What has changed in PharmaLineAI.

No promise of the team when you're closed

Sometimes a caller described an emergency before the assistant had finished getting ready. Out of hours, they heard "I'm putting you through to the team as well" after the 999 advice, though nobody could take the call. The 999 advice is still said at once. The assistant now adds that it's putting them through only when someone can be reached.

Emergency calls checked to the last step

Our test calls now follow a call past the assistant, through to what the caller hears when the team doesn't answer. So we can check the 999 advice on an unanswered emergency call without anyone's phone ringing.

Emergency calls checked on the live line

We called the live line, without a phone, as a caller whose mum has collapsed, one who says someone can't breathe and one who says someone has passed out, and again just after 6pm, when the test pharmacy closes. Every time, the assistant told them to call 999 straight away before anything else. Nothing changes for callers or for your team.

Shared parts brought up to date

The parts our products share are on their latest version. A long web address in a guide now wraps on a phone instead of widening the page. Nothing else you see changes.

Calls out of hours

When you're closed, a caller who needs your team isn't put through. The assistant tells them when you open again, and to call NHS 111 for urgent medical advice or 999 in an emergency. Want after-hours calls answered? Add an out-of-hours number in Settings → Phone line → When you're closed, and they're put through to it instead. The assistant still answers hours, address, services and prescription status at any time.

No promises it can't keep

The assistant no longer says it's putting someone through when it can't. If a caller is told "please hold while I transfer you", they are now always transferred.

Set your opening hours

Owners can now set opening hours for each day in Settings → Pharmacy, including a break at lunchtime. The assistant reads them to callers, and they decide when you're closed.

The transcript follows the recording

While a call recording plays, the line being spoken is highlighted and kept in view. Untick Follow along to scroll freely.

Recordings show their full length

A recording's progress bar started near the end and crept back as it loaded. Recordings now show their full length straight away, and you can jump anywhere in them.

Dates of birth and postcodes, however they're said

Callers can give their date of birth any way they like: 7th February 1991, 07/02/1991, or digit by digit. Their postcode can come with or without spaces. The assistant no longer asks for a set format or reads one out. If it can't make something out, it asks again in plain words, and that doesn't count as a failed attempt.

One chance to correct a detail

If the details don't match your records the first time, the assistant reads back what it heard slowly. It reads back all three, so it never says which was wrong, and the caller can correct anything. A second miss puts them through to your team, as before.

Call recordings play again

Recordings of calls to lines handled in Europe couldn't be played on a call's page; the player stayed greyed out. They now play, and are deleted from the phone provider at the end of your retention period as they should be.

Confirm it's you before adding a passkey

A passkey signs you in on its own, so Add a passkey now asks you to confirm it's you first, unless you already have in the last ten minutes: the code from your authenticator app (or a backup code) if two-factor is on, otherwise your password. If you sign in only by email link or Google, Microsoft or Apple — or signed in more than a day ago — you're asked to sign in again, and you come straight back to Account & security to add it. Removing a passkey asks for nothing.

Confirm it's you before setting a first password

If your account has no password yet, Set password now asks you to sign in again first unless you signed in in the last ten minutes, and brings you straight back to finish.

An email when a passkey or a password is added

Whenever a passkey is added to your account, we email you its name and when it was added; if it wasn't you, the email says how to remove it and to change your password. Setting a first password sends one too, saying how to reset it if it wasn't you.

A standing test for the phone assistant

Before any change to how the phone assistant behaves, we now run it through the same 62 test calls. The test checks every urgent call is put through or told to ring 999, that the assistant doesn't hand staff calls it could answer, how quickly it starts speaking, and what each call costs. The results are compared with the last accepted run, and the change doesn't go out if an urgent call is missed or the assistant gets worse. Nothing changes for callers or for your team.

Your code after every way in

With two-factor authentication on, you're now asked for your authenticator code after an email sign-in link and after Google, Microsoft or Apple, just as after your password — then taken where you were heading. Email sign-in links work again on accounts with two-factor on. A passkey still signs you in in one step.

See what you've typed

Every password field has an eye button that shows your password while you check it. It hides again when you press it, and whenever you submit.

A strength meter when you choose a password

Creating an account, resetting your password, or setting or changing it now shows how easy the new one would be to guess, and why. It's advice and never stops you: your name, your email or a word dressed up like Password1! rates low; a phrase of unrelated words rates well.

One simple password rule

Any password of 8 to 128 characters is accepted, wherever you choose one. Setting, resetting or changing a password no longer needs a letter and a number.

Passkeys work however the site's address is set up

Adding a passkey, or signing in with one, could fail with an error if PharmaLineAI's own web address was set up with a slash at the end. Passkeys now work either way.

Trusting a device lasts 30 days

The two-factor sign-in screen said Trust this device lasts 60 days. It lasts 30, and now says so.

A passkey picked from the email field takes you in

On the sign-in page your browser can offer your saved passkeys as you click into Email. Choosing one signed you in but left you on the sign-in page. It now takes you to your dashboard, as Sign in with a passkey does — and PharmaLineAI's administrators can open the admin screens straight away.

Your password takes you on to your code

With two-factor authentication on, signing in on the Password tab now goes on to Enter your code. Before, it went straight back to the sign-in page, so anyone with two-factor on — PharmaLineAI's administrators included — could not sign in with their password.

Signing in keeps you on PharmaLineAI

After your code, you only ever go on to a page within PharmaLineAI — your dashboard if nowhere else was asked for.

A password reset signs you out everywhere

Resetting a forgotten password now signs your account out on every device, so anyone who knew the old password loses their way in too. Sign in again with the new one.

So does changing your password

Changing your password in Settings → Account & security always signs out every other device, while you stay signed in where you are.

Administrators need two-factor authentication

The administrator screens now open only for administrators with two-factor authentication on. An administrator without it will be asked to set it up on their next visit to an admin page — it takes a minute in Settings → Account & security, and everything else keeps working until then.

And a sign-in that used it

They also need a sign-in from the last 30 days that used your authenticator code or a passkey, so after signing in with Google, Microsoft, Apple or an email link, sign out and back in with your password and code. Pharmacy owners and staff are not affected.

Passkeys and two-factor changes need it too

An administrator can add a passkey, or change, show or turn off two-factor, only from a sign-in that used their authenticator code or a passkey. Turning two-factor on for the first time works from any sign-in, and a passkey can be added straight after.

Hours, address and services without a pause

The assistant now has your pharmacy's opening hours, address and services to hand from the start of every call, instead of looking them up mid-answer — a quarter off the typical wait for the first word.

Put through without the pause

When the assistant puts a caller through to the team, it starts saying so straight away rather than after deciding everything else about the transfer.

Where an answer came from

On a call's review page, a reply can now say it was based on your pharmacy details and services loaded at the start of the call.

999 the moment an emergency is described

The assistant checks everything a caller says for an emergency before it answers. Someone saying their dad has passed out or can't breathe is told to call 999 straight away and put through to the team, whatever else they asked.

999 again if nobody answers

If the team can't answer a transfer, a caller who described an emergency is told to hang up and call 999 now. Every other "no one is available" message now mentions 999 too, instead of only asking the caller to try again later.

More ways of saying it

The assistant recognises more of the ways people describe an emergency on the phone — passed out, turning blue, not responding, took too many tablets — without mistaking a question about seizure medication or an anaphylaxis pen for one.

An unfinished answer puts the caller through

Testing with another AI model found an answer that ran out of room before it said anything, on an urgent call. Now any answer that comes back unfinished or empty puts the caller through to the team instead of leaving them waiting, and someone describing an emergency still hears to call 999 first.

Lessons shared across pharmacies

PharmaLineAI can adapt a correction, exemplary reply, scenario or rule one pharmacy teaches its assistant into the training every pharmacy starts from. Each one is rewritten first, names are taken out, and the pharmacy is never named. Your own wording stays in force for you, and your approved information is never shared.

You decide

Owners can turn sharing off on Training → Guidance, under Help every pharmacy's agent learn from ours. A group's choice covers all of its branches. If something of yours has been shared, your entry says so.

It answers sooner

The assistant now starts speaking about a second after the caller finishes, where it could take ten seconds or more. It thinks less before it speaks — and, tested on every standard scenario, it routes calls at least as well as before.

When it says it's putting you through, it does

If the assistant tells a caller it's putting them through, the call is now always put through — it could say so and then wait.

It doesn't try to book what it can't

Asked to book, move or cancel an appointment, the assistant puts the caller through to the team instead of asking for a time it has no way to book.

The question gets answered before the transfer

When a caller asks something the assistant can answer as well as something only the team can help with — "What time do you close? I need an emergency supply" — it now answers first ("We close at 6pm today") and then says it's putting them through. Before, it could look the answer up and transfer without saying it.

The same 999 words every time

In an emergency the caller always hears the same reviewed line telling them to call 999 straight away, rather than the assistant's own wording.

An emergency caller always hears 999

When someone describes an emergency — a collapse, someone not breathing, chest pain and the like — the assistant tells them to call 999 straight away before putting them through to the team. It no longer relies on the assistant choosing the right words: the line is always said. Asking for an emergency supply of medicine isn't treated as an emergency.

Provider names from the shared module

The AI usage screens for platform admins name the AI provider from the shared module our products use, instead of a copy of their own. What they show is unchanged.

One AI module, shared

The phone assistant asks its AI provider for each reply through a module our products share, rather than its own copy, so they all behave the same way and are tested in one place. Which provider answers, the model it uses, what is sent to it and what it costs are unchanged.

A booking status you changed no longer reverts

Confirm one appointment and cancel another straight after, or change the same one twice, and each change stays as you set it. Before, whichever change was answered last decided what the list showed, so the first could revert just after you set it. If one change is refused, only that one goes back now.

999 comes before the transfer

When someone describes an emergency, the assistant tells them to call 999 straight away and then puts them through, rather than transferring in silence while they wait for someone to pick up.

A test estate and a scenario test plan

A pharmacy can be filled with realistic test patients, prescriptions, services and transcripts in one command, and a written plan walks through every scenario the line should handle, what to expect and where to check it.

What the agent uses

Training opens on every source the agent answers from — its built-in safety rules, your pharmacy details, services, prescription records, greeting and transfers, and its training — with what each holds and a link to where you change it. A table says where to fix each kind of mistake.

Training in layers

Every pharmacy starts from a starter set of rules and test scenarios for UK community pharmacy, including the calls that sound routine but are really clinical. A group can add its own for all its branches, and each branch its own on top — or replace or switch off an inherited entry, unless it is locked. Emergency handling is locked for everyone.

Read a call line by line

Click a caller in Calls to see the conversation with the time of every line and what the agent looked up before each reply. Where the call was recorded, press play or click a line's time to jump there.

Mark replies as exemplary or needing correction

Hold a reply up as the standard, or say what was wrong and what the agent should have said. Dates, postcodes and phone numbers are masked before anything is kept. Suggestions from team members wait in Review for an owner or manager to approve.

Test the agent against scenarios

Owners and managers can run a scenario — or all of them — against the agent with their own training, and see whether it handled the call, asked the right question or put the caller through.

Bring in transcripts and spreadsheets

Import the transcript of an earlier call, with its recording if you have one, to train on. Add scenarios in bulk from a spreadsheet saved as CSV.

Record AI calls for review

An owner can switch on recording in Settings → Phone line so the team can listen back beside the transcript. When it is on, the greeting tells callers. Recordings are deleted after the retention period, like transcripts.

The phone service copes with bad connections

A malformed message to the phone service could stop it for everyone. It now just drops that connection, and the caller is put through to the team.

Internal guides stay internal

Guides written for the PharmaLineAI team's own tools now open only for that team, inside their part of the app. The guides for pharmacy teams, and the book icons that open them, are unchanged.

A guide beside every page

Click the book icon next to a page's title to open its guide in a new tab, at the section about that page — Usage & billing opens the part about usage, the Agent test console the part about testing the agent.

Guide links on each Settings section

Each section of Settings has a Guide link at its top right — Phone line opens the Phone line guide, Agent API keys the part about giving an integration a key.

Help menu and guides inside the app

The question mark in the header lists the guide for the page you are on, Getting started, All guides and What's new. Guides now open inside PharmaLineAI, with a list of their sections beside them on wide screens.

Your AI line number is set up for you

Calls reach your pharmacy by its AI line number, so PharmaLineAI now sets it when your line is connected, and Settings shows it without letting it be edited. This stops anyone connecting a number that belongs to another pharmacy. You still switch the assistant on and off, and set your transfer number and greeting. To change the number, contact support.

Phone line settings fit a phone screen

The Phone line section no longer runs a little past the edge of the screen on a phone, which made the whole page scroll sideways.

Getting started describes today's header

The guide's tour of the header now matches what you see: the grouped menus, the help menu, the theme toggle and the account menu.

PharmaLineAI can adjust your plan for you

Our team can now change a pharmacy's plan on request, give a pharmacy a plan at no charge, or cancel one — always through Stripe when you pay by card, so any difference is prorated on your invoice. Each change is recorded in your pharmacy's audit log with the reason.

Sections instead of a long scroll

Pick Pharmacy, Account & security, Billing & plan, Phone line or Agent API keys from the list and only that section shows. On a phone the sections are a row across the top that scrolls sideways. Anything half-typed in one section is still there when you come back to it.

Links that open the right section

Each section has its own address, so you can bookmark one. Coming back from checkout, or following See plans from Branches, opens Billing & plan.

Plan history

Every change to a pharmacy's plan is now kept — which plan, from when to when, at what price, and whether Stripe or the pharmacy's creation made the change — so the people who run PharmaLineAI can see how each pharmacy's plan has changed over time.

What the AI costs

The phone service now reports how much of the AI model each call used, and PharmaLineAI prices it, so the people who run the service can see its cost against what plans bring in. Only the amounts are kept — nothing a caller says.

Search, sort and filter every list

One search box per list, matching every column — and a few things no column shows, such as a patient's notes or a call's summary. Click a heading to sort. Click the filter beside a heading to narrow a column to the values you pick.

Choose your columns, and save the arrangement as a view

Hide the columns you do not use. When a list is set up how you like it, save it under Views and come back to it whenever you want. Views are saved to you, not to the computer, so one set up in the dispensary is there on your phone.

Correct a value without opening a form

Click a value with a pencil beside it — a postcode, a prescription's item — change it and press Enter. A prescription's status keeps its own control, because it is what the assistant reads back to callers.

Right-click a row, and add records from the table

Right-clicking a row gives the same actions as its ⋯ button, now including Duplicate. The Add line at the foot of a table takes a couple of fields so a batch can be entered without a form each time.

Wide lists on small screens

A wide table scrolls sideways with its first column held in place, so you always know which row you are reading, and long lists are paged with a choice of how many rows to show.

Edit a patient or service now opens their details

Choosing Edit opened an empty Add form instead of the record you picked.

Closing a dialog no longer freezes the page

After closing a dialog opened from a row's menu, nothing on the page could be clicked until it was reloaded.

The phone assistant can run on either AI provider

Your instance uses one provider, set up when the phone line is installed, and it is named in your data-protection paperwork. If that provider is ever unreachable the line does what it has always done — it passes callers to your team.

Nothing said on a call is kept by the AI provider

Requests are sent asking the provider to keep no copy of the conversation. Transcripts live only in PharmaLineAI, and are still cleared after your retention window.

A provider is chosen, never guessed

If the phone service is pointed at a provider whose credentials are missing, it refuses to start and says so, rather than quietly using the other one. Callers reach your team in the meantime.

A booking's status changes as you set it

Pick Confirmed, Cancelled, Completed or No show and the booking says so immediately, with a small spinner on the box while it saves. If the save is refused the old status comes back and a message says why — so the diary never quietly disagrees with what you chose.

A deleted patient leaves the list at once

Confirming a deletion takes the row off the table straight away, with the Delete button showing it is working. If the deletion is refused the patient comes back, the confirmation box stays open so you can try again, and a message says what went wrong.

Prescription status still waits for the save

Deliberately unchanged: a prescription only shows its new status once it has been saved, because that status is what the AI assistant reads back to callers asking whether their prescription is ready. The box now shows a spinner while it saves, and says why if the save fails.

A deleted service disappears immediately

The card goes as soon as you press Delete, and comes back with an explanation if it cannot be removed — for example when a booking still uses it. Deleting one service no longer freezes the buttons on the others.

Revoking one API key leaves the others alone

Only the key being revoked shows a spinner; the rest of the list stays usable. A key is still only shown as revoked once the server has actually revoked it, and a new key is still only shown once it has been issued.

Adding a branch and provisioning its key say they are working

Both buttons show a spinner while they run, and one branch's key does not disable the other rows.

Every section shows the shape of its page while it loads

Bookings, Calls, Patients, a patient's record, the CSV import, Prescriptions, Branches, Usage & billing and the Agent test console each show a placeholder that matches the real layout, so nothing jumps when the content arrives. Screen readers are told the page is loading, which an animated grey box on its own does not do.

A progress bar for pages that take a moment

A slim bar appears across the top of the window when a page is on its way, and the link you clicked shows its own spinner so it is clear which one took. Both wait a moment first, so a quick page does not flash them.

Shared interface behaviour

The optimistic updates, pending state and navigation feedback above are the cohort's shared implementation rather than a copy of our own, so they behave the same way in every one of our products.

Phone line settings

In Settings → Phone line, owners switch the AI assistant on or off, set the AI line number and the transfer number, and write the greeting. Divert calls to the AI line from your existing number — on no answer, when busy, or for every call.

Callers always reach a person when needed

The assistant puts callers through to your transfer number for anything it can't handle, when they ask for someone, or if anything goes wrong. If nobody answers, the caller hears an apology instead of silence.

Opening hours and directions on the phone

The assistant tells callers your opening hours, whether you're open now, your address and directions, using the details in Settings.

Identity checks stop after three wrong attempts

After three wrong attempts on one call, the assistant stops checking and passes the caller to your team. It never says which detail was wrong.

Choose where patient data comes from

Settings → Phone line has a Patient and prescription data choice. Titan PMR and ProScript Connect are listed ahead of their integrations; until a system is connected and updating, the assistant transfers prescription calls rather than reading out possibly out-of-date status.

Phone line guide

A new guide explains how to connect the assistant to your existing landline, including which diversion to choose and how to avoid transfer loops.

Identity checks for larger pharmacies

Callers whose record was beyond a pharmacy's first thousand patients could never pass the identity check. Every patient is now checked, and two records with the same surname, date of birth and postcode are never guessed between.

Security updates

Framework and sign-in library updates, stricter checks on invitations, billing events and call logs, tighter browser security headers, and error messages that no longer reveal internal details.

Move between the steps of a new booking

In New booking, the step markers at the top take you back to any step you have already filled in, and pressing Enter in a field moves on to the next step once that step is complete. If something needs changing when you press Create booking, the form opens the step it is on and shows what is wrong.

Continue no longer creates the booking early

Pressing Continue on Service & time could create the booking straight away — skipping Confirm, sending an email confirmation whatever you would have chosen, and leaving no chance to add notes. It now opens Confirm, and nothing is created until you press Create booking.

One shared step-by-step form

Forms with steps now share one component, with automated checks on how Enter, Continue and the step markers behave.

Every release is numbered

Each update on the Changelog page now shows its version, whether it was a major, minor or patch release, and its date, with its changes grouped under headings. Earlier updates are numbered from 0.1.0.

Jump to any release

A list of releases sits beside the updates on a wide screen and scrolls along the top on a phone.

Release notes kept in step

An automated check now fails if the app's version number and these notes disagree.

Public pages

Features, pricing, guides, trust, contact and legal pages describe PharmaLineAI for pharmacy teams.

Sitemap coverage

Every public page is listed in the sitemap, so search engines can find it.

Structured data for search engines

Public pages describe themselves in a form search engines read, so PharmaLineAI can be shown more fully in results.

An API key for each pharmacy

Each pharmacy has its own API key, so a voice agent can only reach that pharmacy's records.

Call ingestion

A voice agent can send each call it handles to PharmaLineAI, where it is recorded against the pharmacy.

Strict identity verification

A caller's surname, date of birth and postcode must all match a patient record before anything about that patient is shared.

Prescription status read back only after verification

A verified caller can be told the status of their prescription; if the identity check fails, no detail is given.

Services

Pharmacies can set up the services they offer in Services.

Bookings

Pharmacies can book a patient into a service in Bookings.

Email or SMS confirmations

A booking can send the patient a confirmation by email or SMS, using only the channels the pharmacy has switched on.

Manage patients and prescriptions

Each pharmacy can add, edit and remove its own patients and prescriptions, which no other pharmacy can see.

CSV import

Patients can be imported from a CSV file.

Status tracking

Each prescription's status is tracked, from received through to collected.

GDPR audit entries

Viewing or changing patient data is recorded in an audit log that cannot be edited afterwards.