SMS Chat FAQ

SMS chat is a great way to reach your clients before they've signed up to PetsApp. Using PetsApp SMS chat is free and easy to use, it slots right into the normal chat flow you're used to. 

Which phone number does the SMS message come from?

Each clinic has a unique phone number, you can find it on the dashboard through the Settings page between the clinic information and magic link sections.

How do I start a new SMS chat?

You can start a chat in the Dashboard in the following way

1. Click on the "Chat" icon in the sidebar
2. At the bottom of the queue there is a button labelled "New chat"
3. Enter in the phone number you want to message
4. Click the button labelled "Start" and you're off!

How do I update the name of a "Guest" chat?

1. Click the button labelled "More" 
2. Click "Update Pet Details"
3. Enter in the updated details and click "Save"

What if the number I want to create a chat with is already on PetsApp?

The dashboard wont create new SMS chats when the owner is already registered with your group but instead give you an option to create a PetsApp chat with them instead.

How much does it cost?

SMS Chat is free!

Can I send images, files, videos, or payment requests?

🇺🇸 🇨🇦 If you are in Canada or USA - yes! You can attach media to chats in the same way you can with PetsApp chats.

Unfortunately MMS (Multimedia Messaging Service) is not currently supported in other regions. Each SMS chat can be continued in the app by tapping on the invite link at the begging of each chat. When the client taps this link it will guide them to download PetsApp where their pet profiles and chats will be waiting for them.

Can I hand-off SMS chats and include hand-off notes?

Yes. Other than the restrictions listed above, SMS chats will appear in the dashboard like normal PetsApp chats. These can be handed-off and hand-off notes can be included!

Is this service compliant with the GDPR?

Yes, contacting pet owners directly via SMS about the care of their pet falls under “legimate interest” category, meaning explicit consent is not required.

How do pet owners who don’t want to receive SMS opt-out?

When you start a new chat, the client will receive a welcome message explaining how to "opt out" of messaging, to make sure the service is compliant with the GDPR.

Why is the SMS chat bubble green?

To help quickly identify an SMS chat in the Dashboard and the App!