Can I message clients through PetPocketbook?
Our messaging platform makes it easy for you to communicate with pet parents about upcoming appointments, discuss schedule changes, and more! Instead of chasing down texts, emails, and Facebook messages, now you’ll have a single conversation thread for each pet family all in your PetPocketbook inbox, so there is no miscommunication or confusion. 🎉
How does it work?
Tap on the Messages tab from your main navigation on the left, then tap create new message or the round coral button at the top right corner to start a conversation.
Next, choose the pet family you want to message by searching for a parent's name or the pet’s name at the top right of the screen. Once you've selected a recipient family, just start typing in the text bar at the bottom of your screen, and hit ENTER to send. You can also start a new line in your message by hitting SHIFT + ENTER. Conversation threads are designed to be centered around families and not individuals. If a family has multiple humans as contacts, both the primary and secondary contact can see and reply to the messages that you send. Likewise, messages from each member of your team are added into the same conversation thread with each family. You can think of this as a group chat between each client family and your team.
Pet parents will get an email notification 3 minutes after the message has been received if it is still unread. When they respond, you'll see a red dot appear over your messages tab icon as well as on the conversation thread that has unread messages after you've opened your inbox. The thread with the most recent message will always be shown at the top, just like texting! To make sure that messages aren't missed, notifications for unread messages are based on each individual human. This means if a staff member read a message, but you haven't, the message would still be shown as unread to you.
Can my staff use this to communicate with pet parents?
Those with senior staff and above permissions will have access to the messages tab, where they can message any client and see all existing conversation threads.
Basic staff can only send messages and access the conversation history of pet families that are on their schedule each day. To do so, they'll need to go to the client's profile from their schedule and follow the “message” action button on the human's profile.
⚠️ Since basic staff do not have access to a messages inbox tab, they'll be relying on email notifications to alert them of new messages. All staff will receive an email notification any time a pet parent sends a message on days when they are scheduled to complete an appointment for that family.
