Messaging
Send messages to your care team and get replies without a phone call.
Portal messages are not monitored 24/7. If your pet is in distress, vomiting, collapsed, or showing any sign of an emergency, call your care team or an emergency animal hospital directly. Do not rely on the portal for urgent situations.
Portal messaging lets you send non-urgent questions to your care team (refill requests, appointment questions, general care queries) and receive replies when a staff member is available.
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Go to Messages
Click Messages in the portal navigation. You'll see your full message history with your care team.
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Start a new message
Click New message. Add a subject (optional) and type your question or request, then click Send. To ask about a specific pet instead, such as a health update or a correction to their profile, open that pet's page and send it from there. Your clinic will see which pet it's about.
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Wait for a reply
You'll receive an email notification when your care team replies. Return to the Messages tab to read the reply and continue the conversation.
Response times
Response times vary by clinic. Most clinics reply within one business day. If you haven't heard back within 48 hours and your question is time-sensitive, call your care team directly.
FAQ
Yes. Messages are sent over HTTPS and are only visible to you and authorized clinic staff. They are stored in Chartling's secure database alongside your pet's health records.
Photo and file attachments are not currently supported in portal messages. If you need to share a photo with your care team (a skin condition, an injury), call your care team or send it to their email address directly.
You'll receive an email at the address on your account when a new reply arrives. You can adjust notification settings under Account settings → Notifications.
Text replies go straight to your care team's staff inbox rather than into your own portal message thread. Your care team sees and answers them from their side. If you'd rather have everything in one place, use the portal's Messages tab instead.