Right message. Right person. With the context attached.
Relay understands what a conversation is actually about before deciding where it belongs — contextual routing, not call forwarding.
Relay Agent
Gets every conversation to the right person, when needed.
Pillar understands the context, checks your clinic’s workflows and routes the conversation or task to the right person — with the context they need to act.
- Front deskGeneral patient enquiryLive transfer · Task · Message
- PractitionerPractitioner-specific enquiryMessage · Notify
- Practice managerComplaint, escalation or urgent adminNotify
- Admin teamFollow-up or administrative taskMessage · Task
Front desk — A booking change against a known appointment — the front desk owns the diary.
Tap an enquiry to see where it goes
- Phone call
“I need to move tomorrow's appointment.”
- Pillar Relay
Understands the context, checks your clinic’s workflows, and finds where this belongs.
- Front desk
General patient enquiry
Live transfer · Task · Message
- 01
Understands context
Pillar understands what the person needs and the conversation that led there.
- 02
Checks your workflow
Checks the clinic's rules, team and relevant context.
- 03
Finds the right destination
Matches the enquiry or task to the appropriate person or workflow.
- 04
Relays with context
Transfers, notifies or creates the next action with the relevant context attached.
Relay decides where a conversation belongs. Clinical decisions always stay with your practitioners.
Right message. Right person. With the context attached.
What it takes off your plate
No more triage at the desk
Work reaches the person responsible without someone having to interpret and relay it first.
Context travels with it
The person receiving the conversation gets the history, the intent and the outcome so far.
Fewer dropped handovers
Nothing sits in a message pad waiting for the right person to walk past.
Rules you set
Routing follows the responsibilities and escalation paths your clinic has confirmed.
Contextual routing
How Pillar decides where it belongs
Illustrative routing logic. Pillar understands what the conversation is about before deciding where it goes.
- Supplier callsStocktake / operations manager
- Patient asks about a rehab exerciseLast treating practitioner, or the practitioner responsible for rehabilitation
- Patient complaintPractice manager
- Clinical questionAppropriate practitioner
- Account or invoice questionAccounts / authorised team member
From inside the practice
Built for the desk. Described by the people behind it.
From the people who feel the difference this agent makes.
“In psychology, technology has to know its boundaries. It's not just about answering quickly — patient privacy, appropriate escalation and knowing when a conversation needs a person matter. That's what makes the way Pillar has been designed important to us.”
The biggest changes
01
Clear boundaries
Administrative conversations can be handled while professional and sensitive matters remain with people.
02
Consistent communication
Patients receive responses based on the practice's approved information and workflows.
03
Human escalation
Conversations requiring a person are routed rather than AI attempting to answer everything.
Routing that understands the conversation.
Relay is not a phone tree. It reads intent, checks who is responsible in your clinic and delivers the conversation — with everything already known about it.