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Client messaging for veterinary practices

Every client conversation in one place.

Give clients a clear way to ask for help, give your team one shared inbox and move to a video call when seeing the pet would help.

Get early access See how it works
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Client inbox

Greenfield Vets

Sarah and Milo

Assigned 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

Internal note · Alex
Please check whether a short video call would be useful before booking a visit.
Write a reply…

Today

24 conversations resolved

A shared practice inbox with client conversations, a photo, an internal note and an option to start a video call.

One clear conversation

From a client’s first question to the right next step

Keep the message, the owner and the outcome together as the conversation moves through the practice.

  1. 01

    Start in the right place

    Let clients choose the pet and reason for getting in touch before they send a message.

  2. 02

    Route it to the right person

    Assign the conversation to reception, a clinician, dispensary or the right branch.

  3. 03

    Reply, call or book

    Answer in the thread, start a video call or direct the client to the practice’s usual booking process.

Everything in one place

Make it easy to see who needs a reply and who is already helping

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

Keep every conversation in one clear 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

Filters

Needs reply

7

Waiting

6

Unassigned

5

KD

Kelly Dean · Archie

Review now

Archie has been sick twice since we came home…

Triage team

Waiting 8m

SO

Sarah Owen · Milo

Thanks, here’s a photo of the dressing.

Alex Lewis

Waiting 12m

JM

James Miller · Luna

Could I collect her repeat prescription tomorrow?

Dispensary

Waiting 31m

RH

Rachel Hall · Pepper

Is there a nurse appointment available on Friday?

Reception

Waiting 44m

A queue of client conversations with response status, assignee and waiting time.

Sarah and Milo

Post-operative follow-up

Open

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.

Upcoming appointment

Post-op check

Thursday · 10:20am · Greenfield

View booking
Write a reply… Send
A client conversation shown alongside the relevant pet, appointment, branch and assignee.

Useful context

Reply with the whole picture in view

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

Move from messages to a video call when seeing helps

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
SO

Sarah and Milo

Camera connecting…

AL

Alex Lewis · Nurse

End call

Reason

Check slipped dressing

Pet

Milo · Labrador

Call status

Ready to join

A private video call ready for a client and veterinary nurse to join, with the pet and reason for the call visible.

Website and profile

Let clients start from the right place

Add a messaging entry point to your practice website and Vet Verified profile, with clear choices that help the right team understand what the client needs.

Urgent and emergency prompts direct clients to call instead of waiting for an online reply.

Greenfield Vets logo

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.

A Vet Verified practice profile offering clear paths for a non-urgent question, appointment, medication request or urgent call.

Built for practice teams

A calmer way to keep conversations moving

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 right location 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.

Common questions

About access and client messaging.

How does my practice get access?
Apply for early access and complete Verification. We’ll contact you about availability, timing and next steps.
Does my practice need to be Verified?
Yes. Messaging is being designed for Verified practices. Verification checks your practice against the RCVS register and the accreditations shown on its listing.
Where can clients start a conversation?
The planned tools let clients start from your practice website or Vet Verified profile. We’ll confirm the supported messaging channels before launch.
Can a conversation be assigned to a colleague or branch?
Yes. The planned shared inbox lets your team assign a conversation, add internal notes and keep its status clear without forwarding messages between personal accounts.
Can we move a conversation to a video call?
The planned video-call flow lets your practice send a private joining link from the conversation when seeing the pet would help. Your practice remains responsible for deciding when a remote conversation is appropriate.
Will messaging connect to our practice management system?
Connections are being planned for supported practice management systems. We’ll confirm supported systems and any alternative workflows before you connect client data.
Is messaging suitable for emergencies?
No. The planned client experience directs urgent and emergency enquiries to call your practice or its out-of-hours provider instead of waiting for a message reply.
Do I need to agree to buy anything?
No. Registering your interest does not create a subscription or commit you to the software. We’ll explain availability and price before asking you to decide.

For Verified practices

Ready to bring client conversations into one place?

Give clients one clear way to ask and give your team one shared place to respond. Apply for early access and we’ll explain how to get started.

Get early access

Already Verified? Email the team and we’ll add your practice to the early-access list.