Messaging
Send messages to the clinic 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 the clinic 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 clinic — 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 the clinic.
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Start a new message
Click New message. Select the pet the message is about (if applicable) and type your question or request. Click Send.
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Wait for a reply
You'll receive an email notification when the clinic 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 the clinic 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 clinic (a skin condition, an injury), call the clinic 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.
If your clinic uses Chartling SMS and has a dedicated number (not the shared number), replies to their SMS messages will appear in your portal inbox. If the clinic uses a shared number, SMS replies are not supported and you'll need to use the portal message thread instead.