FAQs: Neo and Otto

If I create an appointment in Otto, will it be created in Neo as well?

Yes, an appointment created within Otto will sync to Neo. 

💡 When a Neo appointment is dragged to a different time or has its start/end time modified, Neo assigns a new PIMS ID, which causes Otto to treat it as a new appointment. Moving an appointment to a different room (column) does not have this effect because the PIMS ID is unchanged.

If I delete an appointment in Otto, will it be deleted in Neo as well?

Yes, if an appointment is deleted in Otto, it will be removed from Neo's schedule. 

💡 Late and No Show statuses in Neo do not sync to Otto and do not cancel pending automations.

If an appointment is confirmed in Otto, will that confirmation sync back in Neo?

Yes! Confirmations that write back to Neo are handled only via automations.

If I create a new client and/or pet in Neo, will they automatically show up in Otto?

New clients and/or pets will sync from Neo to Otto multiple times per hour. Secondary contacts set in Neo will not sync to Otto.

If I create a new client and/or pet in Otto, will they automatically sync back into Neo?

No, clients and pets created in Otto will not sync back into Neo. Create all clients and pets within Neo to sync them to Otto.

Do conversations export back into Neo?

Conversations can be exported from Otto to Neo manually or automatically upon completion of a chat. Exported conversations will be visible under the patient’s record under the Consults tab within Neo.

Do forms export back into Neo?

Forms can be manually exported from Flow into Neo. If forms are exported within conversations, they will appear as clickable links within the export. Exported forms will be visible under the patient’s record under the Consults tab within Neo.

Can I use Otto to collect payments?

Digital invoicing is available within Otto. To find out more, click here. 

Do payments made in Otto reflect in client balances in Neo?

No - payments made within Otto will not update client balances. To view payments made, navigate to the Reporting tab in the left-hand menu.

Can I use Otto for my service reminders?

Neo is not supported for service reminders.

Can clients see pet vaccine data?

No, pet parents cannot view their pet’s medical history or vaccine history in their pet portal.