You can send or log conversations with your clients within the Timeline of the Patients Health Card. Staff have the ability to:
log phone calls
log other interactions
To send or log a client communication and/or view the prior communications:
Navigate to the Patients Health Card
Scroll down to the Timeline
Select the "Client Communications" button from the available options to view the current communications
To log a new communications, click on the "+Add new" button to the right on the timeline section
When the fly-out menu opens, scroll down to "Add Communication" and select the method of your choosing
Once you have selected the communication method, you will be presented with a pop-up window, which will give you the option to complete the communication and even change the method after making the prior selection.
For both the "Send Email" as well as the "Send Text Message" options, you will have the opportunity to use Tails AI Assistant for your communications to your clients. Tails will draft a message for you based on the topic and instructions that you provide.
For all communication methods, you can either manually enter the information or you can use the Tails "Smart Summarization" feature which will allow you to dictate notes instead of typing them out. Taking this a step further, you also have the ability to record your entire phone call and have a summary automatically generated with Tails, your AI Assistant.
🆕 Your communication logs can include rich text formatting, such as bold, italic, links, checkboxes, lists, tables and more. This makes your communication clearer and easier to read — ensuring important details stand out and nothing gets missed.
Whether it is an email, SMS, phone call or another type of interaction, you can see the whole history at a glance, in the patient's Timeline.
Associate Communications with Multiple Pets
You can create a new Communication Log and assign it to multiple pets of the same owner. The Communication Log/Update will be displayed in each patient's timeline.
Connect Client Communciations to Medical Records
You can now associate client communications (emails, texts, phone calls, or other logs) with a pet’s medical record. This makes it easy to track discussions with clients or referrals, keeping all important details linked to the case. When sharing or downloading a medical record summary, you also have the option to include these communication logs for a full overview.
Save Chat Discussions to the Patient's Timeline
This workflow is designed to help you quickly capture and centralize important conversations with Pet Parents — especially when discussions span multiple days or involve updates across several messages. You can save chat discussions to the Client Communications timeline directly from the Chat page.
To use this workflow, you only need access to Chat and Client Communications.
Before generating a summary, Tails automatically selects the past 3 days as the default date range. You can adjust this to any custom time frame based on the conversation you want to capture.
When saving the Client Communication, make sure you associate it with the correct Patient — or multiple Patients if the discussion involved more than one.
1. Open the Chat page
Go to Chat to review your conversation history with the Pet Parent.
2. Generate a Tails summary
Use Tails AI to summarize the discussion.
The default period is the past 3 days, but you can adjust the date range to cover longer conversations or multi-day updates.
Tails will create a clear, medically-useful summary that you can edit as needed.
☝️ Note: This workflow requires the Tails Assistant add-on, since the summary is generated through Tails.
3. Review and edit the summary
Before saving, you can refine the AI-generated text to ensure it accurately reflects the case details, timeline, and any clinical recommendations.
4. Save to Client Communications
Click Create Client Communication to save the summary to the Client Communications timeline.
Make sure to associate the communication with the correct Patient — or multiple Patients, if relevant.
All chat-based client communications appear alongside emails, phone logs, and other interactions, giving you a complete view of the Pet Parent’s history.
