Veterinary

The Veterinary Portal is the part of Sysevo built specifically for veterinary practices. It turns every phone call your AI voice agent handles into a structured, triaged, fully-recorded case — so reception, nurses and vets can see what is urgent, who is calling, what was said, and what to do next, all in one clean clinical workspace.

This guide is written for the people who use the portal day-to-day: practice owners, reception, veterinary nurses and vets. It explains every client-facing feature, what each screen does, and step-by-step how to use, add and edit things.

In this guide

• Getting around — the sidebar, header, after-hours indicator and notifications
• Dashboard — call KPIs, triage counts, emergencies, urgency scoring and charts
• Live Calls — watch calls happen in real time with a live transcript
• Call History & Call Detail — recordings, transcripts and AI call analysis
• AI Triage & Automation — urgency scoring, today's jobs, advice log and business hours
• Cases — manage every enquiry from your voice agent (list, filters, board)
• Case Detail — the full case record, escalation, advice and AI documentation
• Emergency & Escalation Log — a formal audit trail of every emergency
• Workload & Handover — team capacity and shift handover summaries
• Owners & Patients — your client and animal records
• Appointments — the practice calendar
• Documents & Resources — help and learning material
• Reports — printable operations, calls, cases and revenue reporting
• Tips & common workflows

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Getting around

Every page in the Veterinary Portal shares the same frame: a left sidebar for navigation and a top header with quick tools. The portal opens in a clean, light "clinical" theme by default, and you can switch to dark mode at any time.

The sidebar

The sidebar groups your tools into clear sections. What you see depends on your role — practice administrators see an extra Manage section that ordinary staff do not.

Some items show a small badge with a count — for example, the number of open cases, items waiting in triage, calendar items or referrals. The AI Triage and Cases items in particular update live as new calls come in.

To collapse the sidebar (for more screen space), click the chevron button at the top of the sidebar. Click it again to expand. Your scroll position and collapsed state are remembered between pages.

At the very bottom of the sidebar is your user card — your name and practice name, a Sign out button, the light/dark theme toggle, and a Settings shortcut. Click your avatar to open your profile.

The header

The top header (always visible) gives you:

• Practice name + "Veterinary Portal" label on the left.
• Voice AI quick button — opens the Voice AI hub.
• After-hours indicator — a small status pill that shows whether your practice is currently Open or After Hours, based on the business hours you set. Hover it to see today's opening times and the emergency referral message shown to out-of-hours callers.
• Portal Guide (book icon) — opens an in-app walkthrough of the portal.
• Notification bell — shows unread alerts (new urgent cases, escalations, etc.). Click it to read and clear them.

Tip: The portal automatically knows when you are "after hours" using the business hours configured in AI Triage → Hours. If you have not set any, it assumes 09:00–18:00, Monday to Sunday.

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Dashboard

The Dashboard is your home screen and the first thing you see when you sign in. It greets you by name and gives a live, at-a-glance picture of your phones, your cases and your urgency load.

At the top you have:

• A status row: a Live/Down indicator for the system, an Active counter showing how many calls are happening right now (updates every few seconds), and a system status message.
• An Agent filter (only if you have more than one AI agent) so you can view stats for one agent or All Agents.
• A date range selector — Last 24 hours, Last 7 days or Last 30 days — and a Refresh button.

The dashboard has three tabs: Overview, Deep Analytics and Integrations.

Overview tab

Row 1 — core call KPIs:

Row 2 — secondary & triage metrics:

Many of these cards are clickable and jump you straight to the matching filtered list.

Charts:

• Overall Answer Rate — a trend line of your answer rate over time. Hover any point to see the exact calls behind it.
• Call Volume — bar chart of all call attempts vs. successful ones.
• Outcome Breakdown — a breakdown of attempts by Successful / Initiated / Error, plus totals for Pickup Calls (≥21s) and Valuable Calls (≥60s).

Recent activity (three columns):

1. Upcoming Appointments — the next few calendar items, with a View All link to the Calendar.
2. Recent Calls — the latest calls with status badges (Successful / Initiated / Error) and a View All Calls link.
3. Recent Cases — the latest cases with priority (Emergency/Urgent/Routine) and status badges, plus View All Cases.

Deep Analytics tab

Switches to a richer analytics view (charts, sentiment, triage and emergency breakdowns) built from the same date range and agent filter.

Integrations tab

Connect the practice's other tools (calendars, etc.). Connecting integrations is a self-service setup step shown here.

First-time setup note: Until your AI agent is live, the Dashboard instead shows a Delivery Tracker with your setup progress and a Need Help? card. Once your agent goes live, the full dashboard appears automatically.

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Live Calls

Live Calls lets you watch calls as they happen — ideal for reception keeping an eye on the phones or a vet wanting to jump on an emergency. The screen refreshes every few seconds.

At the top are four live metric cards: Active Calls, Transcripts (total transcript turns across active calls), Urgent (calls the AI senses are urgent or concerned) and Avg Duration.

Below that the screen splits into two:

• Left — Active calls list: one card per live call showing the caller number, status, duration and sentiment. If there are no live calls you'll see "No active calls".
• Right — Live Call panel: click any call on the left to open it here and watch the live transcript stream in turn-by-turn as the caller and AI speak. The transcript auto-scrolls as new lines arrive.

How to use it:

1. Open Live Calls from the sidebar (under Calls).
2. Click any call in the left list to expand it and follow the live transcript on the right.
3. Click the same call again to collapse it.

When a call ends it automatically drops out of the list and is processed into your Call History and (if appropriate) a Case.

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Call History & Call Detail

Call History (Calls)

The Calls page is your searchable history of every call your AI agent has handled. Use the search box to find a caller by number, and the date range to scope results. Each row shows the caller (name if the AI identified one, otherwise the number), date/time, duration and outcome.

Click any call row to open its Call Detail.

The Dashboard's "Pickup Calls" and "Valuable Calls" cards deep-link here with a minimum-duration filter already applied.

Call Detail

The Call Detail page is the full record of a single call, tailored for veterinary practices.

At the top you get four summary cards: Duration, Outcome, Sentiment and Turns (conversation back-and-forths). A breadcrumb shows "Call History → caller", and a Transcript download button lets you save the transcript as a text file.

The body is laid out in two columns:

Main column:

• Recording — an audio player with waveform. Press play to listen; clicking the transcript jumps the audio to that moment (and vice-versa).
• Transcript — the full conversation, synced to the recording so the current line highlights as it plays.

Side column (vet-specific intelligence):

• Details — caller, date and duration.
• Owner Emotional State — the AI's read of how the owner sounded (Panicked / Distressed / Anxious / Calm / Neutral), with guidance on how to handle that emotional state.
• AI Fail-Safe Indicator — shows the AI's triage confidence. If confidence is low, there's no transcript, or data is incomplete, it flags the case for human review and offers Escalate to Vet / Request Follow-up buttons. The principle is "the AI never silently guesses".
• Escalation panel — quickly escalate this call into an urgent case (see Escalation below).
• AI Analysis — the AI's structured read of the call (caller name, urgency, summary and more).

To download a transcript: open the call, click the Transcript button (top right). A .txt file is saved to your device.

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AI Triage & Automation

AI Triage (sidebar: AI Triage, under Cases) is the brain of the veterinary portal. As calls come in, the AI scores how urgent each case is, sorts them into emergency / urgent / routine, and helps the team manage callbacks, today's jobs and after-hours cover.

The page header reads "AI Triage & Automation — Intelligent case routing, urgency scoring, and after-hours management", and a strip of summary counts shows Emergencies, Urgent Cases, Routine, Unresolved, Resolved and Today's Jobs.

If any callbacks are overdue, a highlighted overdue callbacks banner appears with a View Callbacks button.

The page has five tabs:

Insights tab

• Today's Schedule — appointments scheduled for today, with a count of jobs and a "No appointments scheduled for today" empty state.
• Upcoming Schedule — appointments in the next 7 days, with a View Full Calendar link.
• Urgency Distribution — a breakdown of Emergency / Urgent / Routine, the Avg Urgency Score, and After Hours call count.
• Clinical Workflow — headline metrics such as Case Resolution Rate, Emergency Rate, today's cases and total active cases.

Advice Log tab

A complete, timestamped record of the advice your practice gives owners — by Phone Call, SMS, Email, AI Agent or In Person. The AI can auto-extract advice from a call, and staff can add their own.

To log advice:

1. Open AI Triage → Advice Log (or the Advice Log tab inside a case).
2. Click Log Advice.
3. Choose the channel, then record exactly what the owner was told.
4. Save. The exact wording is stored with a timestamp and the staff member's name.

Hours tab

Set your business hours per day. These hours power the after-hours indicator in the header, the "After-Hours Calls" metrics, and the emergency referral message given to out-of-hours callers. Edit the open/close times (or mark a day closed) and Save — you'll see "Business hours saved".

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Cases

A case is created automatically whenever your AI agent handles an enquiry worth following up — a sick pet, a prescription request, a booking. The Cases page (sidebar: Cases) is where the whole team manages them.

The header subtitle reads "Manage patient enquiries and cases from your voice agent". Along the top are five quick stat cards: Cases (total), Follow-ups, Callbacks, Emergency and Resolved.

Filter tabs

Search & filters

Below the tabs you can search by name, email or phone, and filter by Urgency (Emergency / Urgent / Moderate / Routine) and Status (New Cases, Contacted, In Treatment, Appointment Scheduled, Resolved, Closed).

The case table

Columns: a select checkbox, a star, Patient / Owner, Contact, Urgency, Status, Date, and Actions. Cases with a scheduled callback show the callback time inline. Click any row to open the Case Detail.

Actions

• Star a case by clicking its star icon — it then appears under the Starred tab.
• Sync — pulls the latest cases from your agent (the button spins while syncing). New cases are also created automatically in the background.
• Export — downloads the filtered list as a CSV.
• Archive — tick one or more cases (or the header checkbox to select all), then click Archive (n). You'll be asked to select a reason before the cases are removed from your active list.

Case Board (pipeline)

The Case Board is a Kanban view of the same cases, arranged in columns by stage: New Cases, Contacted, In Treatment, Appointment Scheduled, Resolved and Closed. It's a more visual way to see where every case sits and to move them along.

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Case Detail

Opening a case shows the full record. The header has a Back to Cases link, the patient/case name, a status dropdown (New, Contacted, In Treatment, Appointment Scheduled, Resolved, Closed) and a repeat-caller badge if this owner has called multiple times.

Just below, you can link an owner and patient to the case: click Link owner, pick from your owner list, and the case connects to that client record (and their animal). Click the owner or animal name to jump to their profile; use the unlink icon to remove the link.

The case body is organised into five tabs:

Summary tab

• Contact Info — name, email, phone and mobile. Click the edit (pencil) icon to change them, then save.
• Tracking — contact attempts, days open, last contacted and any scheduled callback.
• Call Details — a link to the originating call recording, call time, status, priority and last-updated time.
• Case Overview — an AI-generated summary of the case.

Escalating a case

When a case needs a vet's eyes urgently, use Escalate. The escalation dialog lets you choose the type — Emergency, Escalate to vet or Flag for review — pick a reason (e.g. breathing difficulty, severe bleeding, seizure, collapse, toxic ingestion, post-surgery concern, AI low confidence, owner request, and more), assign a veterinarian, and add clinical notes.

When you confirm, the system does several things at once and shows you exactly what will happen: it updates the case status & urgency, logs it to the timeline, creates a task ("EMERGENCY" / "Vet Review Required" / "Team Review Required"), and notifies the assigned vet or team, with a response-required time window.

Logging owner expectations

The Owner Expectations logger records what you told the owner to expect: the timeframe given (e.g. "24–48 hours for improvement"), risks communicated, next steps, and whether uncertainty was acknowledged. This protects both owner and practice with a clear record.

Adding clinical tasks

You can attach clinical tasks to a case — for example Follow Up, Check Results, Call Owner, Prep Slot, Medication or Observation — each with a priority (Routine / Urgent / Emergency). Give the task a title, optional description, type and priority, then save.

AI documentation

The Generate Documentation button uses AI to write up the case from your quick notes, the call transcript and triage data, producing three versions: Clinical, Owner-friendly and Internal. Enter a few bullet points, click Generate Documentation, then copy whichever version you need.

Activity timeline

The Activity tab shows a filterable timeline of everything on the case — you can filter by Note, Call, Status Change, Task Created, AI Summary and Triage, or view All. Add your own notes here too.

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Emergency & Escalation Log

The Emergency Log (sidebar: Emergency Log) is a formal, exportable record of every emergency case, the escalation actions taken, and how each was resolved. It exists so the practice has a clean audit trail.

The top shows four stat cards: Total Emergencies, Treated, Referred and Pending. You can search emergencies and filter by Outcome (All / Treated / Referred / Unresolved / Pending).

Each entry is a red-bordered card showing the case name, an outcome badge, the animal (🐾) and symptom, the date and how long ago it was, an escalation timeline (time, note and the staff member who acted), and a count of escalations. Click a card to open the full case.

To export the log: click Export CSV (top right). The file includes date, case, phone, status, outcome, escalation count and response time.

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Workload & Handover

Workload / Handover (sidebar, under Clients) helps a multi-person practice see who is carrying what, and hand the practice over cleanly between shifts. The subtitle reads "Team capacity, case distribution, and shift continuity". It has two tabs.

Workload tab

A date-scoped view (you can move between days and jump back to Today) showing headline counts — Total Cases, Unassigned, Emergencies, Open Tasks, Complaints, Referrals — plus Calls on the date, Avg Call Duration, Triage Events, After-Hours and New Cases. Below that, Case Load by Team Member breaks down cases, emergencies and tasks per person, and an Urgency Distribution chart shows the mix of priorities.

Handover tab

Generate a written Shift Handover summary for the next team. Click Generate Handover and the system produces a summary capturing Active Cases, High Risk, Pending Decisions and Follow-ups Due. Each handover records who created it and when, and the incoming team can Print it or Acknowledge it (so there's a record it was read).

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Owners & Patients

Owners

The Owners page (sidebar, under Clients) is your client list — every pet owner and their contact details. Use the search box to find an owner by name, email or phone. Each row shows the owner's initials, name, a VIP star if applicable, any tags, their phone/email/city, and how many pets they have. Click a row to open the owner.

To add an owner:

1. On the Owners page, click Add Owner.
2. Fill in the form. First name and Last name are required; the rest are optional.

3. Click Add Owner to save.

Owner detail

An owner's profile has five tabs:

To edit an owner: open their profile, click Edit, change the fields and click Save. You can also toggle VIP here.

Patients (Animals)

Pets are added from an owner's Animals tab (or from the owner list). Click Add Pet / Add Animal and complete the form.

To open a patient: click the animal from the owner's Animals tab. The patient page shows the pet's details (species, breed, sex, weight, microchip, neuter status, notes) and which owner it belongs to.

To edit a patient: on the animal page, click Edit, update the fields and Save.

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Appointments (Calendar)

The Calendar (sidebar, under Clients) is your appointment book. You can view it as List, Day, Week or Month, move between dates with the arrows, and jump to Today.

To add an appointment:

1. Click New (top right) — or click a day/slot in the calendar.
2. Fill in the appointment form:

3. Save. The appointment then appears on the calendar and feeds the dashboard's Upcoming Appointments and AI Triage's Today's/Upcoming Schedule.

To view or edit an appointment: click it on the calendar to open its detail dialog, where you can review and update it. The calendar also syncs automatically in the background when you return to the tab.

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Documents & Resources

The Documents & Resources area (reachable at the /vets/docs address) is your help library — "Learn how to use the platform and access helpful resources". It has two tabs:

• Documentation — guides on using the platform.
• Resources — additional helpful material and downloads.

Note: Clinical write-ups for individual cases are produced inside Case Detail → Generate Documentation (Clinical / Owner-friendly / Internal), not here. This area is for learning and reference material.

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Reports

The Reports page (sidebar: Reports) gives you printable, practice-level reporting. Choose a time range — Today, Last 24 hours, Last 7 days, Last 14 days, Last 30 days or This Month — and the report updates. Use Export PDF to save or print a copy.

Reports are organised into four sections:

There's also an Operations Summary and Recent Cases list. If there's no data for a period you'll see a clear "No data yet" message.

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Notifications

The notification bell in the header alerts you to things that need attention — new urgent cases, escalations and other events. A number on the bell shows unread alerts. Click it to read them and clear the count. There's also a dedicated notifications view for the full history.

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Tips & common workflows

Handling an after-hours emergency call

1. Watch it live in Live Calls if you're online, following the transcript.
2. When it ends, open it in Call History → Call Detail — check the Owner Emotional State and AI Analysis.
3. If it's urgent, use the Escalate action: choose Emergency, pick the clinical reason, assign a vet and add notes.
4. The case lands in Cases (Emergency tab) and the Emergency Log with a full audit trail.

Morning triage routine

1. Open AI Triage → Insights to see Emergencies, Urgent and Today's Jobs at a glance.
2. Clear any overdue callbacks from the banner.
3. Work the Cases → Emergency and Callbacks tabs top-down.

Keeping client records tidy

1. When a case comes in for a known client, open the case and Link owner so history stays joined up.
2. Add any new pet via the owner's Animals → Add Pet.
3. Record advice given in the Advice Log so there's a clear, timestamped record.

Ending a shift

1. Go to Workload / Handover → Handover and click Generate Handover.
2. Review the active cases, high-risk items and follow-ups due.
3. The next team Acknowledges it when they read it.

Monthly review

1. Open Reports, set the range to This Month, and review Calls, Cases & Triage, Operations and Revenue.
2. Export PDF for your records or a practice meeting.

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This guide covers client-facing features of the Veterinary Portal. Administrative tools (Complaints, Referrals, Emails, Team, Billing and Help Centre) appear only for practice administrators and are covered separately.