Airvet vets: What to know about our video routing

Oct 31, 2022

Important Things to Know About Airvet Video Routing


How are video calls routed?

When Airvet routes a call to you, you have the option to accept or decline the call. If your availability is set to “online” but you’re not able to answer in time, we will route the request to another provider so that we can connect the pet owner as quickly as possible. We then calculate your acceptance rate as the number of calls that you accept compared to the number of total calls that were routed to you.

In an effort to ensure every pet parent is connected to an Airvet Network provider as quickly as possible, we are now prioritizing connecting pet parents with Airvet Network providers based on those who have high acceptance rates. That means the higher your acceptance rate, the more calls will be routed to you.


Best practices to improve your acceptance rate

Here are a few recommendations that can help to improve your acceptance rate:

  • Only toggle online when you are available to answer on-demand calls and toggle off when you are no longer available.
  • Ensure you have your notifications turned on and your volume up (before toggling online) so you can hear when calls come through
  • To prevent calls from dropping, ensure you are connected to Wi-Fi or have full network bars before toggling online
  • Accept at least every 3 out of 4 calls (+75% acceptance rate)
  • If you run into an issue where you did not get a notification for an incoming call or if the call rings for less than 20 seconds, let us know at so we can investigate

For those times when you are online but unable to answer a call, declining will let us know to try the next provider and allow the pet parent to receive help faster. You can decline by:

    • iPhone users: press the phone’s “Lock” side button twice to decline the call
    • Android users: select the “Decline” option on the screen

If you have questions about our acceptance rate or these best practices, let us know at