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Welcome to Paw & Care

Paw & Care is an AI-powered veterinary practice management platform designed to streamline your clinical workflows, automate administrative tasks, and enhance patient care. This guide will walk you through your first 30 minutes with the platform.
Paw & Care is available as an iOS mobile app (primary interface) and web application (administrative features). This guide covers setup for both platforms.

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What You’ll Accomplish

By the end of this guide, you’ll have:
  • Set up your practice profile and preferences
  • Added your first team members
  • Configured the AI voice assistant (Luna)
  • Created your first patient and client records
  • Tested the dictation and SOAP note features
  • Scheduled your first appointment

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Step 1: Initial Setup

1

Download and Install

iOS App (Recommended for Veterinarians)
  • Download “Paw & Care” from the Apple App Store
  • Requires iOS 15.0 or later
  • Compatible with iPhone 12+ and iPad Air/Pro
Web Application (Recommended for Practice Managers)
  • Visit your practice URL: https://yourpractice.pawcare.app
  • Supported browsers: Chrome 100+, Safari 15+, Firefox 100+, Edge 100+
  • Minimum screen resolution: 1280px width
2

Create Your Account

  1. Open the app and tap Get Started
  2. Enter your practice information:
    • Practice name: “Paw & Care Veterinary Clinic”
    • Your name: “Dr. Sarah Wilson”
    • Email address (used for login)
    • Phone number
  3. Create a secure password (minimum 12 characters)
  4. Verify your email address via the confirmation link
Use a strong password with uppercase, lowercase, numbers, and symbols. You’ll be prompted to change it every 90 days for security.
3

Enable Biometric Authentication (iOS)

On first launch, you’ll be prompted to enable Face ID or Touch ID:
  1. Tap Enable Face ID/Touch ID
  2. Follow the iOS prompts to scan your face or fingerprint
  3. This allows quick, secure access without typing your password
Biometric authentication is optional but highly recommended for frequent mobile access.
4

Grant Necessary Permissions (iOS)

The app will request the following permissions:
  • Microphone: Required for voice dictation and SOAP notes (tap Allow)
  • Camera: Optional, for capturing pet photos (tap Allow)
  • Notifications: Required for appointment reminders and emergency alerts (tap Allow)
  • Contacts: Optional, for syncing client information (tap Don’t Allow for now)
You can always change these permissions later in iOS Settings > Paw & Care.

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Step 2: Configure Your Practice Profile

1

Navigate to Practice Settings

On iOS: Tap More tab → Settings icon (top right)On Web: Click your practice name (top right) → Practice Settings
2

Complete Practice Information

Fill in the following details:Basic Information
  • Practice Name: Display name shown to clients
  • Address: Street, city, state, ZIP
  • Phone: Main clinic number
  • Email: General inquiries email
  • Website: Optional, your practice website
Business Hours
  • Monday-Friday: 8:00 AM - 6:00 PM
  • Saturday: 9:00 AM - 2:00 PM
  • Sunday: Closed
These hours control when the AI assistant can book appointments.
3

Upload Your Practice Logo

  1. Click Upload Logo
  2. Select an image file (PNG, JPG, or SVG)
  3. Maximum file size: 5 MB
  4. Recommended dimensions: 512x512 pixels
Your logo appears on:
  • Email communications to clients
  • Invoice PDFs
  • Client portal (future feature)
4

Set Communication Preferences

Configure default settings for client communications:
  • Appointment Reminders: Enable SMS and Email (24h and 2h before)
  • Emergency Notifications: Enable Push Notifications for veterinarians
  • Marketing Emails: Opt-in only (GDPR/CAN-SPAM compliant)
Click Save Preferences when done.

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Step 3: Add Team Members

1

Navigate to User Management

Web Only (not available on mobile):Click Settings → Team Members → Add Team Member
2

Invite Your First Veterinarian

  1. Enter their information:
    • First Name: “John”
    • Last Name: “Stevens”
    • Email: [email protected]
    • Phone: (555) 123-4567
    • Title: “DVM”
    • Specialization: “Small Animal Medicine” (optional)
  2. Assign Role: Veterinarian
    • Full access to clinical documentation
    • Can view patient and medical records
    • Can create and finalize SOAP notes
    • View-only access to billing
    • Cannot modify practice settings
  3. Click Send Invitation
They’ll receive an email with setup instructions.
3

Add Additional Team Members

Repeat for each team member with appropriate roles:Practice Manager (Full Administrative Access)
  • All features including billing and reporting
  • User and role management
  • AI voice assistant configuration
  • Audit log access
Veterinary Technician (Limited Clinical)
  • View patient records and update vitals
  • Create appointment notes
  • View-only medical records (cannot finalize)
  • Limited billing access
Front Desk Staff (Scheduling Focus)
  • Appointment management (full access)
  • Client management
  • AI call monitoring
  • Basic patient viewing
  • Cannot access medical records
4

Review Permission Matrix

Clinical Permissions

  • Veterinarian: Create, edit, finalize records
  • Technician: View records, add vitals
  • Front Desk: No access to medical records

Administrative Permissions

  • Practice Manager: Full access to all settings
  • Veterinarian: No administrative access
  • Technician & Front Desk: Basic user settings only

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Step 4: Configure Luna (AI Voice Assistant)

Luna is your 24/7 AI receptionist that handles incoming calls, triages emergencies, and books appointments autonomously. This is one of Paw & Care’s most powerful features.
1

Access AI Voice Configuration

Web Application Required (not configurable on mobile):Navigate to Settings → AI Voice Assistant
2

Connect Your Practice Phone Number

You have two options:Option A: Forward Existing Number
  1. Enter your current practice phone: (555) 555-1234
  2. Click Generate Forwarding Number
  3. You’ll receive a Retell AI number: (555) 888-9999
  4. Set up call forwarding from your main line to this number
Option B: New Dedicated Number
  1. Click Get New Number
  2. Select area code matching your practice location
  3. Choose an available number
  4. Update your practice materials with this new number
Option A allows you to keep your existing number while adding AI capabilities. Most practices choose this option.
3

Customize Luna's Behavior

Configure how Luna interacts with callers:Greeting Message
"Thank you for calling Paw & Care Veterinary Clinic. 
I'm Luna, your AI assistant. I can help schedule appointments, 
answer questions, or connect you with our team. 
How can I help you today?"
Emergency Keywords (Auto-escalate to veterinarian)
  • bleeding, blood
  • seizure, convulsion
  • poisoning, toxin
  • difficulty breathing, choking
  • unconscious, unresponsive
  • severe pain
  • hit by car, trauma
Hold Music: Upload MP3 (optional) or use defaultBusiness Hours Greeting: Different message for after-hours calls
4

Set Emergency Escalation Rules

Define who receives emergency notifications:
  1. Primary On-Call Veterinarian: Dr. Sarah Wilson
    • Push notification to mobile app
    • SMS if no response in 30 seconds
    • Phone call if no response in 2 minutes
  2. Backup On-Call: Dr. John Stevens
    • Notify if primary doesn’t respond in 5 minutes
  3. After-Hours Emergency Clinic: Animal ER Center
    • If no veterinarian available, provide phone number and address
5

Test the AI Assistant

  1. Click Test Call button
  2. The system will call your mobile phone
  3. Have a sample conversation:
    • “I’d like to schedule a wellness check for my dog Buddy”
    • Luna will ask for details and book the appointment
  4. Review the call transcript and triage data
  5. Verify the appointment appears in your calendar
Test emergency scenarios too: “My cat is having a seizure” should trigger immediate escalation.
6

Go Live

Once testing is complete:
  1. Toggle AI Assistant Status to Active
  2. Luna will now answer all incoming calls 24/7
  3. Monitor initial calls closely from the Call Logs screen
You can disable the AI assistant anytime and calls will forward to your regular phone system.

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Step 5: Explore the Mobile Interface

The iOS app uses a bottom tab bar for quick access:Home Tab 🏠
  • Dashboard with key metrics
  • Today’s appointments
  • Recent activity
  • Quick action buttons
Dictate Tab 🎤
  • Voice dictation and SOAP note generation (primary workflow)
  • Template selection
  • Patient selection
  • Clinical insights
Schedule Tab 📅
  • Today’s schedule
  • Upcoming appointments
  • Quick booking
  • Appointment details
Patients Tab 🐾
  • Patient database
  • Search and filter
  • Quick access to recent patients
  • Medical history
More Tab ⋯
  • All other features
  • Settings
  • Profile
  • Help & support

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Step 6: Test Key Features

1

Test Voice Dictation

  1. Open the Dictate tab on iOS (or Dictation & SOAP on web)
  2. Tap the microphone button
  3. Grant microphone permission if prompted
  4. Speak clearly: 
    "This is a test note for patient Max. 
Subjective: Owner reports Max has been lethargic. 
Objective: Temperature 101.5, heart rate 110. 
Assessment: Possible mild infection. 
Plan: Run blood work and recheck in one week."
  5. Tap Stop Recording
  6. Wait 10-30 seconds for AI processing
  7. Review the generated SOAP note
Success Criteria: All four sections (Subjective, Objective, Assessment, Plan) should be populated with relevant content.
2

Review Clinical Insights

After generating your test SOAP note:
  1. Scroll to the Clinical Insights section
  2. Review AI-generated suggestions:
    • Diagnoses: Possible conditions based on symptoms
    • Risk Factors: Complications or contraindications
    • Suggestions: Recommended tests or treatments
  3. Each insight has a confidence score (0-100%)
  4. Accept or reject insights using thumbs up/down icons
Clinical insights are suggestions only and require veterinarian review. All AI-generated content is marked as “draft” until you approve it.
3

Verify Mobile Notifications

Test that you receive real-time alerts:
  1. On web, create a new appointment for tomorrow
  2. Your mobile device should receive a push notification within seconds
  3. Tap the notification to view appointment details
  4. Try creating an “emergency” triage call log
  5. Verify you receive an immediate emergency alert

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Next Steps

Add Your First Patient

Create comprehensive patient records with photos, medical history, and vaccinations

Book Your First Appointment

Schedule appointments with automated reminders and triage prioritization

Create Your First SOAP Note

Complete walkthrough of the dictation workflow with real examples

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Onboarding Checklist

Account Setup

  • Downloaded iOS app and/or accessed web application
  • Created account and verified email
  • Enabled biometric authentication (iOS)
  • Granted microphone and notification permissions

Practice Configuration

  • Completed practice profile
  • Set business hours
  • Uploaded practice logo
  • Configured communication preferences

Team Setup

  • Invited at least one team member
  • Assigned appropriate roles
  • Reviewed permission matrix

AI Voice Assistant

  • Connected practice phone number
  • Customized Luna’s greeting
  • Set emergency escalation rules
  • Tested AI assistant with sample call
  • Activated AI assistant for live calls

Feature Testing

  • Tested voice dictation
  • Reviewed clinical insights
  • Verified mobile notifications
  • Explored mobile and web interfaces

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Troubleshooting Common Issues

  1. Open iOS Settings → Paw & Care
  2. Ensure Microphone is toggled ON
  3. If already enabled, restart the app
  4. If still not working, restart your iPhone
  5. Check that you’re not in “Low Power Mode” which can restrict microphone access
  1. Open iOS Settings → Face ID & Passcode
  2. Ensure Face ID is enabled for “iPhone Unlock”
  3. Open Paw & Care settings → Security
  4. Toggle Use Face ID OFF then ON again
  5. Force quit and reopen the app
  1. Verify AI Assistant Status is Active in web settings
  2. Check that call forwarding is set up correctly
  3. Test by calling your practice number from a different phone
  4. Review Call Logs to see if calls are being received
  5. If issues persist, check Retell AI service status
Normal processing time: 10-30 secondsIf longer than 1 minute:
  1. Check your internet connection (requires stable connection)
  2. Ensure audio recording is under 30 minutes (longer files take longer)
  3. Try refreshing the page (web) or force-closing the app (iOS)
  4. If OpenAI API is experiencing issues, try again in a few minutes
  1. Ask them to check spam/junk folder
  2. Verify you entered their email address correctly
  3. Click Resend Invitation in User Management
  4. If still not received, manually share the signup link from the invitation

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Getting Help

Help Center

Access comprehensive documentation, video tutorials, and FAQs at: help.pawcare.app

Support Team

Contact our support team:

Community Forum

Join thousands of veterinarians sharing tips and best practices: community.pawcare.app

Live Chat

In-app live chat support:
  • Tap More → Help & Support → Live Chat
  • Average response time: 2 minutes
Congratulations! You’ve completed the onboarding process. Your practice is now ready to start using Paw & Care’s AI-powered features to streamline workflows and enhance patient care.

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