Otto App and Pet Portal Overview

Sections of the Pet Portal

Home Screen

The home screen of the Pet Portal is organized around a To-Do list — a focused view of everything the pet parent needs to act on. The number of pending items is shown as a badge on the section header.

To-Do items can include:

• Unread messages — new conversations from the clinic appear here as a notification (e.g., "You have 2 unread messages")
• Program CTAs — if the pet parent isn't enrolled in an available program (such as Care), a To-Do will prompt them to learn more (e.g., "Add a Care Member")
• SMS opt-in reminder — if the pet parent has opted out of text messages, a To-Do will appear encouraging them to opt back in (e.g., "Opt into receiving texts"), replacing the previous static banner

Below the To-Do section, the home screen also shows Upcoming Appointments and quick-access Get Help Now options (Talk to staff, Care Plan Live Chat if available, Book an Appointment).

💡 Pet selection and the conversations list are no longer displayed on the home screen as of Jun/11. Both are accessible at any time via the bottom navigation menu.

Pets

Clicking on Pets bottom menu will bring you to a section of the Pet Portal dedicated to information about listed pets.

Clicking on the pet’s name brings up the pet’s information.

A. The pet’s ID card will display the patients signalment and current vaccine information with the option to download this information as a PDF.

🛑This information is only available for clinics using Cornerstone (non-cloud based), AVImark, ImproMed, Ezyvet and Pulse

B. Clients can upload a photo of their pet to view within the Pet Portal by clicking on the camera icon.

🛑 Pictures do not load back into the PIMS

C. Clients can view upcoming appointments scheduled for their pet by clicking the Appointments button

🛑 To configure what appointments clients can see within the pet portal, navigate to Settings>Appointments

D. Clients can see any upcoming services due for their pet by clicking the Reminders button.

💡 This section will exclude services marked completed, and services with an upcoming due date that's further out than the next 6 months, but it will now show reminders that are currently overdue.

🛑 A clinic does not have to have services reminders enabled to use this function, however this function is only available for clinics using Cornerstone, AVImark, ImproMed, and Pulse

E. View the pet’s signalment here.

🛑This information is synced over from the clinic’s PIMS and can only be updated there.

Conversations

New message notifications appear as a To-Do item on the home screen, and tapping it takes the pet parent directly to their conversation. The full conversation history is always accessible via the Conversations tab in the bottom navigation menu.

🛑 Clients will only ever have one active conversation at a time

Account

Clicking on the Account tab will show the clients first and last name and their contact information.

🛑 Clients cannot update this information in the Pet Portal, it will need to be updated by clinic staff within their PIMS and then the information will sync over nightly

In the browser based Pet Portal, Clients can manage their notifications within this tab if they want to opt in/out of email/text notifications. 

When a client opts out of SMS, their Otto profile will show an SMS opt-out indicator so clinic staff know not to attempt to text them. If the client later wants to opt back in, they can text the word Start to your clinic number; the indicator will clear automatically once the opt-in is processed.