This article gives practice staff ready-to-use language for introducing the Pet Owner Portal to clients at the moments when it's most relevant. Signage and emails raise awareness—but client registration occurs when staff mention the portal at the right time.
When to mention the portal
Use the trigger moments below as a quick reference. Each situation maps to a short script you can say naturally in conversation.
Lab results are ready
Checkout/discharge
Client calls for records
Confirming an appointment
New client intake
Vaccination/boarding request
Examples by situation
Use these examples when you have more time to explain the portal or when a client seems interested.
Lab results are ready (calling, emailing, or telling a client that results are in)
"Great news—your results are ready! We'll go over everything with you, and they're also saved in your portal so you can reference them any time. Have you had a chance to check out the portal yet? It's free and only takes a couple of minutes to set up!"
Checkout/discharge (client is checking out after a visit)
"You're all set! Everything from today—visit summary, any prescriptions, documents—will be saved in your portal so you can look back at it any time. Would you like me to text you the link? It's really easy to get started!"
Client calls for records (client needs vaccination records, visit summaries, etc.)
"Absolutely, I'm happy to help with that! And just so you know, we have a portal where all of your pet's records are available any time—nights, weekends, whenever you need them. Want me to send you the link? It's a real time-saver!"
Confirming an appointment (confirming an upcoming appointment by phone or text)
"You're all confirmed! By the way, we have a portal where you can view your upcoming appointments and confirm them at your convenience. Have you had a chance to check it out?"
New client intake (new client filling out paperwork or waiting for first visit)
"Welcome! While you're getting settled in, I wanted to let you know we have a free client portal—it gives you access to your pet's records any time, like lab results, vaccination history, and appointments. It's really easy to set up if you're interested!"
Vaccination/boarding request (client asks for proof of vaccination for boarding, travel, or grooming)
"Of course, let me grab those for you! And for next time—we have a portal where your vaccination records are always available. You can pull them up right on your phone as the boarder, which is super convenient. Want me to show you how to get set up?"
If a client asks: "What is the portal?"
Here's a reliable answer:
"It's a free website where you can see your pet's medical records any time—vaccination history, lab results, appointment info, all of it! It's really handy when you need records for boarding or travel, or if you just want to look something up after hours. It only takes a couple of minutes to set up and works on any device."
Still need help?
Contact Instinct support via live chat or at [email protected].