Save time and avoid copy-pasting with PetDesk's Two-Way Writeback feature. You can automatically sync your Two-Way conversations with your practice management system in real time to patient records. Empower you and your staff to maintain patient records in accordance with AAHA standards, without the extra work!
Writebacks are only available to providers on the following practice management systems (PIMS)
- AVImark
- Cornerstone
- Impromed (Infinity & Triple Crown)
- DaySmart Vet/Vetter ☁️
- ezyVet ☁️
- Shepherd ☁️
- ProVet ☁️
- Pulse ☁️
- Neo ☁️
- Note: Multi-site customers are not currently supported for this feature
☁️ = cloud-based PMS
Contact your dedicated Customer Success Manager or PetDesk Product Support to enable the Two-Way Writeback feature. Once enabled, a non-client visible divider will appear in each Two-Way conversation thread, indicating it's ready to go. Only new texts enabled after the writeback are eligible for writebacks.
How do I writeback a conversation in the Two-Way Inbox?
- When logged in to the PetDesk Communications dashboard, click the Inbox tab on the left main navigation panel.
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Select a conversation thread and hover over a particular text message.
- If the client has a PIMS ID and at least one active pet with a PIMS ID, the Sync to Patient Record button will appear and become blue when hovered over. The phone number from the conversation in the Inbox has to be registered to the client's PetDesk account. Otherwise, the button will be grayed out.
All prior text messages eligible for writebacks, starting from the message you clicked the button on, will be highlighted with a light blue background.
Click the Sync to Patient Record button and fill out the pop-up Conversation Options window.
How would you like to save this conversation?
-
Save to Patient Record and Archive
Initiates a writeback and automatically archives the conversation. You can locate the text message in the Archive sub-tab of the Inbox. -
Save to Patient Record
Initiates a writeback. -
Archive
Ends the conversation and moves it to the Archive sub-tab.
Note: Moving forward, these particular text messages will not be eligible for writebacks. -
None
Ends the conversation and leaves it in the main Inbox tab.
Note: Moving forward, these particular text messages will not be eligible for writebacks.
Tip: To remember these particular settings for this client, check the box: Remember my selections
What's the benefit of ending the conversation?
- Ending a conversation groups the associated text messages so you control which conversation types are saved to your PIMS. That group of text messages will be separated from future conversations written back for this client.
The Description (40-character limit) and STAFF INITIALS (4-character limit) fields are optional.
Note: When the conversation is sent to your PIMS, it may be saved with different Staff Initials. Because the conversation data is pushed into your PIMS, the first Staff Initial read from your PIMS is the one associated with the conversation. The initials will have to be manually changed.
The file name will populate based on this data:
petdesk_sms_{mm-dd-yy-hhmm}_{staffinitials}_{clientfullname}_{patientfullname}
When a conversation is ended or initiated to write back into a PIMS, the background color changes to grey.
Save to Patient Record / Archive Conversations/ Save Marker
If the pet owner has a PIMS ID and at least one active pet with a PIMS ID, you’ll be able to select their message when it appears highlighted in purple. Hover over the message and click the three dots (⋮) to reveal three options.
Save to Patient Record
Clicking “Save to Patient Record” opens the option to write back the conversation to the PIMS. From there, you can:
Select the appropriate patient
Archive the conversation
Remember the patient and archive selection for future use
Add staff initials for reference
I'm using the Inbox on my phone. Can I writeback conversations?
Yes, you'll just need to request the desktop site in your browser first.
In Chrome, tap on 
In Safari, Tap 
then tap Request Desktop Website. Once the tab reloads, you will be able to writeback conversations. To return to the mobile site, tap then tap Request Mobile Website.
If you have any questions or need further help, please use the 'submit a request' form at the top of this page to reach out to our support team.
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