Client reminders

Vello can automatically send different types of reminder messages to clients. It is important to know which information the reminders show to clients and how clients use the reminders.

Vello can automatically send these types of reminder messages to clients:

Appointment scheduled messages
Appointment reminders
Medical service reminders

Appointment scheduled messages and appointment reminders for clients

An appointment scheduled message is the first type of appointment reminder that Vello sends to a client. When a client makes an appointment with your practice, Vello can automatically send an appointment scheduled message to tell them that they have an appointment. If you activate appointment reminders in Vello:

Vello automatically activates appointment scheduled messages
Vello uses text message and email to send appointment scheduled messages

Figure 1. Appointment scheduled message (example)

After Vello sends an appointment scheduled message, Vello can automatically send other appointment reminders to clients. To send appointment reminders, Vello can use text messages and email.

This image shows a text message and an email message for an appointment reminder:

This image shows a text message and email message for an appointment reminder

Before Vello can send appointment reminders, client contact records in your PIMS must have phone numbers or email addresses entered.

An appointment reminder has a link that a client selects to confirm the appointment. After you schedule a confirmed appointment:

Vello syncs the appointment to your PIMS calendar
A client receives subsequent appointment reminder messages

Appointment reminders that Vello sends after a client confirms an appointment have a link or button that they can select to get more information about the appointment. This image shows an example of the link in a text message appointment reminder and in an email appointment reminder.

A text message appointment reminder and email appointment reminder

After a client selects the link, their device opens the Vello client portal.The client portal shows pet information that includes appointments, prescriptions, and medical service reminders. Clients can also use the client portal to make changes to pet photos and to make appointments.

The appointment information that the client portal shows to a client after they open the client portal from an appointment reminder includes:

Pet name
Appointment type
Appointment status
Time and date of the appointment
An Add to Calendar button that the client can use to add the appointment time to their calendar app
The applicable staff member for the appointment (for example, nurse or groomer)
Practice name
Practice address

Optional information for an appointment that the client portal can show:

Appointment instructions
Recommended diagnostic screening
Fecal sample checklist

Appointment information is an example of appointment information as shown in the Vello client portal. The appointment includes recommended diagnostic screening.

Appointment information example — Figure 2. Appointment information

Medical service reminders for clients

Vello can automatically send medical service reminders to clients. To send the reminders, Vello uses text messages and email. This image shows a text message and an email message for a medical service reminder:

To know when to send medical service reminders, Vello uses the due dates of medical services in the patient records of your PIMS. It is not necessary for a client to have a scheduled appointment to receive medical service reminders.

Note: Before Vello can send medical service reminders, the client contact record in your PIMS must have a phone number or email address.

Medical service reminders can show a link or button that a client selects to open the client portal. Then, the client can use the client portal to make an appointment for the medical service.

Note: Before clients can make appointments in the client portal, a practice manager must:

Select Online Booking in the Preferred Booking Method section of the Appointment Booking screen
Configure a visit type to use direct booking or appointment requests

Vello has alternative methods to online booking that clients can use to make appointments. You can configure Vello to show only one of the methods in medical service reminders and the Vello client portal.

The alternative methods are:

Text to book
Custom booking link
Walk-ins welcome
Call to book

If you configure an alternative method, a medical service reminder can show:

More information about how the client can make an appointment (for example, if the client must make a phone call to your practice)
A link or button that a client selects to make an appointment (for example, to send a text message to your practice or to use a link to a third-party website to make an appointment)


Reminder type	Example (text message)	Example (email)
Services due (online booking activated)
Services overdue (online booking activated)
Services due (online booking deactivated)

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Client reminders

Appointment scheduled messages and appointment reminders for clients

Medical service reminders for clients

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