The Active and Archived Tabs
Active Tab
- This is the main working space for your team
- It shows all current, open conversations with pet parents
- Think of it as your “to-do list” of client communications — messages here still need monitoring, follow-up, or resolution
Archived Tab
- Once a conversation is complete, it can be moved to Archived
- Archived chats have an Archived label underneath them for easy visibility
- This helps keep the Active tab clean and focused on ongoing items
- Archived conversations aren’t deleted — they’re stored for reference and history in case you need to review them later
- You can always filter to pull an old conversation back up
Auto-Reply
The Auto-Reply section is now separate from Templates, making it faster to access and manage.
From here, you can:
-
Toggle Auto-Reply on or off
Edit your Auto-Reply message
Adjust your clinic’s hours of availability - the link will take you right to the settings page
Filters
The Filters section can be accessed by clicking the icon next to the Archived tab. Filters help you quickly find and segment conversations based on specific criteria, such as labels or date ranges.
You can filter conversations by:
1. Conversation Status
- Active
- Archived
- All
2. Read Status
- All
- Read
- Unread
3. Labels
- Your exact label menu will drop down to choose from
- All labels - those marked important or those not – will be included in the filter results
4. App Status
- All
- Has App
- No App
5. Loyalty Status
- All
- Has loyalty
- No loyalty
Example:
If you want to view all active conversations for the DVM, set the Labels filter to the doctor's name. Click Apply, and all conversations labeled New Client will appear.
In this view, you will see the filters at the top, and you can adjust them as needed. Once you are done filtering, you can click on the clear button to exit the filtered view.
Best Practices
Inside the PetDesk Communications Dashboard
-
Check the Inbox regularly - click here to log in now!
- Ensure frequent, daily use of Two-Way Texting to save valuable phone time
-
Add Texting Efficiency Everywhere - for ideas, consider the following types of communication well-suited for Two-Way Texting:
- Negative or WNL lab results
- Surgical updates
- Surgical discharge instructions
- Rx and medication pickup
- Appointment confirmations, reschedules, and cancellations
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Share Images & Media: Users can send and receive pictures, videos, and PDFs through the Inbox.
- Ex. Before & after dental photos keep clients engaged
Outside of the PetDesk Communications Dashboard
- Send Clients Home with Instructions: Two-Way Texting enables you to communicate with distracted clients in a way that stays with them—literally, in their pocket. It's worth taking a moment to log your instructions within your text conversation with them.
- Encourage Doctors to Participate: Using two-way communication in your practice highlights the importance and trustworthiness of effective communication. Request that every doctor sign their text messages so the client knows the source.
- Provide Updates During Appointments: Clients may feel anxious while their pet is at the clinic. We recommend sharing photos of the client's pet along with other helpful updates.
Troubleshooting
Is a client having trouble receiving your text messages? Here are some steps to retry sending a text message:
- Navigate to your PetDesk Two-Way Texting Inbox
- Mark the phone number as valid (follow these instructions)
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Send a test message to your client:
- Ideally, the client is present to confirm receipt
- If not present, request a confirmation of delivery
-
If the message is not received:
- Ask for the client’s mobile provider. If the provider is T-Mobile, follow the guidance provided in the following linked document - SMS Text Block Troubleshooting & T-Mobile Guidance
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