Two-Way Messaging is great for providing quick updates and getting answers from pet parents. It uses text messaging on a mobile phone, the preferred channel for clients, to save your front desk time, avoid voicemails, and give an excellent client experience. This article shares what to expect of the Two-Way feature within the PetDesk Dashboard.
Benefits of Two Way
- Via the Two-Way channel, providers can send and receive 250 character texts (including PDFs, images, emojis, and video messages).
- Some use cases are when pet parents need to return a client form, or allow you to send them an estimate, or let them know an Rx for fluffy is ready for pickup. Pictures and videos are also beneficial when relaying what either party sees and what specifically the patient needs addressed. Currently, all Two-Way customers can send unlimited SMS and MMS messages.
- Currently, all conversation history is stored.
Interested in how to better handle new client forms and link them via Two Way Messaging? Chat with your Success Manager on best practices today!
How you should use Two-Way
Currently, we do not fully support the provider side of Two-Way on mobile devices with smaller screens. Although most of the functionality may be there on these screens, it is not fully recommended just yet. We are certainly aware this would bring providers value, and we're working towards bettering the experience. Discuss the latest news with your Customer Success Manager.
There is currently no functionality to mass text your clients. For any bulk communications, we recommend using the Mass Message feature from the Dashboard. This will help you send out email and app push notifications to all or a filtered group of your clients.
The feature allows pet care providers to be at ease during closed hours by setting an auto-reply message. Providers can customize a 250 character message informing clients that they are currently closed. The goal is to set a realistic expectation of response time. For more info on setting up view this article.
Two-Way Text Templates
You can create up to 20 custom templates in the Dashboard Inbox tab. This should cover you in the more common scenarios to quickly and efficiently add responses into a live conversation. Quickly 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.