Welcome to your truConnect Hub — your clinic's home base for appointments, AI tools, and program insights, all in one place.

What Is the truConnect Hub?

Otto built the truConnect Hub specifically for clinics on the truConnect program. It gives your team a single place to see which pet parents are interested in Trupanion coverage, track how your campaign is performing, and use AI-powered tools that save time every day.

Getting Logged In

Finding the Login

Open your Daily Digest email — the one that shows which clients requested information about their Trupanion Exam Day Offer. There are three login buttons in that email (in the header, body, and footer). Any of them will take you to the hub.

Your First Login

When you log in for the first time, enter the email address where you receive your Daily Digest. From there:

• If you have never logged in before, Otto will send a link to your inbox. Click it and you will be brought directly into the hub.
• If you have logged in before and already set a password, you will be prompted to enter it.

The very first time you log in, you may see a loading screen for about 30 seconds. This is normal and only happens once — Otto is finishing your clinic's setup in the background. Once it completes, you will be prompted to create a password and you will land on your home page.

Inviting Your Team

Each team member can have their own login using the email address they receive Otto communications at. If you are an admin, you can invite team members from Settings, then Team.

Your Home Page

Once logged in, you will land on your home page. Here is what you will find:

Personalized greeting — A time-based greeting with your name so you always know you are in the right place.

OttoPilot banner — Quick-access prompts to start an AI conversation, plus an Ask me anything else button for free-form questions.

Campaigns snapshot — A quick view of your key campaign metrics.

AI Scribe widget — A summary of your clinic's note-taking activity, including time saved and recordings made.

Your Daily Digest Email

The Daily Digest email has been updated with a fresh look. Instead of a list of individual appointments, it now shows a summary of three client groups:

• Clients Interested — pet parents who clicked and requested an Exam Day Offer
• Did Not Respond — pet parents who received your message but did not reply
• Not Interested — pet parents who explicitly declined

The email will send as long as at least one client was interested or did not respond. It will not send if no automation messages went out that day, or if every eligible client responded as Not Interested. This is expected — nothing is broken.

Appointments Page

The Appointments page shows your full daily schedule with truConnect information layered in.

Two Views

All — your complete schedule for the day.

Requested EDO — only the appointments where a pet parent expressed interest in learning more about Trupanion coverage.

Appointment Statuses

Eligible but Did Not Respond — a pre-appointment message was sent, but the pet parent did not reply either way.

Requested EDO — the pet parent indicated they want to learn more about Trupanion coverage.

EDO Sent — a Trupanion Enrollment Discount Offer was sent after the appointment.

Not Eligible or Not Interested — the pet does not qualify, or the owner declined.

Filtering and Navigation

You can filter appointments by type, provider, room, campaign status, and client response. Use the calendar to navigate between dates. The Today button brings you back to the current date. The page automatically scrolls to the current time when it loads.

AI Scribe

AI Scribe is Otto's built-in note-taking tool. You can record appointment notes directly from the Appointments page and Otto generates the notes and transcript automatically.

Otto estimates AI Scribe saves approximately 6 minutes per appointment.

How to Start a Recording

Click the Record button on any appointment card, or open the appointment details and click New Recording. Once a recording exists, a notes icon will appear on the appointment card. Click it to view the notes and transcript.

Scribe Metrics on Your Home Page

The AI Scribe widget on your home page tracks your clinic's usage over time, including total time saved, notes created, percentage of appointments recorded, and the number of active users.

Any team member with a login can use AI Scribe. Admin users can invite additional team members from the Settings page.

OttoPilot

OttoPilot is your AI assistant, available right inside the hub. You can use it to ask questions about your truConnect program, understand your campaign data, or get guidance on getting more out of your program.

Starting a Conversation

Use the preset prompt buttons on the OttoPilot banner on your home page, or click Ask me anything else to type your own question.

Finding Past Conversations

Your last 20 conversations are listed in the chat history on the left side of the screen. You can also use the Search Chat feature to find a past conversation by title or content.

Campaigns and Program Performance

The Programs page gives you a full view of your truConnect program.

Inside your truConnect program you will find three tabs:

Campaigns — an overview of what is included in your truConnect campaign and how it works.

Performance — key metrics defaulting to the last 12 months, including Messages Sent, Clients Engaged, and EDOs Sent, plus graphs showing results by doctor and appointment type.

Notification Recipients — a list of who currently receives your Daily Digest email. To add or remove recipients, contact Otto support.

Understanding Your Metrics

Messages Sent — the number of pre-appointment messages sent to pet parents about Trupanion coverage.

Clients Engaged — pet parents who responded in any way, either interested or not interested.

Clients Interested — pet parents who clicked and indicated they want to learn more about coverage.

EDOs Sent — actual Trupanion Enrollment Discount Offers sent following appointments.

Common Questions

Login and Access

I never received my login link. What do I do?

Check your spam or junk folder first. If it is not there, confirm the email address you entered is the same one where you receive your Daily Digest. If you are still having trouble, contact Otto support.

My login link expired. Can I get a new one?

Yes. Go back to the login page, enter your email address again, and a fresh link will be sent to your inbox.

I forgot my password. How do I reset it?

On the login screen, click the forgot password option and enter your email address. You will receive a link to create a new password.

Can multiple people at my clinic have their own login?

Yes. Each team member can have their own login using the email address they receive Otto communications at. Admin users can invite team members from Settings, then Team.

A staff member left. How do I remove their access?

Contact Otto support and we will remove their access for you.

Daily Digest Email

Why did I not receive my Daily Digest today?

The email only sends when at least one client was interested or did not respond. If every eligible client declined, or if no automation messages went out that day, the email will not send. This is expected behavior.

The email looks different than it used to. Is something wrong?

Nothing is wrong. The email was updated as part of the new truConnect experience. It now shows a summary count of client responses rather than a list of individual appointments.

The numbers in my email do not match what I see in the portal. Why?

The email reflects activity from the previous send window. The portal may show more up-to-date information. If the difference seems significant, contact Otto support.

Appointments

I do not see today's appointments. Why?

Make sure the calendar is set to today's date — it is easy to accidentally navigate to a different day. Also confirm your practice management system is synced. If appointments are still missing, contact Otto support.

What does Eligible but Did Not Respond mean?

It means the pet parent received a pre-appointment message about Trupanion coverage but did not reply in either direction.

What does EDO Sent mean?

EDO stands for Enrollment Discount Offer. This status means a Trupanion offer was sent to the pet parent after their appointment.

Why are some appointments showing as Not Eligible?

Not every pet or client qualifies for a Trupanion EDO. This can be because the pet parent already has Trupanion, the pet does not meet eligibility requirements, or the appointment type is not included in the campaign.

AI Scribe

How do I start recording?

Click the Record button on the appointment card, or open the appointment details and click New Recording.

Where do I find notes after a recording?

Once a recording exists, a notes icon appears on the appointment card. Click into the appointment details to find the View Notes and Transcript button.

Can all staff use AI Scribe?

Yes. Any team member with a login can use AI Scribe. Admin users can invite additional team members from the Settings page.

OttoPilot

What can I ask OttoPilot?

You can ask OttoPilot anything related to your truConnect program, your daily activity, or how to get more out of your campaign. Use the preset prompts to get started or type your own question.

How do I find a past OttoPilot conversation?

Use the Search Chat feature to search by title or content, or scroll through the chat history list on the left side, which shows your last 20 conversations.

Need Help?

If something is not working or you have a question, reach out to Otto support. Our team is here to help you get the most out of your truConnect program.