This article walks you through what to expect as you onboard with Digitail, how training is delivered, what happens when you go live, and how to access support and training resources after launch.

We handle the technical setup, so your team can stay focused on patient care. You provide data uploads and examples from your current system, and our in-house migration team converts your data from any veterinary software into Digitail.

You will work with a dedicated Onboarding Specialist who builds a personalized training plan for your clinic. Training includes guided tutorials, structured learning paths, and video walkthroughs designed to make adoption simple and intuitive.

The Training Academy is integrated directly into the onboarding process and is designed to help your team learn how to use Digitail effectively.

Successful onboarding is a collaborative process. During this phase, we expect your clinic to actively participate in training rather than passively receive information.

To support a smooth transition, your clinic is responsible for the following.

• Designate a transition coordinator
Assign a primary point of contact who will help manage the onboarding process and communicate with our team.

• Participate in role-specific, hands-on training
Each team member should complete training modules aligned to their role and practice the tasks they perform in their day-to-day work.

• Explore your data in the Test Playground

Your team should spend time reviewing and working with your migrated data in the Test Playground environment to understand how information appears and behaves in Digitail before going live.

Training is delivered through bite-sized, role-specific modules designed to make adoption straightforward and manageable. We provide guided tutorials, structured learning paths, and hands-on support throughout onboarding.

Completing each training module in full is important to get the most value from your onboarding experience. Each module focuses on real workflows your team will use every day, allowing everyone to practice in context rather than simply watching demonstrations.

The goal is hands-on experience, so your team feels confident from day one. Our educational resources and support are designed to remove barriers to learning and help your clinic maximize efficiency as soon as you are live.

• A user account must be created for each team member in your clinic
• Once access is available, they can begin the Training Academy
• Training is role-based and delivered in clear, bite-sized modules

• Team members involved in implementation
• New staff who join while your clinic is still onboarding

This ensures everyone receives consistent training as your clinic prepares to go live.

Before going live, you will have access to a Test Playground environment. This allows you to explore your migrated data and understand how your workflows will function in Digitail without impacting daily operations.

Just before launch, we complete a final data snapshot to capture any recent updates. On your go-live date, your clinic transitions fully to Digitail with hands-on assistance from our team.

After going live, your Onboarding Specialist continues to support your clinic for 2 weeks, or for up to 4 weeks if your clinic migrated data from another system. During this time, they help you refine workflows, answer questions, and gain confidence using Digitail.

When this period ends, your clinic moves to our Support team, or to Customer Success for larger clinics.

Once onboarding is complete, you have several ways to get help and continue learning.

Click the chat icon in the lower right corner of Digitail for the fastest assistance

Our AI assistant, FIN, provides instant help for many common questions, allowing you to get answers quickly while more complex issues are routed to our support team.

FIN is the quickest way to get help inside Digitail. Following these guidelines helps FIN understand your question and provide accurate guidance.

When asking FIN a question, include:

I’m trying to create a new invoice in Billing > Invoices, but when I click Save, I get an error saying “Invalid billing code.”

Can you help me understand what’s causing this and how to save the invoice?

https://help.digitail.io/ for step-by-step guides and commonly asked questions

Full access is provided to the same Training Academy modules used throughout onboarding.

We recommend documenting key workflows, pairing Training Academy materials with Help Center resources, and using our AI support agent for quick answers to general questions.

Your team can continue learning and exploring features through our Help Center at
​https://help.digitail.io/

These resources support long-term success with Digitail.

Complete your Pre-Boarding Tasks first. These include a short checklist and a 20-minute setup video, and you can open them from the welcome email you received when your onboarding began. Once your Pre-Boarding Tasks are complete, you can schedule your kickoff call in your onboarding hub, My Digitail Journey.

Kickoff booking opens once an Onboarding Specialist has been assigned to your clinic, which can take a little time after your tasks are complete. This isn't an error, so there's no need to report it. Once your Onboarding Specialist is assigned, they'll reach out to you to schedule your kickoff call.

Your onboarding tasks are in My Digitail Journey, your onboarding hub. In Digitail, go to Administration and open My Digitail Journey.

Your Onboarding Specialist reviews your onboarding plan, confirms your clinic's goals and timeline, and maps out the steps to your go-live. They also confirm your main point of contact, your go-live date, and your setup needs, such as devices, printers, payments, and integrations.

Your Onboarding Specialist is your main point of contact during onboarding and through your post go-live period. They'll stay in touch by email and during your scheduled calls. If your Onboarding Specialist is away, or something needs attention sooner, you can email our onboarding team at onboarding@digitail.io. And for anything else, our Support team is always happy to help through the chat icon in the lower right corner of Digitail.

Your Onboarding Specialist supports your clinic for 2 weeks after go-live, or for up to 4 weeks if you migrated data from another system. After that, your questions go to our Support team, or to Customer Success for larger clinics.

Before go-live, your Onboarding Specialist works with you to confirm your users and permissions, schedules, and visit types, and to test label printing, payment terminals, and any lab integrations. For recommended printers and devices, see Hardware that works with Digitail.