View Vello automated communications and two-way SMS messages in Neo – IDEXX Neo

You can view automated communications and two-way SMS messages created through Vello in the same areas in Neo where you find all other SMS and emails.

You can also see the details when an appointment is confirmed by a client through a Vello automated communication.

This article covers how to identify the different Vello communications as well as seamlessly navigate related workflows from Neo to Vello.

Prerequisites:

Vello must be connected to Neo for your practice, and your SMS registration must be complete and enabled. For more information, see Enable Vello in Neo and the Help Center in Vello.

Permissions:

All users can view communications, the Vello Unconfirmed Appointments page, and send and respond to two-way SMS messages.

See the following articles for related information:

Click on a topic to jump to that section in this article:

View appointments confirmed by clients via Vello
View the Unconfirmed Appointments page in Vello
Open Vello two-way SMS from Neo
Additional information about two-way SMS messages
View Vello communications in Neo
Additional information about SMS and email

View appointments confirmed by clients via Vello

When a client confirms an appointment from their automated appointment confirmation SMS or email, the appointment confirmation status will be automatically updated in real-time to Confirmed in Neo.

Just like appointments that are manually confirmed, appointment confirmation by SMS or email will display on:

Client's Appointments tab
Appointment popover card
- Confirmed By on the Appointment Timeline tab
- Updated By on the Confirmation tab
  
  Example of an Appointment Timeline tab when the appointment is confirmed by a client via SMS

When a client indicates they are interested in diagnostic screening during their visit:

The appointment Notes will automatically be updated with the date the appointment was confirmed and text indicating the client's interest in diagnostic screening.
The Appointment Timeline will display an Updated By Vello.

View the Unconfirmed Appointments page in Vello

Vello's Unconfirmed Appointments page provides you with a central location to view your upcoming appointments that have not been confirmed by the client and to take action to confirm those appointments, as needed.

You can access the Unconfirmed Appointments page from the Schedule in Neo.

Click Schedule.
Click the Unconfirmed Appointments button, located between the List view and Audit list buttons. Vello will open in a new browser tab.

Note: All your active users can access the Unconfirmed Appointments page from the Schedule in Neo.

Users with System Admin permission will see the Appointment Type Customization page. To view the Unconfirmed Appointments page, click Back, then click Unconfirmed Appointments.
Users without System Admin permission will see the Unconfirmed Appointments page.

To learn how to review and manage unconfirmed appointments in Vello, click the Help Center button in Vello, then locate and review the available resources.

Open Vello two-way SMS from Neo

To begin a new or continue an existing SMS conversation with a client, you can access the Vello Client Communications page in Neo from the main navigation bar, a client or patient record, a scheduled appointment, or a procedure.

You will now be viewing the Vello Client Communications page in a new browser tab; Neo will remain open in the previous tab.

Depending on whether the client has an existing SMS conversation in Vello will determine what you see.

To learn how to start a new or continue an existing two-way message in Vello, click the Help Center button in Vello, then locate and review the available resources.

When you are done sending and responding to messages in Vello, you can return to Neo in the previous tab.

Additional information about two-way SMS messages

Once an SMS message has been sent by Vello, it will display in Neo in the:
- patient and client communication logs, as applicable.
- SMS Manager Sentbox.
- Text Messaging (SMS) Usage report.
If you see an alert display that the client mobile number is invalid when trying to send an SMS, confirm the number with the client and update the client record, as needed.
If for any reason your practice disables Vello two-way SMS messages, in Neo:
- the Send SMS button will no longer display the Vello icon.
- the Vello icon will be removed from the main navigation bar.
- SMS will revert to one-way messaging from Neo.

View Vello communications in Neo

In Neo, you can view the Vello communications in the same areas where you view Neo communications:

Client Communication Log
Patient Communication Log
Email only. Email Manager Sentbox
SMS only.
- SMS Manager Sentbox
- Text Messaging (SMS) Usage report

Vello communications can be easily identified by the word "Vello" or the Vello icon displayed, as applicable to the page and fields you are viewing.

Neo page	Type	Staff
Client Communication Log Patient Communication Log	Email Vello SMS Vello	Vello icon
	Category	From User
Email Manager > Sentbox SMS Manager > Sentbox Text Messaging (SMS) Usage report	Vello	Vello

Vello communications include:

a. Two-way SMS message conversations
b. Automated appointment reminders
c. Automated appointment confirmations
d. Automated medical service reminders

Tip: To view and respond to an SMS message in Vello when viewing a Client Communication Log:

Under the Message column, click the link on the row of the SMS message you want to view.
Note: The Message text is determined by whether the message thread was marked as Done in Vello.
- Text Thread Initiated = message is in Vello Inbox
- Text Thread Completed = message is in Vello Done
You will now be viewing the Vello Client Communications page in a new browser tab; Neo will remain open in the previous tab.
Review the existing SMS conversation or send a response, as needed.
When you are done sending and responding to messages in Vello, you can return to Neo in the previous tab.

Note:

In the client and patient Communications Logs' Status columns, Vello two-way SMS will not display a status.
No incoming SMS messages from clients will be logged in Neo. Only outgoing messages will be displayed in the client and patient Communication Logs, the Email Manager Sentbox, the SMS Manager Sentbox, and the Text Messaging (SMS) Usage report.

Additional information about SMS and email

The following SMS messages and emails are sent by Neo. Any replies sent by a client to these SMS messages will not be received.

Manual appointment SMS from Schedule
Neo Payments > Online Payments SMS
CareCredit pay link SMS
All SMS and email sent from reports

To open Vello Client Communications page from…	Take these steps in Neo…
Vello icon in main navigation bar Note: The Vello icon will display between the Collect Payments tab and global search box. The number in the red circle indicates the number of unread SMS in your Vello Client Communications Inbox. If no red circle is visible, you have no unread SMS messages.	Click the Vello icon in the main navigation bar to view a list of unread messages. Open Vello Client Communications in a new browser tab. a. Click a client conversation card to be taken directly to the existing conversation. b. Click Vello Inbox to be taken to the Client Communication inbox with no conversation selected. Note: Once you are viewing Vello, you can start a new or continue an existing SMS conversation.
Client record or Patient record	Search for and select a client. or Search for and select a patient. Click Send SMS.
Scheduled appointment	Locate the appointment from the client record and go to the Schedule. Single-click the appointment to view the appointment popover card. Click the SMS icon. Then click Send SMS.
Procedure	Click the Procedures tab. Change the date, as needed. On the patient procedure, click the SMS icon.