Otto Loyalty FAQ

Can we change the exchange rate so that clients receive more or fewer points per $10 spent?

No, the exchange rate is currently fixed at one point per $10 spent.

How soon after spending should clients expect to see points after paying?

Loyalty points sync each night, so clients should be able see their points the day after they pay an invoice.

Can we give clients points without requiring spendings?

Yes, you can add points to a client account for any reason—maybe they adopted a shelter pet, referred a new client, or they were patient in a busy waiting room. To add those points, search for the client using the search icon in the menu on the right side of the screen. If the loyalty program is set to either “On” or “Test Mode,” there will be a rewards balance. Next to this balance will be a button labelled “Add Points.” When adding those points, you can also include two notes, one visible to the client and one only visible to internal clinic users. However, those notes are optional—the only mandatory field is the amount of points to give to clients.

Be aware that clinic users cannot take points away, nor enter negative numbers here; they can only add points.

Why aren’t all of our clinic users able to see the Loyalty ribbon in the menu on the left?

Only admins are able to see and edit Loyalty settings for a clinic. This means that if a clinic user has been set up with the role of Member instead of Admin, they will not be able to access the Loyalty tab for the clinic.

What role a user has can be checked in Settings > Team. An admin can change a user from a member to another admin if necessary.

What is the difference between disabling a reward and deleting it?

Disabling a reward is temporary and the reward will still be visible to clinic users in the interface to re-enable when they wish. This might be useful for seasonal rewards, or in cases where the clinic is out of stock of something and need to restock before they can continue giving out that reward.

Deleting a reward is permanent. This means that if a clinic deletes a reward, then changes their mind about offering it, they will need to recreate it like new.

If we are coming from a different platform, can clients’ point balances be brought over onto Flow?

Currently, Otto Flow is only migrating point balances for clients from PetDesk and Vet2Pet.