Click through the Table of Contents to navigate to that section:
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Overview
The Covetrus® Comms integration with Pulse® allows two-way SMS (text) and MMS (multimedia) messaging with clients directly in the software. Practices can communicate with clients for pickup times, patient follow-ups, lab work results, surgery updates, and more. This feature includes:
- A two-way chat window
- Stored chat history in the Medical Record and Communication Log
- On-demand messaging with SMS Templates
Note: To take advantage of this integration, contact the Covetrus Sales team. Once your account is active, complete the Setup instructions and start sending SMS/MMS messages to clients with valid phone numbers.
Setup
Before you can begin sending SMS and MMS messages to your clients in Pulse, you must first enable the integration and connect your Covetrus Comms account information.
Practice Settings
- Click on the Menu > Settings > Practice Setup > General > Integration Settings.
- Check the option to Enable SMS Integration*.
- Scroll down to click Save.
SMS Setup
- Click on the Menu > Settings > Client Engagement > SMS Setup.
- Choose the Account Type as Covetrus Comms.
- Enter your Account Key for Covetrus Comms (Covetrus support can supply you with this information).
- Choose a Send Rule.
- Click Save.
SMS Templates (Optional)
- Click on the Menu > Settings > Client Engagement > SMS Templates.
- Click on Add a New SMS Template.
- Enter a Name for the SMS Template. The name will only appear internally as you choose between templates when sending a message.
- Enter a brief Description. This will only appear in the SMS Templates Settings to help identify the purpose of the template.
- In the text field, enter your pre-set message.
- Use the Insert Merge Field (
) option to personalize the message further.
- Use the Insert Merge Field (
- Click Save to store your template.
Note: The character limit for SMS Templates is <1000 characters. Templates can be overridden at the time a text is sent.
Send and Receive SMS and MMS Messages
There are several areas where you can send a text message to the client—just look for the SMS icon. The client’s phone number must be enabled to receive text messages. You can enable this option when you initially add the client or later in their Client Profile. |
- When sending a Text Message, a window will appear with the available phone numbers for the associated client.
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Select the Phone Number: Select a phone number from the list. A green phone number indicates that it has been validated and is enabled to receive SMS messages.
- Add a New Phone Number (if needed): If the pet owner's phone number is not listed, you can add a new phone number by selecting the Add New Phone option.
- Choose a Template: Select a pre-written response. This can help save time and ensure the message is appropriate.
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Compose Your SMS Message: Enter the text of your message in the provided SMS Message field.
- Merge Data with Text: Click to preview your message, ensuring that all relevant information is filled in correctly.
- Select the Patient: Choose the pet (patient) the message is concerning from the list provided.
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Click Text: This will open the Two-Way Chat and preview any messages before clicking on Send.
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Choose Photo (if needed): Click the image icon and select Browse to search your files and upload an image. The supported file types are JPG, PNG, and GIF.
- When the image is selected, a text box will appear where text must be entered.
- When the image is selected, a text box will appear where text must be entered.
- Enter the message, then click Send.
Where can I initiate the Two-Way Chat window in Pulse?
From the Clients Page
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From the Medical Record
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From Appointments
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From Tasks
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From Callbacks
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From Whiteboard
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From the Comms Portal
When a client replies to a text message, an email will be sent to your practice like the one below with the content of the message and the option to Reply and Chat.
- To respond to clients, click Reply and Chat to open a one-on-one chat in Covetrus Comms. This allows for direct messaging, with replies sent to the chat instead of email.
- You can also search for the client's name or phone number in Pulse to continue the conversation.
Managing Two-Way Texting History
Text messages sent to a client are tracked on the client record. When associated with a patient, the messages are tracked under the Communication Log for the patient, as well as under Medical Records.
Tracking SMS Messages
- To access chat history from the Client's page, view the Communication Log section.
- To access chat history from the Patient's Medical record, view any MR View by Tab or Highlights and see Client Communication Entry or Communication Log.
Printing SMS Messages
When printing a patient’s medical record, SMS messages will be included. If you want to print only selected records, you can easily exclude SMS entries. If you’re not seeing or printing SMS communications, you may need to adjust your default settings.
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Go to Settings > Practice Setup > Medical Record Settings and update the following options:
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- By default, should patient communication entries be VIEWED on the medical record? *
- By default, should patient communication entries be PRINTED on the medical record? *
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