Lupa's reminders system helps your practice stay on top of preventive care by automatically tracking when pets are due for vaccinations, parasite treatments, prescription refills, and other recurring health needs. Instead of relying on sticky notes or manual diary checks, reminders give your team a single, searchable view of what's coming up, what's overdue, and what's already been sent to clients.
💡 In short: Reminders track recurring health needs for individual pets, while Reminder Types define the timing, content, and notification rules that those reminders follow.
Two Key Concepts
Lupa's reminders are built around two layers that work together:
Concept | What it is |
Reminder Type | A reusable template that defines the rules for a category of reminder — its name (e.g. "Annual Booster"), how often it recurs (e.g. every 12 months), how many days before the due date to notify the client, and what the email or SMS message says. You create these once and they apply across all pets. |
Scheduled Reminder | An individual reminder attached to a specific pet. It tracks that pet's next due date for a particular reminder type. Reminders can be created manually by staff, or set automatically through automations when products or services are invoiced. |
Think of Reminder Types as the blueprint and individual Reminders as the instances — one "Annual Booster" reminder type might generate hundreds of individual reminders across all the pets in your practice.
Where to Find Reminders
You can access reminders from two places in Lupa:
From the top navigation
Click Reminders in the top navigation bar (or navigate to the Client Comms section and select the Reminders tab). This opens the Reminders page with two tabs:
Reminder Types — view and manage the templates that define your reminder categories
Reminders — search, filter, and manage individual pet reminders across your practice
From Company Admin
Practice managers and administrators can also access reminders from Admin > Reminders. This provides the same two-tab layout but at the company level, showing reminders across all locations in a multi-site practice.
The Reminders Tab
The Reminders tab shows a searchable table of every active pet reminder across your practice. Each row shows the pet, their owner, the reminder type, the due date, and when a notification was last sent. If your practice has more than one location, a Primary Store column also appears, showing which store each client belongs to.
From this table you can:
Filter by reminder type, due date range, client/pet name, or — in multi-site practices — Primary Store
Sort by any column to find overdue reminders or upcoming ones
View details by clicking a reminder row to see the communication history
Cancel a reminder if it is no longer needed
Bulk cancel multiple reminders by selecting them with the checkboxes
Download CSV to export reminder data for reporting (the export includes the Primary Store for multi-site practices)
How Reminders Get Created
Reminders reach individual pets in three ways:
Method | How it works |
Automations | The most common approach. When a product or service is invoiced (e.g. a vaccination is administered), an automation rule automatically sets the next due date for the corresponding reminder type on that pet. This is configured in Admin > Settings > Automations. |
Manually by staff | Staff can add a reminder directly from a pet's record or from an appointment. This is useful for one-off situations or pets with non-standard schedules. |
During appointments | When completing an appointment, staff can set follow-up reminders for the pet as part of the appointment workflow. |
How Notifications Are Sent
When a pet's reminder due date approaches, Lupa automatically sends notifications to the client based on the reminder type's settings:
Before the due date — An email (and optionally SMS) is sent the configured number of days before the reminder is due, prompting the client to book an appointment
After the due date (if missed) — If the "Remind if missed" setting is enabled, a follow-up notification is sent after the due date passes without the reminder being completed The content of these notifications is defined in the reminder type's email and SMS templates, which can include personalised placeholders like the pet's name, the reminder name, and a booking link.
Tips
✅ Getting the most from reminders:
Set up automations so reminders are created automatically when treatments are invoiced — this removes the manual step and ensures nothing is missed
Review the Reminders tab weekly to catch any overdue items that haven't generated a booking
Use meaningful names for reminder types (e.g. "Lepto Booster" rather than "Vaccine 2") so clients understand what they're being reminded about
Enable the "Remind if missed" setting for critical preventive care like vaccinations
Export the reminders list as CSV for monthly compliance reporting or practice review meetings
Frequently Asked Questions
What is the difference between reminders and campaigns?
What is the difference between reminders and campaigns?
Reminders are automated, recurring notifications tied to a specific pet's health schedule — they're triggered by due dates and clinical activity. Campaigns are one-off or targeted marketing messages sent to groups of clients (e.g. a promotion, a seasonal parasite alert, or a practice update). Use reminders for ongoing preventive care; use campaigns for broader communications.
Can a pet have multiple active reminders?
Can a pet have multiple active reminders?
Yes. A pet can have one active reminder per reminder type. For example, a dog might have an "Annual Booster" reminder, a "Flea & Tick Treatment" reminder, and a "Prescription Refill" reminder all active at the same time, each with its own due date.</details>
**What happens when a reminder is completed?**
When the product or service linked to the reminder is invoiced again, the automation sets the next due date based on the reminder type's interval. The previous reminder event is marked as completed and a new upcoming event is created.
Can I stop reminders for a specific pet?
Can I stop reminders for a specific pet?
Yes. You can cancel individual reminders from the Reminders tab or from the pet's record. Cancelling removes the active due date — the pet will not receive further notifications for that reminder type unless a new reminder is set (manually or via automation).
Do reminders work across multiple locations?
Do reminders work across multiple locations?
Reminder types are created at the company level and shared across all locations. The Reminders tab — whether you reach it from the top navigation or from Admin > Reminders — shows reminders for all locations in your practice. In a multi-site practice, use the Primary Store filter to narrow the list down to clients belonging to a specific location.
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