Best Practices for PetDesk Two-Way Texting

Boost staff efficiency through PetDesk's Two-Way Texting! This essential feature offers swift updates and responses from pet owners. By leveraging text messaging on mobile devices- clients' preferred communication method- you can free up time at your front desk, eliminate voicemails, and enhance client satisfaction. This article details what you can anticipate from the Two-Way feature in the PetDesk Dashboard and how to maximize your usage!

Instructions on using PetDesk Two-Way Texting

Easily access Two-Way Texting through either:

1. Your inbox to see past conversations or to start a new one.
2. Through the Bio Bubble - hover over the client's name you want to start a conversation with and click "Send SMS" to start a conversation [see screenshot below]. This will bring you directly to the existing client conversation in the Inbox tab of the dashboard.
   
   • Click-to-call currently disabled in Bio Bubble

Auto-Replies

Relax during closed hours by setting an auto-reply message for clients' inbound messages after hours. Pet care providers can customize a 600-character message to inform clients that they are currently closed. The goal is to set realistic expectations for response time. For more setup information, view this article.

Two-Way Text Templates

You can create up to 40 custom templates in the Dashboard Inbox tab. This should cover you in the more common scenarios, allowing you to quickly and efficiently add responses to live conversations. Share arrival times, curbside expectations, pre- and post-surgery details, and discuss payment options - just to name a few uses.

Learn how to manage your templates. 

View this article on how to build a digital form. Add your form link to a new template for clients.

Best Practices

Inside the PetDesk Communications Dashboard

• Check the PetDesk Dashboard Inbox regularly - click here to log in now!
  • Ensure frequent, daily use of Two-Way Texting to save valuable phone time
• Add Templates: Click on Inbox → Templates
  • The more templates, the better (up to 40) - this is a tool to help the team save
    time (i.e., create a template for the scenarios listed above)
• 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
• 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 communications so that the client understands the source of the message.
• Provide Updates During Appointments: Clients may feel anxious about their pet while it is at the clinic. We recommend sharing photos of the client's pet along with other helpful updates.

Limitations: 

• Mobile Use - We do not fully support Two-Way on mobile devices with smaller screens. While most functionality is accessible, it is not recommended. We recognize this brings value to providers and are working to enhance the experience. Discuss the latest news with your Customer Success Manager.
• Mass Texting - This functionality is not currently available. For any bulk communications, we recommend using the Mass Message feature on the Dashboard to send emails and app push notifications to all clients or a filtered group.

Troubleshooting:

Steps to Retry Sending Text

1. Navigate to your PetDesk Two-Way Texting Inbox
2. Mark the phone number as valid (follow these instructions)
3. Test texting your client:
   • Ideally, the client is present to confirm receipt
   • If not present, request a confirmation of delivery
4. 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

Related Resources:

• Two-Way Texting: A Better Way to Keep Up With Clients
• Best Practices for PetDesk Two-Way Texting
• Best Practices for CSRs Using PetDesk
• Two-Way Texting Walkthrough Video