See It. Hear It. Chat About It.
Or Connect on Your Own Time.
+ ASYNCHRONOUS CHAT
Four communication modes. One connected platform.
Platform Overview
Four ways to connect. One continuous veterinary care experience.
Live video calls. Live audio calls. Real-time text chat. And asynchronous chat.
Our veterinary teleconsultation platform brings synchronous and asynchronous care into a single digital service, connecting the pet-owner journey with veterinarian availability, online payments, consultation management, and structured clinical documentation, including AI-assisted reporting for text-based consultations. From the first request for veterinary advice to the completed report, the consultation remains associated with the relevant patient and the wider EHR environment.
A central differentiator is the ability to offer four communication modalities within one configurable consultation framework. Services can be tailored by permitted communication channel, assigned veterinarians, booking model, price, pre-consultation questionnaire, and clinical record structure. This allows partners to define distinct remote-care services without treating each communication channel as an isolated workflow.
Features at a Glance
- Four Communication Modes: Live video, live audio, real-time text chat, and asynchronous chat, with the available options configured by consultation type.
- Messaging and Media Sharing: Text, images, and video clips can be exchanged during any supported consultation mode.
- Instant and Scheduled Consultations: Online-paid, on-demand consultations with a virtual waiting room, or future bookings matched to veterinarian availability.
- Pet-Owner Portal and Consultation Journey: Consultation selection, booking, online payment, access to remote care, and review of completed reports.
- Whiteboard and Consultation Status: Configurable columns showing consultations awaiting a veterinarian, in progress, or completed.
- Paid teleconsultations are processed through online payment, with configurable pricing to accommodate different service offerings and business requirements. Promotional codes can be used to apply discounts or provide eligible consultations free of charge. The platform also supports refunds in the event of an unsuccessful call, providing additional flexibility in managing payments.
- Pre-Consultation Questionnaires: Optional, configurable questionnaires assigned to particular consultation types and visible to the veterinarian in advance.
- AI-Assisted Consultation Reports: Prompt-configured generation of editable clinical report drafts from live-chat and asynchronous-chat transcripts.
- Clinical Documentation and Patient History: Configurable EHR records created after consultations, linked to the relevant patient and available to the pet owner.
- Consultation Records and Search: Advanced search and filtering across completed consultation records.
- Android and iOS Mobile Applications: The same four communication modes available through mobile applications and the web portal.
- Platform Configuration and Customization: Service-specific communication channels, veterinarian assignments, scheduling, pricing, questionnaires, AI report prompts, EHR widgets, and Whiteboard stages.
Four Communication Modes
The platform supports a unified, multimodal teleconsultation experience while preserving the differences between real-time interaction and communication that can take place over a longer period:
- Live Video Calls: Real-time, face-to-face communication between veterinarian and pet owner.
- Live Audio Calls: Real-time voice consultations without a video stream.
- Real-Time Text Chat: Synchronous messaging with both participants present during the consultation.
- Asynchronous Chat: A pet-owner-initiated conversation in which the veterinarian can respond later; the participants do not need to be online simultaneously. If a visual assessment becomes appropriate, the veterinarian can request a video consultation from within the ongoing chat.
Asynchronous chat is an especially flexible service option: it extends remote veterinary communication beyond live appointment windows while remaining part of the same consultation framework. The communication modes made available to pet owners are defined for each consultation type.
Messaging and Media Sharing
Text and multimedia exchange are supported across all four consultation modes. Veterinarians and pet owners can send messages, photographs, and video recordings, whether as part of an ongoing video or audio call or within a text-based conversation. This makes it possible to share relevant visual information and supplementary details alongside the consultation.
Instant and Scheduled Consultations
The platform supports two access models for live remote care. With an instant, on-demand consultation, a pet owner completes the applicable online payment and enters a virtual waiting room. If no veterinarian is immediately available, the owner remains in the queue until a veterinarian responds.
With a scheduled teleconsultation, the pet owner selects a future appointment from the availability of veterinarians assigned to that consultation type. This connects remote-care booking to the practice's staff allocation and scheduling arrangements. Asynchronous chat provides an additional route for consultations that do not depend on both participants being present at the same time.
Pet-Owner Portal and Consultation Journey
The client-facing web portal provides the entry point for remote veterinary services. Pet owners can select the consultation they need, choose from the enabled communication modes, complete the applicable booking and payment steps, and take part in the consultation through the appropriate channel.
After completion, the consultation report becomes available in the pet-owner portal. Owners can review previous records and the veterinarian's notes, creating a visible history of care for the animal beyond the individual interaction.
Whiteboard and Consultation Status
The Whiteboard provides an operational view of remote consultation activity. Consultations appear in configurable columns according to their current status—for example, awaiting a veterinarian, in progress, or completed. This gives veterinary teams a clear picture of the active consultation queue and supports coordination across the stages of the service workflow.
Online Payments, Promotions, and Refunds
Paid teleconsultations are processed through online payment. Prices can be configured by communication mode, allowing different charges for, for example, a video consultation and a text-based service. Promotional codes can apply discounts or make an eligible consultation free of charge.
The platform also supports a refund option when a call is unsuccessful. This is described as an available financial workflow, without assuming that refunds are automatic or subject to a particular approval process.
Pre-Consultation Questionnaires
Veterinarians can create configurable clinical questionnaires and assign them to particular consultation types. Questionnaires are optional, so the practice can introduce them only where advance assessment would be useful.
Answers can capture the owner's observations about symptoms, history, or the animal's current condition. The veterinarian can review submitted information before the consultation begins, providing additional clinical context and helping make the interaction more focused.
AI-Assisted Consultation Reports
For real-time text chat and asynchronous chat, the platform offers AI-assisted clinical report generation based on the conversation transcript. Using a configurable prompt, the system identifies relevant information from the exchange and produces a draft report, reducing the time needed to document the consultation manually.
The generated report remains fully editable: the veterinarian can review, refine, and complete the content before the clinical record is finalized. AI therefore supports the documentation workflow without replacing the veterinarian's clinical assessment.
Clinical Documentation and Patient History
Teleconsultations use the same configurable EHR record framework as the veterinary practice-management portal. Remote and in-clinic care therefore share a structured approach to clinical documentation rather than requiring separate record formats for each communication mode.
Consultation-specific records can include clinical notes, predefined diagnoses, recommendations, products and services, documents, reminders, and other relevant widgets according to the chosen configuration. For text-based consultations, an AI-generated draft can also be reviewed and edited as part of the reporting workflow. After a consultation is completed, its record is saved against the patient and becomes part of that patient's longitudinal medical history. The pet owner can also access the completed report and the veterinarian's notes through the client portal.
Consultation Records and Search
Veterinary staff can review completed teleconsultations through a dedicated record list with advanced search and filtering. This provides efficient access to earlier cases and their documented outcomes, even as consultation volumes grow, without requiring staff to search individual patient profiles manually.
Android and iOS Mobile Applications
The web experience is complemented by Android and iOS applications. Both mobile platforms support all four consultation modes—live video, live audio, real-time text chat, and asynchronous chat—giving pet owners access to the same supported communication options away from a desktop browser.
Platform Configuration and Customization
The teleconsultation offering is service-configurable: a practice can define how a particular type of remote care is accessed, which veterinarian provides it, how it is priced, what information is collected beforehand, and how the consultation is clinically documented. The main configuration areas are outlined below.
1. Consultation Types and Communication Channels
Choose which of the four communication modalities is available for a given consultation type. A service may be configured for video and audio, for text-based care, or for another combination of supported channels. Clients see only the communication options enabled for that service.
2. Veterinarian Assignment and Availability
Specify which veterinarians provide each consultation type. Scheduled bookings follow the corresponding veterinarian's availability, while applicable services may also be offered through the instant-consultation waiting-room workflow.
3. Pricing and Promotional Options
Set communication-specific prices and use promo codes for reduced-price or free eligible consultations. This supports different commercial offerings within the same teleconsultation framework.
4. Pre-Consultation Questionnaires
Create and assign optional clinical questionnaires to selected consultation types. Veterinarians can review submitted answers before the consultation, and services that do not require advance questions can operate without them.
5. AI Report Generation Prompts
Configure the prompt used to generate clinical report drafts from real-time or asynchronous chat transcripts. This allows the report-generation instructions to be aligned with the information considered relevant to the service. The resulting text remains editable by the veterinarian.
6. Clinical Record Content and Widgets
Configure each consultation's record structure, field labels, and clinical widgets, using the EHR platform's broader record model. Supported content can include clinical notes, diagnoses, documents, products and services, recommendations, and reminders where relevant. The clinical report can therefore reflect the purpose of the consultation while maintaining a consistent patient record.
7. Whiteboard Workflow Configuration
Adapt the Whiteboard columns to the stages used in the remote-care process, such as waiting, in progress, and completed, giving the veterinary team an operational view suited to its service workflow.
Collaboration Context
For a prospective partner, the platform provides a connected remote-care delivery model: four communication modalities, flexible access through instant or scheduled consultations, online payment, configurable service definitions, operational queue visibility, structured EHR documentation, and AI-assisted report drafting for text-based consultations. The combination of synchronous and asynchronous communication within one clinical workflow is a particularly relevant capability for organizations designing varied veterinary service offerings.
The broader Smartnet veterinary product portfolio is publicly positioned as a white-label SaaS offering. Partner-specific service models, branding, integrations, operational policies, and commercial arrangements are scoped separately. The platform's flexible architecture and configurable workflows provide a foundation for collaboration, allowing service models, branding, integrations, and operational requirements to be tailored to the needs of individual partners.