The Triage Agent is smollOS's AI-powered front line between your clinic and pet families.

It communicates with pet parents, gathers information about the case, assesses urgency, and helps move the conversation toward the right next step — whether that's booking an appointment, rescheduling, cancelling, answering a question, or escalating the case to your team.

The agent is available from the main sidebar.

What does the Triage Agent do?

The Triage Agent handles the initial conversation with a pet parent and works to understand why they're contacting the clinic.

It can:

• Communicate with pet parents through WhatsApp

• Gather information about the pet and the reason for contact

• Identify the main concern or chief issue

• Assess the urgency of a case

• Recommend an appropriate next step

• Book appointments

• Reschedule appointments

• Cancel appointments

• Provide clinic information

• Handle after-hours conversations

• Escalate conversations when human attention is needed

The goal isn't to replace the veterinary team.

It's to handle the first layer of communication and organisation, so your team can focus their attention where it's needed most.

From conversation to case

The Triage Agent receives conversations from your clinic's WhatsApp channel and brings them into the Triage workspace.

As the conversation develops, smollOS can build context around the case, including the pet parent's concern, the relevant information gathered during the conversation, and the urgency of the situation.

The agent can then help determine what should happen next.

For example:

Pet parent → WhatsApp → Triage Agent → Assessment → Appointment / Escalation

This means your team doesn't have to start every interaction from scratch.

Understanding urgency

The Triage Agent evaluates the information provided by the pet parent and assigns an urgency level to help the veterinary team understand which cases may need attention first.

The workspace displays an urgency indicator alongside the conversation.

It can also surface the chief issue and an internal recommendation based on the information available.

These are decision-support tools for the veterinary team, not a diagnosis.

The veterinary team remains responsible for clinical decisions and patient care.

You're in control

The Triage Agent can be switched on or off by the clinic.

When it is switched off, it will not actively handle new conversations through the agent workflow.

Your clinic can control how and when the agent operates through its settings and guide rails.