Email Communication - Paw & Care

The Email Communication system manages all automated client messaging through customizable templates with dynamic variable substitution.

Overview

Email templates enable consistent, professional communication across:

Appointment confirmations and reminders
Post-visit summaries and care instructions
Vaccination due notices
Missed call and no-show follow-ups
Welcome messages for new clients
Emergency care follow-ups

All templates support dynamic variables that automatically populate with real client, pet, and appointment data.

Template Categories

Templates are organized into 8 primary categories:

Appointment Confirmation

Type: appointment_confirmationColor: GreenSent immediately after booking to confirm appointment details and provide preparation instructions.Typical timing: Within 5 minutes of scheduling

Appointment Reminder

Type: appointment_reminderColor: BlueReminder emails sent before scheduled appointments to reduce no-shows.Typical timing: 24 hours and 2 hours before appointment

Post-Visit Summary

Type: post_visit_summaryColor: PurpleVisit recap with care instructions, medications, and next steps.Typical timing: Same day as appointment completion

Vaccination Due

Type: vaccination_dueColor: YellowProactive outreach when pet vaccinations are approaching due dates.Typical timing: 30 days before due date, with reminders every 2 weeks

Missed Call Follow-up

Type: missed_call_followupColor: OrangeResponse to calls the AI system couldn’t complete or required human callback.Typical timing: Within 2 hours of missed call

No Show Follow-up

Type: no_show_followupColor: RedOutreach after client misses scheduled appointment without cancellation.Typical timing: Same day as missed appointment

Welcome New Client

Type: welcome_new_clientColor: PinkOnboarding email for first-time clients with clinic info and resources.Typical timing: After first contact, before first appointment

Emergency Follow-up

Type: emergency_followupColor: Dark redPost-emergency care instructions and status checks.Typical timing: 24 hours after emergency visit

Template Library Interface

Category Filtering

Top navigation bar with filter buttons:

const TEMPLATE_CATEGORIES = [
  { key: 'all', label: 'All Templates' },
  { key: 'appointment_confirmation', label: 'Confirmation' },
  { key: 'appointment_reminder', label: 'Reminder' },
  { key: 'post_visit_summary', label: 'Post-Visit' },
  // Additional categories...
];

Click any category button to filter the template grid to show only that type.

Search Functionality

Global search bar filters templates by:

Template name
Subject line text
Email body content

const filteredTemplates = templates.filter((t) => {
  const q = searchQuery.toLowerCase();
  return (
    t.name.toLowerCase().includes(q) ||
    t.subject.toLowerCase().includes(q) ||
    t.body.toLowerCase().includes(q)
  );
});

Search for specific variables (e.g., "") to find all templates using that data field.

Template Cards

Each template displays in a grid card format:

Card Components

Header:

Category badge with color coding
Copy button (clipboard icon)
Preview button (eye icon)

Content:

Template name (bold title)
Subject line (gray description text)
Body preview (first 3 lines, truncated)

Footer:

Variable badges (up to 3 shown, “+N” for additional)
Edit button with chevron arrow

<Card className="hover:shadow-md transition-all">
  <CardHeader>
    <Badge className={getTypeColor(template.type)}>
      {template.type.replace(/_/g, ' ')}
    </Badge>
    <CardTitle>{template.name}</CardTitle>
    <CardDescription>Subject: {template.subject}</CardDescription>
  </CardHeader>
  <CardContent>
    <p className="line-clamp-3">{template.body}</p>
    <div className="flex flex-wrap gap-1">
      {template.variables.slice(0, 3).map((v) => (
        <Badge variant="outline" className="font-mono">
          {`{${v}}`}
        </Badge>
      ))}
    </div>
  </CardContent>
</Card>

Quick Actions

Copy to Clipboard

Copies the template body text for pasting into other systems or manual emails.Success indicator: Checkmark icon appears briefly after copy.

Preview

Opens preview tab of detail modal showing email with sample data filled in.

Clicking “Edit” or “Preview” opens a comprehensive modal with three tabs:

Edit Tab
Preview Tab
Variables Tab

Editable Fields

Template Name

Internal identifier for staff use
Not shown to clients

Subject Line

Email subject displayed in client inbox
Supports variable substitution
Example: Appointment Confirmation for {petName}

Body

Multi-line textarea with monospace font
Full email content
Uses curly brace syntax for variables: {variableName}

<Textarea
  defaultValue={selectedTemplate.body}
  rows={12}
  className="font-mono text-sm"
/>

Action Buttons

Cancel: Close modal without saving changes
Save Changes: Update template and apply to future emails

Template changes apply immediately to all future automated sends. Test thoroughly before saving.

Live Preview

Displays the email as clients will see it, with variables replaced by sample data:Subject display:

Subject: Appointment Confirmation for Bella

Body display:

Dear Sarah Johnson,

This confirms Bella's appointment:

Date: December 20, 2024
Time: 2:00 PM
Type: Wellness Exam

We look forward to seeing you!

Paw & Care Veterinary
(555) 123-4567

Sample Data Used

The preview system substitutes realistic test values:

const fillPreview = (body: string) => {
  return body
    .replace(/\{ownerName\}/g, 'Sarah Johnson')
    .replace(/\{petName\}/g, 'Bella')
    .replace(/\{vetName\}/g, 'Dr. Sarah Kim')
    .replace(/\{appointmentDate\}/g, 'December 20, 2024')
    .replace(/\{appointmentTime\}/g, '2:00 PM')
    // Additional substitutions...
};

Preview Actions

Copy: Copy preview content to clipboard
Send Test: Send preview email to your own address for testing

Available Variables

Lists all variables used in the template with:

Variable syntax (e.g., {ownerName})
Human-readable description
Sample value from preview data

Example display:

{ownerName}    Owner Name        Sarah Johnson
{petName}      Pet Name          Bella
{vetName}      Vet Name          Dr. Sarah Kim

Only variables actually used in the template appear in this list. Add variables to the body/subject to make them available.

Dynamic Variables

Templates support automatic data substitution using curly brace syntax:

Client & Pet Variables

Variable	Description	Example Value
`{ownerName}`	Client full name	Sarah Johnson
`{petName}`	Pet name	Bella
`{petSpecies}`	Animal species	Dog

Appointment Variables

Variable	Description	Example Value
`{appointmentDate}`	Visit date	December 20, 2024
`{appointmentTime}`	Visit time	2:00 PM
`{appointmentType}`	Visit category	Wellness Exam
`{vetName}`	Assigned veterinarian	Dr. Sarah Kim

Clinic Variables

Variable	Description	Example Value
`{clinicName}`	Practice name	Paw & Care Veterinary
`{clinicPhone}`	Main phone number	(555) 123-4567
`{clinicAddress}`	Street address	456 Pet Health Lane

Medical Variables

Variable	Description	Example Value
`{careInstructions}`	Post-visit care	Continue current diet, monitor water intake…
`{vaccineName}`	Vaccine administered/due	Rabies Booster
`{dueDate}`	Vaccination due date	January 15, 2025
`{summary}`	Visit summary	Wellness exam completed. Bella is in good health…
`{nextSteps}`	Follow-up actions	Schedule dental cleaning within 3 months

Using Variables in Templates

Reminder: {petName}'s appointment tomorrow at {appointmentTime}

Example Templates

Appointment Confirmation

Name: Appointment Confirmation - StandardSubject: Appointment Confirmed for {petName} on {appointmentDate}Body:

Dear {ownerName},

Your appointment has been successfully scheduled:

Pet: {petName}
Date: {appointmentDate}
Time: {appointmentTime}
Doctor: {vetName}
Type: {appointmentType}

Location:
{clinicName}
{clinicAddress}

Please bring:
- Current medications
- Previous medical records (if new client)
- Any questions or concerns

If you need to reschedule or cancel, please call us at {clinicPhone} at least 24 hours in advance.

We look forward to seeing you and {petName}!

Best regards,
The {clinicName} Team

24-Hour Reminder

Name: Appointment Reminder - 24 HoursSubject: Reminder: {petName}'s appointment tomorrow at {appointmentTime}Body:

Hi {ownerName},

Just a friendly reminder that {petName} has an appointment tomorrow:

Date: {appointmentDate}
Time: {appointmentTime}
Doctor: {vetName}

Please call {clinicPhone} if you need to reschedule.

See you tomorrow!
{clinicName}

Post-Visit Summary

Name: Post-Visit Summary - GeneralSubject: Visit Summary for {petName}Body:

Dear {ownerName},

Thank you for bringing {petName} to see us today!

VISIT SUMMARY:
{summary}

CARE INSTRUCTIONS:
{careInstructions}

NEXT STEPS:
{nextSteps}

If you have any questions or concerns about {petName}'s care, please don't hesitate to contact us at {clinicPhone}.

Wishing {petName} a speedy recovery!

{vetName}
{clinicName}

Vaccination Due Notice

Name: Vaccination Due - 30 Day NoticeSubject: {petName}'s {vaccineName} vaccination is due soonBody:

Dear {ownerName},

Our records show that {petName} is due for the following vaccination:

Vaccine: {vaccineName}
Due Date: {dueDate}

Keeping vaccinations up to date is important for {petName}'s health and safety.

To schedule an appointment, please:
- Call us at {clinicPhone}
- Visit our website
- Reply to this email

We have appointments available throughout the week and can often accommodate same-day visits.

Thank you for being a valued client!
{clinicName}

No-Show Follow-up

Name: No-Show Follow-up - Reschedule OfferSubject: We missed you today - Let's reschedule {petName}'s appointmentBody:

Hi {ownerName},

We noticed that {petName} missed the scheduled appointment today at {appointmentTime}.

We understand that things come up! We'd love to reschedule at a time that works better for you.

Please call us at {clinicPhone} or reply to this email to book a new appointment.

We're here to help {petName} stay healthy!

Best regards,
{clinicName}

Automated Sending

Emails are automatically triggered by system events:

Event occurs

System detects appointment booking, completion, missed call, etc.

Template selection

System matches event type to appropriate email template category

Variable substitution

Real data replaces all {variable} placeholders with client/pet/appointment information

Email send

Populated email sent to client’s email address on file

Delivery tracking

System records send status, delivery confirmation, and open/click metrics

Best Practices

Writing Effective Templates

Clear subject lines: Include pet name and key info (date, time, or action needed)
Concise body: Keep emails under 200 words for better readability
Action-focused: Tell clients exactly what to do next
Professional tone: Friendly but not overly casual
Mobile-friendly: Short paragraphs and clear formatting for phone screens
Consistent branding: Use same sign-off and contact info across all templates

Variable Usage Guidelines

Always use : Personalizes the message and increases engagement
Include contact info: Every template should have for easy client action
Test substitution: Preview all variables to ensure proper grammar and flow
Handle plurals carefully: “your pet” vs “Bella” may require template variants
Fallback for missing data: Templates should read correctly even if optional variables are empty

Timing Optimization

Appointment confirmations:

Send within 5 minutes of booking
Immediate confirmation increases trust

Reminders:

24-hour reminder: Sent between 9-11 AM for next-day appointments
2-hour reminder: Sent for same-day appointments to reduce last-minute no-shows

Post-visit summaries:

Send within 2 hours of appointment completion
Same-day delivery while visit is fresh in client’s mind

Vaccination reminders:

First notice: 30 days before due date
Follow-up: 14 days before due date
Final reminder: 3 days before due date

Template Maintenance

Monthly review: Check template performance metrics (open rates, click rates)
A/B testing: Test subject line variations to improve engagement
Update contact info: Verify phone, address, hours are current
Seasonal adjustments: Update holiday hours, weather closures as needed
Staff input: Ask team for client feedback on email clarity

Client Management

Client contact preferences and engagement tracking

Appointments

Appointment scheduling and status management

AI Voice Assistant

Automated follow-up emails from AI call system

Analytics

Email performance metrics and engagement analytics

Get Started

Core Features

Practice Management

Mobile App

Administration

​Overview

​Template Categories

Appointment Confirmation

Appointment Reminder

Post-Visit Summary

Vaccination Due

Missed Call Follow-up

No Show Follow-up

Welcome New Client

Emergency Follow-up

​Template Library Interface

​Category Filtering

​Search Functionality

​Template Cards

​Quick Actions

Copy to Clipboard

Preview

​Template Detail Modal

​Editable Fields

​Action Buttons

​Live Preview

​Sample Data Used

​Preview Actions

​Available Variables

​Dynamic Variables

​Client & Pet Variables

​Appointment Variables

​Clinic Variables

​Medical Variables

​Using Variables in Templates

​Example Templates

​Automated Sending

​Best Practices

​Related Documentation

Client Management

Appointments

AI Voice Assistant

Analytics

Build docs developers (and LLMs) love

Overview

Template Categories

Template Library Interface

Category Filtering

Search Functionality

Template Cards

Quick Actions

Template Detail Modal

Editable Fields

Action Buttons

Live Preview

Sample Data Used

Preview Actions

Available Variables

Dynamic Variables

Client & Pet Variables

Appointment Variables

Clinic Variables

Medical Variables

Using Variables in Templates

Example Templates

Automated Sending

Best Practices

Related Documentation