Voice options and refill configuration settings vary depending on which pharmacy management system (PMS) you have connected. The available choices in those settings reflect what your PMS supports.
The agent looks a caller up by the number they are calling from first. When that finds no profile, it asks for the patient’s name and date of birth and searches on those. Name and date of birth lookup works on PioneerRx, Liberty RX, and BestRx and needs no setting turned on. A prescription number read off the label works at any point and resolves fastest.Spoken dates of birth are read in US order — month, day, then year — so “one five ninety” is January 5, 1990. The agent normalizes ordinals, month names, and two-digit years, and treats a number the transcription rendered as a word in another language as that number. A date the transcription runs together into a single number — “10282” for October 2, 1982 — is split back into month, day, and year rather than being read as one number.Enable Search Patient Tool may still appear under Voice Settings. It no longer changes what the agent does and is being removed from the dashboard.
For pharmacies on PioneerRx, the agent recognizes pet (animal) profiles, including pets that have no prescriptions on file, so callers asking about an animal’s medications are matched to the right profile. It never asks for the pet’s name: when the number the caller is calling from has one pet on it, the agent works from that profile, and when a household has several, it reports their prescriptions as one list. When no pet is on the number, it asks for a prescription number read off the label, which finds a pet profile the number isn’t attached to. A caller who has already been identified as themselves can move on to a pet without starting over.
For pharmacies on PioneerRx, when more than one patient profile matches the name and date of birth a caller gives — for example, family members who share a phone number — the agent asks for the street address on file to identify the right profile before continuing. If the address still doesn’t narrow it to a single profile, the agent transfers the call to pharmacy staff.
For pharmacies on PioneerRx, the agent matches only patients on file at your store. Profiles that belong to another location are not returned during patient lookup.
A caller who also needs help for someone else — a spouse or another family member — can ask on the same call. The agent clears the profile it was working from and identifies the new patient from scratch, verifying them the same way, so one person’s prescriptions are never reported against another’s.
If the agent can’t reach your pharmacy management system during a call — for example, the connection to PioneerRx, Liberty RX, or BestRx is down — it recognizes the outage, lets the caller know, and transfers them to pharmacy staff instead of retrying or ending with a generic error. If the agent can’t load your pharmacy’s configuration at all when a call starts, it asks the caller to contact the pharmacy directly and ends the call rather than leaving them in silence.
When a caller asks for something the agent has no way to handle — a delivery, an insurance or billing question, medical or dosage advice, appointment or vaccine scheduling, a special order, or a message passed to staff — the agent hands the request off rather than improvising an answer. What happens next depends on the channel and your store hours:
- On a call during business hours — the agent connects the caller to pharmacy staff.
- On a call outside business hours — the agent explains that staff will need to help, and offers to take a voicemail on your after-hours box.
- In chat and SMS — with no call to transfer, the agent gives the caller your pharmacy’s phone number and asks them to call during business hours.
When a caller goes quiet, the agent waits for the silence to settle before checking in, so it no longer talks over someone who is still thinking or reading a label. It checks in a couple of times, a short pause apart, then says a friendly goodbye and ends the call. The caller speaking at any point cancels the sequence. The goodbye names your pharmacy.
Monitoring conversations
The Conversations tab provides a live view of patient interactions. A stats bar at the top shows session metrics for the current period. Filter the session list with the controls above the table:- Type — scope to Voice, Web, SMS, or All. All is the default and includes every session type.
- Direction — Inbound, Outbound, or Both.
- Transferred — show only sessions that were transferred to staff, only those that weren’t, or both.
- Date range and Search for narrowing further. Search matches the caller’s name as well as their phone number, so you can type either.
Session list
Below the stats, each row in the session list represents one patient interaction — either a phone call or a chat session. Select a row to open the conversation, or right-click it for Open conversation and Open in new tab. The conversation view shows:- Call recording playback — an audio player for the recorded phone call, if applicable. Use the player controls to play, pause, and scrub through the recording.
- Tool usage tracking — a log of every action the agent took during the session, such as looking up a prescription, submitting a refill request, or transferring the caller. This lets you verify what the agent did and why. An action that finishes without a spoken reply — because the agent handled the request itself instead of reading a result back — is logged as successful, not as an error. A lookup that couldn’t reach your pharmacy management system is logged as a failure with the error, so an outage reads as an outage rather than as a search that found nobody.
- Quality metrics — scores and indicators for how the agent handled the interaction, including whether the patient’s question was resolved.
A conversation link carries the location the conversation belongs to, so it stands on its own when you copy it to a colleague. Opening a link for a location other than the one you are currently viewing switches the dashboard to that location.
Configuring the agent
The Settings tab contains five sub-tabs: General, Voice, Call Routing, Webchat, and Announcements.Store and contact details, refill settings, and the Who Is Calling plugin download were sub-tabs here until September 22, 2026. Store details now live on the Store settings page, and refill settings and the plugin download on the PMS page. Settings that moved below links to each one.
General
The General sub-tab holds the agent’s name and its language settings.
Languages are configured on this same sub-tab — see Language below.
Voice Settings
The Voice sub-tab controls how the agent sounds on calls.Call Routing
The Call Routing sub-tab sets the hours the agent works to and where it sends callers it can’t finish with. Settings are grouped into four sections. Business hours — Select the business hours schedule the agent uses when answering questions about when the pharmacy is open and when deciding whether a call is after hours. You can assign an existing hours schedule, create a new one, edit the current selection, or remove it. Transfer behavior
After hours
Special cases
Business hours and Time of Days do different things. Business hours are recurring daily schedules the agent uses to answer “are you open?” and to route after-hours calls. Time of Days schedules continuous blocks — for example, today through next week with no breaks — and lets you pick where calls route during that block. Use Time of Days for one-off closures or overrides rather than editing your regular business hours.
Language
On the General sub-tab, control which languages the agent speaks and how it switches between them.Selecting additional languages lets callers request a different language mid-call. With Lock to primary language on, the agent always stays in the primary language regardless of what the caller asks.
When your primary language is something other than English, or additional languages are enabled, the agent transcribes calls with a multilingual model so it understands callers in any of the languages you have configured. A location set to English and locked to its primary language transcribes English only.
Sending callers to the agent in a chosen language
A phone menu can put a caller straight into the agent in a particular language. On the IVR page, point a menu key at Pharmacy Agent (<language>) — for example, a “para español, oprima dos” key at Pharmacy Agent (Spanish). Calls that press that key run in that language from the start, regardless of the location’s Primary Language. Fifteen languages are available: English, Spanish, French, German, Portuguese, Italian, Dutch, Polish, Russian, Swedish, Turkish, Chinese, Japanese, Korean, and Hindi. The agent speaks its fixed lines in the call’s language rather than always in English — the greeting, “please hold while I connect you”, what it says before handing the caller to staff, the recording disclosure, and its goodbye.Webchat
Configure an embedded chat widget that you can add to your pharmacy website. Patients who visit your site can use the widget to ask questions and submit refill requests without calling. Available settings:
A live preview on the right side of the sub-tab updates as you change settings, so you can see how the widget will look on your site before deploying it.
See Embedding the chat widget below for instructions on adding the widget to your website.
If webchat isn’t included in your plan, the sub-tab still opens but a note says so and the settings are read-only.
Announcements
Select which announcements the agent plays to callers at the start of an interaction. Announcements are managed separately on the Announcements page. Use this sub-tab to choose which of those announcements are active for the agent.Settings that moved
The September 22, 2026 settings reorganization moved several agent settings to other pages. The agent behaves the same way — only where you configure it changed.Location
Your store name, website, contact phone and email, and address are now on the Store Information tab of Store settings. The agent references them when patients ask questions like “where are you located?” The business hours the agent works to moved the other way, onto the Call Routing sub-tab.Knowledge Base
The Knowledge Base is custom context the agent uses when answering patient questions, organized into named sections, each with a Title and a Data field. Separate sections cover distinct topics — for example, pharmacy policies, frequently asked questions, or notes about specific services — rather than combining everything into one block. The agent reads every section when generating responses. When you save the agent configuration, the system still checks your knowledge base for content that could interfere with agent behavior — such as directives, capability claims, or prompt-like instructions. If flagged content is found, a warning dialog lists the specific issues and affected sections.Refill Config
Refill settings are now on the PMS Config tab of the PMS page. How the agent handles refill requests on a call is unchanged:Refills for reassigned prescriptions. If your PMS reassigns Rx numbers, enable the corresponding option here so the agent accepts refills filed against the new number. Without it, the agent may tell callers to contact their prescriber for a prescription that’s already filled and on hold. The available toggles depend on your connected PMS.
On PioneerRx, Liberty RX, and BestRx, each of a patient’s medications is listed on its own, with its strength, rather than every strength of the same drug being folded into one entry. If a caller names a medication that matches more than one of their prescriptions — including the same drug at two strengths — the agent names the strengths and asks which one they mean instead of choosing. A prescription number that a renewal has since replaced still resolves to the current prescription, so a number read off an older bottle refills the right one. When a medication has more than one prescription on file and one of them has been transferred, the agent reports and refills the one that wasn’t transferred, even where the transferred prescription carries the newer number.
On PioneerRx, a prescription your pharmacy has not finished preparing is reported as not yet refillable, and the agent tells the caller it is still being prepared rather than filing a refill it cannot complete.
Which status the agent reads back. On PioneerRx, a prescription’s own status and the stage it has reached in your pharmacy’s workflow are tracked separately. The agent reads the workflow stage back to the caller only while the prescription is still moving through that workflow; once the work on it is finished, the caller hears the prescription’s own status. A workflow stage your system reports but VOXO doesn’t recognize is left out rather than read back as a status, and a reversed prescription is reported as still being processed rather than unavailable.
A prescription that comes back from your PMS without a prescription number can’t be refilled or reported on. When a caller asks about one, the agent hands them to pharmacy staff instead of answering from the profile, filing a refill, or asking the caller to read out a number your system doesn’t have.
On PioneerRx, BestRx, and LibertyRx, the agent submits refills in a single bulk request when a caller asks for several prescriptions at once. The agent confirms the list with the caller, files the refills together, and reports the outcome for each prescription in one summary instead of repeating the refill flow for every script.
A caller who asks to refill “everything” is asked which medications they mean rather than having their whole profile submitted. A caller who asks what they can refill hears the names of the prescriptions that are currently refillable, so they can pick from that list.
Next fill date. Where your PMS supplies one, the agent reads the prescription’s next fill date back in the refill confirmation — after the refill is submitted, it tells the caller the pharmacy won’t fill that prescription until the date on it. Prescriptions submitted together that share a date are named in one sentence. The date is no longer raised before the caller has asked for the refill, and a prescription that can’t be refilled yet is still answered with the reason it can’t. A date that has already passed isn’t read back.
Tools
Auto Transfer Compounding is now part of the Call Routing sub-tab. Who Is Calling — Liberty RX locations only. The plugin download is now on the Who is Calling tab of the PMS page. See Who Is Calling for install and troubleshooting steps.The agent can book vaccine appointments on outbound Vaccine Scheduling campaigns, against the calendars and event types you set up on the Scheduling page. Inbound callers who ask to schedule a vaccine or an appointment are still routed to pharmacy staff.
Embedding the chat widget
After configuring the widget in Settings, copy the embed code and add it to your pharmacy website.1
Open the Webchat sub-tab
In the Settings tab, select Webchat from the sub-tab list.
2
Configure the widget
Set the widget name, position, auto-open behavior, and appearance. The live preview on the right updates as you make changes.
3
Copy the embed code
Scroll down to the embed code section. Click the copy button to copy the code snippet to your clipboard.
4
Add the code to your website
Paste the embed code into the HTML of every page on your pharmacy website where you want the widget to appear. Place it just before the closing
</body> tag. If your site uses a tag manager, you can add the snippet there instead.5
Verify the widget
Visit your website and confirm the widget appears in the correct position and opens as expected. Return to the Webchat sub-tab to adjust any settings if needed.