Vello appointment messages and appointment confirmations

Vello makes it easy to send appointment messages and appointment confirmations to clients.

Clients use appointment messages to:

Know that their appointment is scheduled
Get easy access to their appointment information
Prepare for their appointment (for example, know about recommended diagnostic screening)
Confirm an appointment (if it is necessary)

When a client makes an appointment with your practice, Vello can automatically send these types of appointment messages to clients:

Appointment scheduled messages
Appointment reminders

Note: Vello does not send appointment scheduled messages or appointment reminders for:

Euthanasia appointments
Deceased patients

As a result, Vello does not show euthanasia appointment types as available to configure in the Appointment Types section of the Appointment Reminders screen.

Appointment scheduled messages

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)

The Overview screen in Vello shows when Vello automatically sends appointment scheduled messages:

If necessary, you can manually configure the methods and intervals that Vello uses to send appointment scheduled messages. For more information, refer to Methods and intervals that Vello uses to send automatic appointment messages.

At time of booking setting — Figure 2. Appointment scheduled messages in the Reminders screen

Note: It is not possible to make changes to the content and formatting of an appointment scheduled message. For example, it is not possible to change the font and color of the message or the information that the message shows.

Appointment reminders

After Vello sends an appointment scheduled message, Vello can automatically send other appointment reminders to clients. If you activate appointment reminders, Vello automatically configures subsequent appointment reminders to send at these times in a text message and email:

At 9:00 AM, 14 days before the scheduled appointment
At 9:00 AM, three days before the scheduled appointment
At 7:00 AM, the day of the scheduled appointment

Figure 3. Appointment reminders in the Reminders screen

The Overview screen in Vello shows when Vello automatically sends appointment reminders:

An appointment reminder that Vello sends has a link or button that clients can select to get more information about the appointment. After a client selects the link or button, their browser opens the Vello client portal. The client portal gives easy access to this information for clients:

The date and time of the appointment
The appointment staff member
Your organization address
Appointment instructions (optional)
Recommended diagnostic screening (optional)
Prices for diagnostics screening (optional)
Drop-off times and pickup times (optional)

The left side of appointment reminder (example) shows an email appointment reminder. The right side is an example of what the client portal shows after a client selects the button or link.

Example of an email appointment reminder — Figure 4. Appointment reminder (example)

Note: It is not possible to make changes to the content and formatting of an appointment reminder message. For example, it is not possible to change the font and color of the reminder or the information that the reminder shows.

Note: If you schedule an appointment after 7:00 AM during the same day as the appointment, Vello does not send an appointment reminder for the appointment.

Clients can use an appointment reminder to quickly and easily confirm an appointment. An appointment reminder that is a text message shows a link to confirm the appointment. And an appointment reminder email shows a Confirm Appointment button. The first appointment reminder that a client receives before the applicable appointment includes the link or button.

Note: An appointment reminder that Vello sends during the day of the appointment does not have a link or button to confirm the appointment.

After a client uses an appointment reminder to confirm an appointment:

Vello tells ezyVet to set the applicable appointment to the Confirmed status
The client's device opens the Vello client portal and shows information about the appointment (for example, the appointment date, time, and staff member)

If necessary, you can manually configure the methods and intervals that Vello uses to send appointment reminders. For example, you can configure Vello to send an appointment reminder in an email five days before a scheduled appointment. Vello can send a maximum of three appointment reminders after a client receives an appointment scheduled message.

Note: For more information about methods and intervals, refer to Methods and intervals that Vello uses to send automatic appointment messages.

Appointment messages and ezyVet

When Vello sends an appointment message, Vello syncs the message to the applicable communication record in ezyVet.

Note: ezyVet and Vello can possibly send more than one appointment message to one client at the same time. As a result, the client incorrectly receives many messages that have the same information. To make sure that only Vello sends appointment scheduled messages:

Do a check of your ezyVet configuration settings for reminders and messaging
Make sure that ezyVet does not send appointment scheduled messages

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Vello appointment messages and appointment confirmations

Appointment scheduled messages

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Appointment messages and ezyVet

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Vello appointment messages and appointment confirmations

Appointment scheduled messages

Appointment reminders

Appointment messages and ezyVet

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