Otto Flow For Veterinary Clinics
Otto Flow Conversations
Conversation Statuses
How to create, edit, and auto-assign conversation statuses, and use them to archive and export conversations.
Auto-change Conversation Statuses
How to set up status workflows that automatically change a conversation's status after a period of inactivity.
Filtering Conversations
How to filter, search, and save conversation filters in Flow.
Pinning Conversations
How to pin and unpin conversations to keep them at the top of your list.
Mark a Message as Unread
How to mark a client message or team note as unread in a conversation.
Notifications: Mark All As Read and View Unread
How to mark all conversations as read and filter the conversation list to only unread messages.
Message Templates
How to create, tag, and insert reusable Message Templates into conversations and notes.
Starting a Message with a Non-Client (not saved in Flow)
How to start a conversation with someone not yet saved as a client in Flow.
Emoji Reactions in Messages
How to react to a client or teammate's message with an emoji.
Deleting Messages
Who can delete team chat and client conversation messages, and how to delete one.
Internal Team Chat
How to use Team Chat: creating channels, direct messages, and notifications for internal staff communication.
Calling Pet Owners from Flow
How to make outbound calls to pet owners from Flow and record them.
Mass Text Alerts
How admins send a one-time informational text to all clients with upcoming appointments.
Understanding SMS Delivery in Otto
Explains MMS support, the automatic Pet Portal fallback when SMS delivery fails, and how to read SMS error messages in conversations.
Utilizing the Search Function Powered by VIN
How to send pet parents informational articles from the Veterinary Information Network (VIN) directly in a conversation.
Reporting
Clinic Performance Report
Overview of the Clinic Performance Report: time and money saved, payments activity, and high-level clinic metrics for the last 30 days.
System Health Dashboard
Explains the System Health Dashboard: appointment, automation, SMS, form, terminal, and PIMS write-back health metrics.
Direct Booking
Overview of the Direct Booking report: appointment volume, appointment types, and new vs. existing client booking trends.
Connect Widget Request and Direct Booking Reporting
Overview of Website Widget request and Direct Booking reporting, including booking source and new vs. existing client breakdowns.
Email Campaigns Reporting
Explains Email Campaigns reporting metrics: sent, delivered, opened, clicked, and unsubscribed rates, plus the campaign detail tab.
Service Reminder Reporting
Explains Service Reminder reporting: engagement rates by channel, appointments scheduled, opt-outs, and send timing data.
Post Appointment Survey Reporting
How to read Post Appointment Survey reporting, including CSAT vs NPS scoring and the response detail tab.
Lapsed Pet Parent Dashboard
Explains the Lapsed Pet Parent Dashboard: messages sent, response rates, re-engaged clients, and estimated revenue recovered.
Call History
Overview of the Call History report, showing answered video and phone calls made through Otto with recordings available for download.
Otto AI Memo
How to access AI-generated call summaries and transcriptions for recorded voice calls in Call History reporting.
Monthly Merchant Statement report
Column-by-column explanation of the Monthly Merchant Statement: sales, refunds, disputes, and Care payments processed through Otto Flow.
Otto Flow Payments
Setting up and Accepting Payments
How to set up a Stripe account and accept payments in Flow via terminals, text-to-pay, and virtual payments.
Payment FAQs
Answers common questions about Stripe setup, terminals, refunds, service fees, receipts, and payout timing.
S700 Terminal Setup
Step-by-step setup guide for pairing the Stripe S700 payment terminal with Flow.
WisePos E Terminal Setup
Step-by-step setup guide for connecting the Stripe WisePos E payment terminal to WiFi for use with Flow.
Surcharging Fees
Explains how Surcharging passes credit card processing fees to pet parents across the side panel, terminal, and text-to-pay.
💳 Payments Reporting in Flow
Full breakdown of the Payments report's Transactions, Disbursements, and Disputes tabs, including columns and how to issue refunds.
Payments Reporting - Reconciliation | Refunds | Receipts - with Surcharging
How to reconcile, refund, and read receipts in the Payments Report when Surcharging is enabled.
Payment Writeback Status
Explains every Payment Writeback Status shown in the Payments Report, from Success and Pending to Invalid and Canceled.
Understanding Adjustments and Dispute Transactions in the Payments Report
Explains how refunds and disputes appear as Adjustments in the Payments Report and affect final payout amounts.
Handling Payment Disputes in Flow
Explains what payment disputes are, possible outcomes, and how to find and respond to one in Flow's Disputes tab.
Templated Response for Payments Disputes
Templated response and evidence checklist for winning a general (non-Care) payment dispute in Flow.
Digital Forms in Otto Flow
Editing Forms
How to edit forms, the available question types, supported wildcards, and how form tags link to automations and the Website Widget.
Auto-tags for Forms
How the "Forms requested" and "Form completed" tags work on a conversation card.
Auto-Export Option for Forms
How to turn on automatic writeback to the patient record when a form is submitted, and how it behaves for new clients.
Exporting Conversations or Forms Manually
How to manually export a conversation or a submitted form, including options to include notes and images.
Rename Conversation Exports
How to rename an exported conversation file before it's sent to your PIMS.
Forms FAQ's
Answers common questions about exported form formatting, changing the export owner, website widget forms, templates, and uploading new forms.
Appointment Schedule
Can't send an Otto Email Campaign?
Explains why the Email Campaigns page shows a missing-info banner and how Otto determines a valid campaign recipient.
Otto App and Pet Portal
Otto App and Pet Portal Overview
Tour of the Pet Portal: the home screen to-do list, pet info, conversations, and account notification settings.
How to access the Pet Portal and Otto App
How pet parents access the Pet Portal through the Otto App or the browser-based portal, and how first login works.
Otto App Push Notifications
How Otto App push notifications work and how pet parents and clinics each manage notification preferences.
Tiny URLs in Otto
Explains Tiny URLs: the short, 30-day links Otto sends pet parents for one-click access to their Pet Portal.