After a practice manager activates prescription refill requests, clients can use the Vello client portal to make prescription refill requests.

Activate prescription refill requests

To make changes to pet information, clients can use the Vello client portal or make a phone call.

Control how clients change their pet information

To let clients change their pet's information directly in the Vello client portal, a practice manager must do the necessary configuration in Vello.

Let clients change their pet's information

To tell your practice that their pet is deceased, clients can use the client portal or make a phone call.

Control how clients tell you that their pet is deceased

To let clients use the Vello client portal to tell you that their pet is deceased, a practice manager must do the necessary configuration in Vello.

Let clients use the client portal to tell you that their pet is deceased

After a practice manager does the necessary configuration, clients can add pets in the Vello client portal. And Vello tells your PIMS to make new patient records with the pet information. As a result, it is not necessary for practice staff to make patient records directly in your PIMS.

About client changes to pets in the Vello client portal

To let clients add pets directly in the Vello client portal, a practice manager must do the necessary configuration in Vello.

Let clients add a pet directly

<body><main xmlns:jcm-link-man="http://jorsek.com/content-management/modules/linkmanagement" role="main"><article role="article" id="topic-npco1wiy" aria-labelledby="ariaid-title1"><h1 class="title topictitle1" id="ariaid-title1"><span class="keyword">Vello</span> client portal: Control what clients can do</h1><div class="body"><p class="shortdesc">Read about how to  control what clients can do in the <a class="j-glossary-link" href="/browse-documentation/for-practices/vello/glossary/vello-client-portal" title="A dedicated part of Vello that is for clients. The Vello client portal shows clients information about their pets. The information includes appointments, prescriptions, and medical services. To get access to the client portal, clients can use a web browser or a mobile app."><dfn class="term">Vello client portal</dfn></a>.</p><div class="note note note_note"><span class="note__title">Note:</span> Only <span class="keyword">ezyVet</span> and <span class="keyword">Neo</span> customers can control what clients can do in the <span class="keyword">Vello</span> client portal. If you use <span class="keyword">Cornerstone</span>, clients can only make  prescription refill requests and change pet photos.</div></div><nav role="navigation" class="related-links"><ul class="ullinks"><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/activate-prescription-refill-requests">Activate prescription refill requests</a><br></li><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/control-how-clients-change-their-pet-information">Control how clients change their pet information</a><br></li><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/let-clients-change-their-pets-information">Let clients change their pet's information</a><br></li><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/control-how-clients-tell-you-that-their-pet-is-deceased">Control how clients tell you that their pet is deceased</a><br></li><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/let-clients-use-the-client-portal-to-tell-you-that-their-pet-is-deceased">Let clients use the client portal to tell you that their pet is deceased</a><br></li><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/about-client-changes-to-pets-in-the-vello-client-portal">About client changes to pets in the Vello client portal</a><br></li><li class="link ulchildlink"><a href="/browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do/let-clients-add-a-pet-directly">Let clients add a pet directly</a><br></li></ul><div class="familylinks"><div class="parentlink"><span class="hd-label">Parent topic:</span> <a class="link" href="/browse-documentation/for-practices/vello/configuration">Configuration</a></div></div></nav></article></main></body>

Read how to configure and activate Vello features.

Configuration

After you configure the autoreply, Vello automatically sends it to clients who send text messages at the times that your practice is not available.

Configure an out-of-office autoreply

Read about how to  control what clients can do in the Vello client portal.

Vello client portal: Control what clients can do

browse-documentation/for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do

for-practices/vello/configuration/vello-client-portal-control-what-clients-can-do

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<body><main xmlns:jcm-link-man="http://jorsek.com/content-management/modules/linkmanagement" role="main"><article role="article" id="topic-o4accukz" aria-labelledby="ariaid-title1"><h1 class="title topictitle1" id="ariaid-title1">Vello-featured</h1><div class="body accordions-wrapper"><p class="shortdesc"></p><div class="div accordions-heading">Featured content</div><div class="div accordion-container">
            


<div class="div accordion-item">How Hays Towne Veterinary Hospital upgraded client communication with Vello</div>
            <div class="div accordion-content"> 
                <div class="div accordion-text">Hays Towne Veterinary Hospital, a single-doctor general practice in Hudson, Florida, has long prioritized high-quality care for pets and seamless client communication. With a commitment to staying ahead in technology, Practice Manager Leanne Ridenour sought a modernized solution to enhance appointment scheduling and client engagement.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/improving-veterinary-client-communications-a-case-study" target="_blank">More</a>
            </div>






            <div class="div accordion-item">Introducing Vello to your client base (PDF)</div>
            <div class="div accordion-content"> 
                <div class="div accordion-text">Read about tips and tricks to introduce Vello to your clients, and tools to help drive Vello adoption and engagement.</div><a class="xref j-external-link" href="https://vello.deploy.heretto.com/v4/deployments/Qh0rOZ3ZqeETpqiOjvuB/object/ed3c3a75-5286-42a2-bab5-0e2f2ac22dc3?jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJodHRwczovL2pvcnNlay5jb20vZXpkX29yZ2FuaXphdGlvbiI6ImV6eXZldCIsImh0dHBzOi8vam9yc2VrLmNvbS9lemQvb2JqZWN0X3V1aWQiOiJlZDNjM2E3NS01Mjg2LTQyYTItYmFiNS0wZTJmMmFjMjJkYzMiLCJleHAiOjE3Nzk4NzM4MjUsImp0aSI6ImM1OWEzNWQ1MzliNzQxZmJhY2NmYWZlZTE4MzgzMDcxIiwiaHR0cHM6Ly9qb3JzZWsuY29tL2V6ZF9maWxlc2V0IjoiUWgwck9aM1pxZUVUcHFpT2p2dUIifQ.wvTx1zUQ2BiRhzYxpG7etsLYHqdsYAUhNOs03fR4gEM&amp;response-content-disposition=filename%3D%22vello-lets-talk-about-recommended-care-1.pdf%22" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Let's talk about recommended care (PDF)</div>
            <div class="div accordion-content">
                <div class="div accordion-text">The recommended care feature in Vello delivers personalized service suggestions to pet owners, based on your PIMS settings. Each recommendation includes a clear explanation of why it's needed, helping improve understanding, follow-through, and trust.</div><a class="xref" href="/discover-resources/lets-talk-about-recommended-care">More</a>
            </div>
            <div class="div accordion-item">Printable Vello flyers for your practice </div>
            <div class="div accordion-content">
                <div class="div accordion-text">Use these PDF flyers to make it easy for your clients to download the Vello app and to send text messages to your practice.</div><a class="xref" href="/discover-resources/printable-vello-flyers-for-your-practice">More</a>
            </div>
            <div class="div accordion-item">ezyVet customers: Clients can add a new pet in the Vello client portal</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Vello makes it easy for clients to add new pets and make appointments for them directly in the Vello client portal.</div><a class="xref j-external-link" href="https://docs.ezyvet.com/en/browse-documentation/vello/vello-for-practices/configuration/about-client-changes-to-pets-in-the-vello-client-portal" target="_blank">More</a>
            </div>
            <div class="div accordion-item">How Windsong Veterinary Hospital Streamlined Client Communication with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Windsong Veterinary Hospital, a newly established general practice in Prosper, Texas, set out to build a modern, efficient clinic from day one. With a focus on seamless operations and excellent client communication, they selected ezyVet as their practice management system and sought a client engagement solution that could integrate effortlessly. </div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/new-veterinary-practice-streamlining-client-communications-a-case-study" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Vello helps Southside Animal Hospital increase their fecal samples to more than 5 per day</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Southside Animal Hospital, a fast-paced one-doctor practice in Lansing, Michigan, knew it was time to modernize client communication. Using Neo as their PIMS, Practice Manager Teresa Marhofer set out to introduce automation that would save staff time and better engage clients. When they implemented Vello, they expected improved workflows. What they didn’t expect was a dramatic rise in fecal compliance, increased staff efficiency, and a noticeable lift in client satisfaction—all in the first week. </div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/how-vello-helped-southside-animal-hospital-increase-their-fecal-samples" target="_blank">More</a>
            </div>
            <div class="div accordion-item">Webinar: Seamless Connections</div>
            <div class="div accordion-content">
                <div class="div accordion-text">From missed reminders to disconnected systems, client communication can easily become fragmented. But it doesn’t have to be. In this on-demand webinar, we’ll explore how to simplify your workflows, improve client engagement, and create a more connected, efficient practice—without adding more to your plate.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/webinar/seamless-connections" target="_blank">More</a>
            </div>
            <div class="div accordion-item">How Animal Care Clinic Increased Fecal and Preventive Care Bloodwork Compliance with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Animal Care Clinic, a three-doctor general practice in North Canton, Ohio, has always prioritized staying ahead with the latest veterinary technology. After transitioning from paper records to ezyVet in 2020, they sought new ways to enhance client communication and compliance. In October 2023, they joined Vello’s beta program, expecting to strengthen client engagement by reaching more clients through an improved, fully integrated workflow.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/how-animal-care-clinic-increased-fecal-and-preventive-care-bloodwork" target="_blank">More</a>
            </div>
            <div class="div accordion-item">How Downtown Pet Hospital Boosted Compliance and Client Engagement with Vello</div>
            <div class="div accordion-content">
                <div class="div accordion-text">Downtown Pet Hospital, a thriving five-doctor general practice in Orlando, Florida, has been using Neo as their practice management system since 2016. As the practice grew, they sought a way to automate and enhance client engagement, particularly around appointment reminders and preventive care compliance.</div><a class="xref j-external-link" href="https://software.idexx.com/resources/case-study/established-downtown-pet-hospital-boosts-compliance-and-client-engagement-with-Vello" target="_blank">More</a>
            </div>
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Vello client portal: Control what clients can do

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