Enabling Text Capability in Settings

To text clients with automated reminders, one-on-one for check in or questions during the day, you must enable the feature in Settings > Call & Text Add-On. Please follow the detailed instructions closely, HERE.
The setup process can take a few weeks since there is a registration process to obtain a phone number for the business. (A physical phone is not required.)

The first step is to turn on this service in HQ. Go to the Settings section in HQ, and click on the Call & Text Add–On link in the navigation panel on the left side of the screen. Please follow the setup instructions closely from the manual steps in the Settings section.

Once your registration is fully completed through the Twilio A2P process, you will search for a phone number to use. If no matching area code is found, select your state and then click the Setup button. This is important because you’re finding the phone number the messages will be sent from. If you don’t see your clinic’s area code, we cannot add it. The list you see comes directly from the service we use and their available area codes. If you didn’t see your area code, select a phone number that is close to yours.

The monthly fee is $1.00 per month for the phone number (in addition to the .05 cents per segment).

Setting Up Text Message Reminders

The two most common automated text messages are appointment reminders and day-of pet pick-up notices. Below is helpful information for setting up and configuring these texts to your clients.

Appointment Reminders

1. Still, in Settings, click the Confirmations & Reminders link on the left navigation panel.
2. Now, click the Create Appointment Reminder tab and then *+Create Appointment Reminder” in the upper right corner of this area.
3. Add the four inputs displayed here, assuming this is for public clients making spay/neuter appointments. Note: You can set up a different reminder for wellness appointments. If your clinic does time-based wellness scheduling, you should definitely do this since you can include the time the client is supposed to bring their pet to the clinic.
   
4. The Animal Restrictions section means a particular message should only be sent to a specific type of animal. Typically, you don’t need to set up different reminders for different animal types, although it is possible. For example, if you’d like one message to do to dog owners and a separate message to go to cat owners, you would restrict messages to dogs or cats. Please do not select dogs and cats here since the message will automatically go to dogs and cats.
5. In the Reminder Template field, type your text message. Use the placeholder buttons to insert variable information such as animal name and date. Variable information has a hashtag character before and after the variable name, such as #AnimalName#. Please do not edit these fields in any way.
   
6. As explained at the bottom of the text message template, you will be charged .05 cents per segment. Note: A segment is made up of 160 characters, including spaces. We’ve input a character counter to assist you with estimating costs. In terms of charges, remember that if one owner has multiple pets, they will receive one text message for all three pets, saving you money.
7. Once you type in your text message, click the Save Reminder Data button in the upper right corner. The service will start automatically.
8. To test things out, click the View Template button on the screen, type in your cell phone number, and click the Send Test Message button. A test text will be instantly sent to your cell phone.
9. To see how the sending is going with your clients, you can go to the Clients section, click the Communications log from the left navigation panel, input a date range and select the Search Logs button to see if they were sent.
   

What About Call Reminders?

If your clinic would like to use robo-calls, the setup is very similar to that of the text. In this instance, you would select the field dropdown titled Reminder delivery via as Voice Call.
Watch the character count when creating these notifications to save on cost. Each segment consists of up to one minute of voice messaging, which includes about 800 characters including spaces. To reduce cost, shorten the message.
Tip: Test the automated call by saving the message. Then, click the View Template button on the screen, type in your cell phone number, and click the Send Test Message button. A test call will be instantly sent to your cell phone.

Pick Up Notice for After Surgery

Reminder Setup

In Settings > Confirmations and Reminders > Text for Pickup, you can create the message to send to owners when an animal is marked as “Done” in Patient Flow. First you will set up the reminder, then you can set up an automation rule in Settings > Patient Flow Setup > Automations.

1. Edit our pre-loaded reminder or create a new one by clicking +Create Text for Pickup.
2. Choose the appointment type you want to apply this reminder to. You can choose all appointments, or narrow it down to S/N, Wellness, or Recheck.
3. Do not set Animal Restrictions if this text will go to all animal types. Helpful tip: You can set up a different reminder for successful vs declined surgeries by using the Animal Restriction: Surgery Status.
4. Create your reminder message. Use variable fields to fill in animal and owner information.

Example Text for Pick up wording:
Public Spay/Neuter:
Hi! #AnimalName# is out of surgery and is waking up. He/She will be ready to be picked up in 2 hours. We will see you then!

As with all text messages, the length of the drafted message should be under 160 characters. Outgoing text message rates apply.

Automation Setup

1. Go to Settings > Patient Flow Setup > Automations > Automation Setup.
2. On the Patient Flow Done Button tab, click +Add Rule.
3. Name your automation rule for reference.
4. Tick the “Text message the client that their pet is ready to be picked up. (Create message in Confirmations & Reminders section)” checkbox and any other automations you want carried out when marking a patient Done in Patient Flow. Note: If this box is greyed out and not clickable, your Call & Text Add-On needs to be set up.
5. Select the Patient Flow Type for what appointments this should be sent to (Anesthetic vs Non-Anesthetic).
6. If needed, apply appointment restrictions. If left blank the automation will be carried out for all applicable appointment types.
7. Save your automation.

In Patient Flow, you will now get an automation popup when clicking the Done button on a record. This last step lets you verify you’d like to carry out all the selected automations. To send the text, ensure the text tick box is selected and click Proceed.