Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
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AI Receptionist · Respiratory & Lung Health
Breathlessness is triaged, never left on hold.
A caller who is fighting for breath cannot wait through a hold queue or a voicemail beep, and the difference between the right words now and a missed call can matter. LUNA's AI receptionist answers for your clinic, after hours, on overflow when your team is busy, or around the clock: calm with a frightened caller, and built on the actual regulatory obligations of Australian respiratory practice.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most valuable call your clinic gets is the one nobody answers.
Breathing trouble doesn't book ahead
Worsening asthma, a flare of COPD, a frightened caller who can't get a full sentence out: these calls arrive in the evening and on weekends, from someone who is scared and will ring the next clinic on the list if voicemail answers. The agent picks up, stays calm, and captures the enquiry properly.
More than a message pad
The agent answers questions about your services, your practitioners and how referrals and booking work from an approved knowledge base, then captures name, number, reason and urgency, or books directly into Cliniko where enabled. It knows when a specialist referral is needed and captures the pathway rather than guessing.
Breathlessness triage, built in
Acute severe breathlessness, blue lips, a caller who cannot speak a full sentence: these are not messages for the morning. The agent runs your configured escalation guidance first, before anything else, sends the caller to 000, and alerts your nominated contact.
She hears the breath in the voice
The first ninety seconds are the ones that count.
When a breathless caller rings a recorded after-hours line, the agent doesn't diagnose and it doesn't reassure. It reads the situation against your configured escalation guidance, gives the caller the exact holding script for the next few minutes, and flags it to your team straight away. Here is what that sounds like across the three tiers your clinic sets.
Call 000: can't speak a full sentence
Acute severe breathlessness, blue lips, or a caller who cannot get a full sentence out is a medical emergency, not a clinic appointment. The agent recognises it, tells the caller to phone 000 or go to the nearest emergency department immediately, and does not offer a booking instead. It never talks anyone out of calling triple zero.
Same-day priority: worsening asthma or COPD
Asthma or COPD that has been steadily worsening, where the caller can still talk, is never treated as a routine booking. The agent captures it with same-day urgency, tells the caller the team will be in touch today or follows your after-hours pathway, and to ring 000 if it gets worse. It does not reassure them it can wait.
Never: inhaler, dose or technique advice
How many puffs, which preventer, whether to skip a dose before a test: these are for the prescriber and the clinical team, never the agent. It declines to advise on medication, dose or technique, offers to capture the question or a technique review at an appointment, and gives no numbers.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Airway Respiratory Clinic is our fictional Brisbane practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: ask it how many puffs of your preventer to take, quote your out-of-pocket on a sleep study, or read out last week's results. The interesting part is what it refuses to do.
A fictional clinic, invented for this demo. No real patients, practitioners or bookings are involved.
Talk to Luna
Tap to start a short call with the agent answering for Airway Respiratory Clinic, then throw it your hardest questions.
Calls are capped at about three minutes, may be reviewed to improve the agent, and are for demonstration only.
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.
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Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
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Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
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Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
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Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
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Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
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Barry · Helper
Inviting, friendly male for customer support and product videos.
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Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
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Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
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Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
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Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
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Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
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How she's trained
Five layers deep. From reception craft to your own protocols.
Reception craft
Natural Australian conversation, a calm register for a caller who is frightened and short of breath, 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 respiratory canon
The Thoracic Society and respiratory college guidance, the national asthma and COPD management standards, and the Medical Board's Good Medical Practice on scope and escalation, distilled into breathlessness triage tiers, a hard line on no inhaler, dose or technique advice, no reading or interpreting a caller's action plan, no results disclosure, and title discipline that never calls a respiratory scientist a specialist, all with rules that cite their sources.
Your clinic
Your physicians and scientists and their exact titles, your services, referral and fees policy and hours, your test-prep and escalation stance, plus your own materials: pre-test instructions, patient information sheets, aftercare notes, and a specialised go-live questionnaire about how your clinic 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 never self-retraining on its own.
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 indemnifier 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 Thoracic Society and respiratory college guidance, the national asthma and COPD standards, the Medical Board's Good Medical Practice, 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, after-hours respiratory pathways, jurisdiction privacy law.
✓ approved · v1.0
Respiratory
Breathlessness triage tiers, no inhaler or dose advice, no action- plan interpretation, no results disclosure, no diagnosis by phone, and title discipline.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Medical Board of Australia
Good Medical Practice: a code of conduct for doctors · scope of practice and escalation · specialist registration and title rules
Thoracic Society & colleges
Thoracic Society of Australia and New Zealand position statements · respiratory college clinical guidance · lung-function testing standards
Asthma & COPD standards
National asthma management handbook · COPD-X concise guide · action plan and severity-assessment 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 physicians and scientists and their correct titles, services, referral and fees policy, hours, test-prep and escalation stance, escalation contacts, plus your own materials: pre-test instructions, patient information sheets, 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 respiratory-specific test script, breathlessness triage and no-medicine-advice discipline included. It must pass every probe 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.
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 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 breathless caller after hours?
It runs your configured escalation guidance before anything else. Acute severe breathlessness, blue lips, or a caller who cannot speak a full sentence is sent straight to 000. Asthma or COPD that has been steadily worsening is captured with same-day urgency. It gives the caller the immediate steps, directs them per your after-hours pathway, and raises an urgent alert to your nominated contact. It never diagnoses and it never talks anyone out of emergency care.
Will it give inhaler doses or read out results?
No. Doses, puffer technique and whether to skip a medication before a test are for the prescriber and clinical team, so the agent declines and captures the question or offers a technique review. It will not read out, confirm or interpret any result, including a sleep study or lung-function test, and instead logs a callback request for the clinician. That keeps you inside scope and privacy obligations.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. Where a specialist referral is needed the agent captures the pathway rather than booking blind. 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. Book a discovery call and we'll walk you through how the agent handles breathlessness, doses and results, plus exactly what setup looks like for your clinic.