Overview
Our SMS feature allows you to send reminders and confirmations, and also maintain back and forth conversations with your clients via the inbox within your schedule module.
Enabling Two-Way SMS
Once SMS is enabled (Two Way or One Way), clients can be opted in for "SMS (Text)" within the reminders field of a clients profile. Click here to learn more about adding new clients.
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Click on "Settings"
Click on "Add-ons"
Scroll down to "SMS Messaging (Two-Way)"
Select the green + icon to enable
Please note this add-on has a monthly $99.00 fee for unlimited text messages.
Once enabled you will have access to an Inbox located within the Schedule module tab, this will allow the clinic to see active conversations that are going on with clients. Clients can reply back to SMS text reminders about appointment confirmations or reminders. The clinic can even send text message reminders about letters, booking appointments or just gathering some more information.
After enabling the integration the clinic can set an automated response to be active or not active with a customizable format. This feature will also help with sending an alert for responses for after hours for when the clinic closed. If Auto-Response is set to "Activate" then the defined message will be sent to all clients who text the clinic number outside of clinic hours. The after hours alert can be used to notify specific users via email that a SMS message was received.
Using the Two-Way SMS Feature
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The conversation is started as soon as a client sends the clinic a text message or the clinic can create a new conversation by clicking on the + icon on the right within the Inbox. Conversations are not started when an appointment or vaccine reminder is sent to the client. However, if the client replies to one of those reminder text messages, that then will start a conversation.
If the client has a profile within the clinic's account with the mobile number they are texting from, the software will automatically recognize that client and will provide their information within the conversation inbox. The clinic can even edit the clients profile via the inbox as well. The clinic can also see if the client has an account balance and will show all patients as well.
All conversations within the Inbox will be stamped with a date and time. Clients can even send PDF's or photos.
Assigning a Conversation to a Client
The clinic will need to select the three dots within the inbox and select "assign to client". From there, the clinic can type out the clients name and hit save. If a client does not have a profile yet, the clinic can select "add client" and add all their contact information from the inbox as well.
Closing a Conversation
The clinic will need to select the three dots within the inbox and select "close conversation". Closing the conversation will automatically take the convo out of the inbox and will be saved within the client's communications tab.
Deleting a Conversation
The clinic will need to select the three dots within the inbox and select "delete conversation". Doing this will permanently delete this conversation and will not be stored within the clients communications. The software will also have a pop up alert confirming the deletion.
Receiving Text Messages
A red flashing light will appear within the Inbox tab when a new message is sent. Similar to new tasks sent within in DaySmart Vet. When a client sends multiple text messages, the number of texts will appear within the Inbox conversations.
Please review the steps below to locate the virtual phone number:
Click on "Settings"
Click on "Add-Ons"
Once the add-on is enabled the phone number will appear in the "Description" of the Add-On
The clinic can also review the phone number within the Inbox.
A phone number will be provide once the add-on is enabled and is displayed in the upper left of the Inbox screen. The clinic can not use their current clinic phone number.
Please click here to review a video on SMS Messaging (Two-Way)
Enabling One-Way SMS Messaging
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Click on "Settings"
Click on "Add-ons"
Scroll down to "SMS Messaging (One-Way)"
Select the green + icon to enable
Please note this add-on has a .05 fee for each message that is sent, charged at the end of the month. If you plan to send many messages or want to be able to have clients respond, please look into our Two-Way SMS feature
SMS Defaults
Learn how to set up a custom SMS messages for appointment confirmations, appointment reminders, medical reminders and pre-visit confirmations. These defaults apply to the One-Way & Two-Way SMS Features.
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Global Appointment Confirmation & Reminder
Navigate to Settings > View SMS Defaults
Click the "Edit" option to the right of either the "Appointment Confirmation" or "Appointment Reminder"
Type your message in the form and utilize the provided variables to have data automatically pulled in for further customization
Click "Save"
Custom SMS Medical Reminders
Navigate to Settings > Configurations > View SMS Default
Click "Edit" on the right of the "Medical Reminder" option
Type your message and use the variables on the right to have data pre-filled when the reminder is sent
Click "Save"
In order for medical reminders to send as an SMS, the inventory item must have a reminder action set up. Click here to learn more about actions.
Custom SMS Confirmations & Reminders for Appointment Types
Custom SMS messages can now be sent for each Appointment Type. This allows for more detailed and specific information to be relayed to customers, such as drop off times, or pre-surgery instruction/reminders. For more details, see Managing Appointment Types.
A SMS reminder can be resent to the client from the Client Profile > Reminders > Resend reminder (from gear icon on right)
Appointment Pre-Visit Default
Within the Settings > View SMS Defaults, there is the option to set a custom SMS message that will send with any pre-visit confirmation. Find "Appointment Pre-visit" in the list, click the "Edit" button on the right, and create your customized message. Once saved, this will be the default SMS message that clients will receive with their pre-visit confirmation.
To learn more about pre-visit confirmation, click here.
Transactional SMS Opt-In Guide for Veterinary Clinics
This guide explains how to properly obtain client consent to send transactional SMS messages, including automated appointment reminders, confirmations, forms and documents, billing statements, patient file exports, and manual patient updates.
Clients must provide explicit consent before receiving SMS messages, even if they are transactional. Consent must be documented and ideally reinforced with a secondary opt-in in the first message to comply with recommended guidelines.
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Obtain Initial Opt-In Consent
You must obtain explicit consent from the client before sending any SMS messages. This can be done through:
• In-person communication (e.g., during an appointment)
• Phone call or verbal agreement
• Online form (e.g., patient intake or appointment scheduling form)
Example Language for Initial Opt-In:
“We’d like to send you text messages for appointment reminders, confirmations, and important updates about your pet. Do we have your permission to contact you by SMS?”
Document the client’s consent in a pop up note on the profile.
Ensure that the opt-in request is clear, and the client understands what they’re agreeing to.
Clear Opt-Out Instructions
We provide an easy way for clients to opt out of SMS communications at any time. If they reply to a message with STOP, messages will no longer be sent. These instructions are appended to the first SMS they receive.
What Counts as Consent?
Consent applies only to the specific type of communication you disclosed during the opt-in.
If the client opts in for appointment reminders, you cannot automatically assume they have consented to receive marketing or other types of communication.
Transactional SMS includes:
Appointment reminders and confirmations
Forms and documents
Billing statements
Patient file exports
Updates related to a specific patient or visitMarketing messages (e.g., promotional offers, newsletters) require a separate opt-in under TCPA (Telephone Consumer Protection Act) rules.Best Practices to Ensure Compliance:
Keep a record of the client’s consent (date, method, and terms of opt-in)
Include a clear description of the type of messages the client will receive.
Respect opt-out requests immediately and confirm the opt-out.
Review client preferences periodically to ensure ongoing compliance.
Keep the language simple and easy to understand.
FAQ:
Q: What happens if a client opts out?
A: If a client replies STOP, you must immediately stop sending them messages. The PiMS will automatically update their preferences to reflect this.
Q: Can I still send appointment confirmations if a client opts out?
A: No. Once the client opts out, you must not send any more SMS messages unless they opt back in.
Q: Can I send marketing messages using the same opt-in?
A: No. Marketing requires a separate opt-in under TCPA rules.