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Overview

Practice Settings allow Practice Managers to configure practice-wide defaults, business information, and operational preferences. These settings apply across both the iOS mobile app and web application.
Only users with the Practice Manager role can modify practice settings. Changes are logged in the audit trail.

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Practice Profile

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Basic Information

Configure your practice’s core details visible to clients and in communications. Configurable Fields:
SettingDescriptionExample
Practice NameOfficial business name”Paw & Care Veterinary Clinic”
AddressPhysical location”123 Main Street, Suite 100”
City, State, ZIPMailing address components”Portland, OR 97201”
Phone NumberMain clinic line”(555) 123-4567”
EmailGeneral inquiries email”[email protected]”
WebsitePractice website URL”https://pawandcare.vet”
Tax IDFor billing and invoicing”XX-XXXXXXX”
1

Access Practice Settings

From the web application, navigate to Settings → Practice Profile
2

Edit Information

Click Edit next to any field to modify. Changes save automatically.
3

Verify Updates

Changes appear immediately in:
  • Appointment confirmations
  • Email communications
  • Invoice headers
  • Mobile app contact information

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Business Hours

Define when your practice is open for appointments and AI call handling. Default Schedule:
DayHoursStatus
Monday8:00 AM - 6:00 PMOpen
Tuesday8:00 AM - 6:00 PMOpen
Wednesday8:00 AM - 6:00 PMOpen
Thursday8:00 AM - 6:00 PMOpen
Friday8:00 AM - 6:00 PMOpen
Saturday9:00 AM - 2:00 PMOpen
SundayClosedClosed
Special Hours:
  • Set holiday closures
  • Block specific dates for staff training
  • Configure emergency hours (after-hours messaging)
The AI voice assistant uses these hours to determine when to offer same-day appointments vs. next-day booking.

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Branding & Appearance

Logo Upload

Upload your practice logo (PNG or JPG, max 2MB). Appears on invoices, emails, and the client-facing appointment portal.
Brand Colors:
  • Primary Color: Main brand color (used in mobile app theme)
  • Accent Color: Secondary highlights
  • Logo Background: Light or dark preference for email headers

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SOAP Templates

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Built-in Templates

Paw & Care includes professionally designed templates for common veterinary scenarios:
Best for: General wellness exams, routine checkupsSections:
  • Subjective: Owner observations and chief complaint
  • Objective: Physical exam findings, vitals, diagnostics
  • Assessment: Diagnosis and differential diagnoses
  • Plan: Treatment plan, medications, follow-up
Detail Level: Concise or Detailed
Best for: Specialist consultations, complex casesAdditional Fields:
  • Referral source
  • Specialty discipline
  • Advanced diagnostic findings
  • Specialist recommendations
  • Communication with referring vet
Best for: Dental cleanings, extractions, oral surgerySpecialized Sections:
  • Pre-anesthetic examination
  • Dental chart (tooth-by-tooth assessment)
  • Scaling and polishing notes
  • Extractions performed
  • Post-operative instructions
Best for: Surgical proceduresIncludes:
  • Pre-operative assessment
  • Anesthesia protocol
  • Surgical procedure details
  • Complications encountered
  • Post-operative monitoring
  • Discharge instructions
Best for: X-ray readingsFields:
  • Views obtained
  • Technical quality
  • Radiographic findings
  • Interpretation
  • Recommendations
Best for: Phone consultations, follow-up callsQuick Format:
  • Reason for call
  • Information provided
  • Owner questions answered
  • Recommendations given
  • Follow-up needed (Y/N)
Best for: Technician-only visits (nail trims, vaccinations)Simplified:
  • Services performed
  • Vaccines administered
  • Weight and vitals
  • Behavior notes
  • Next visit recommendations

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Creating Custom Templates

Build templates tailored to your practice’s workflow:
1

Navigate to Templates

Settings → Templates → Create New Template
2

Configure Template Basics

Template Configuration
Name: "Ophthalmology Exam"
Type: Custom
Detail Level: Detailed
Default for Appointment Type: Specialty
3

Add Custom Sections

Create sections with custom fields:
  • Section Name: “Ophthalmic Examination”
  • Fields:
    • Ocular History (textarea)
    • Menace Response (select: Present/Absent)
    • Pupillary Light Reflex (select: Normal/Abnormal)
    • Schirmer Tear Test (number with unit: mm/min)
    • Intraocular Pressure (number with unit: mmHg)
    • Fluorescein Stain (select: Positive/Negative)
4

Set Field Types

Available field types:
  • Text: Short text input
  • Textarea: Multi-line text
  • Number: Numeric values with optional units
  • Date: Date picker
  • Select: Dropdown with predefined options
  • Checkbox: Yes/No toggle
5

Preview and Save

Preview how the template appears in the dictation interface, then save. Template is immediately available to all veterinarians.

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Template Management

Actions:
  • Duplicate: Copy an existing template as a starting point
  • Edit: Modify sections and fields (affects future records only)
  • Set as Default: Auto-select this template for specific appointment types
  • Archive: Hide template from selection (existing records unaffected)
  • Export/Import: Share templates between practice locations (future feature)
Editing a template does not change existing medical records created with that template.

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AI Voice Assistant Configuration

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Agent Behavior Settings

Customize how the AI receptionist interacts with callers. Greeting Message: 
"Hello, thank you for calling [Practice Name]. I'm the AI assistant. 
I can help schedule an appointment, answer questions about our services, 
or connect you with a veterinarian if you have an emergency. 
How can I help you today?"
Customizable Parameters:
SettingDefaultDescription
Agent Name”AI Assistant”How the AI identifies itself
ToneProfessional & FriendlyConversation style
Transfer Threshold3 failed attemptsWhen to offer human transfer
Emergency EscalationImmediateHow quickly to alert vets for emergencies
After-Hours MessageEnabledProvide emergency clinic info when closed

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Emergency Keywords

Configure which symptoms trigger immediate veterinarian notification: Critical Keywords (Auto-Escalate):
  • “bleeding”, “seizure”, “unconscious”, “not breathing”
  • “poisoned”, “hit by car”, “broken bone”, “choking”
  • “collapse”, “convulsing”, “bloat”, “distended abdomen”
  • “difficulty breathing”, “blue gums”, “pale gums”
Urgent Keywords (Same-Day Appointment):
  • “vomiting”, “diarrhea”, “limping”, “not eating”
  • “lethargic”, “swelling”, “eye injury”, “pain”
  • “blood in stool”, “blood in urine”, “coughing”
Modifying emergency keywords requires careful consideration. Missing an emergency could have serious consequences for patient safety.

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Call Routing Rules

Business Hours (8 AM - 6 PM):
  1. AI answers all calls
  2. Emergency detected → Immediate vet notification
  3. Appointment requested → Book if slots available
  4. Human requested → Transfer to front desk (if available)
  5. Information only → AI provides answers
After Hours:
  1. AI answers 24/7
  2. Emergency detected → Provide emergency clinic info + offer to notify on-call vet
  3. Appointment requested → Book for next day
  4. Human requested → Offer to leave message for callback

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Appointment Booking Rules

Constraints:
  • No double-booking (except emergencies)
  • Minimum 30-minute appointment slots
  • Maximum 3 appointments per veterinarian per slot
  • No same-day appointments after 4:00 PM
  • Surgery appointments require minimum 60 minutes

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Email & Communication Templates

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Pre-Built Templates

Paw & Care includes templates for common communications:

Appointment Confirmation

Sent: Immediately after bookingVariables:
  • {{petName}}, {{ownerName}}
  • {{appointmentDate}}, {{appointmentTime}}
  • {{vetName}}, {{appointmentType}}

24-Hour Reminder

Sent: 24 hours before appointmentIncludes: Confirmation link, cancellation instructions

2-Hour Reminder

Sent: 2 hours before appointmentChannel: Push notification (iOS) or SMS

Follow-Up Care

Sent: Post-visit instructionsCustomizable: Per appointment type

Vaccination Reminder

Sent: When vaccines dueFrequency: 30 days before, then weekly

Invoice / Payment Reminder

Sent: For outstanding balancesIncludes: Payment link, amount due

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Template Variables

Dynamic variables automatically populate with patient/owner data: 
{{ownerName}} - Owner's full name
{{ownerFirstName}} - Owner's first name only
{{petName}} - Patient's name
{{petSpecies}} - Dog, cat, etc.
{{appointmentDate}} - Formatted date (e.g., "March 15, 2026")
{{appointmentTime}} - Time (e.g., "2:30 PM")
{{vetName}} - Assigned veterinarian
{{clinicName}} - Practice name
{{clinicPhone}} - Practice phone number
{{confirmationNumber}} - Appointment confirmation code
Example Usage: 
Hi {{ownerFirstName}},

This is a reminder that {{petName}} has an appointment at {{clinicName}} 
on {{appointmentDate}} at {{appointmentTime}} with {{vetName}}.

Please arrive 10 minutes early for check-in.

Confirmation #: {{confirmationNumber}}

Questions? Call us at {{clinicPhone}}.

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Billing & Payment Configuration

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Fee Schedule

Define standard pricing for services and procedures: Common Services:
ServiceDefault PriceTaxable
Office Visit - Wellness$65.00No
Office Visit - Urgent Care$95.00No
Office Visit - Emergency$150.00No
Blood Glucose Test$45.00No
Complete Blood Count (CBC)$85.00No
Chemistry Panel$120.00No
Urinalysis$55.00No
X-Ray (2 views)$180.00No
Dental Cleaning (Canine)$450.00No
Spay (Dog, under 50 lbs)$350.00No
Microchip Implant$45.00Yes
Prices can be customized per service. The billing system auto-populates line items from SOAP notes mentioning these services.

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Tax Settings

Sales Tax Configuration:
  • Tax Rate: 0% - 15% (varies by jurisdiction)
  • Taxable Items: Retail products, supplies (not professional services)
  • Tax ID: Required for invoicing
Example (Oregon): 
Tax Rate: 0% (Oregon has no sales tax)
Taxable Services: None

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Payment Methods

Accepted Methods:
  • Cash
  • Check
  • Credit/Debit Card (Visa, Mastercard, Amex, Discover)
  • Mobile Payments (Apple Pay, Google Pay via Square/Stripe)
  • CareCredit (pet financing)
Integration Setup:
  1. Navigate to Settings → Payment Processors
  2. Connect Square or Stripe account
  3. Enter API credentials
  4. Test transaction
  5. Enable mobile payments

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Notifications & Reminders

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Automated Reminders

Configure when and how reminders are sent: Appointment Reminders:
  • ✓ 24 hours before: Email + SMS
  • ✓ 2 hours before: Push notification (iOS) or SMS
  • ✗ 1 week before: Disabled by default (enable for surgery/long appointments)
Vaccination Reminders:
  • 30 days before due date: Initial reminder email
  • 7 days before: Follow-up SMS
  • Day of due date: Final reminder
  • Monthly after due date: Overdue reminders (max 3)
Follow-Up Reminders:
  • Created from SOAP notes mentioning “recheck in X weeks”
  • Sent to owner X days before recommended recheck date

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Notification Preferences

Channels:
  • Email: Always enabled (required for account)
  • SMS: Opt-in (owner must provide mobile number)
  • Push Notifications: Opt-in (requires iOS app installation)
Owner Opt-Out: Owners can reply “STOP” to SMS to unsubscribe. System automatically updates preferences.

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Data & Privacy Settings

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Data Retention

Medical Records:
  • Retained for 7 years (legal requirement for veterinary records)
  • Soft-deleted records retained in audit archive
  • Audio recordings retained with medical records
Call Logs:
  • Transcripts retained for 2 years
  • Audio recordings retained for 1 year
  • Triage data retained permanently (analytics)
Audit Logs:
  • Retained indefinitely (compliance)
  • Immutable (cannot be deleted or modified)

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Privacy Compliance

Paw & Care complies with veterinary data protection standards equivalent to HIPAA for human medical records.
Data Protection Measures:
  • Encryption at rest (AES-256)
  • Encryption in transit (TLS 1.3)
  • Role-based access control
  • Audit logging of all access
  • Secure data export/deletion upon request
Owner Rights:
  • Right to access their pet’s medical records
  • Right to request corrections
  • Right to export records (PDF)
  • Right to delete records (with exceptions for legal/billing)

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Integration Settings

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Available Integrations

Square / Stripe

Payment ProcessingAccept credit cards and mobile payments. Transaction fees apply.

Twilio

SMS MessagingSend appointment reminders and notifications via SMS.

SendGrid

Email DeliveryReliable email delivery for confirmations and reminders.

Retell AI

Voice AssistantAlready configured! Customize agent behavior in AI settings.

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Coming Soon

  • IDEXX / Antech: Lab result integration
  • QuickBooks: Accounting synchronization
  • Mailchimp: Marketing campaigns
  • Google Calendar: Two-way appointment sync

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Backup & Recovery

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Automatic Backups

Schedule:
  • Full backup: Daily at 12:00 AM UTC
  • Incremental backup: Every 6 hours
  • Transaction logs: Every 30 minutes
Retention:
  • Last 30 days: Daily backups
  • Last 12 months: Weekly backups
  • 7 years: Annual backups (medical records only)
Geographic Redundancy: Backups stored in 3 separate geographic regions for disaster recovery.

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Manual Data Export

Practice Managers can export practice data:
  1. Navigate to Settings → Data Export
  2. Select data range and types:
    • Patient records
    • Medical records
    • Appointments
    • Billing history
    • Call logs
  3. Choose format: CSV, JSON, or PDF
  4. Click Export
  5. Download link sent via email (large exports)
Exports are encrypted and expire after 7 days for security.

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Troubleshooting

Solution: iOS app caches settings for performance. Force-quit and reopen the app, or wait up to 5 minutes for automatic refresh.
Possible causes:
  1. No available appointment slots → Check veterinarian schedules
  2. Outside business hours → Verify hours configuration
  3. Double-booking restriction → Emergency override required
Solution: Review AI call logs under Settings → AI Voice → Call History
Check:
  1. Email/SMS provider connected (Settings → Integrations)
  2. Owner has valid email/phone in profile
  3. Owner hasn’t opted out (check owner profile)
  4. Appointment is >24 hours in future (reminders scheduled)
Solution: Ensure template status is “Active” not “Archived”. Also verify it’s assigned to the correct appointment type.

User Roles

Manage team access and permissions

Audit Logs

Track all practice setting changes

Appointments

Learn about appointment scheduling

AI Voice Assistant

Configure call handling and triage

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