FAQs: Vello client engagement for Cornerstone

Practices should be on the most recent version of Cornerstone, including all available patches, for the best integration experience with Vello for Cornerstone. If not already installed, an IDEXX team member will contact the practice to apply the integration software (IDEXX DataPoint) to the Cornerstone server.

Google Chrome is the recommended browser for Vello.

Users must have a MyIDEXX account with Admin permissions to access and manage Vello settings.

Standard users must have a MyIDEXX account to view and manage Unconfirmed Appointments and/or 2-way text with clients. Standard users must be invited to Vello by the admin. Manage your user list within the Vello Settings page.

• To access Vello settings:
  • Go to mycornerstone.idexx.com.
  • Log in with your MyIDEXX username and password.
  • Click Open on the Vello tile. Your Vello settings will open in another tab.
    
    Note: MyIDEXX Admin permissions are required to access Vello settings. 
• To access and manage the Vello Inbox (including 2-way texting and unconfirmed appointments)
  • Go to practice.vello.idexx.com.
  • Log in with your MyIDEXX username and password.
    Note: The Vello Inbox can be accessed by any user, regardless of permissions. You must be invited by your MyIDEXX Admin to access your practice’s Vello Inbox. 

The primary practice contact for Vello will receive an email invitation to activate the Vello account. After submitting a form confirming the practice details and approving the Vello account activation, account setup will start happening behind-the-scenes.

Once your account setup is complete, typically within minutes, the primary practice contact will receive an email confirming that the Vello setup is complete and Vello client communication settings are ready for review.

Automated appointment and medical service reminder communications are enabled by default. To review, access Vello settings from mycornerstone.idexx.com and log in with your MyIDEXX username and password.

Vello automated communications are sent by:

• SMS text message to the client’s primary phone number on the client record in Cornerstone.
• Email to the client’s email address saved in the Email field in the client record in Cornerstone.

To learn more, review related resources in Vello’s Help Me menu.

No. Only eligible appointments on the Appointment Scheduler will receive automated appointment confirmations.

No. Automated communications (appointment and medical service reminders) will only be created for and sent to active clients and patients.

Automated communications, including appointment and medical service reminders, can be viewed in Cornerstone in the following areas.

• Activities > Communications Log
• On the Patient Clipboard
  • Communications tab in the Client Information area
    
  • Patient Information tab In the Patient area
  • Summary tab in the Patient History area
    
  • Text tab in the Patient History area

Yes. When an appointment confirms their appointment and/or indicates they are interested in diagnostic screening (if applicable to the appointment type), the appointment will be updated in real-time on the Appointment Scheduler in Cornerstone.

When a client initiates a 2-way text with the practice, the new text thread will be added to the client and patient records in Cornerstone. Reply to clients and complete conversations from the Vello Inbox Client Communications page at practice.vello.idexx.com.

Yes. Appointment notes are updated when clients indicate they are interested in diagnostic screening for applicable appointments.

Appointment confirmations by SMS or email are updated in real-time in Cornerstone and will be displayed in all relevant places in Cornerstone. On the Appointment Scheduler, the appointment will be updated to confirmed by staff ID “VELLO”.

To view the Unconfirmed Appointments page, go to practice.vello.idexx.com and log in with your MyIDEXX username and password.

Any user, regardless of permissions, can access the Vello Inbox.
Note: You must be invited by your practice’s MyIDEXX Admin to access your practice’s Vello Inbox.

Yes. You can manually confirm appointments directly from the Unconfirmed Appointments page if needed. The appointments will automatically be updated to Confirmed in your Cornerstone Appointment Scheduler.

A client may not receive automated communications due to created/updated date or if there is missing or incorrectly formatted information. Automated communications will send based on information in Cornerstone as of end of the previous business day.

Review and adjust your Vello settings, as needed:

• Ensure Medical Service Reminders and Appointment Communications are enabled.
  
• Review Medical Service Reminder exclusions for client classifications and invoice items.
  
• Review Pre-Appointment Communications and ensure desired reasons for visit are set to send communications.
  

Review and update the following in Cornerstone, as needed:

• Ensure the client and patient are both in an “active” status.
• Ensure the client’s mobile phone number is marked as “primary”.
  
• Ensure the client’s mobile phone number and/or email address are properly formatted.

The Preventive Screening interest will only display for wellness appointment types your practice set up in your Vello customization settings.

The diagnostic screening note will only display if the client has expressed their interest when confirming or viewing appointment details. This option will only be presented to clients if it has been configured for that appointment type in Pre-Appointment Communications.

Note: Not all wellness appointment types may be set up to include the Preventive Screening. Review your Vello Settings at mycornerstone.idexx.com (MyIDEXX admin access required).

Please reach out to Customer Technical Support: 1-800-695-2877