Navigating Flow's Client Profile

The Client Profile displays the clients phone numbers and email address as displayed in the practice management software (PIMS). All communications will go to the primary number and email.

💡If clients wish to update their email address for communications: all changes need to be created in the PIMS and will sync over nightly.

Editing primary numbers

1. Click the pencil icon to make edits

2. Choose the number to edit and click the pencil icon

3. Choose whether this is the primary number by checking or unchecking the Primary check box

   💡Only one number can be used as a Primary and can be adjusted within Flow if multiple numbers are listed in their PIMS account.

   💡If phone numbers are edited in Flow, the change will not sync back into the PIMS.

   💡Notifications and messages will not go to phone numbers that do not have texting capability

   💡If numbers are added in the PIMS they will sync over to Flow nightly (depending on the PIMS)

Communication Options

1. Start Chat

Use this option to start a chat communication with a client. Depending on the client's communication preferences, messages will be sent as a text message and/or email and will also be available for viewing inside the Pet Portal or App.

💡Using this option will either start a new chat or open up the last communication with the client if it was not archived

2. Video Chat

The video chat option sends an invitation for the client to join in on a video call. To learn more  about how to best utilize this function, click here.

3. Phone Call

Flow allows outbound calls to be made through the platform. When calls are made using this option, the caller ID displays the clinic number. When placing a call, a prompt will ask whether this call should be recorded. If recording is elected, it will notify the client upon answering that the call is being recorded via an automated message. Recordings can be found in the Reporting section.

💡Calls over 60 minutes will not be available for download

💡Recordings cannot be started during a phone call

💡Best Use: Recording information regarding patients, collecting verbal consent for clients that are unable to sign a consent form

4. Payment

In order to utilize this function, the clinic’s payment settings will need to be set up. To find out more about how to collect payments, click here.

Contact Options

Contact options will be checked off for both email and text by default unless the client has opted out of receiving communications.

💡If the client has opted out of receiving text and email communications, all messages will still be found within the Pet Portal. To learn how to manage notifications within the Pet Portal, click here.

💡Clients will be able to set up push notifications within the Otto App. 

💡In Flow, Clinic users will NOT be able to turn on a Client’s push notifications. Clinic users will be able to see if the are enabled in the Client’s Profile. The Mobile App checkbox will always be greyed out, but will be checked/unchecked depending on the status of the Push Notifications.

NPS/CSAT Surveys

Surveys can be sent based on automation types to all scheduled appointments. To learn more about customer satisfaction surveys, click here.

💡To disable surveys from sending to a specific client, toggle the NPS Survey button off

💡Automations for appointments and service reminders will continue to send

Pet Portal Link

The Pet Portal link allows for ease of sending clients their Pet Portal links. To find out more about the Pet Portal, click here.

💡Important Note: Links to client’s Pet Portals will automatically be sent to clients when they receive communication from the clinic that contains automations, attachments, forms, or anything interactive.

Past Conversations

Previous archived and active conversations will be found here.

💡Conversations will show for all pets and never get deleted

Merging Profiles

Client Profiles can be merged within Flow if multiple accounts exist. To learn how to merge profiles, click here.

💡There are a few requirements that need to be met in order to merge two Pet Profiles

💡Important note: After merging two profiles, there are instances in which the removed/deleted profile can still appear in Flow. These instances can include past Appointments, Conversations and Payment records associated with the deleted Pet Parent. These views exist for historical reference only and do not indicate that the profile has been reactivated in any way