Client Communication Preferences & Settings

Communications can be turned on/off for individual clients. The client can opt-out themselves or staff can turn them on/off.

This section will go over how you can manage communication preferences for certain clients or how clients can opt out of reminders themselves.

Where to View and Manage Client Communication Preferences

View preferences in the Client Profile. Open Quick Search by using Ctrl + K on your keyboard, then type in the client’s name. Click on their name to open the client profile.

On the Profile tab, you will find a section called Communication Settings.

Client communication settings located within Client Profile.

If the listed options have a blue check mark, this indicates the client is opted in for that communication type. Clients are opted in to all communications by default. They can opt out at any time by unsubscribing to your messages or clinic staff can edit their preferences.

Client Action – Opting Out Of Texts

The client can reply “STOP” or “CANCEL” to a reminder text and they will be unsubscribed. To resume communications via text, they must text “START.” When the client sends these replies, they will also appear as incoming messages to your clinic in the e-Lobby. You may choose to make a client quick note that the owner chose to unsubscribe from text reminders.

Staff cannot disable (opt-out) of text reminders for the client. The option to opt out of texts is only doable by texting from the actual cellphone. If the client accidentally opts out of texts, staff can re-enable the preference by ticking the unchecked box.

If the client changes their mind, they can text START to opt back into text message confirmations and reminders.

Client Action – Opting Out Of Emails

There’s a link at the bottom of emails where clients can opt-out of future correspondence. This can also be updated in the Client’s profile.

Users receive a list of options about the kind of correspondence they may want to opt-out of.

How to Turn Off Communications for a Specific Animal

We know there are some reasons clients may or may not want notifications for specific animals. For example, what if a beloved pet has passed away, and item reminders would be a painful remembrance for the client? Or, what if a client has rehomed an animal and they no longer want notifications for this pet? Here are a couple of ways to turn off reminders for specific animals.

Mark the Animal as Deceased

If your clinic would like to stop all communications about a patient, you can mark them as deceased as a courtesy to the client. To do so, search for the client and go to their Animals Tab. Find the animal and click on Edit. There will be an option to Mark Animal as Deceased:

Note: If an animal is marked deceased, the client will no longer receive reminders for that animal.