Vello: Automated communications and two-way messaging

You can view automated communications and two-way SMS messages created through Vello in the same areas in Cornerstone where you find all other SMS and email records.  You can also see the details when a client confirms an appointment through automated Vello communications. 

This article covers how to identify the different Vello communications in Cornerstone. 

Note: For more Vello resources, go to the Vello Knowledge Center.

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 by staff ID “VELLO” in Cornerstone. 

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

• Scheduled Appointments tab in the Patient Information area of the Patient Clipboard.
• Appointment details and the appointment window on the Cornerstone Appointment Scheduler.
• Applicable appointment reports available in Cornerstone.

When a client indicates interest 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.

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.

To access the Unconfirmed Appointments page:

1. Go to practice.vello.idexx.com
2. Log in with your MyIDEXX username and password.
3. The Unconfirmed Appointments dashboard is your default home page in Vello.
   Note: While the Unconfirmed Appointments dashboard is available to all users, regardless of permissions, you must first be invited by a MyIDEXX Admin of the Vello account.

To learn how to review and manage unconfirmed appointments in Vello, click the Help Me tab in Vello to locate and review the available resources. 

Open Vello 2-way SMS

To begin a new or continue an existing SMS conversation with a client:

1. Go to practice.vello.idexx.com.
2. Log in with your MyIDEXX username and password.
3. Click on the Text Messages & Requests tab in the menu on the left side.
   Note: While the Text Messages & Requests page is available to all users, regardless of permissions, you must first be invited by a MyIDEXX Admin of the Vello account.
   

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

Vello communications in Cornerstone

What’s included in Vello communications:

• 2-way SMS message conversations
• Automated appointment reminders
• Automated appointment confirmations
• Automated medical service reminders

View Vello communications in Cornerstone

Automated communications, including appointment and medical service reminders, can be viewed in Cornerstone in the areas noted below.
Note: If Vello is not reflected, ensure your Cornerstone is on version 9.5 or above, including all available patches, for the best Vello experience. If you are on Cornerstone version 9.5 or above and are not seeing Vello communications as noted below, click here to schedule your download for the latest available patch or click here to update to the latest available version of Cornerstone.

• 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

For 2-way SMS message conversations, the client areas noted above will include communication entries when a 2-way SMS conversation has been initiated and when it has been marked as complete in Vello. The conversation completed entry will only display in the patient areas noted above when a user makes the conversation as complete in Vello and selects to include the conversation in the patient record.

To view and respond to an SMS message in Vello when viewing a client or patient communication log in Cornerstone: 

1. Click the hyperlink of the SMS message thread you want to view.
2. Your browser will open to the Vello Text Messages & Requests page.
3. Review the existing SMS conversation or send a response as needed.
4. Click Mark as Done when the conversation is complete.
5. Select the client’s patient(s) to include the complete conversation in the patient record or select Skip to only include the complete conversation in the client record.

Resources

• FAQs: Vello client engagement for Cornerstone
• Overview: Vello client engagement
• Vello: Access Vello for Cornerstone