Client messaging for veterinary practices
A shared client inbox
Add messaging to your practice website and Vet Verified profile, then manage every conversation in one shared inbox.
Client inbox
Greenfield Vets
Sarah and Milo
Follow-upAssigned to Alex Lewis
Today
Hi, Milo’s dressing has slipped a little. Is this something the team needs to see today?
10:14
Photo · 10:15
Thanks, Sarah. I’ve asked a nurse to review the photo. We’ll reply here shortly.
10:17 · Read
Please check whether a short video call would be useful before booking a visit.
Today
24 conversations resolved
Conversation workflow
Route each question to the team that can help
Collect the details at the start, assign the conversation and record how it was resolved.
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01
Collect the details
Let clients choose the pet and reason for getting in touch before they send a message.
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02
Assign the conversation
Assign the conversation to reception, a clinician, dispensary or the correct branch.
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03
Reply, call or book
Answer in the thread, start a video call or direct the client to the practice’s usual booking process.
Shared client inbox
See who needs a reply and who owns each conversation
Shared inbox
Bring client conversations into one queue instead of separate phones and accounts.
Clear ownership
Assign each thread and show the team when someone has already picked it up.
Video calls
Send a joining link from the conversation when a closer look would be useful.
Response status
See what is new, waiting, overdue or resolved without opening every thread.
Shared inbox
Manage every conversation in a shared queue
Filter by branch, topic, assignee and status so each person can focus on the conversations they can move forward.
- Mark urgent-looking messages for prompt review
- Leave internal notes clients cannot see
- Reopen a conversation when a client replies
All conversations
18 open across 2 branches
Needs reply
7
Waiting
6
Unassigned
5
Kelly Dean · Archie
Review nowArchie has been sick twice since we came home…
Triage team
Waiting 8m
Sarah Owen · Milo
Thanks, here’s a photo of the dressing.
Alex Lewis
Waiting 12m
James Miller · Luna
Could I collect her repeat prescription tomorrow?
Dispensary
Waiting 31m
Rachel Hall · Pepper
Is there a nurse appointment available on Friday?
Reception
Waiting 44m
Sarah and Milo
Post-operative follow-up
Milo has been much brighter today. Should I keep the dressing covered until his check on Thursday?
That’s good to hear. Please keep it clean and dry. If it slips again, send us a photo here and we’ll take another look.
Post-op check
Thursday · 10:20am · Greenfield
Useful context
Keep client, pet and appointment details beside the conversation
Keep the client, pet, branch and relevant appointment beside the thread so the team spends less time asking for details it already has.
A clear conversation history also makes handovers easier when a receptionist, nurse and vet each need to contribute.
Video calls
Start a video call from the conversation
Send a private joining link inside the thread, keep the reason for the call visible and return to the same conversation afterwards.
- Clients join from their browser without creating another account
- The practice decides whether a remote conversation is appropriate
- Follow-up actions stay attached to the conversation
Sarah and Milo
Camera connecting…
Alex Lewis · Nurse
Reason
Check slipped dressing
Pet
Milo · Labrador
Call status
Ready to join
Connected to Vet Verified
Add clear contact options to your website and profile
Add a messaging entry point to your practice website and Vet Verified profile. The client chooses a topic before sending so the appropriate team can respond.
Urgent and emergency prompts direct clients to call instead of waiting for an online reply.
Greenfield Vets
Practice profile
Contact the practice
How can we help?
Ask the practice
Send a non-urgent question about your pet or their care.
Appointments
Book, change or ask about an upcoming visit.
Medication
Ask about a repeat prescription or collection.
Urgent help
Call the practice now. Do not wait for a message reply.
Built for practice teams
Controls for reception and clinical teams
Share the workload
Let reception, clinical and dispensary teams work from the same organised queue.
Set expectations
Show clients when the inbox is monitored and when they should expect a response.
Keep work accounts separate
Give staff access through the practice workspace instead of personal messaging accounts.
Work across branches
Route each question to the correct branch while keeping group oversight clear.
Finish with an outcome
Resolve a thread with a clear record of whether the client was answered, called or booked.
See where help is needed
Review response times and queue volume without reading private conversation content.
Early adopter offer
Get 50% off your first year of messaging.
Manage unlimited client conversations with unlimited team members. Your branch must be Verified before adding the software.
Early adopters also receive a seat on our Practice Advisory Council, with the opportunity to help shape Vet Verified and the tools we build for veterinary practices.
First year, paid annually
Then £250 + VAT / month, paid annually
View pricing and the offerCommon questions
About access and client messaging.
How does my practice get access?
Does my practice need to be Verified?
Where can clients start a conversation?
Can a conversation be assigned to a colleague or branch?
Can we move a conversation to a video call?
Will messaging connect to our practice management system?
Is messaging suitable for emergencies?
Do I need to agree to buy anything?
For Verified practices
Manage client messages with Vet Verified
Add contact options to your profile and manage replies from a shared practice inbox. Apply for early access and we’ll explain how to get started.
Already Verified? Email the team and we’ll add your practice to the early-access list.