Crafting your Initial & Welcome Messages
Before you launch, we recommend you craft your initial and welcome messages.
The initial message is the message that pops up when a client starts a consultation. It is the same message for all providers in a practice location. It’s a great place to set broad expectations for the service, such as availability, expected pricing, or what to do after hours/in emergencies.
This message can be set by a Practice Manager or Administrator.
Here’s an example of a standard Initial Message for a non-24hr/emergency clinic.
"Hello! Welcome to Your Practice’s telemedicine platform. We offer telemedicine consults during our regular business hours. Our office hours are XYZ. Consults cost $X. *Please note that telemedicine consults may not be appropriate for the condition your pet is experiencing. If we feel your pet is best served by an examination in the clinic, we may recommend an office visit. In case of a life threatening emergency, please call the hospital directly at XXX-XXX-XXXX."
The welcome message that pops up after a client starts a consultation. They must agree to it to move forward. Your welcome message is a great place for more specific guidelines: how long they should expect to hear back from you, the kinds of things/questions/cases that are appropriate - pretty much anything you need your client to know prior to the consult. It is customizable at the provider level, so each vet in your practice can set their own expectations.
You can access your welcome message on the right hand corner of your home screen on the web portal or the bottom of your home screen under Resolved Consultations on the mobile platform.
We understand that each vet is different but here is a sample to get you started.
"Hello! Thank you for reaching out. After you submit a consultation request, we will aim to reply with a ONE (1) hour window of time where you can expect a video consultation. If you have time(s) that works better for you, please let us know so we can accommodate you as best as possible. There may be a delay if we are dealing with any emergencies. When it’s time for your consultation, please return to this window and join the video call. Thank you, and I look forward to speaking with you soon."
Feel free to reach out for help creating a personalized welcome message.