How does Vetstoria Web chat work?

Modified on Wed, 17 Jul at 2:29 PM

How does it work for pet owners?

When pet owners log into your website they will be able to chat with your clinic by clicking on the floating button.

Once a pet owner clicks on the floating button, they will be displayed with two options

To book an appointment
Chat with us

Establishing a conversation with the clinic

1. Once a pet owner selects the ‘Chat with Us’ option. The chat widget will display the available communication mediums for the pet owner to choose from: Web Chat, SMS, and WhatsApp.

2. To proceed via web chat, the pet owner must select the respective option, which will prompt a form requiring the pet owner's personal information. This includes providing the full name, selecting the relevant country flag from the drop-down menu to automatically add the country code, and entering the phone number.

3. After accepting the terms and conditions, the PO can click ‘Start Chat’. A greeting message will be displayed, to which the pet parent can reply.

4. When the pet owners sends a message, the conversation will officially be initiated with an email notification being sent to your clinic's email address.

How does it look for clinics?

When a pet owner sends you a message, you can view your chats by logging into your Vetstoria platform and heading on over to chats.

Once the chats have been loaded, the left side will indicate your chats. You will be able to identify and respond to the pet owners by their name and phone number.

All unread chats will be marked by a blue dot on the chat tiles.

Indicators

The medium in which the messages are sent (Web, SMS and WhatsApp) will be distinguished by the icon displayed on the message threads on the left as well as the chat window on the right. Messages incoming via Web are presented with a Computer icon whereas SMS chats reflect a Phone icon.

You can also search for a specific pet owner using the search feature available on top of the chat tiles.

update below

Email notification

An email notification will also be triggered when a pet owner initiates chat.

If you have any questions or if you need further help, please login to Vetstoria to chat with our team or use the Contact Support form linked at the top of this page.