Pharmacy Missed Call Text-Back

Never. Clinical questions route to the pharmacist, full stop. The agent handles transactional requests (refills, transfers, hours, OTC product locations) and the pharmacist handles anything clinical. The boundary is critical for patient safety because misanswering a clinical question can cause real harm, and the prompt enforces it strictly. Patients who ask clinical questions get a clear handoff: 'the pharmacist will call you back about this in the next two hours.'

Controlled substances cannot be refilled through automation in most states (Schedule II requires a new prescription each time, Schedule III through V have specific automation restrictions). The agent recognizes Schedule II and Schedule III scripts and routes those to the pharmacist with the patient's number rather than processing the refill. The patient gets a callback timeline rather than an auto-processed refill that would fail compliance.

Yes. Vapi supports Spanish natively, and the SMS conversation seamlessly switches based on the patient's response language. For pharmacies in markets with significant Spanish-speaking patient panels, the bilingual capability is essential because many patients with chronic conditions are bilingual but more comfortable in Spanish for medical conversations.

Compounding requests get a specific routing branch that captures the formulation needed, the prescribing physician, the patient's allergies and considerations, and routes to the compounding pharmacist for direct conversation. The actual compound preparation happens at the bench under the compounding pharmacist's direction; the agent's job is to capture the request cleanly so nothing is lost in translation.

Common copay questions (what is my current copay, has my insurance changed, why did the price go up) get pre-approved answers based on the pharmacy's standard handling. Specific eligibility checks, prior authorization requests, and benefit-investigation questions stay with the pharmacy technician or billing team because they require real-time payer system access. The agent makes sure no patient gets stuck on hold for a question the team needs to answer in person.