Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Weight-Loss & Metabolic Clinics
The medicine everyone is calling about. The one word she will never say.
Weight-loss clinics are taking more calls than they have ever taken, and almost every caller opens with a brand name. That one word is exactly the advertising the TGA is enforcing against. LUNA's AI receptionist answers for your practice, after hours, on overflow when your team is busy, or around the clock: warm with callers, and built so she reframes to your program and your consultation without ever naming, pricing or confirming stock of a single medicine.
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.
Volume like nothing before it
The GLP-1 era has your phone ringing off the hook, often after hours, often from someone who has just seen an ad and wants to start today. Voicemail sends them back to their browser, and to the next clinic on the list.
The riskiest sentence in medicine, right now
Confirm you stock a named injection, quote a price for it, or promise a number on the scales, and you have just published the exact advertising the TGA is enforcing against. The agent reframes every one of these to your program and consultation, from an approved knowledge base, then captures the enquiry.
Post-start safety, built in
A caller three days into treatment who cannot keep water down is not a message for the morning. Emergency symptoms trigger an immediate 000 and emergency department script, plus an urgent alert to your nominated contact.
The one word she will never say
Every caller says the brand. She hears a program.
The most common opening line your clinic gets is a medicine by name. Handled badly, that single exchange is advertising a prescription-only weight-loss medicine to the public. Here is the compliant reframe, the same move every time, no matter how the caller phrases it.
What the caller says
"Do you do Ozempic?" · "How much is the jab here?" · "Have you got it in stock this week?" · "Can I just get a script sorted over the phone?" The brand name, a price, stock, a shortcut. It arrives on nearly every call.
What she does with it
She never repeats the brand back, never confirms or denies that you stock it, never names a medicine, never puts a price on one, and never checks supply on the phone. She reframes to your weight-management program and the consultation that starts it, then captures the enquiry for your team. Confident, warm, and completely inside the line.
This is not us being cautious for its own sake. Naming, pricing or confirming stock of a weight-loss injection to the public is the precise conduct the TGA has said it is enforcing against. Your team already knows to sidestep it. The agent does it on every call, at 2am, on a recorded line, without a slip, because the rule is fixed at the compliance layer and no clinic setup can switch it off.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Compass Weight Management is our fictional Geelong 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 the brand-name question everyone opens with, ask what you will weigh by Christmas, or ask if it is in stock. 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.
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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 brochures.
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 Medical 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 weight-management canon
The TGA advertising rules and its current enforcement position on weight-loss injections, RACGP obesity management guidance, the NHMRC obesity guidelines and the Australian Obesity Management Algorithm, and Ahpra telehealth guidance on responsible prescribing, distilled into the never-name-a-medicine rule, no phone eligibility, no weight-loss numbers, respectful person-first language and factual telehealth handling that all cite their sources.
Your clinic
Your practitioners and their exact titles (a GP with a special interest in obesity medicine is described exactly that way, never upgraded to "specialist"), your program, configured fees and hours, plus your own materials: program information, pre-consultation guidance, aftercare sheets, 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.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your insurer, the TGA 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 TGA advertising rules and its enforcement position on weight-loss injections, AHPRA and Medical Board advertising guidelines, the obesity-management guidance, 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 nurse lines, jurisdiction privacy law.
✓ approved · v1.1
Weight-loss & metabolic
Never name, price or confirm stock of a weight-loss medicine, no phone eligibility, no weight-loss numbers, respectful language, factual telehealth handling.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · telehealth guidance on responsible prescribing · guidance on using AI in healthcare
Therapeutic Goods Administration
Advertising rules and the Therapeutic Goods Advertising Code · the enforcement position on weight-loss injections · no advertising of prescription-only medicines to the public
Medical Board of Australia
Good Medical Practice · advertising guidelines · title accuracy · telehealth and responsible-prescribing expectations
Primary care & clinical
RACGP obesity management guidance · NHMRC obesity management guidelines · the Australian Obesity Management Algorithm
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · ACCC advertising guidance · fees and Medicare accuracy
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, your program, configured fees, hours, referral rules and escalation contacts, plus your own materials: program information, pre-consultation guidance, aftercare sheets. 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 weight-management-specific test script, brand-name calls, stock questions and shortcut requests 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.
What if the caller keeps naming a medicine?
She holds the line every time. She never repeats the brand back, never confirms or denies that you stock it, never prices it, and never checks supply. She reframes to your program and consultation and captures the enquiry. Naming, pricing or confirming stock of a weight-loss medicine to the public is the exact advertising the TGA is enforcing against, so it's fixed at the compliance layer, not left to improvisation.
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.
Can it handle telehealth enquiries?
It describes your configured telehealth process factually, and nothing more. It never implies a script on signup or a questionnaire-only prescription, because responsible-prescribing guidance rules that out. Whether anything is prescribed is always a clinical decision made at a consultation, and the agent says so.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real consultation 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. Book a discovery call and we'll walk you through the demo agent live, plus exactly what setup looks like for your clinic.