Important Note: The phone calling feature has a limit of one hour per phone call and a total of four hours per day. Please keep these restrictions in mind when using this feature.

Verifying your Clinic Phone Number for Caller ID
​
​To display your clinic’s phone number on Caller ID when calling clients, you must first verify the number.
​
Setting this up is fairly simple if your phone line rings directly through to a person. Simply pick up the phone when it rings and enter the validation code CoVet provides in the app.
​

If your clinic has a phone tree or auto-attendant, please follow these steps to verify your number:

Call your own phone number and determine the sequence of buttons a person needs to push to navigate the phone tree so it rings through to a real person. Pay close attention to the timing of pauses, and ideally take notes on all of this (they'll help in the next step).
​

Program the main phone line number into the primary text box when prompted to verify a number.

Then, use the "Ext" (extension) text box to program in the directions the automated call requires to navigate your phone tree so it can ring through and a real person can pick up - that is the end goal you're aiming for with this verification step.

Let's use two phone tree examples. Note that the one special character you may need here is a "w" - each "w" creates a 0.5 second pause, and you can use as many as you like.
​

Example 1:

If you want a caller to connect directly to your desk phone, have them dial your extension — for example, 535 — as soon as the automated phone tree answers.
​

In this case, enter 535 into the Ext box. These numbers will be dialed immediately once the call is picked up, causing your desk phone to ring.
​

Example 2:

If a caller needs to first press "1" for English, wait three seconds, and then press "0" for Reception:

Enter 1wwwwww0 into the Ext box.

If this doesn't work, try entering ww1wwwwww0 instead. Adding two w characters at the beginning inserts an extra pause, helping ensure that the system correctly registers the initial "1."
​

Once you have your number (and extension string, if required) programmed you'll have to enter a label for this phone number. I most cases it will be "Main Clinic Number" or something to that effect. Click "Save" and a call will be initiated.
​
A verification code will also be displayed on your screen within CoVet. Once the automated call that was just initiated rings through and is picked up by a person they will need to enter that verification code into the phone. They should then hear an automated message telling them the verification was successful.
​
Now that you have a verified Caller ID number you can now use the In-App calling feature as outlined in the video below!
​

If someone on your team has already verified the clinic phone number
​

You will still need to enter the number to use it as a verified Caller ID number, but you will not receive a phone call and you will not have to enter a verification code. CoVet will automatically recognize the number has been previously verified by your teammate and it will immediately become available to you.
​
​Note, you and your teammate need to be on the same team within CoVet for this to work. If you are looking to deploy a validated phone number across a larger clinic with multiple teams, please contact [email protected] for help.

Important note about recording consent:
​

When the call is connected on the client end they will hear an automated message that tells them they are being connected to a veterinarian and also advises them the call will be recorded.
​

In-app calling works for calls anywhere within your country, but international calls are not possible.

Tip: Keep your message short, clear, and professional.
​
For example: “Hi, this is Dr. Smith calling through CoVet. This call may be recorded so I can accurately summarize our conversation and include the details in your pet’s medical record.”