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How to guides

You can use Paws App block-out periods to temporarily make selected calendars or consult rooms unavailable. This is useful when a room is undergoing renovations or otherwise out of action.

If your practice management system’s calendar is organised by consult rooms, simply apply the block-out within your PMS. Once done, that room will automatically be removed from availability in Paws App.

If you only want a consult room to be available on specific days of the week or during certain hours, this may be better handled using schedules rather than block-outs. We recommend referring to our schedule user guides for step-by-step instructions.

Creating a room block-out

  1. Login to your admin portal
    www.pawsapp.com.au/business > login > click your profile in the top right > admin dashboard
  2. Select “Clinics”
  3. Select the cog on the clinic you wish to set the block-out against.
  4. Under “Staff & Schedules” select “Blockouts”
  5. Select “add”
  6. Give your block-out period a name. For example: “Consult 2 Renos”
  7. Leave Staff as “All staff”
  8. Select the relevant calendar as from the dropdown box
  9. Leave Booking Type as “All booking types”
  10. Set the start and end date for the leave
    Note: if the end date is left blank the block-out rule will be applied indefinitely. This can be edited at a later stage if you’re unaware how long the consult room will be unavailable for
  11. If the leave is just for certain days of the week, then you can set which days the block out should apply to, but if the room is unavailable for the entirety of the block out period, then this section can be left blank
  12. Save

Paws App block-out periods work together with your staff rosters. If you roster specific team members to consult rooms, you can use block-outs to prevent bookings against an individual who is on leave – while keeping the consult room itself open for other available staff.

If there is no staff member available to cover the leave and the consult room will not be in use, simply apply a block out in your practice management system. This will automatically remove the room from availability within Paws App.

Creating a staff block-out:

  1. Login to your admin portal
    www.pawsapp.com.au/business > login > click your profile in the top right > admin dashboard
  2. Select “clinics”
  3. Select the cog on the clinic you wish to set the block out against.
  4. Under “Staff & Schedules” select “Block outs”
  5. Select “add”
  6. Give your block out period a name. For example: “Steve’s Summer Holiday”
  7. Select the relevant staff member from the drop-down list
  8. Leave Calendar as “all calendars”
  9. Leave Booking Type as “all booking types”
  10. Set the start and end date for the leave
    Note: if the end date is left blank the block out rule will be applied indefinitely. This can be edited at a later stage if you’re unaware when the team member may return, for example extended sick leave
  11. If the leave is just for certain days of the week, then you can set which days the block out should apply to, but if the team member is off for the entirety of the block out period, then this section can be left blank
  12. Save

Paws App blockout periods can be used to temporarily disable selected appointment types. For example, if you offer dental check appointments but your dental equipment is unavailable, you can prevent that appointment type from being booked during that period.

If the appointment type is tied to a particular consult room — and that room is also unavailable — simply add a blockout in your practice management system. This will automatically ensure that the appointment type cannot be booked through Paws App.

If you want specific appointment types to only be offered on particular days or at specific times, schedules may be a more suitable solution than blockouts. We recommend reviewing our schedule user guides for more detail.

Creating an appointment-type block-out:

  1. Login to your admin portal
    www.pawsapp.com.au/business > login > click your profile in the top right > admin dashboard
  2. Select “clinics”
  3. Select the cog on the clinic you wish to set the blockout against.
  4. Under “Staff & Schedules” select “Blockouts”
  5. Select “add”
  6. Give your blockout period a name. For example “Dentals Unavailable”
  7. Leave Staff as “all staff”
  8. Leave Calendar as “all calendars”
  9. Select the relevant Booking Type from the drop down list
  10. Set the start and end date for the leave
    Note: if the end date is left blank the blockout rule will be applied indefinitely. This can be edited at a later stage if you’re unaware when the appointment type may be available again, for example equipment repair
  11. If the leave is just for certain days of the week, then you can set which days the block-out should apply to, but if the equipment is unavailable for the entirety of the block-out period, then this section can be left blank. This can be useful if you share equipment between sites.
  12. Save

Set up Booking Management in Paws App

Paws App has the ability to give your pet owners access to manage their booking online whether the booking is originally made online, over the phone or in person.

The booking management process can be configured to allow the pet owner to Modify, Cancel or Confirm their existing bookings, with all changes going directly into your PIMs

To enable the ability to manage bookings:

  1. Login to the admin portal: https://www.www.pawsapp.com.au/Account/Login
  2. Select “Clinic Config” from the navigation bar: Refer (Fig 1) below
  3. Select “Clinics”
  4. Select the settings cog on the clinic you wish to set up.Settings are configurable per clinic. If you have multiple clinics and would like to copy setting changes across them please contact us, support@www.pawsapp.com.au
  5. Under “Clinic” select “Polices”
  6. Within the “booking” group set the applicable settings to yes:
  1. “Allow modify” – this setting can be set to yes if you want to allow your customers to be able to edit an existing appointment.
  2. “Allow cancel” – this setting can be set to yes if you want to allow your customers to be able to cancel an existing appointment.
  3. Allow confirm” – this setting can be set to yes if you want to allow your customers to be able to confirm an existing appointment.

All three options will work for appointments that were created in Paws App as well as those created directly in your practice management system

  1. You will also want to control when these actions can be performed in context of the booking date, this is configured in the same place under the settings:
  2. Notice – Modifying Bookings – this is the number of hours prior to the booking date and time that the pet owner can modify the booking online
  3. Notice – CancellingBookings – this is the number of hours prior to the booking date and time that the pet owner can cancel the booking online

Booking Confirmations (if enabled) can occur any time prior to the booking date/time.

 

Once set up you will need to ensure you have set up Booking Types, Booking Calendars, and your SMS.

Fig 1

or user profile menu:

In order to be able to manage a booking the booking type needs to be enabled in Paws App.

Booking types can be enabled in Paws App via the Clinic Configuration (as above) under “Appointments” select “Types”.

Each Booking type that you want pet owners to be able to manage must have the status of “Show”. You can then control the ability of the pet owner as per:

  1. Create, Edit & View – This gives the pet owner full control over the booking type, they can book, edit, and confirm this booking type via Paws App
  2. Edit & View – This gives the pet owner the ability to edit, and confirm this booking type but not create it online
  3. View Only – This gives the pet owner the ability to confirm this booking type but not create or edit it.

Setting the booking type to “Show” will also mean the booking type can be seen in the Pet Portal

Ensure to enable any appointment type that you will configure in your SMS otherwise a pet owner will get an SMS with a link but will not be able to perform any action against their booking

Booking Calendars

In order to be able to manage a booking the booking calendar needs to be enabled in Paws App.

Booking calendars can be enabled in Paws App via the Clinic Configuration (as above) under “Appointments” select “Calendars”.

Each Booking calendar that you want pet owners to be able to manage must have the status of “Show” or the Pet Portal status of “Show”. You can then control the ability of the pet owner as per:

  1. Show – This enables the calendar/clipboard to be available to book in Paws App
  2. Pet Portal Status Show – This enables the calendar/clipboard to be available in the Pet Portal only 

Ensure to enable any calendar that you will configure in your SMS otherwise a pet owner will get an SMS with a link but will not be able to perform any action against their booking

In order to be able to manage a booking the booking calendar needs to be enabled in Paws App.

Booking calendars can be enabled in Paws App via the Clinic Configuration (as above) under “Appointments” select “Calendars”.

Each Booking calendar that you want pet owners to be able to manage must have the status of “Show” or the Pet Portal status of “Show”. You can then control the ability of the pet owner as per:

  1. Show – This enables the calendar/clipboard to be available to book in Paws App
  2. Pet Portal Status Show – This enables the calendar/clipboard to be available in the Pet Portal only 

Ensure to enable any calendar that you will configure in your SMS otherwise a pet owner will get an SMS with a link but will not be able to perform any action against their booking

  1. Log in to your practice management or messaging provider area to configure your SMS templates.
  2. Add this URL to your template to allow customers to confirm/modify/cancel

Multi Clinic:

https://www.pawsapp.com.au/b?cgid=***Paws App Clinic Group Id***&oid={Client Number}&ad={Appointment Date}

Contact Paws App support for your Paws App Clinic Group Id

Single Clinic:

https://www.pawsapp.com.au/b?cid=***Paws App Clinic Id***&oid={Client Number}&ad={Appointment Date}

Contact Paws App support for your Paws App Clinic Id

Copy and paste doesn’t always work for merge fields, so you may need to manually replace the merge fields of “{client number}” and “{appointment date}” within  your SMS template to suit

 

Please contact your practice management solution or SMS provider if you need assistance accessing or configuring SMS templates and setting up automated rules.

Test the SMS template by creating an appointment for yourself either via Paws App or directly within your practice management system. This will usually need to be sent from the appointment screen.

Sometimes it can be helpful to look up a customer’s record while you’re out of the clinic. Paws App’s client Lookup will allow you to view basic customer and pet information from any device.

An internet connection is required on the device and where the database is held.

  1. Login to the admin portal: https://www.www.pawsapp.com.au/Account/Login
  2. Select “Client Lookup” from the navigation bar:

or user profile menu:

If you have access to multiple clinics, you will first have to select which clinic you are wanting to perform the look up against. Paws App will show a list of clients with appointments on todays date for easily accessing the recent client list. Alternatively you can search for a record:

  1. Enter the customer’s details within the search bar. A search can be performed based on a customer’s name, pets name, contact details or PIM assigned customer ID.

After you have found the customer record you will have access to the customer’s details such as contact information and a list of active pets along with a reminder status indicator:

You will also have access to the customer timeline, either including all pets or restricted to a selected pet. This timeline consists of the following information:

  1. Upcoming appointment list for all pets.
  2. List of generated documents
  3. Upcoming and overdue reminders for all pets.
  4. Communication records.
  5. List of previous visits

You now have live access to a range of live Paws App statistics.

Please note, this is version 1 and only contains basic text. We will be adding graphs and additional statistics in future releases. Data prior to the 17th March 2023 will not be available in the statistics board.

  1. Login to the admin portal: https://www.www.pawsapp.com.au/Account/Login
  2. The Paws App statistics screen is the new home screen of your clinic admin portal so will show immediately. (If you do not have an admin user, please register on our website).
  3. You will be able to view statistics for all clinics linked to your clinic admin account for today, the last 7 days and the last 30 days.

All headings will show stats based on the time period chosen in the top right corner and are broken down per clinic.

Under “Bookings” you will be able to view:

  1. Created – A count of online bookings created through Paws App in the chosen period.
  2. Confirmed – A count of appointments that have been confirmed through Paws App, regardless of where they were originally created, for the chosen period. (Appointments manually confirmed in your PIM will not count in this statistic.)
  3. Updated – A count of appointments that have been modified through Paws App, regardless of where they were originally created, for the chosen period. Appointments manually modified in your PIM will not count in this statistic.
  4. Cancelled – A count of appointments that have been cancelled through Paws App, regardless of where they were originally created, for the chosen period. Appointments manually cancelled in your PIM will not count in this statistic.

All headings will show stats based on the time period chosen in the top right corner and are broken down per clinic.

Under “Clients” you will be able to view:

  1. Viewed – A count of customers who have connected to Paws App today and retrieved their Client details, this could be via a Booking, the Pet Portal or Customer Registration, in the chosen period. (Each Customer will only be recorded once per day even if they access their data multiple times.)
  2. Created – A count of new customers that have been created through one of Paws App’s customer registration workflows in the chosen period. (Please see our Customer Registration user guides for more information)
  3. Updated – A count of customers that have modified their details through Paws App, in the chosen period.

All headings will show stats based on the time period chosen in the top right corner and are broken down per clinic.

Under “Pets” you will be able to view:

  1. Created – A count of new pets that have been created through one of Paws App’s registration workflows in the chosen period. (Please see our Customer Registration user guides for more information)
  2. Updated – A count of pets whose details have been modified through Paws App in the chosen period.

All headings will show stats based on the time period chosen in the top right corner and are broken down per clinic.

Under “Pet Reminders” you will be able to view:

  1. Updated – A count of pet reminders that have been modified through Paws App’s in the chosen period. (Please see our Reminder Edit user guides for more information)

Signing Up

Resetting Passwords

Logging In

With a simple QR code or SMS template you will be able to replace your old paper or tablet based customer registration process with a smooth, digital workflow.

 

Customers can scan a QR code on their mobile in the clinic or receive a link via SMS to complete their registration on their own mobile device. This information will then create or update a client record within your practice management system.

Our two scenarios work for

  1. New customers with no client record in your PIMs
  2. New customers who have an incomplete/skeleton client record in your PIMs
  1. Login to the admin portal https://www.www.pawsapp.com.au/Account/Login
  2. Select “Clinic Config” from the navigation bar: (Refer Fig. 2 below)
  3. Select “Clinics”
  4. Select the settings cog on the clinic you wish to set up.
  5. Under “Clinic” select “Polices”
  6. Within the “portal” groups set the applicable settings to yes:
    1. Portal – Client > “Allow Create” – this setting can be set to yes if you want to allow your customers to be able to create a new client in your PIMs
    2. Portal – Pet> “Allow Create” – this setting can be set to yes if you want to allow your customers to be able to create a new pet in your PIMs
  7. Additionally under the “registration” group set the applicable settings to yes:
  8. “Allow Search” – this setting can be set to yes if you want to allow your customers to search for their skeleton record and complete their profile
  9. “Send Register Link” – this setting can be set to yes if you want Paws App to supply the Customer Registration link to pet owners as part of the booking confirmation email when they have created their record as part of a booking (see customer registration booking workflow).
  10. You will then want to configure which fields you want to capture in the customer registration flow within “Clinic” select “Data Capture”
 
Fig 2.

To personalise the registration process for your clinic, we have the ability to pull through and update additional fields from your PIMs. This is done in Clinic Configuration (as above) under “Clinic” select “Data Capture”

Activate any additional fields that you would like to be available to your customers. See below for more information on status and applies to.

Status & Applies To go hand in hand. When setting a status, you then need to specify what customer set it applies to.

Status

  1. Off – this field will not be available
  2. Optional – the field will be optional based on the below “applies to” setting. It will not be available to customers who do not fit the applicable “applies to” setting.
  3. Mandatory – the field will be mandatory based on the below “applies to” setting. It will not be available to customers who do not fit the applicable “applies to” setting.

Applies To:

Booking Group

  1. “New Only” will only apply if we have identified a new customer, by them selecting “no” to “have you been here before”
  2. “New & Unknown” as described above plus customers who do not answer “Have you been here before?”

Pet Portal Group

  1. “Create Only” fields will only be available during customer or pet registration workflows. They will not be visible in the Pet Portal making them great for capturing one-time new customer information such as “how did you hear about us” style questions.
  2. “View Only” will allow existing customers to view information but it will not be available during a customer or pet registration workflow, nor will it be possible for existing customers to edit through the Pet Portal.
  3. “View & Create Only” allows fields to be available to set or edit during the new customer or pet registration workflows and will be available for existing customers to view through the Pet Portal.
  4. “View, Create & Edit” gives all customers the ability to view, set (create) or edit the selected field in both new customer/pet registration workflows or through the Pet Portal.

This method is used when a customer comes into the clinic and has no record in the PIMs at all.

The customer accesses the following URL to register their details

Multi Clinic:

https://www.pawsapp.com.au/r?cgid=***Paws App Clinic Group Id***&cid=***Paws App Clinic Id***

Contact Paws App support for your Paws App Clinic Group Id and Paws App Clinic Id

Single Clinic:

https://www.pawsapp.com.au/r?cid=***Paws App Clinic Id***

Contact Paws App support for your Paws App Clinic Group Id and Paws App Clinic Id

Once you have these URLs we recommend converting them into a QR code that can be placed on the counter or posted somewhere in the waiting room area so the team can direct new customers to it.

This method is used when a new customer makes an appointment in person or over the phone, a skeleton/basic client record is created in the PIMs to add the appointment against but you want to get the client to complete the rest of their record.

This workflow can be triggered and configured as follows:

  1. An SMS from the clinic confirming the appointment and requesting the client completes their profile
  2. To do this simply add the following URL to your SMS to the client:

 

Multi Clinic:

https://www.pawsapp.com.au/r?cgid=***Paws App Clinic Group Id***&cid=***Paws App Clinic Id***&oid={Client Number}

Contact Paws App support for your Paws App Clinic Group Id and Paws App Clinic Id

Single Clinic:

https://www.pawsapp.com.au/r?cid=***Paws App Clinic Id***&oid={Client Number}

Copy and paste doesn’t always work for merge fields, so you may need to manually replace the merge fields of “{client number}” and “{appointment date}” within  your SMS template to suit

  1. An email from Paws App following the creation of an appointment and a skeleton client record
  2. This can be turned on in the Paws App settings (as above).
  3. When a new client comes into clinic for their appointment
  4. To do this you will need to get the client to search for their record and therefore must have their mobile number associated with their skeleton record. With the mobile number on the record simply get the pet owner to go to the following URL and search for their record:

Multi Clinic:

https://www.pawsapp.com.au/r?cgid=***Paws App Clinic Group Id***&cid=***Paws App Clinic Id***&ct=Search&oid={Client Number}

Contact Paws App support for your Paws App Clinic Group Id and Paws App Clinic Id

Single Clinic:

https://www.pawsapp.com.au/r?cid=***Paws App Clinic Id***&ct=Search&oid={Client Number}

Please contact your practice management solution or SMS provider if you need assistance accessing or configuring SMS templates and setting up automated rules.

The additional registration questions can pull from additional customer or pet fields within your PIMs.

To be considered a new customer, the pet parent must select “no” to the first booking question of “Have you been here before?”.

To enable the Paws App customer registration workflows you will need to enable the settings. To do this:

    1. Login to the admin portal: https://www.www.pawsapp.com.au/Account/Login
    2. Select “Clinic Config” from the navigation bar: Please refer Fig.3 below
    3. Select “Clinics”
    4. Select the settings cog on the clinic you wish to set up. Settings are configurable per clinic. If you have multiple clinics and would like to copy setting changes across them please contact us, support@www.pawsapp.com.au
    5. Under “Clinic” select “Policies”
    6. Within the “booking” groups set the applicable settings to yes:
      1. “Allow Clients to be Created” – this setting can be set to yes if you want to allow your customers to be able to create a new client in your PIMs
      2. “Allow Pets to be Created” – this setting can be set to yes if you want to allow your customers to be able to create a new pet in your PIMs
    7. Additionally under the “registration” group set the applicable settings to yes:
      1. “Allow Search” – this setting can be set to yes if you want to allow your customers to search for their skeleton record and complete their profile
      2. “Send Register Link” – this setting can be set to yes if you want Paws App to supply the Customer Registration link to pet owners as part of the booking confirmation email when they have created their record as part of a booking (see customer registration booking workflow).
  1. You will then want to configure which fields you want to capture in the customer registration flow within “Clinic” select “Data Capture”

Read Data Capture for more information.

Fig. 3

or user profile menu:

To personalise the registration process for your clinic, we have the ability to pull through and update additional fields from your PIMs. This is done in Clinic Configuration (as above) under “Clinic” select “Data Capture”

Activate any additional fields that you would like to be available to your customers. See below for more information on status and applies to.

Status & Applies To go hand in hand. When setting a status, you then need to specify what customer set it applies to.

Status

  1. Off – this field will not be available
  2. Optional – the field will be optional based on the below “applies to” setting. It will not be available to customers who do not fit the applicable “applies to” setting.
  3. Mandatory – the field will be mandatory based on the below “applies to” setting. It will not be available to customers who do not fit the applicable “applies to” setting.

 

Applies To:

Booking Group

  1. “New Only” will only apply if we have identified a new customer, by them selecting “no” to “have you been here before”
  2. “New & Unknown” as described above plus customers who do not answer “Have you been here before?”

Pet Portal Group

  1. “Create Only” fields will only be available during customer or pet registration workflows. They will not be visible in the Pet Portal making them great for capturing one-time new customer information such as “how did you hear about us” style questions.
  2. “View Only” will allow existing customers to view information but it will not be available during a customer or pet registration workflow, nor will it be possible for existing customers to edit through the Pet Portal.
  3. “View & Create Only” allows fields to be available to set or edit during the new customer or pet registration workflows and will be available for existing customers to view through the Pet Portal.
  4. “View, Create & Edit” gives all customers the ability to view, set (create) or edit the selected field in both new customer/pet registration workflows or through the Pet Portal.

Paws App functionality is fully integrated with ezyVet practice management system.

Connecting via ezyVet’s API’s, Paws App can securely retrieve existing client and patient information to create a smoother online booking experience. Using mobile verification, Paws App can identify client records within ezyVet, retrieve pet names and post bookings against the correct client and patient files.

New client and patient files can be created throughout the booking workflow, collecting all the required information and instantly creating a new client/patient file within ezyVet.

This same mobile verification also allows customers to access Paws App’s Pet Portal, where they can view and update their personal information, view and add new pets and view, modify or cancel their upcoming appointments; including appointments that were created in clinic.

Online Booking – Fast and efficient online booking that has been designed with both the needs of clinics and pet parents in mind.

Pet Portal – Pet parents can safely update their personal information, add new pets and view upcoming appointments directly in the pet portal.

Booking Management – Gives pet parents the ability to confirm, modify or cancel their appointments online, regardless of how the appointment was originally created.

Customer Registration – New customers can register their details on their own mobile and have this create/update their client profile within ezyVet instantly.

Requests – An additional means for pet parents to engage with their veterinary clinic when they require a prescription refill or other products.

  • Secure mobile verification allows Paws App to match to existing customer records, saving pet parents time and reducing admin in clinic.
  • New client creation, as part of the online booking workflow or customer registration forms, provides a smoother experience for pet parents, improves data accuracy and reduces admin in clinic.
  • Paws Apps pet portal gives pet parents more self-service capabilities.
  • Local support, when you need it.
  • Onboarding experts. Paws App take care of all the heavy lifting, as we know how busy clinic life can be, and will happily make recommendations or configure to suit each clinics needs.

General – 1300 303 729 – support@www.pawsapp.com.au

Elissa Roberts – 0447 283 882 – elissa@www.pawsapp.com.au

Adrienne Tovey – 0403 084 155 – adrienne@www.pawsapp.com.au

Overview

The Paws App & ezyVet integration provides a simple and smooth user experience between the two systems.

Paws App provides a user-friendly interface for making online bookings, viewing and managing upcoming appointments and registering and maintaining customer records.

This is achieved through the following

  • Directing pet owners to the various Paws App flows either via the clinic’s website or directly to Paws App. User flows:
  • Online Booking – when a pet owner is directed to create a booking from an outgoing communication it is optionally done in the context of that customer’s ezyVet profile. Once in Paws App, Paws App will request the pet owners’ registered animals from ezyVet or provide a form for them to be filled out. The pet owner will then select the pet(s) they wish to book in and what for, Paws App will then request the available times from ezyVet. The pet owner will select a time and Paws App will create the pet owners booking.
  • Booking Management – when a pet owner is directed to manage their booking(s) from an outgoing communication it is done in the context of that customer booking(s) in ezyVet. Once in Paws App, Paws App will request the pet owners booking(s) from ezyVet. The pet owner will then be shown their booking(s) information along with any of the following actions depending on what can be done on that booking(s):
  • Confirm
  • Modify
  • Cancel
  • Digital Registration – when a pet owner is directed to either register as a new customer or update their details, Paws App will show them a new customer form to complete (optionally pre-populated based on information already recorded in ezyVet). On completion of the form Paws App will then either create or update the client and pet records within ezyVet.
  • Pet Portal – when a pet owner is directed to the Pet Portal from an outgoing communication it is optionally done in the context of that customer’s ezyVet profile. Once in Paws App, Paws App will authenticate the pet owner via their mobile number. Once authenticated Paws App will request the pet owner, pet owners pets and upcoming appointment information from ezyVet. The pet owner will then be able to edit any of their available details, update their pets, register new pets or manage any existing bookings.

 

Regions

The integration will be available in:  

  • New Zealand
  • Australia

 

Glossary

This section provides the definition of acronyms and terms that may not be familiar with the reader of this specification

  • ezyVet: A cloud-based software as a service veterinarian practice management solution.
  • Paws App: A cloud-based software that allows for a user-friendly appointment booking experience.

2. Integration in Action

This section provides a brief overview of the Paws App and ezyVet integration in practice.  

Pets & Booking Type
  • Navigate to the online booking page and answer whether the pet owner has been into the clinic before, this allows Paws App to determine whether we are creating a booking for a new client or an existing one:

A screenshot of a web page AI-generated content may be incorrect., Picture

  • Existing Client – Paws App allows the pet owner to search for their ezyVet profile via an authenticated mobile phone number:

A screenshot of a phone AI-generated content may be incorrect., Picture

On successfully authenticating their mobile phone number Paws App will retrieve the customers profile from ezyVet and return a list of pets for the pet owner to be able to book in:

Picture 1, Picture

The pet owner can select each pet they want to book in or select ‘New Pet’ to book in a pet that has not been seen before. For any new pet added on an existing client, Paws App will create the pet record in ezyVet as part of the booking process.

If the record cannot be found the booking can still be complete but the pet owner will be asked to enter all their information:

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  • New Client – Paws App allows the pet owner to create a booking as a new customer, when booking as a new customer the pet owner will enter all of their information which Paws App will then use to create a new client and pet(s) records in ezyVet, as part of the booking process.

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Time & Date
  • Once the Pets and Booking Type have been set, Paws App will show all the available times from ezyVet that will support the booking(s) based on Paws App Schedules, Rosters and ezyVet Planning Guides:

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  • The pet owner can choose a specific vet if enabled which will apply the vet’s roster and show only their availability.
 

Owner Details

  • Once a time and date has been selected the pet owner will be asked to enter or confirm their details:
  • Existing Client – Paws App will show an obfuscated version of the customers email and mobile, either from their profile in ezyVet or from their last booking in Paws App if they have used the booking platform before. The Pet Owner can update their details which will then be used for this booking (changes to the details will not be written back into ezyVet):

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  • New Client – Paws App will ask the pet owner to enter the required information which will then be used to create the client record in ezyVet (Paws App will perform a search within ezyVet on the entered email and mobile to confirm there isn’t already an existing client to ensure duplicate clients are not created):

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Confirmation
  • Once the Pets & Type, Time & Date and Owner Details have been complete Paws App will create the booking in ezyVet:
  • Existing Client – For bookings against existing clients the booking will be created in ezyVet against the client & pet record (if this is a new pet the pet record will be added in ezyVet):

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  • New Client – For bookings for new clients both the client and pet(s) records will be created in ezyVet and the booking(s) created against those.
  • Unknown Clients – For bookings where the customer has indicated they are existing but no record can be found the booking will be made as an ‘Unknown Client’ booking. A specific booking type will be set up in ezyVet for these to make it easier to identify. All of the owner and pet information will be within the notes of the booking:

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  • The pet owner will be shown confirmation of their booking in Paws App and will receive an email confirmation from Paws App regarding the booking including a link to make changes later:

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Paws App booking management workflow can be built into your current booking confirmation process allowing pet owners to confirm or make changes online using a pre-set booking management URL. This will be set up within the ezyVet SMS templates as part of onboarding. Once set up the URL will be sent to the pet owner as part of their SMS:

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On clicking the link, Paws App will retrieve all bookings for this client on that date and provide a screen for the pet owner to manage their booking:

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Navigate to the customer registration screen either from an outgoing communication, clinic website or via a QR code.

 

  • Existing Client – Paws App allows the pet owner to search for their ezyVet profile via an authenticated mobile phone number:

 

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On successfully authenticating their mobile phone number Paws App will retrieve the customers profile from ezyVet and return the stored details for the pet owner to validate / fill in the blanks:

 

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  • New Client – For new clients Paws App will show a blank registration form to be completed by the pet owner:

 

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On completion Paws App will either update the existing ezyVet profile or create a new one for new customers, using all the data the pet owner has entered.

Navigate to the pet portal screen either from an outgoing communication, clinic website or via a QR code.

Paws App allows requires the pet owner to authenticate their mobile phone number before returning any data from ezyVet:

 

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On successfully authenticating their mobile phone number Paws App will retrieve the customers profile from ezyVet and return the client, pet(s) and upcoming appointment information:

My Details:

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Pets:

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Upcoming:

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This section details how to configure the Paws App and ezyVet integration.

The following outlines the steps required to get your ezyVet Partner API credentials.  

  • Log into ezyVet with relevant admin privileges.
  • Click on the ‘Admin’ tab.  

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  • Use the drop-down box on the left of the screen and select Integration.

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  • In the Integration Search Box type and select “API Partner”

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  • Select Paws App from the Partner drop down box and then click ‘Save’

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  • Underneath ezyCAB Availability click ‘Connect’ to ‘Connect to the new availability service.

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  • Underneath ‘Scopes’ click ‘Select All’ and then Click ‘Save’

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  • Click ‘Download Credentials’. Your browser will then download a file named credentialsapi.txt.

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The following section details how to send your ezyVet API credentials to the Paws App team.  

Upload the credentialsapi.txt file to the following secure location:

https://www.dropbox.com/request/dcilI83h6iSzRLkbKFST   

If you no longer wish to use the integration, it can be disabled by following the below instructions.

  • Log into ezyVet with relevant admin privileges
  • Click on the ‘Admin’ tab  

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  • Use the drop-down box on the left of the screen and select Integration

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  • Use the search bar on the left-hand side of the screen to search for the Paws App integration

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  • Select the integration and look on the right-hand side of the screen for the DISABLE button.
  • Select DISABLE

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  • A Pop-up will appear where you can confirm the disable by selecting DISABLE again

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The following section provides a high-level overview on how the Paws App and ezyVet systems communicate with each other.  

Online Booking

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Booking Management

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Customer Registration

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Pet Portal

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The requests and responses shown above are performed by authenticated HTTP Request and Response messages that are common on the internet. The request message contains the details of what Paws App is requesting and the response message is the data.

Further detail can be provided by contacting Technical Support.

If you are unable to rectify the issue you’re experiencing using the troubleshooting steps above, you can reach Paws App technical support using the details below.

Paws App Support

+61 1300 303 729

support@www.pawsapp.com.au 

Paws App Smart Symptom triage is a great feature that allows you to trigger certain actions in the Paws App booking workflow when certain symptoms are identified in the ‘Reason For Visit’. These symptoms will also then be used to populate the reason in the PIMs.

Pet symptoms are configurable to allow you to add symptoms that may be more relevant for your clinic’s demographic.

It can be helpful to use a combination of technical and non-technical words. For example, most pet parents won’t use “urinating” but will use “not weeing”.

Adding New Symptoms

    1. Login to the admin portal: https://www.www.pawsapp.com.au/Account/Login
    2. Select “Clinic Config” from the navigation bar: Please refer Fig. 4
    3. Select “Clinics”
    4. Select the settings cog on the clinic you wish to add symptoms to. Pet Symptoms are configurable per clinic. If you have multiple clinics and would like to copy pet symptom changes across them please contact us, support@www.pawsapp.com.au
    5. Under “Appointments” select “Pet Symptoms”
    6. Select “Add”.
    7. Under “Symptom” enter a display name. This is how the symptom will be visible to pet parents.

    Fig. 4

    or user profile menu:

Not all symptoms have to have actions. You may wish to have a symptom without actions if you just want to be aware of the symptom as part of the booking workflow or to be able to report on common symptom.

 

If you would like to configure actions for symptoms, Paws App has three different actions available:

  1. Extension – extends the default booking time out when this symptom is identified, this is done by silently updating the booking type in the booking workflow.
  2. Emergency Dialogue – pops up an emergency warning message suggesting the pet parent calls the clinic instead but does allow the pet parent to proceed with the online booking if they wish. The Emergency Dialogue message can be customised in the ‘Polices’ section, and the emergency phone number in ‘Clinic Details’
  3. Information Dialogue – pops up with an informational box for pet owner, such as a request to bring a sample
  1. Add a symptom (as per above) or chose a symptom to edit by clicking the edit icon
  2. Enter “Display Notes” if you would like this keyword to have additional information to be shown to the pet owner. The notes will only displayed on actions that bring up a dialogue, i.e. Emergency or Informational
  3. Under “Actions” select “Add” Symptoms can have multiple actions
  4. Complete species, booking type, gender and desexed status as applicable
    1. Species allows you to filter actions to just the chosen species
    2. Booking type allows you to filter actions to just appointments made under the chosen booking type
    3. Gender allows you to filter actions to just the chosen gender
    4. Desexed status allows you to filter actions to just desexed/intact pets
  5. Select “Action Type” (as per above)
  6. Save

Keyword: “Vomiting”, “being sick”, “throwing up”

These sorts of symptoms work well with an emergency dialogue for all species.



Keywords: “urinating”, “not weeing”, “not peeing”

Reminders can be grouped together in categories to provide an easy-to-understand view for Pet Parents in the Pet Portal.

This is great when you have multiple vaccination reminders configured in your PIM but ultimately your customers just need to know when their pet is due for their next treatment.

Configure Categories

Select which reminders you would like to group together in a category.

  1. Login to your admin portal
    www.pawsapp.com.au > login
  2. Select “Clinic Config”
  3. Select “Clinics”
  4. Select the cog on the clinic you wish to configure.
  5. Go to “Reminders”
  6. Click the edit pencil on a reminder you would like to categorise and enter a category name.

Please note, once reminders have been categorised, pet parents will see the category name not the individual reminder name. For example, they may see “vaccination” instead of “C3 vaccination” and “kennel cough vaccination”.

We often see that Pet Parents may shop around for preventative care products, and so reminders due dates can become inaccurate within your PIM.

Follow these instructions if you would like to allow your customers some self-service capabilities over their product reminder dates.

Allow Reminder Due Dates To Be Edited

  1. Login to your admin portal
  2. www.pawsapp.com.au > login
  3. Select “Clinic Config”
  4. Select “Clinics”
  5. Select the cog on the clinic you wish to configure.
  6. Go to “Policies”
  7. Within the “Portal – Reminder” policy group, set both “Allow View” and “Allow Modify” to yes.

Configure Reminders

  1. Login to your admin portal
  2. www.pawsapp.com.au > login
  3. Select “Clinic Config”
  4. Select “Clinics”
  5. Select the cog on the clinic you wish to configure.
  6. Go to “Reminders”
  7. Update the “Ability” of the reminders you would like to be editable to “Edit & View”.
 

By default, Paws App is set to not allow customers to edit reminder due dates. If you would like to turn this feature on you will need to first activate the ability and then configure individual reminders.

 

Select which reminders you would like customers to have the ability to edit reminder due dates for.

Please note, you can set a customer friendly reminder name by clicking the edit pencil and entering a “Display Name”.

We often see that Pet Parents may shop around for preventative care products, and so reminders due dates can become inaccurate within your PIM.

Follow these instructions if you would like to allow your customers some self-service capabilities over their product reminder dates.

Allow Reminder Due Dates To Be Edited

By default, Paws App is set to not allow customers to edit reminder due dates. If you would like to turn this feature on you will need to first activate the ability and then configure individual reminders.

  1. Login to your admin portal
    www.pawsapp.com.au > login
  2. Select “Clinic Config”
  3. Select “Clinics”
  4. Select the cog on the clinic you wish to configure.
  5. Go to “Policies”
  6. Within the “Portal – Reminder” policy group, set both “Allow View” and “Allow Modify” to yes.

Select which reminders you would like customers to have the ability to edit reminder due dates for.

  1. Login to your admin portal
    www.pawsapp.com.au > login
  2. Select “Clinic Config”
  3. Select “Clinics”
  4. Select the cog on the clinic you wish to configure.
  5. Go to “Reminders”
  6. Update the “Ability” of the reminders you would like to be editable to “Edit & View”.

Please note, you can set a customer friendly reminder name by clicking the edit pencil and entering a “Display Name”.

Matched Customer
 
Known Customer
 
New Customer
Unmatch Customer

Paws App can prevent pre-designated pet parents from being able to book online or access their Pet Portal.

Restricting a pet owner
  1. Login to the admin portal: https://www.www.pawsapp.com.au/Account/Login
  2. Select “Clinic Config” from the navigation bar or “Clinic Configuration” in the user profile menu.
  3. Select “Clinics”
  4. Select the settings cog on the clinic you wish to add the user restriction to.
    User Restrictions are configurable per clinic. If you have multiple clinics and would like to copy user restriction changes across them please contact us, support@www.pawsapp.com.au
  5. Under “Other” select “Pet User Restrictions”
  6. Select “Add”.
  7. Select a Feature Type, or use All to restrict the user from all functionality
  8. Enter the user’s Phone Number or Email address to restrict.
    You will need to enter a restriction on all contact types for a user to ensure they are blocked

How the User Restriction will be display

When a user attempts to use a Paws App function with a restricted contact method they will be prevented from completing the action and asked to contact the clinic:

It’s easy to add a new pet to your account with Paws App. What makes it even better is your new pets details will be available immediately to your clinic in their practice management system.
Adding a new pet through the Pet Portal
  1. Go to www.pawsapp.com.au and click “log in” from the top right corner.
  2. Enter your email address or mobile number and password or click “sign up” if you don’t have an account already.
  1. If you haven’t booked with a clinic through Paws App before you will have to select a preferred clinic.
  1. Click “Pet Portal” from the top right corner.
  2. Click “Pets” and click “add”
  3. Enter your pets information and click “save”
Adding a new pet while making a booking

Go to [INSERT URL] for instructions on making a booking.

There are 3 ways to make a booking with your veterinary clinic through Paws App: From a reminder message, as a new client through the website or as an existing client through the website.

 

Make a booking from a reminder
  1. Click on the link you receive from your clinic via text message or email.
  2. Select the booking type from the dropdown list.
  3. Select which pet you are making a booking for – You can select multiple pets.
  1. If you have a new pet and they aren’t showing in this list, you can click “Add Pet” and enter their details.
  1. Enter the reason for your visit. Some key words or phrases may show, you can select these or continue typing.
  2. Press “Continue”.
  3. If your clinic has this option available, you may be able to select your preferred vet from the list to see their availability, otherwise pick a time from the list. You can click the sideways arrows to jump forward a week at a time and scroll down for later availability.
  1. If your clinic is part of a group and you can’t find a suitable time at your usual clinic, you can click “View other locations” to see availability at another branch.
  1. Press “Continue”. Your booking is now complete, you will receive an email with confirmation and a calendar link.

 

New customer making a booking
  1. Click the “book online” button on your clinic’s website or search for your clinic by name or location on Pawsapp.com.au.
  2. Select “No” to “have you been to the clinic before?”
  3. Select the booking type from the dropdown list.
  4. Enter your pets information.
  1. You can click “Add Pet” if you need to make an appointment for more than 1 animal.
  1. Enter the reason for your visit. Some key words or phrases may show, you can select these or continue typing.
  2. Press “Continue”.
  3. If your clinic has this option available, you may be able to select your preferred vet from the list to see their availability, otherwise pick a time from the list. You can click the sideways arrows to jump forward a week at a time and scroll down for later availability.
  1. If your clinic is part of a group and you can’t find a suitable time at your usual clinic, you can click “View other locations” to see availability at another branch.
  1. Press “Continue”.
  2. Enter your information. A verification SMS will be sent to the mobile number you provide. Enter the code to continue.
  3. Your booking is now complete, you will receive an email with confirmation and a calendar link.

 

Existing customer making a booking
  1. Click the “book online” button on your clinic’s website or search for your clinic by name or location on Pawsapp.com.au.
  2. Select “Yes” to “have you been to the clinic before?” and enter your mobile number. A verification SMS will be sent to the mobile number you provide. Enter the code to continue.
  3. Select the booking type from the dropdown list.
  4. Select which pet you are making a booking for – You can select multiple pets.
  1. If you have a new pet and they aren’t showing in this list, you can click “Add Pet” and enter their details.
  1. Enter the reason for your visit. Some key words or phrases may show, you can select these or continue typing.
  2. Press “Continue”.
  3. If your clinic has this option available, you may be able to select your preferred vet from the list to see their availability, otherwise pick a time from the list. You can click the sideways arrows to jump forward a week at a time and scroll down for later availability.
  1. If your clinic is part of a group and you can’t find a suitable time at your usual clinic, you can click “View other locations” to see availability at another branch.
  1. Press “Continue”. Your booking is now complete, you will receive an email with confirmation and a calendar link.

Paws App Accounts

 

Signing Up
Resetting Passwords
Logging In

 

 

 

Updating your Details

Adding New Pets

Go to [INSERT URL] for instructions on adding new pets.

Logging In
Select Country
AUSTRALIA
NEW ZEALAND
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