The Lupa app includes built-in messaging so you can communicate directly with your veterinary clinic — ask follow-up questions after an appointment, share a photo of a wound that's not healing right, request a prescription refill, or ask about your pet's test results. No phone call needed, and the full conversation history is preserved.
💡 In short: Tap the inbox icon on the home screen or Message Clinic from an appointment to start a conversation. Send text and photos, and you'll get a push notification when your clinic replies.
Where to Find Messages
You can access clinic messaging from two places:
Entry point | How to get there |
Inbox icon (home screen) | Tap the envelope/inbox icon at the top of the home screen. A badge shows when you have unread messages. |
Message Clinic (from appointment) | Open any appointment in the Appointments tab and tap Message Clinic in the action buttons. This opens or creates a conversation with that clinic. |
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📍 Messaging must be enabled by your clinic. If you don't see the inbox icon or the Message Clinic button, your clinic hasn't turned on chat. Contact them by phone instead.
Starting a Conversation
Tap the inbox icon on the home screen, or tap Message Clinic from an appointment
If you have conversations with multiple clinics, select the one you want to message
Type your message in the text field at the bottom
Tap Send Your clinic's team will see the message and respond during their business hours.
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What You Can Send
Content type | How to send | Best for |
Text messages | Type in the message field and tap Send | Questions, follow-ups, prescription refill requests, appointment queries |
Photos | Tap the camera or attachment icon | Showing a wound, skin condition, swelling, rash, or recovery progress |
💡 Be specific when describing symptoms. "Bella has been limping on her front right leg since yesterday morning" is much more helpful than "my dog is unwell." Include when it started, which body part is affected, and whether it's getting better or worse.
When to Use Chat vs. Calling
Use chat for | Call for |
Non-urgent questions about your pet's health | Emergencies — pet in distress, not breathing, heavy bleeding |
Follow-up after an appointment | Urgent health concerns that need immediate attention |
Requesting a prescription refill | Time-sensitive issues — possible poisoning, escape, accident |
Sharing photos for the vet to review | Anything that can't wait for a response |
Asking about test results | Same-day appointment changes |
Requesting a reschedule or cancellation |
⚠️ Chat is not for emergencies. If your pet needs urgent care, always call the clinic or go to an emergency vet. Chat responses can take minutes to hours depending on how busy the clinic is.
Response Times
Response times depend on your clinic's availability and workload
Most clinics respond during business hours (e.g. 8am–6pm weekdays)
Messages sent outside hours will be seen when the clinic opens next
You'll receive a push notification when the clinic responds
Some clinics may have a chat availability schedule — if so, you'll see their hours in the app
Viewing Past Conversations
All conversations are preserved in your inbox:
Scroll back through the history to reference previous messages
Each conversation is with a specific clinic — if you're linked to multiple clinics, each has its own thread
Messages you've sent and received are all visible
Chat vs. Jerry (AI Vet Assistant)
The Lupa app has two types of chat:
Feature | What it is |
Clinic messaging | Direct messages to and from your vet clinic's team. Found via the inbox icon or Message Clinic button. Real people respond. |
Jerry (AI assistant) | Lupa's AI vet assistant for general pet health questions. Found in the Chat tab at the bottom of the app. Responds instantly with general guidance — not a substitute for veterinary advice. |
Tips
✅ Make the most of clinic messaging:
Be specific — include your pet's name, which body part or symptom you're asking about, and when it started
Include photos when describing physical symptoms — a picture helps your vet assess the situation faster
Don't expect instant replies — unlike a phone call, chat responses may take minutes to hours depending on clinic workload
Use chat for follow-ups after appointments — "How should I give the medication?" or "The swelling hasn't gone down yet" are perfect for chat
Enable push notifications so you see responses as soon as they arrive
Check the inbox regularly — your clinic may message you proactively with test results, reminders, or follow-up instructions
Frequently Asked Questions
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<summary>Can I message any clinic or only my linked ones?</summary>
</details> </details> You can only message clinics you're linked to in the app and that have chat enabled. If you need to contact a clinic you're not linked to, use their phone number from the Stores tab. </details> \
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<summary>Will my vet see the photos I send?</summary>
</details> </details> Yes. Photos you send appear in the conversation and are visible to the clinic team. They're a useful way to show symptoms, recovery progress, or anything else the vet should see. </details> \
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<summary>Can I delete messages?</summary>
</details> </details> No — messages cannot be deleted once sent. This preserves a complete record of your communication with the clinic, which is useful for both you and the practice. </details> \
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<summary>What if my clinic doesn't have chat enabled?</summary>
</details> </details> If you don't see the inbox icon or the Message Clinic button, your clinic hasn't enabled messaging in the app. You'll need to call or email them directly. Their contact details are available in the Stores tab. </details> \
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<summary>Is my chat private?</summary>
</details> </details> Yes. Your conversations are between you and your clinic. Other pet owners cannot see your messages. The clinic team may have multiple staff members who can read and respond. </details> \
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<summary>Can I use chat to book an appointment?</summary>
</details> </details> You can ask about availability via chat, but for the fastest booking experience use the dedicated booking flow — tap Book Appointment from the home screen or browse services in the Stores tab. </details>
Troubleshooting
Problem | Solution |
Can't find the messaging feature | Your clinic may not have chat enabled. Check for the inbox icon on the home screen. If it's not there, your clinic doesn't use in-app messaging — call them instead. |
Messages not sending | Check your internet connection (Wi-Fi or mobile data). Try closing and reopening the app. If the issue persists, check if the clinic has messaging enabled. |
No response from clinic | Clinics respond during business hours. Messages sent outside hours will be read when they open. For urgent matters, call the clinic directly. |
Push notifications not arriving for new messages | Go to your phone's Settings > Lupa > Notifications and make sure message notifications are enabled. Also check Do Not Disturb isn't active. |
Can't attach photos | Make sure Lupa has permission to access your camera and photo library. Go to your phone's Settings > Lupa and enable camera and photos access. |