To get started with Lapsed Client Reporting, go to Reporting → Lapsed Pet Parent Dashboard.
💡 If the dashboard is blank, your clinic doesn't have any Lapsed Client Automations active yet. To learn how these automations work, see How Lapsed Client Automations Work. To activate them, reach out to support@otto.vet.
Lapsed Pet Parent Dashboard
The Lapsed Pet Parent Dashboard shows reporting on the Lapsed Client Automations your clinic has running — the messages sent, who responded, and the appointments and revenue those messages drove.
The dashboard covers each lapsed automation you've configured. Most clinics set their inactivity window between 18 and 24 months.
Use the Start Date and End Date filters to pick the period you want to look at.
Each chart has a Detail option (or three-dot menu) for viewing or downloading individual records.
Messages Sent by Automation
💡 What counts as a message? The "Messages Sent" totals reflect automation messages sent to clients (pet parents), not to individual pets. A client with multiple pets receives one message per lapsed automation step, not one per pet.
Once you have selected the filters you want to apply, relevant data will be displayed. Data listed here will show the name of the lapsed client automation that was sent and the number of messages sent for that particular automation.
Messages Sent by Clinic
Next, we will see the “Messages sent by clinic” graph, which will allow you to compare messages sent across clinics if you have more than one clinic selected.
Automation Response Rate and Average Days
The "Automation response rate" chart shows the lapsed client automation type, how many messages were sent, if clients started the automation prompts, if clients finished filling out the automation, and the SMS Response Rate, Email Response Rate, and overall Response Rate — all displayed as percentages.
The “Average days automation sent and appointment” chart shows, on average, how long it takes for a lapsed pet parent to schedule an appointment after receiving the lapsed client automation.
The Response Rate columns reflect which channel a client responded through — not which channel drove the eventual appointment booking. Channel-level booking attribution isn't currently broken out in this dashboard.
Re-Engaged Clients
The “Re-engaged clients” graph shows data for clients who scheduled an appointment after receiving the lapsed client automation.
Money Recouped
The Money Recouped chart shows the estimated revenue your clinic has recovered from clients who scheduled an appointment after receiving a lapsed automation. It's calculated using an industry-average value of $240 per re-engaged client. This is an estimate, not a per-clinic actual — use it as a directional benchmark.
Appointments Scheduled
The “Appointments Scheduled Within 90 Days of Automation” graph shows appointments for clients who have received a lapsed client automation. We are only tracking appointments scheduled within a 90-day window to determine the efficacy of the lapsed-client messages.
Detail tabs: email & phone columns
Each Detail tab in the Lapsed Pet Parent Dashboard now includes email and phone columns alongside the client name. This lets staff follow up directly from the dashboard without bouncing to the client profile first.