What Are Quick Replies?

Quick replies are pre-written message templates you can send with just a tap during a two-way SMS conversation with a pet owner. Instead of typing the same message over and over, your team saves time and delivers a consistent, professional experience every single time.

A well-stocked quick reply library covers the messages your team sends most often: appointment confirmations, prescription updates, lab results, reminders, and more. The best libraries are organized, easy to find in the moment, and written in a tone that feels warm and personal, not like a form letter.

This guide will help you build that library. It includes best practices for writing quick replies, a curated list of topics to keep on hand, and a full set of ready-to-use templates.

Best Practices for Quick Replies

1. Keep it brief, but complete.

   • SMS is a conversational channel. Aim for 3–5 sentences per message. Include everything the client needs to know but cut anything they don't. If a message needs to be longer, ask yourself whether a phone call would serve the client better.

2. Lead with the most important information.

   • Pet owners read SMS quickly. Put the key update in the first sentence: what's ready, what's needed, or what action is required. Backstory and instructions can follow.

3. Include a clear next step.

   • Every quick reply should leave the client knowing exactly what to do next: reply "C" to confirm, call the practice, bring their ID, fill out a form. Ambiguity creates follow-up calls.

4. Match the tone to the situation.

   • Good news (negative test results, surgery went well) can be warm and celebratory. Administrative tasks (records request, address update) should be friendly but direct. Sensitive communications (medication declines, controlled substances) should be professional and clear.

5. Always name your templates clearly.

   • A quick reply library is only useful if your team can find the right template fast. Use descriptive names like "Rx Ready – Standard" or "Appt Confirm – Cancel Policy" rather than "Message 4."

6. Review your library regularly.

   • Hours, phone numbers, cancellation policies, and forms change. Set a reminder every few months to audit your templates and keep them current.

Suggested Topics to Keep on Hand

Based on what practices use most frequently, these are the topic areas where a quick reply will save your team the most time.

Sample Quick Reply Templates

All templates below include [PLACEHOLDERS] for fields your team fills in before sending. Review and personalize each template to reflect your practice's policies, hours, and voice.

These templates are designed for use during active two-way SMS conversations, the day-to-day messages your team sends in response to client inquiries and to proactively follow up on care.

Prescriptions & Medications

Appointments

Results & Records

Questions about setting up quick replies in Vello? Reach out to our customer success team at softwaresuccess@idexx.com or visit the Vello Knowledge Center for support.