AI Voice System for Pet Services: Use IVR to Explain Boarding & Vaccine Requirements (and Cut Repeat Calls)

Pet boarding, daycare, grooming, and vet-adjacent practices all get the same calls on repeat:

• “What vaccines do you require?”
• “Do you accept puppies?”
• “What do I bring?”
• “Can I drop off early?”
• “What if my dog is coughing?”

If your team answers these live all day, you pay twice: once in staff time and again in lost bookings when callers hang up.

An AI voice system paired with a well-designed IVR can handle the “policy and prep” questions instantly, route truly urgent situations correctly, and use hold time to reinforce expectations—without sounding cold.

Why pet services get buried in the same calls (and what it costs you)

The repeat-call loop: vaccines, hours, pricing, and “what do I bring?”

Most first-time customers aren’t trying to be difficult—they’re anxious and want certainty. If your website answers these questions but your phone doesn’t, callers still ring the front desk.

Where callers drop: confusing menus and long explanations

Callers bail when:

• The menu has too many options.
• Options don’t match what they’re asking (“press 3 for… something”).
• They get a long policy readout with no next step.

If you want a deeper framework for simplifying menus, see Transforming Your Phone Tree from a Maze to a Map.

What an AI voice system changes vs. a static phone tree

A traditional IVR is usually “set it and forget it.” In pet services, policies and availability change constantly (seasonal demand, kennel cough outbreaks, holiday hours, staffing).

With an AI voice system, you can:

• Update scripts fast when requirements change.
• Rotate messages so frequent callers don’t tune out.
• Keep a consistent, professional sound even when you’re busy.

What your IVR should handle for boarding and daycare (the “must-answer” list)

Vaccination requirements (without sounding like a legal document)

Your IVR should do three things:

1. State the requirement in plain language.
2. Tell them what to do next (how to send records, what “current” means for your facility).
3. Offer a path to a human for exceptions.

Keep the medical framing responsible and non-alarmist. For general vaccination context, AVMA’s overview is a solid reference: AVMA: Vaccinations.

Intake steps: forms, drop-off windows, meds, and feeding notes

Your IVR can prevent check-in bottlenecks by answering:

• Drop-off/pick-up windows
• What to bring (food, meds, comfort items)
• Medication instructions (labeling, original containers)
• How to submit forms/records

Pricing and availability: when to route to a human

Don’t try to quote everything in the IVR. Use it to:

• Share starting rates (if you choose) and what changes pricing.
• Route “availability and booking” to the right person/queue.

Urgent medical concerns: how to route safely

Boarding/daycare is not an ER, but you still need a safe path.

In the IVR:

• Give a clear option for urgent concerns.
• Route to a staffed line if available.
• After hours, direct to the customer’s veterinarian or a local emergency clinic (based on your policy).

A simple IVR script you can copy (with smart routing)

Below is a practical starter menu for a pet boarding/daycare business. Keep it to 3–5 options.

Menu structure (3–5 options max)

Greeting (10–15 seconds):

> “Thanks for calling [Business Name]. For the fastest help, choose an option. If you’re calling about a medical emergency, please contact your veterinarian or a local emergency clinic.”

Menu:

1. Boarding & daycare requirements (vaccines, forms, what to bring)
2. Make or change a reservation
3. Grooming
4. Hours, location, and holiday schedule
5. Speak to our team

If you’re designing a more “white glove” flow, borrow ideas from Creating a Concierge Experience Over the Phone.

Option 1: Vaccines + forms (example script)

> “For the safety of all pets, we require current vaccination records before the first stay. To send records, ask your vet to email or fax them to us, or upload them through our website. If you’re not sure what your pet needs, press 0 and we’ll help you.”

Tip: avoid over-explaining. You can list specific vaccines on your website and keep the IVR focused on next steps.

Option 2: Reservations (example script)

> “To book or change a reservation, press 1 for boarding, press 2 for daycare. If you’re calling about today’s drop-off or pick-up, press 3.”

Option 4: Hours/holiday schedule (example script)

> “Our current hours are [hours]. Holiday hours can change—visit our website for the latest schedule. If you need help right now, press 0.”

Routing rules and fallbacks (after-hours and peak times)

Practical routing defaults:

• After-hours: send “reservation changes” to voicemail with a promised callback window.
• Peak check-in times: offer callback or direct to text/email intake.
• Overflow: route to a general queue, but keep the IVR promise: “We’ll help you with any question.”

Use hold time to reinforce policies (and reduce front-desk repetition)

A good IVR answers the question. Great on-hold audio prevents the next argument at the counter.

What to say on hold

Rotate 3–6 short messages (15–25 seconds each):

• Vaccine records reminder + how to submit
• Drop-off/pick-up windows
• Medication labeling reminder
• Cancellation/no-show policy
• Seasonal reminders (holiday deposits, weather closures)

If you’re starting from scratch, see On-hold messaging for small businesses: a practical starter guide.

Smart rotations: keep frequent callers from tuning you out

Frequent callers (regular daycare clients) stop listening if the message never changes. Rotations let you:

• Keep policy reminders consistent
• Add timely promos (slow days, seasonal grooming)
• Reduce “I didn’t know” friction at check-in

Hold music alternatives: when music hurts more than it helps

If your callers are already stressed, loud or generic music can feel like punishment. Consider:

• Lower volume music under voice
• Shorter, clearer spoken segments
• A calmer tone and pacing

Illustrative scenario: a busy boarding/daycare turns policy calls into booked stays

Illustrative (not a real customer story):

A 25-run boarding facility gets slammed every Monday morning. The front desk spends most of the time repeating vaccine requirements and explaining what first-time clients need to bring.

They implement:

• IVR option 1: requirements + how to send records
• IVR option 2: reservations routed to the booking line
• On-hold rotation: vaccine reminder, drop-off windows, meds labeling, cancellation policy

Result: fewer “quick question” interruptions, more time for booking calls, and smoother check-ins because expectations were set before arrival.

Mistakes to avoid (these make callers mash 0)

• Overstuffed menus: if it takes longer to hear options than to ask a human, your IVR fails.
• Policy dumps: don’t read paragraphs. Give the rule + the next step.
• Ambiguous vaccine language: “up to date” without explaining how to submit records creates back-and-forth.
• No escape hatch: always offer 0 for a person (or a monitored voicemail).

For personalization ideas that still stay simple, see How personalization in IVR boosts customer satisfaction (CSAT).

How to launch in a week (practical checklist)

Day 1–2: gather policies and write plain-language scripts

• List your top 10 incoming questions.
• Convert each into a 1–2 sentence answer + a next step.
• Keep accessibility in mind (clear language, predictable prompts). Reference: ADA.gov: Effective Communication.

Day 3–4: record voice + set rotations

• Choose a professional voice
• Add background music that fits your environment (calm, clean)
• Build 3–6 on-hold messages and rotate them

OnHoldToGo is built for this workflow: type your script, pick a voice, add music, and download audio fast. Explore AI Voice or see OnHoldToGo pricing.

Day 5–7: test, measure, and refine

• Call in from a mobile phone and listen end-to-end.
• Time the greeting and each option.
• Ask your front desk: “What calls did we still get that the IVR should have answered?”

FAQ: IVR and vaccination policies for pet services

Do dog boarding facilities require vaccines?

Many do, because communal environments increase exposure risk. Your IVR should state your facility’s requirement and how to submit records. For general context, see AVMA: Vaccinations.

How do we handle expired vaccines or missing records?

Use the IVR to set the process: how to send records, what happens if records aren’t received by a cutoff time, and how to reach a staff member for exceptions.

Should we list exact vaccines in the IVR?

Usually, keep the IVR high-level to stay short and avoid confusion. Put the detailed list on your website and use the IVR to direct callers there (and to a person if needed).

What should we say for urgent medical issues?

Offer a clear “urgent” path, but avoid giving medical advice. Route to a staffed line when possible and provide after-hours guidance based on your policy.

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Turn hold time into fewer repeat calls (and more booked stays)

If your team is repeating vaccine and boarding policies all day, your phone system is doing too little. OnHoldToGo helps you create professional IVR and on-hold audio in minutes—so callers get answers fast and your staff can focus on care and bookings.

• Build your audio quickly with OnHoldToGo
• Compare plans on pricing