Two-way SMS/email communication workflows

Purpose

1. Enable automated, real-time two-way SMS and email communications between animal hospitals and clients for appointment reminders, prescription notifications, follow-up care, pet health tips, and emergency alerts.

2. Increase efficiency in managing client interactions, enable instant replies to queries, facilitate rebooking or cancellations, and log all client communications in CRM/EHR.

3. Support seamless inbound/outbound dialogue, automate veterinary workflow notifications, prompt reminders for vaccination schedules, and deliver urgent care instructions.

4. Integrate all client message threads and response tracking, reducing manual administration and promoting client loyalty.

Trigger Conditions

1. Appointment booking, rescheduling, or cancellation.

2. Medication or vaccination due dates.

3. Pet discharge notifications with home care instructions.

4. Emergency alerts or post-surgical follow-ups.

5. Inbound client inquiries via SMS/email.

6. Missed call triggers or voicemail receipt.

7. Automated marketing campaigns for pet wellness.

8. Reminder to confirm attendance.

9. Lab result ready notification.

10. Feedback survey requests after visits.

Platform Variants

1. Twilio

• API: Programmable Messaging (Twilio SMS/WhatsApp API).
  
• Sample: Connect SMS webhook to capture and send pet appointment responses.
  

2. SendGrid

• Feature: Inbound Parse Webhook and Mail Send API.
  
• Sample: Route emails to a veterinary inbox, auto-reply to appointment requests.
  

3. Plivo

• API: SMS Messaging API, Number Pool.
  
• Sample: Configure messaging with auto-responder for after-hours queries.
  

4. Nexmo/Vonage

• API: Messages API, Dispatch API.
  
• Sample: Two-way SMS channel for urgent care alerts and replies.
  

5. Microsoft Outlook 365

• Feature: Outlook Mail REST API, Rules.
  
• Sample: Auto-forward pet owner emails to care team channels, trigger auto-response.
  

6. Google Workspace (Gmail)

• API: Gmail API, Filters & Labels.
  
• Sample: Label email responses by appointment and route to correct care provider.
  

7. RingCentral

• API: SMS API, Call Message Triggers.
  
• Sample: Receive SMS clients’ messages and trigger notifications to hospital staff.
  

8. Slack

• Feature: Slack Incoming/Outgoing Webhooks, App Mentions.
  
• Sample: Send appointment confirmation to Slack channel; reply propagated to SMS/email.
  

9. Mailgun

• API: Routes, Events API, Send API.
  
• Sample: Automate sending results, capture inbound queries as support tickets.
  

10. MessageBird

• API: Conversations API.
  
• Sample: Combine SMS, WhatsApp, and Email for seamless notification/reply.
  

11. HubSpot

• Feature: Workflows, Inbox Automation, Connected Message API.
  
• Sample: Log all emails/texts in client’s CRM record and set follow-up tasks.
  

12. Salesforce

• API: Digital Engagement Messaging, Service Cloud Integration.
  
• Sample: Route SMS/email to service agents, track case lifecycle.
  

13. Zoho CRM

• Feature: Workflow Automation, Email Parser.
  
• Sample: Trigger workflows based on incoming SMS/email data from pet owners.
  

14. Front

• Feature: Shared Inbox, Rules Engine.
  
• Sample: Assign team responsibility based on SMS/email trigger keywords.
  

15. Intercom

• Feature: Custom Bots, Series Automation.
  
• Sample: Initiate FAQs via SMS/email; connect live agent if client replies.
  

16. Freshdesk

• Feature: Ticket Creation by SMS/Email, Automations.
  
• Sample: Send/receive appointment updates, auto-acknowledge after-hours SMS.
  

17. Webex (Cisco)

• API: Webex Messaging API.
  
• Sample: Two-way texting with clients linked to internal chat for escalation.
  

18. Mailjet

• API: Event API, SMTP Relay.
  
• Sample: Send reminders and capture SMS-replied confirmations.
  

19. ClickSend

• API: SMS, Email, Voice APIs.
  
• Sample: Combine SMS for fast reminders and email for detailed care instructions.
  

20. ActiveCampaign

• Feature: Automations, Conversations.
  
• Sample: Automate outreach after no-show, follow up via SMS/email chain.
  

Benefits

1. Reduce missed appointments by 2-way confirmation/reminder.

2. Save staff time via automatic logging and routing.

3. Immediate query resolution improves pet care and owner satisfaction.

4. Multi-channel presence meets all client preferences.

5. Centralized tracking for compliance and service audit.

6. Scalable communication as clientele grows.

7. Enhanced emergency responsiveness and follow-up care.

8. Supports marketing engagement and recurring visit drives.

9. Integrates with EHR/CRM for unified records.

10. Increases retention and trust through reliable, personal touchpoint.