How do I use CoVet to summarize a phone call with a client?
Using CoVet's in-app calling feature is the easiest and most convenient way to record and summarize a phone call, but this article also details some alternative methods.
In this article:
- Using the in-app calling feature to dial a client directly from CoVet
- Summarizing a phone call (or in-person communication) without the in-app calling feature
Using the in-app calling feature to dial a client directly from CoVet
The in-app calling feature in CoVet lets you call clients directly from the platform, offering several key advantages over traditional methods:
- Secure, Professional Communication – Calls are made over a secure line, and you can display your clinic’s phone number on Caller ID, keeping your personal number private.
- Automatic Call Recording – Both sides of the conversation are seamlessly recorded, ensuring no important details are lost.
- Instant Case Integration – Once the call ends, the recording is automatically attached to the relevant CoVet case for easy reference.
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. For this example let's say you need to press "1" for English and then "0" for reception.
- Program the main phone line number into the text box when prompted to validate a number. In this example, you will also want to put "10" in the text box labeled for an extension.
- When CoVet calls your number it will pause for 3 seconds, and then dial the first number in the extension box (in this case "1" for English). It will then pause another 3 seconds and dial the second number in the extension box (in this case "0" for reception). This should successfully navigate the phone tree and result in the call ringing through to where you can pick it up and enter the validation code. Note, this should work equally well if you are prompted to enter "1" and then "0" sequentially, or if you are trying to immediately dial "10" as a multi-digit extension. You enter these the same way in CoVet and both will work equally well
If someone on your team has already verified the clinic phone number
You will still need to enter the number to validate it, but you will not receive a phone call and you will not have to enter a validation code. CoVet will automatically recognize the number has been previously validated 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 support@co.vet for help.
Watch the video below to see the complete workflow from end to end, including:
- Verifying the caller ID number
- Connecting and recording the call
- Generating a document from the recorded call
- Changing phone settings
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.
Summarizing a phone call (or in-person communication) without the in-app calling feature
If you are unable to, or choose not to use the in-app calling feature there are still a few different ways to record phone calls and other client communications. The general process is the same you would use for a typical consultation, but you'll want to use a specific template and a couple of tricks.
Please see the video below for full details on completing this process without the in-app calling feature: