Times that Vello sends appointment messages
After you configure Vello to send appointment scheduled messages and subsequent appointment reminders, Vello only sends appointment messages if some conditions agree.
Note: Configuration of the method and interval that Vello uses to send appointment messages is a beta feature and is only available for Neo customers.
Vello only sends an appointment scheduled message to a client when one of these occurs:
- You or a client makes an appointment today
- A client uses the Vello client portal to make an appointment directly in your PIMS calendar
- You use Vello to add an appointment request to your PIMS calendar
- You make an appointment directly in your PIMS calendar (for example, after a client makes a phone call to your practice to make an appointment)
- You change the time of a scheduled appointment in your PIMS calendar
Note: Vello always waits five minutes before it sends an appointment scheduled message when:
- You or a client makes an appointment
- You make changes to the scheduled time of an appointment
Note: Vello automatically sends appointment scheduled messages between 9:00 AM and 8:00 PM local time. If a client makes an appointment before 9:00 AM, Vello sends the messages after 9:00 AM during the same day. If a client makes an appointment after 8:00 PM, Vello sends the messages after 9:00 AM during next day.
Times that Vello does not send appointment scheduled messages or appointment reminders
Vello does not send an appointment scheduled message for an appointment when one of these occurs:
- You deactivate Appointment Reminders in the Appointment Reminders screen
- You or the client made the appointment more than two days before today
- Vello sent an appointment reminder in the same day that you or the client made the appointment
- Vello previously sent an appointment reminder for the appointment
- You stopped appointment messages for the related appointment type in Vello
- You or the client canceled the appointment
- The appointment is an end-of-life appointment
- A person is not a client of your practice
- A pet is not a patient of your practice
- A pet is deceased
- Vello does not have access to a client's email address or mobile phone number
- Vello has an incorrect email address or mobile phone number for a client
Vello does not send subsequent appointment reminders when one of these occurs:
- You deactivate Appointment Reminders in the Appointment Reminders screen
- You stopped appointment messages for the related appointment type in
- The appointment is an end-of-life appointment
- You or the client canceled the appointment
- Vello sent an appointment scheduled message during the same day
- A person is not a client of your practice
- A pet is not a patient of your practice
- If a client makes an appointment during the same day that Vello usually sends appointment reminders
- A client stopped text messages from Vello
- Vello does not have access to a client's email address or mobile phone number
- Vello has an incorrect email address or mobile phone number for a client
Note: Vello does not send appointment reminders for:
- Euthanasia appointments
- End-of-life appointments
- Deceased patients
As a result, Vello does not show euthanasia or end-of-life appointment types as available to configure in the Appointment Types section of the Appointment Reminders screen.