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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.

Get started See how it works
Messaging Inbox

Inbox

18 open · 24 resolved today

Sarah Owen · Milo

Follow-up

Assigned to Alex Lewis · Greenfield

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…
Illustrative preview of the shared client inbox, with an open conversation about Milo.

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.

  1. 01

    Collect the details

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

  2. 02

    Assign the conversation

    Assign the conversation to reception, a clinician, dispensary or the correct 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.

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
Messaging All conversations

All conversations

18 open across 2 branches

Needs reply

7

Waiting on client

6

Unassigned

5

Resolved today

24

Conversation
Kelly Dean · Archie Archie has been sick twice since we came home… Review now
Sarah Owen · Milo Thanks, here’s a photo of the dressing. Follow-up
James Miller · Luna Could I collect her repeat prescription tomorrow? New
Rachel Hall · Pepper Is there a nurse appointment available on Friday? Waiting on client
Emma Price · Biscuit Could the vet sign Biscuit’s insurance claim form? New
Illustrative preview of a queue of client conversations with assignee, waiting time and response status.

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.

Messaging Sarah Owen · Milo

Sarah Owen · Milo

Open

Post-operative follow-up

Milo has been much brighter today. Should I keep the dressing covered until his check on Thursday?

11:02

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.

11:09 · Alex Lewis

Write a reply…

Sarah Owen

Client since 2019

Pet

Milo

Labrador · 6 years · 28.4 kg

Upcoming appointment

Post-op check

Thursday · 10:20am · Greenfield

Branch
Greenfield
Assigned to
Alex Lewis
Opened
Today, 10:14
Illustrative preview of a client conversation shown alongside the pet, upcoming appointment, branch and assignee.

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

Greenfield Vets

Today 11:24

Hi Sarah, Alex would like a quick look at Milo’s dressing. Join the video call when you’re ready.

Video call with Greenfield Vets

Opens in your browser. No account needed.

Joining now

Illustrative preview of a video call joining link on the client’s phone.
Messaging Video call

Video call

Sarah Owen · Milo · Started from the conversation

Live · 04:12
SO

Sarah and Milo

Showing the dressing

AL

Alex · Nurse

Reason
Check slipped dressing
Pet
Milo · Labrador
Illustrative preview of a video call between a client and a veterinary nurse, with the pet and reason for the call visible.

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.

vetverified.com/practices/greenfield-vets

Greenfield Vets

Practice profile · 3 branches

Contact the practice

How can we help?

Ask the practice

A non-urgent question about your pet or their care.

Chosen

Appointments

Book, change or ask about an upcoming visit.

Medication

Ask about a repeat prescription or collection.

Urgent help

Call the practice now on 01234 567890. Don’t wait for a message reply.
Illustrative preview of a Vet Verified practice profile offering clear paths for a non-urgent question, appointment, medication request or urgent call.

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.

£125 + VAT / month

First year, per branch, paid annually

Then £250 + VAT / month

View pricing and the offer

Common questions

About access and client messaging.

How does my practice get access?
Claim your practice listing and complete Verification. Once your practice is Verified, you can add the software to your account.
Does my practice need to be Verified?
Yes. Messaging is for Verified practices. Verification checks your practice against the RCVS register and the accreditations shown on its listing.
Where can clients start a conversation?
Clients can start a conversation from your practice website or Vet Verified profile.
Can a conversation be assigned to a colleague or branch?
Yes. The 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?
Yes. Your practice can 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.
Can messaging connect to our practice management system?
Contact our team to check compatibility with your practice management system and discuss options for connecting your client data.
Is messaging suitable for emergencies?
No. Clients with urgent or emergency enquiries are directed 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. Starting a claim for your practice listing does not create a software subscription. We’ll explain the features and price before you decide.

For Verified practices

Manage client messages with Vet Verified

Add contact options to your profile and manage replies from a shared practice inbox.

Get started

Already Verified? Email the team and we’ll help you get started.