted 7
handwritten note detected true
confidence score 0.96
extract structured medical entities Success
Input
patient id 34567
entity groups ["vacci...
Output
vaccines Rabies 3yr (given 2024-09-12), DHPP (given 2024-09-12), Leptospirosis (given 2024-09-12)
medications Levetiracetam 500mg PO q8h x 5 days, Midazolam intranasal rescue kit PRN seizure >2 min
problems generalized tonic-clonic seizure episode, post-ictal disorientation, mild dehydration
history first documented seizure at home, ER stabilization with IV fluids, neurology follow-up recommended
deduplicate medical entities Success
Input
patient id 34567
dedupe scope ["vacci...
match strategy semanti...
Output
dedupe status completed
duplicate candidates 7
merged 5
preserved as distinct 2
audit log id DED-7712
AI
Flagging one item for your team: the scanned handwritten note says Luna should have a 48-hour in-clinic neuro recheck and home seizure log review. Should I queue that up?
Staff
Yes, good catch — we need to review that and follow up.
AI
Quick update: extraction is done and duplicates are resolved. I found overlapping vaccine lines across the ER packet and owner sheet and merged them safely. PIMS Upload Engine I also separated current seizure meds from historical meds PIMS Upload Engine so the active list stays clean.
AI
upsert structured chart to pims Success
Input
patient id 34567
sections ["vacci...
write mode merge_w...
Output
write status completed
pims chart id CH-34567
vaccine entries upserted 3
medication entries upserted 2
problem entries upserted 3
history events upserted 4
generate external record summary Success
Input
patient id 34567
summary type doctor_handoff
include sections ["ER course","active medications","problem list","follow-up recommendations"]
Output
summary status completed
summary id SUM-34567-ER
key points first seizure episode managed in ER, discharge on levetiracetam with rescue midazolam PRN, hydration improved, neurology follow-up advised within 5-7 days
AI
ER records are now structured in the PIMS chart. PIMS Upload Engine Vaccines, medications, problems, and timeline history are all mapped into the appropriate sections, and I generated a doctor handoff summary for rounds. PIMS Upload Engine
Staff
Great.
AI
create follow up tasks Success
Input
patient id 34567
tasks ["Schedule 48-hour in-clinic neuro recheck","Client callback: review seizure-log instructions and warning signs"]
priority high
due window hours 48
Output
task bundle id FUP-34567
created tasks 2
scheduling task id TASK-8821
callback task id TASK-8822
status queued
add clinical notes Success
Input
patient id 34567
note text External ER records ingested and normalized from 4 documents (including scanned handwritten follow-up note). Structured PIMS sections updated: vaccine history, active meds, problem list, and timeline. Key additions: first seizure episode treated in ER, levetiracetam started, rescue midazolam PRN, 48-hour neuro recheck recommended, seizure-log review follow-up task created. Duplicate vaccine entries merged.
note type follow_up
Output
note id N901
timestamp 2025-01-08 08:14:00
AI
Done. I created the follow-up tasks from that note and added the scanned-note details PIMS Upload Engine into Luna's chart summary so your team can act on them.
External-record import completed - Duration: 1 minute 42 seconds
Outcome: External ER records were parsed, clinically relevant data extracted (vaccines, medications, problems, history), duplicates resolved, and structured chart updates written into PIMS with a doctor-ready summary. This replaces a frequent, error-prone manual workflow and saves substantial staff time on ER/transfer cases.
Client wanted to complete annual wellness scheduling in one call; Hilus confirmed care needs, handled booking, sent a prefilled intake form, and finalized follow-up details.
Inbound Call from +1-555-0147
AI
Good afternoon! Thank you for calling Riverside Veterinary Clinic. This is Julie, the clinic's AI assistant. AI INSTRUCTIONS How can I help you today?
Caller
Hi, I got a reminder card about vaccines for my dog Rosie? I think she needs her annual shots or something.
AI
Absolutely — it sounds like you're calling to schedule Rosie's annual wellness and vaccine visit. I'll gather a few details and get that set up for you now. AI Instructions - Intent Understanding
AI
lookup patient by phone Success
Input
phone number +1-555-0147
Output
patient id 23456
patient name Rosie
species Canine
breed Labrador Retriever
age 2
owner name Sarah Mitchell
owner id 890
AI
Perfect! I have Rosie's records here - your 2-year-old Lab. Is this Sarah I'm speaking with? lookup_patient_by_phone
Caller
Yes, that's me.
AI
get vaccination status Success
Input
patient id 23456
days ahead threshold 0
Output
| Vaccine | Last Given | Due Date | Overdue | Due Soon | Required By Law |
|---|---|---|---|---|---|
| DHPP | 2024-01-20 | 2025-01-20 | false | true | false |
| Rabies | 2024-01-20 | 2025-01-20 | false | true | true |
| Bordetella | 2024-07-20 | 2025-01-20 | false | true | false |
get patient details Success
Input
patient id 23456
Output
patient name Rosie
species Canine
breed Labrador Retriever
age 2
weight 65lbs
allergies none
chronic conditions none
current medications Heartgard Plus
last visit date 2024-01-20
primary vet Dr. Yaw
get visit history Success
Input
patient id 23456
days back 400
Output
visit id V789
visit date 2024-01-20
reason Annual wellness
diagnosis Healthy
treatment Vaccines, DHPP, Rabies, heartworm test negative
veterinarian name Dr. Yaw
visit notes Due for heartworm test January 2025
check medication refill eligibility Success
Input
patient id 23456
medication name Heartgard Plus 51-100lbs
required lab heartworm_test
last negative test date 2024-01-20
Output
eligible today false
reason annual_heartworm_test_required
can refill after negative_heartworm_test_result
AI
Great! Looking at Rosie's records, she's due for DHPP, Rabies, and Bordetella this month. get_vaccination_status It's also been a year since her last heartworm test, which we need before refilling her Heartgard prevention. get prescription status Have you noticed any concerns with Rosie lately that we should address during her visit?
Caller
No, she's been great. Does she need the rabies one right now?
AI
Yes, we should include it in this visit since it's required under state law. The doctor will confirm everything during the exam.
Caller
Okay, how much is all of this going to cost?
AI
get service pricing Success
Input
service items ["welln...
Output
wellness exam 65
dhpp vaccine 45
rabies vaccine 35
bordetella vaccine 35
heartworm test 48
package total all 228
package total essentials 193
AI
Here's the breakdown: the wellness exam is $65, DHPP is $45, Rabies is $35, Bordetella is $35, and the heartworm test is $48. That's $228 total if we do everything. The essentials (exam + DHPP + Rabies + heartworm test) are $193. get_service_pricing Would you like to do everything, or stick with essentials?
Caller
She does go to doggy daycare sometimes, so I guess we should do everything. Can we schedule with Dr. Yaw? Rosie really likes him.
AI
Yes, absolutely - I'll schedule you with Dr. Yaw. appointment scheduling
AI
get appointment slots Success
Input
start date 2025-01-18
end date 2025-01-21
appointment type wellness
veterinarian preference Dr. Yaw
duration minutes 30
Output
date 2025-01-18
available times ['09:00', '11:30']
veterinarian name Dr. Yaw
slot duration 30
appointment slot id ['slot_sat_0900', 'slot_sat_1130']
date 2025-01-20
available times ['14:00', '15:30']
veterinarian name Dr. Yaw
slot duration 30
appointment slot id ['slot_mon_1400', 'slot_mon_1530']
date 2025-01-21
available times ['10:00']
veterinarian name Dr. Yaw
slot duration 30
appointment slot id 'slot_tue_1000'
AI
Dr. Yaw has several openings. Since the vaccines are due January 20th get_appointment_slots , I have: Saturday the 18th at 9 AM or 11:30 AM, Monday the 20th at 2 PM or 3:30 PM, or Tuesday the 21st at 10 AM. get_appointment_slots What works best for your schedule?
Caller
Saturday at 11:30 would be perfect.
AI
schedule appointment Success
Input
patient id 23456
appointment slot id slot_sat_1130
reason Annual wellness exam, DHPP, Rabies, Bordetella vaccines, heartworm test
Output
appointment id A890
confirmation number CNF-890-2025
scheduled date 2025-01-18
scheduled time 11:30
veterinarian name Dr. Yaw
AI
Great - you're scheduled for Saturday, January 18th at 11:30 AM with Dr. Yaw. schedule_appointment
AI
generate shareable form link Success
Input
form template wellnes...
client id 890
patient id 23456
prefill fields ["owner...
delivery channel sms
Output
form link id FORM-2241
share url https://forms.hilus.ai/f/wellness_intake_history_and_consent?token=FORM-2241
prefill status applied
expires at 2025-01-18T23:59:59Z
delivery status sent_via_sms
AI
I just sent you a secure intake link by text. Forms It's prefilled with your and Rosie's info Forms , so you only need to complete consent and any updates before the visit.
System: wellness intake form link sent via SMS
AI
add clinical notes Success
Input
patient id 23456
note text Owner reports Rosie doing well with no concerns. Scheduled for comprehensive wellness: exam, DHPP, Rabies, Bordetella, HW test. Rosie attends daycare (needs Bordetella). Total quoted: $228. Please prepare all vaccines in advance.
note type pre_visit_info
Output
note id N567
timestamp 2025-01-07 12:15:00
check medication stock Success
Input
medication name Heartgard Plus 51-100lbs
Output
is in stock true
restock date null
alternative medications null
generic available false
add clinical notes Success
Input
patient id 23456
note text Owner requested Heartgard refill. Refill is pending updated negative heartworm test at wellness visit. Medication is in stock for post-visit dispensing if eligible.
note type medicat...
Output
note id N568
timestamp 2025-01-07 12:17:00
System: appointment confirmation SMS + pre-visit instructions email sent
Caller
Got it, I'll fill it out.
AI
Excellent! I've scheduled Rosie for Saturday, January 18th at 11:30 AM with Dr. Yaw. Your confirmation number is CNF-890-2025. schedule_appointment Quick reminders: Please don't feed Rosie breakfast that morning since we're doing the heartworm test MEDICAL KNOWLEDGE - she can have water though. I also added a refill request note add_clinical_notes for her Heartgard medication, so if her test is negative we'll have a new 6-month supply ready check_medication_stock for pickup after the appointment. Any other questions about the visit?
Caller
Ok great! No more questions for now. Thank you.
Call ended - Duration: 3 minutes 42 seconds
Outcome: Client call handled end-to-end: agent answered promptly, identified wellness/vaccine intent, gathered details, generated a prefilled shareable intake form link, created the correct booking and chart actions, and sent SMS/email follow-up automatically.