Otto Direct Booking FAQ’s

Which PIMS are supported for Direct Booking?

Cornerstone, Avimark and practices not utilizing a PIMS can use Direct Booking.

Where can pet parents schedule appointments with Direct Booking?

Direct Booking is available on your Pet Portal, Otto App, and Website Widget, allowing pet parents to schedule appointments directly through any of these platforms. This feature offers maximum convenience for your clients while saving your team valuable time

Can New clients use Direct Booking?

Yes, you have the option to use Otto Direct Booking for both new and existing clients. You also have the option to only allow existing clients to book.

For new clients, a new client and patient profile will be created in both your PIMS and Flow at the time of booking.

Can we edit the questions asked to New Clients?

At this time it is not possible to edit the form questions asked to New Clients. These are required fields from both Cornerstone and Avimark in order to successfully create their client and patient profiles. If any fields are removed or edited, the write back would fail. See Direct Booking Overview for examples of the questions asked to New Clients. 

Can multiple pet appointments be booked using Direct Booking?

At this time, clients are able to book one appointment per pet.

Will Direct Booking recognize Cornerstone or Avimark block offs?

Yes, block offs from Avimark and Cornerstone PIMS are recognized in the availability shown in Direct Booking.

Does Direct Booking read Cornerstone templates?

At this time, Direct Booking does not read Cornerstone templates. But your Customer Success Manager or Implementation Specialist can help execute the same template rules with a Flow setting called Exclusionary Time Slots. Using Exclusionary Time Slots can block specific windows of time, per day, where only certain appointment types are allowed to be booked. 

Will Direct Booking allow clients to double-book a Doctor or Technician?

Direct Booking will not allow a client to book a time slot that is occupied either in the PIMS or in Flow.

If a client tries to directly book, but already has another appointment on schedule with us, what happens?

At this time, there are no restrictions for clients to book additional appointments. But clients are unable to navigate into Direct Booking a second time after they have booked a particular day.

When I add a block off or make a change to my Cornerstone or Avimark schedule settings, how soon does Direct Booking recognize that change?

Updating or adding new block offs in Cornerstone or Avimark takes about 15 minutes to be reflected in Direct Booking. For example, if you add a block off to your schedule, it will take about 15 minutes to have that block off be reflected and show unavailable slots in Direct Booking. 

Cornerstone and Avimark setting updates typically take an overnight sync to reflect in Direct Booking. Please reach out to our Otto Support Team if you have questions about a particular change. 

Can I take full payment or a deposit for a Direct Booking appointment?

Yes you can either collect full payment of the appointment or a deposit for any appointment type used in Direct Booking. See your Appointment Type settings in Flow or ask your Customer Success Manager for assistance or see Setting up Direct Booking Payments. 

Do payments collected via Direct Booking write back to my Cornerstone or Avimark?

Payments collected at the time of booking do not write back to Cornerstone or Avimark at this time. If you would prefer payments write back, you can utilize our automatic payment deposit request via an automated prompt. Please reach out to your Customer Success Manager for assistance in setting this up.