Consultations with your Veterinary Care Team

Requesting Consultations

To request a consultation, tap Request Consultation at the top of your home screen. If your vet practice allows you to select individual providers you will see your vet's name and photo. If you would rather start a consultation with a different veterinarian at that practice, please tap the pencil icon to the right of your provider and select from the list. If your vet practice has a more centralized team, you will see Medical Team and won't have the option to pick an individual provider at the onset.

If you do not have any credit card information saved, you will be asked to enter a credit card. You will not be charged until the end of the consultation and you will receive an estimate prior to any charges.

After selecting Request Consultation, pick which pet (if you have multiple) who will the subject of the consultation. You will then be prompted to answer two emergency triage questions. If you feel it is a life-threatening emergency, please call your veterinarian directly. Lastly, you will be asked to enter a brief summary of your concern. 

Video Consultations

Once you have requested your consultation, it will open up in a chat-based window. The consultation will also be visible under Active Consultations on your home screen. The first message within the chat screen will be your description from the consultation request. The video consultation will be started by the veterinarian and will not start immediately. You will hear back from the staff or veterinarian letting you know if a video consultation is appropriate, and if so, they will arrange a time that works for everyone.

If the consultation is scheduled later you will get a TeleTails notification on your phone or tablet when the veterinarian has started the video portion of the consultation. All you will have to do is tap Join Video Call. 

Adding Pack Members to Consultations

Once you have requested a consultation, you can easily add friends or family members to your consultations, as long as they are part of your pet's Pack. Learn more about joining a Pet Pack here.  To add Pack members, select the blue person icon on the top right corner of the consultation window and chose from the provided list. To see this in action, watch the video below.