General Questions
What is PetDesk Scribe?
PetDesk Scribe is a mobile and web app designed to record veterinary appointments, transcribe recordings, and generate SOAP notes and client summaries using AI.
What platforms support PetDesk Scribe?
The PetDesk Scribe mobile app is supported on iOS (via the App Store) and Android (via the Play Store).
Is PetDesk responsible for obtaining consent to record an appointment?
The customer is responsible for notifying their clients that appointments will be recorded and ensuring they have received consent. If they do not receive consent from their client, they should not record the appointment.
Getting Started
How do I log in to PetDesk Scribe?
You can log in using the Scribe credentials provided during onboarding. If you forget your password, tap “Forgot Password” to reset it via email. Scribe credentials are unique and separate from PetDesk Communications dashboard accounts.
Who on my team can use PetDesk Scribe?
PetDesk Scribe can be used by authorized users with unique Scribe credentials provided during onboarding. The licensing is per DVM (Doctor of Veterinary Medicine), with each user license typically equivalent to one full-time DVM position. Additionally, non-licensed user accounts can be created for other roles, such as additional DVMs, Managers, Technicians, and other support staff who assist with appointment handling. The preference is to create as many users as possible to produce better insights and visibility into how the application is used.
Using the Mobile App
How much space is required to install and use the PetDesk Scribe iOS app?
How do I start an appointment?
Tap “Start Appointment” on the home screen. A default appointment name will be generated, which you can rename. Once named, you can begin recordings.
Will my appointments sync to Scribe?
Note: As of March 2026, this feature is in BETA and is available for the following PIMS: AVImark, Cornerstone, Impromed, ezyVet, and|Pulse.
Scribe PIMS Appointment Sync automatically pulls scheduled appointments and related client and patient data from the PIMS directly into Scribe. When a user opens the Scribe app, they’ll see their appointments for the day, complete with appointment details, client name, patient name, and provider, ready to select and start recording.
📝 Important Note: Each DVM will need their own Scribe account in order to see their individual appointments.
What are the appointment statuses, and what do they mean?
- Not Started: Appointment created, no recordings
- In Progress: At least one recording is active or completed
- Processing: Recordings being processed
- Ready for Review: Recordings transcribed, notes generated
- Completed: Appointment marked complete in the web app
Can I reopen a finished appointment?
No, finished appointments cannot be reopened in the mobile app. You can view and edit notes in the web app if necessary.
How many recordings can I make for an appointment?
You can create multiple recordings for each appointment. Recordings are named sequentially (e.g., Recording 01, Recording 02).
Can I rename an appointment?
Yes. Appointments will have a default name (date/time); they do not need to be updated. The user can manually update the name (e.g., Fluffy Smith) within the appointment screen by tapping into the name field.
Can I delete an appointment once it's created?
No, appointments cannot be deleted at this time, but they have been added to the feature list for future functionality.
Can I rename recordings?
No, recordings cannot be renamed.
What happens if I delete a recording?
Deleted recordings cannot be restored.
How long are recordings stored on my device and in the Cloud?
Recordings are initially saved locally on your device before being uploaded and stored in the cloud storage. Once successfully uploaded to the cloud, these local recordings are automatically deleted from your device. Currently, recordings are stored indefinitely in the cloud storage.
Do I need to do anything special to ensure the recording is usable?
To ensure the best audio quality, we recommend placing the recording device on a flat surface and within a few feet of the conversation.
What happens if the app crashes during an ongoing recording? Will the data be saved or lost?
If the PetDesk Scribe app crashes during an ongoing recording, the recording may be saved up to the point the app crashes. To confirm, open the existing appointment and confirm the recording exists, has valid audio, and has been uploaded successfully.
Are there file size or time limits for recordings in the mobile app, and what happens if those limits are exceeded?
No. Currently, the PetDesk Scribe app imposes no limits on recording size or duration.
If a recording upload fails due to a poor internet connection, can it be retried manually?
Yes. Recordings that fail to upload due to missing or poor connectivity can be retried by the relevant user on the relevant device where the recording was performed. Simply click the ‘Retry’ button next to a failed recording.
How do we handle situations where the app cannot finish processing an appointment?
Currently, no functionality allows a user to initiate an action on an appointment that failed to complete successfully. These cases will be monitored by the PetDesk team, and corrective action will be taken as necessary.
Can I share or download recordings from the mobile app directly to my device?
No, this functionality is not currently supported.
What happens if I forget to tap "Finish Appointment"? Will the recordings still be processed?
No, the appointment will not be submitted for processing until the Finish Appointment button is tapped.
Can I switch between devices mid-appointment, or do I need to use the same device throughout?
Once an appointment is created, it will be visible to all users within the account, and on any device. Therefore, any user on any device can create recordings for the appointment.
How long are appointments stored in the mobile app?
Currently, appointments will be available in the app indefinitely.
Do all users in the clinic have access to all recordings/appointments?
Yes, all users will have access to all appointments/recordings created within the place account. On the web, users can easily filter and sort by the appointment owner (i.e., the user who created the appointment).
Can I delete appointments?
No, appointments cannot be deleted.
Can I use an Apple Watch to record an appointment?
No.
AI Functionality
How does PetDesk Scribe use AI?
PetDesk Scribe uses AssemblyAI for transcription and various large language models (LLMs) for generating SOAP notes and client summaries.
How long does AI processing take?
Processing time depends on the recording's file size and network speed, but it typically takes 2-3 minutes.
What if the AI incorrectly summarizes or misinterprets the appointment? Can the notes be flagged for manual review?
Yes, the web application includes a feedback feature that allows users to share feedback on the appointment experience, which is then reviewed by the PetDesk team.
How does the system handle accents or varying speech clarity during transcription?
AssemblyAI is designed to be robust to a wide range of accents, including regional dialects, slurred speech, and nuanced accents, thanks to its extensive training on diverse speech data.
If multiple recordings are included in a single appointment, will the AI tools merge them into a single transcript and SOAP note, or treat them separately?
All appointments within a recording will be used to generate a single set of SOAP notes and a single Client Summary. The user will be able to listen to the recordings individually, and the transcription will be available per recording.
Do the SOAP Notes or Client Summary indicate who performed the recording and/or what portion came from which recording?
No. The AI Engine processes all recordings as collective input and generates comprehensive SOAP Notes & Client Summaries without attributing specific content to individual recordings or recordists.
How customizable are the AI-generated SOAP notes? Can I add my templates or fields?
Not yet! But we plan to offer this in the near future.
How secure is the AI processing? Are my client's data and recordings encrypted?
All data within the PetDesk Scribe application is securely encrypted at rest. Additionally, no data is shared with Language Learning Model providers.
Is there a sensitivity setting on what the AI will transcribe?
Currently, there is no direct sensitivity setting that the user can adjust for transcription.
Does the transcription work for all languages (or specific ones)? >> Canadian English, Portuguese, Spanish?
Currently, the PetDesk Scribe product only supports English. Additional languages will be available in the future.
Web App Functionality
What can I do in the web app?
The web app allows you to:
- View appointment details, recordings, transcripts, SOAP notes, and client summaries
- Edit and finalize SOAP notes and client summaries
- Mark appointments as completed or reopen them for further editing
Can SOAP notes or Client Summaries be versioned, so previous edits are retrievable?
Currently, we do not support versioning or restoring previous versions.
Is there a limit to how far back users can search for appointments in the web app?
No, there is not.
If users accidentally mark an appointment as “Complete,” how quickly can it be reopened for further edits?
Immediately! Simply open the appointment and click “Re-open Appointment”.
Can I download a copy of the SOAP notes, Client Summary, or transcript for my records?
Downloading or exporting files is not currently supported, but these files can be copied and pasted as needed.
Can I transfer appointments between users if someone leaves the clinic or is unavailable?
This is not currently supported.
What happens to appointments and recordings if my clinic decides to cancel the Scribe product?
Users will not be able to record new appointments, but they can access the Scribe product to review completed appointments and notes.
Can I view which users have accessed a specific appointment or edited its notes?
This is not currently supported.
How long are appointments stored in the web app for?
Indefinitely.
What if users are editing notes at the same time?
Currently, the application saves the most recent changes. Therefore, whatever text was present for the person making the last save will be retained.
Account Management and Settings
How do I change my password?
Go to the Account Settings menu, select “Change Password,” and follow the guidelines.
What happens if a user is deactivated?
Deactivated users cannot create new appointments, but their historical appointments remain accessible in Scribe.
Is there a bulk user creation feature for large clinics with multiple users?
This is not currently supported.
How can we troubleshoot if a user doesn’t receive the "Forgot Password" email?
Please reach out to support@petdesk.com.
Technical Issues and Support
Are there specific browser requirements for accessing the web app?
The PetDesk Scribe web app is designed to run smoothly on modern web browsers. To ensure security, performance, and full functionality, we recommend using the latest version of Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari.
Are there specific iOS version requirements for accessing the iOS mobile app?
PetDesk Scribe iOS app requires iOS 17 or higher to ensure compatibility with the latest features and security enhancements. Older versions may not be supported.
Why can’t I log in to the mobile app or web app even though my credentials are correct?
Please ensure you are using PetDesk Scribe user credentials. PetDesk user credentials do not work with PetDesk Scribe. If you are still having problems, please open a support request with the PetDesk Support team.
Reach out to the PetDesk support team for any technical issues or support - support@petdesk.com
Billing and Subscription
Will I be charged for additional users added after my initial account setup?
If you add additional DVMs to your account, yes, you will be charged for each additional DVM license.
Are there any costs associated with storing large amounts of audio or appointment data?
No, the cost to use Scribe is based on the number of DVMs with accounts.
If I decide to cancel the Scribe product, will I still have access to my historical appointment data?
Yes, you will still be able to access historical data.
Training and Best Practices
Does PetDesk provide training materials to help use the Scribe product effectively?
You and your team will receive an official run-through and training on Scribe as part of your onboarding process. We will also provide a best practices guide here. If you have teammates who join after your onboarding and would like training, please reach out to your Customer Success Manager.
How can we make sure we are following consent & privacy best practices?
We recommend doing this in a few ways:
- Visual Communication: Display consent posters in the lobby and exam rooms
- We created PDF posters you can print and post around your office to let pet parents know that a recording will be taking place during the appointment.
- Written Consent: Add consent language to your patient forms. Example below:
- "I consent to the audio recording of my pet's veterinary appointment for accurate medical documentation. I understand that the recording will be used solely for creating medical notes and may be deleted after transcription."
- Verbal Consent: Ask for consent before initiating the recording. Example below:
- "We use an AI tool to help create accurate medical notes. Would you mind if I record our conversation today?"
Are there specific types of appointments where the AI processing performs better (e.g., routine exams vs. emergency cases)?
PetDesk Scribe is designed to handle a wide range of veterinary appointments, but it performs best with structured conversations like wellness exams, follow-ups, and standard sick visits. Routine cases provide clearer, more predictable dialogue, enabling the AI to generate highly accurate, well-organized SOAP notes. In fast-paced or complex cases, such as emergencies, the AI still captures key details, but reviewing and refining the notes may be necessary to ensure completeness and accuracy.
How do I ensure the AI-generated summaries are client-friendly and free from technical jargon?
PetDesk Scribe is built to create professional, structured medical notes and generate clear client summaries. To ensure client-friendly language, review the AI-generated summary before sharing, and make small adjustments to simplify medical terms. The AI continuously improves with use, so consistently reviewing summaries and refining preferred phrasing will enhance future outputs. You can also provide feedback within the app to help optimize clarity and readability over time.
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