Phase 2 of Service Reminder Set Up: Setting up Service Reminders in Flow

This article will cover:

• Setting up Service Reminders for ezyVet in Flow (🎥 Video Available)
• Options to Customize your Service Reminders (🎥 Video Available)
• Service Reminder Reporting
• What your Clients will see
• How Service Reminder requests appear in Flow
• Adjusting your ezyVet notifications to avoid double reminders
• FAQ

❗️Heads up! 

If you have not yet completed Phase 1 of Service Reminder Set Up: Updating your ezyVet Integration Scopes, please complete those steps first before returning to Phase 2 steps!

🛠️ Setting Up Service Reminders in Flow

🎥 Watch: Setting up Service Reminders for ezyVet in Flow!

1. To get started, go to Settings > Service Reminders in Flow.

📌 Don’t turn on reminders yet! Complete the setup steps below before enabling them.

2. Review Services Synced in from ezyVet

1. • Scroll down to see a list of services synced in from your ezyVet's Standard of Care table.

   • To view all services, uncheck the box labeled “Hide Services Without a Reminder.”

3. Configure Reminders

1. • To update multiple services: check the boxes, then click the Edit button in the blue ribbon.

   • To edit one item: click the pencil icon next to it.

   • You can update the display name, reminder schedule, and delivery methods (email and/or SMS).

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       4. Understand Reminder Statuses

       • Active – Currently sending reminders

       • Scheduled – Will start sending on a set date

       • Inactive – Not sending reminders yet

         
         5. Set Delivery Preferences

         • Choose how reminders will be sent (email and/or text).

         • ✅ A checkmark means the option is active.

         • The "Pet Portal" option will allow your clients to see upcoming and past due services in their Otto App.

           13. 🎉 Enable Reminders

           • Once everything looks good, toggle on “Enable Reminders.”

           • ⏳ It may take 1–2 days for the system to start or stop sending service reminders.

           • Turning off the toggle stops future reminders, but any already queued will still send.

          

        

What's Next?

A few days after your Service Reminders are enabled, you should start to see data in your Service Reminder report, found in Flow's Reporting page

🎥 Watch: Options to Customize your Service Reminders

✏️ Optional: Customize Service Reminders

• Appointment Request Form: Edit the Appointment Request Form your clients will receive.

• Automated Responses: Edit the message clients see after submitting the appointment reminder request.

• Conversation Status: Set how the message appears in Flow (e.g., "Service Reminder Response").

👀 What your client's will see

Texted Service Reminder:

Emailed Service Reminder:

Selecting either the link in the text message or the Book Now option in the email will take your client to the reminder's Appointment Request form:

👀 How Service Reminder responses appear in Flow:

• Once your client submits their Appointment Request form, a Conversation will be created, with it's status reflecting whichever Conversation Status was configured in your Service Reminder settings
• Otto's Customer Success Team can assist in setting up automatic messages so that you're clients are aware they will soon be connected with a clinic team member to schedule an appointment
• It's also possible to reference your patient's Services Due from their Flow pet profile

🎉 All done! Congratulations on setting up Otto Service Reminders for ezyVet! 

Should you need any Support, please reach out to your Customer Success Manager or Otto Support team at support@otto.vet.

💌 Adjusting your ezyVet notifications

You'll likely want to adjust the communication preferences in ezyVet to avoid sending duplicate reminders. Refer to ezyVet documentation for additional details and reach out to ezyVet support for additional clarification or guidance.

Default Subscription Groups

1. Admin > Settings > System > Advanced > Default Subscription Groups (docs) -- Uncheck "reminders" and "general comms"

Communication Tasks

2. Admin > Automated Tasks > Communication Tasks (docs) -- Remove "Send Methods" that overlap with Otto. Alternatively, maybe setting "Automatically Run" to "NO" is sufficient?

FAQ

Q: Will clients receive a Service Reminder if they have an appointment scheduled for it already?

A: No they will not get a Service Reminder if that service is booked for an upcoming appointment. If there is an appointment on the calendar within 30 days before the due date, they will not get a reminder. If there is an appointment on the calendar within 60 days after the due date, they will not get a reminder. 

Q: Are Service Reminder Postcards supported for ezyVet? 

A: No at this time. We will be announcing when postcards will be supported in the future!

Q: Can client's unsubscribe from Service Reminders?

A: Yes, they have the option to reply "STOP" via text or Unsubscribe from the emailed Service Reminder.

Q: If my client unsubscribes from either text and/or emailed Service Reminders, does that affect other forms of notifications from the clinic? Like new messages or appointment reminders?

A: No, unsubscribing from the text or email Service Reminder only unsubscribes them from Service Reminders. 

Q: How long after I make changes to the services in Ezyvet will it take to reflect in Flow?

A: Changes will be synced into Flow through our nightly sync!