16.9. Communication Logs

*THE BIG WHAT
The communication log will track the deliverability of email, text, and robo calls for automated communications such as appointment confirmation/reminders, e-consent emails, e-pay requests. If the client received the communication, a green check will be shown next to the log details. If the communication was not delivered, a red x will be displayed.

Communication Logs

The communication log allows you to see a record of reminders and confirmations sent to clients during a selected time frame.
In Clients > Communication Logs you can filter for types of communication and status.

The following communications are tracked in the log:
Appointment Confirmations
Appointment Reminders
Consent Reminders
Item Reminders
Payment Requests
Payment Receipts

You can filter by delivery method: email, text, and calling. Also, search for only completed or only failed ones.

Here is what the communication log looks like:

Communication Logs

Failed Communications

If the communication has failed, a red “X” will be listed under the status. Hover over the X and a reason will be provided. In some cases you can update the client’s contact information and future correspondence will be attempted using the new email or phone.

Go to Search Clients/Animals.
Locate and View the client profile.
From the Client Profile, click Update and revise the contact information. Then, Save.

For a pending appointment, future correspondence will go to the new contact information. This includes appointment reminders and item reminders based on your clinic’s settings for the sending schedule. (See the sending schedule in Settings > Confirmations and Reminders)
If you update the information after the window for the sending schedule, then you will need to manually send the correspondence. From Clinic HQ, use the Communication Log to view the message of the failed correspondence. Click the “Message” button and copy the text. Open your clinic’s email and compose a new email. Paste the message and manually send the email.

Failed E-consent

If the failed communication is an e-consent reminder, follow the instructions for how to delete and resend the consent to the correct email address, HERE.

Failed Confirmation Email

The confirmation email cannot be resent. This email is only sent at the time the appointment is created/confirmed. Search the client’s profile an update their email address. Appointment reminders will be sent to the updated email.

Client Profile Communicaiton Log

This Communication Log under the Client section will show all client communications.
If you Search Clients/Animals and view a specific client profile, you will also find a tab in the profile for communications. The log in the client profile will show activity for just that client.

Client Profile shows the communication history

Email Deliverability

We use a whitelisted IP address to send HQ emails. We have a 95.1% delivery rate, with 3.1% bounces and 0.01% spam complaints. The remaining emails are suppressed if the user previously marked the email as spam or if they opted out of receiving emails. If you’re concerned an email is not going through, please check Clients > Communication Logs. This is your best source of information about the deliverability of emails. If someone does not get an email that is sent you can do the following to troubleshoot it:

1. Call the user and ask them to check their spam folder. If the email is there, please open a help ticket with the details of the email (who it was to) and we can research on our end.
2. Check the client’s profile and make sure they haven’t ticked any boxes to opt out of communication.
3. Make sure the email is spelled correct by going to Clients > Communication Log and double check the correspondence here.