The Triage Agent workspace is where your team can review and manage conversations handled through the agent.

Conversations coming through your clinic's WhatsApp channel appear here, giving the veterinary team a single place to review the interaction and take action when needed.

The conversation

The main chat window contains the conversation between the pet parent and the Triage Agent.

Messages are brought into smollOS from WhatsApp, so your team can see what the pet parent has shared without needing to switch between systems.

The conversation provides the context needed to understand what the pet parent is asking for and what the agent has already done.

Case assessment

Alongside the conversation, smollOS surfaces information extracted from the interaction.

This can include:

Chief issue

The primary reason the pet parent has contacted the clinic.

Urgency

An indication of how urgent the case appears based on the information gathered.

Recommendation

An internal recommendation to help the veterinary team understand what the next step may be.

These insights are intended to help the veterinary team review the case faster. They do not replace veterinary assessment or diagnosis.

Book an appointment

If the pet parent needs to see the clinic, your team can manually book an appointment directly from the conversation.

Select Book Appointment and smollOS will take the relevant information from the conversation into the appointment flow.

This avoids having to copy the pet parent's details manually or start the booking process from scratch.

Video consultation

The veterinary team can also set up a Google Meet video consultation directly from the workspace.

A meeting can be created and shared with the pet parent through the conversation.

Depending on how your clinic has configured the appointment, the consultation can be offered as a paid or free service.

This keeps the conversation, case context, and consultation workflow connected in one place.

Escalation

Not every conversation should be handled entirely by the agent.

When a case requires veterinary attention or human intervention, the conversation can be escalated to the clinic team.

The urgency information and conversation context help the team understand why the case needs attention and what has already been discussed.

The agent's job is to get the case to the right next step — not to keep every conversation away from your team.

Archive

If a conversation doesn't require any further action, it can be archived.

Select Archive to remove the conversation from the active workflow while keeping it available as part of the clinic's records, according to your clinic's data and retention settings.

Archiving helps keep the active Triage workspace focused on conversations that still need attention.

One conversation. One place to act.

The Triage Agent workspace brings the conversation and the next action together.

Read the conversation.
Understand the case.
See the urgency.
Take action.

Whether that means booking an appointment, starting a video consultation, escalating to the veterinary team, or simply moving the conversation out of the way, your team can do it without leaving the workspace.