Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Psychology & Psychiatry
Some calls cannot wait for a callback. Your receptionist should know which ones.
Most mental-health calls are ordinary: a booking, a referral question, an ADHD assessment enquiry. A few are not, and the person on the line may be in real distress. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: warm with every caller, unshakeably careful with the ones who cannot wait, and built on the actual obligations of Australian psychology and psychiatry.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most important call your practice gets can be the hardest to answer well.
People call when it is quiet
Distress does not keep business hours. Someone finally reaching out at 10pm has often waited a long time to make that call. Voicemail is the worst possible answer, and for an ADHD or first psychology enquiry it simply sends them to the next practice with a shorter wait-list.
More than a message pad
The agent answers questions about referral pathways, telehealth, assessment process and your intake steps from an approved knowledge base, then captures name, number, reason and urgency, or books directly into your practice software where enabled.
The hard call, handled
A caller in crisis is never a message for the morning. Distress is screened first, before anything else, with a warm scripted escalation to 000 or Lifeline and an urgent flag to your team. It never queues them, and it never plays therapist.
The rule set we review most carefully
Some calls cannot wait for a callback. She knows which ones, and what to do.
This is the one guardrail we write with the most restraint and the least improvisation. When a caller is distressed, at risk, or talking about not being safe, the agent does not book, does not reassure into silence, and does not take a message for Tuesday. It follows a fixed, warm, scripted escalation, and it stays gentle in tone the whole way through.
Immediate danger goes to 000
If someone is in immediate danger, the agent says so plainly and directs them to call 000 or go to their nearest emergency department now. For distress that is not an immediate emergency it warmly offers Lifeline on 13 11 14, and it raises an urgent flag to your nominated contact so a real person knows straight away. Never a queue. Never "the psychologist will call you Tuesday."
She never becomes the listener
The agent never has a therapeutic conversation. It will not counsel, assess risk clinically, or invite someone to talk it through with it. It declines that role warmly and honestly, something close to "I'm not the right person to talk this through with, and you deserve someone who is," then gets them to help that is. Support beyond capture is out of scope, on purpose.
Confidentiality tighter than anywhere
It never confirms to anyone unverified that a person is a client, or that they have an appointment, or that they have ever called. Parents, partners and employers ring constantly, and the answer is always the same careful non-confirmation. Here, even acknowledging that someone is a patient is a breach, so it does not.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Clearwater Psychology & Psychiatry is our fictional Canberra practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: tell it you are in crisis, ask it to confirm whether someone is a client, or ask it to renew a stimulant script. The interesting part is what it refuses to do.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
Tap play to hear this voice
Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
Tap play to hear this voice
Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
Tap play to hear this voice
Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
Tap play to hear this voice
Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
Tap play to hear this voice
Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
Tap play to hear this voice
Barry · Helper
Inviting, friendly male for customer support and product videos.
Tap play to hear this voice
Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
Tap play to hear this voice
Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
Tap play to hear this voice
Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
Tap play to hear this voice
Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
Tap play to hear this voice
Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
Tap play to hear this voice
How she's trained
Five layers deep. From reception craft to your own intake steps.
Reception craft
Natural Australian conversation, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and National Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The mental-health canon
The Psychology Board of Australia standards and its area-of-practice endorsement rules, so a psychologist is only ever called an endorsed clinical psychologist when your configuration says so, RANZCP guidance for psychiatry, the Medicare Better Access framework behind mental-health treatment plans, and the crisis-line standards behind the 000 and Lifeline escalation. Distilled into title discipline, no-therapy scope, extreme confidentiality and a crisis script that cites its sources.
Your practice
Your psychologists, psychiatrists and their exact titles, your assessment and intake process, telehealth and wait-list position, fees and cancellation policy, and escalation contacts, plus your own materials: intake forms, referral guidance, and a specialised go-live questionnaire about how your practice actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off, and it never quietly retrains itself.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your board, your indemnity insurer and AHPRA would ask is what it says on a recorded line at 9pm with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the Psychology Board of Australia's standards and endorsement rules, RANZCP guidance, AHPRA advertising guidelines, and the Australian Privacy Principles. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, crisis and after-hours lines, jurisdiction health-records law.
✓ approved · v1.1
Psychology & psychiatry
Warm crisis escalation, no therapy over the phone, extreme confidentiality, exact titles, and no medicine named or confirmed.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Psychology Board of Australia
Registration standards · area-of-practice endorsement guidelines · the clinical psychology endorsement · code of conduct
Psychiatry & medical bodies
RANZCP guidance and practice standards · Medical Board Good Medical Practice · GP referral requirements for psychiatry
Medicare & crisis standards
Better Access mental-health treatment plan framework · Lifeline 13 11 14 and 000 escalation standards · crisis-line referral guidance
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · TGA advertising rules · ACCC advertising guidance
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records and medicines legislation
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your practitioners and their correct titles, services, assessment and intake process, telehealth and wait-list position, fees and cancellation policy, referral rules and escalation contacts, plus your own materials: intake forms, referral guidance and aftercare notes. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with a mental-health-specific test script that leans hardest on the crisis and confidentiality probes. It must pass every one before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things practice managers actually ask us.
What happens if someone is in crisis right now?
Distress is screened first, before booking or anything else. The agent directs immediate danger to 000, warmly offers Lifeline on 13 11 14 for distress that is not an immediate emergency, and raises an urgent flag to your nominated contact. It never puts a distressed caller in a queue and never defers them to a later callback. It also never counsels or assesses risk clinically; its job is to get them to real help, fast and gently. We write and review this wording with the most care of any rule on the agent.
Will it ever try to have a therapy conversation?
No. The agent never becomes the listener. It declines that role warmly and honestly, then captures the enquiry or escalates as configured. Support beyond capture is deliberately out of scope, because the right person for that conversation is one of your practitioners, not a receptionist.
Does the caller know it's an AI?
Always. Every call opens by saying it's an AI assistant and that the call is recorded, and it confirms it plainly if asked. That disclosure is fixed at the compliance layer; no clinic setup can remove it, which also satisfies the strictest Australian recording-consent standard.
Where do recordings and transcripts go?
They contain sensitive health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
How does it handle a partner or parent who calls?
With the same careful non-confirmation every time. It will not confirm that a person is a client, has an appointment, or has ever called, to anyone it has not verified. Parents booking for their own children is normal and handled per your consent and capture configuration, but confirming an adult's attendance to a third party is not, so it does not.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like your reputation depends on it.
Because it does, and here more than most. Book a discovery call and we'll walk you through the crisis-handling script and exactly what setup looks like for your practice.