How to set up Customer Radar in ezyVet

The Customer Radar integration with ezyVet enables your clinic to gather private feedback and grow your Google Reviews and online reputation with a validated customer score.

Follow this guide to get started. Once you have completed the two steps below, ezyVet with Customer Radar will automatically invite your clients to give your clinic feedback one hour after their appointments.

There are two easy steps: (it only takes a couple of minutes!)

Step 1: Enable the Customer Radar Integration in ezyVet
Step 2: Fill in the Customer Radar set-up form

General FAQs
Customer Radar Dashboard FAQs
Technical FAQs
Email 'from' info

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Step 1: Enable the Customer Radar integration in ezyVet

First, you need to enable the Customer Radar integration from within ezyVet. 
1. Login to ezyVet with an admin user
2. Click Admin tab
3. Select Integration from the drop-down box on the left of the screen 


 

4. In the Integration search box on the right, type API Partner

 

5. Underneath, click the Partner dropdown
6. Scroll down and select Customer Radar
7. Click the yellow save button above


 

8. When the page loads, under Scopes, click Select All

 

9. When all scopes are selected, click save at the top of the page
10. Click Download Credentials. This will download a file named credentials-api.txt to your computer. You will use this to fill in the Customer Radar set-up form in Step 2.

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Step 2: Fill in the Customer Radar set-up form

After downloading the credentials file from ezyVet (from Step 1 above), go to www.myfeedback.fyi/ezyvet

1. Fill out the form and upload the credentials-api.txt file you downloaded in Step 1

2. Select clinics 
Select all or the individual clinics you want to set up with Customer Radar

3. Connect Google Review locations to your clinic/s

If a Google Review location cannot be found automatically, click the Not Found message and use the search function to find the right Google Review location

4. Upload clinic logo(s) - optional
Use either one logo for all locations or unique logos for each location
Skip this step if logos are not easily available as these can be added after set-up.

5. Select appointment types
This determines which appointment types will send a feedback invitation
We recommend selecting types that the majority of your appointments use.

6. Deceased animals
Choose whether to send to appointments where an animal has been marked deceased

If you click No: customers who have had an appointment where the animal has been marked deceased will not be sent a feedback invitation.

If you click Yes: customers who have had an appointment where the animal has been marked deceased will be sent a feedback invitation.

• After selecting Yes you will then choose how long after the appointment (where an animal has been marked deceased) the feedback invitation should be sent. This can be anytime from 1 day onwards.

7. Select appointment statuses
This determines which appointment statuses will send a feedback invitation 
We recommend selecting Completed and Departed, or the final status used for your appointments

8. Select the sender feedback is sent from
Every email from ezyVet must be sent from a user. You can set one user for all your clinics, or a user for each clinic. For more information on which sender to choose, click here. 

9. Select the time zone for your clinic/s
If you have clinics in multiple time zones, select the correct time zone for each clinic.

Single time zone:

Multiple time zones:

10. Check the box to agree to the terms of service and then click the Start gathering feedback button

🎉 You are done! After clicking the start button you will receive a welcome email from Customer Radar with info on how to login to your Customer Radar dashboard.

Your clients will be automatically sent an email or SMS inviting them to provide their feedback one hour after their appointments.
If you would like to change the timing of the email or SMS, contact us by clicking here.

Below are examples of what the email and SMS look like. Your logo and clinic name will be swapped out:

Email

SMS
Sent from your clinics ezyVet SMS number

Need help or have questions?
Check out the frequently asked questions below or if you need anything you can contact the Customer Radar support team at [e-mail]

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Frequently Asked Questions

How does the Customer Radar ezyVet integration work?
 

Can I change the one hour delay after an appointment to send a feedback invitation?
Yes, you can change the delay in Customer Radar. We recommend one hour so the experience from the appointment is fresh and provides more detail, but you may prefer a longer delay. Contact us here to change this setting.

Can I choose email or text message to ask clients for feedback?
By default, clients will be sent an email and if an email address is not available then a text message will be sent (ezyVet charges may apply).

In Customer Radar, you can change the setting to send a text or email first or use text only or email only.

If a client brings in two pets, will they be sent two feedback invitations?
No, Customer Radar checks if a client has already been sent a feedback message in the last 60 days before sending another one. If they have already been messaged within this period, they won't be sent another.
You can customise this time period to suit your clinic, contact us here to change it.

Which email address is the feedback invitation sent from?
The email is sent from the user selected in the Customer Radar sign-up form. This can be one email for all locations or a unique email for each location.

If this user is deleted in ezyVet or needs to be changed, please let the Customer Radar Support team know the new user. 

For more information on the email address used, click here.

Can a specific customer be excluded from receiving the feedback invitation?
Yes, by using the tag function in ezyVet.

Assign a tag to a contact then let Customer Radar know the tag name by emailing it to [e-mail]

Next time one of your contacts with that tag has an appointment they won't be sent the feedback invitation.
Need help setting up a tag? Check out the Tag Configuration article in the ezyVet Knowledge Center.

Should I send a feedback request if I know the customer will likely be unhappy?
Yes. It's important to ask unhappy customers for feedback so they can share their concerns privately. This can prevent them from posting negative reviews on public platforms like Google Reviews if they feel unheard.

How do I update my Customer Radar integration settings?
For any setting changes you're not able to make in the dashboard, send the details to the Customer Radar Support at [e-mail].

Customer Radar Dashboard FAQs

How do I use Customer Radar?
Check out our handy training video here or the following support articles:

• Your Customer Radar Dashboard
• Your Comments Page

I need to contact Customer Radar support or need help with setting up the integration
Get in touch with Customer Radar Support at [e-mail]

Technical FAQs

Is customer data stored anywhere outside of ezyVet or Customer Radar?
No. Personal data is passed securely straight from ezyVet to Customer Radar and is not stored anywhere in aggregate. 

What customer data is passed from ezyVet to Customer Radar?
Currently, data for each appointment includes the Email Address, Mobile, Appointment ID,
Appointment Type, Appointment Start Time, Animal Species and Animal Name.

How does the integration work?

• ezyVet API transmits customer appointment data to Customer Radar after an appointment.
• Customer Radar processes this data against predefined send rules.
  • Send rules include filters for appointment type, status, and feedback invitation frequency (e.g., no repeat within 60 days).
• Configuration options in Customer Radar allow clinics to customize send rules based on their operational preferences.
• Qualifying appointments trigger Customer Radar to issue a POST request to ezyVet, initiating an Email or Text Message feedback invitation.
  • The invitation utilizes a template containing a unique feedback link for the clinic.
  • Seconds before the POST request is sent, Customer Radar verifies if the animal for the appointment is marked deceased or not.  
• Customer Radar employs the ezyVet API for retrieving appointment specifics, which are subsequently associated with the corresponding feedback in the dashboard for analytical purposes.

Email 'from' info

The senders name (set in step 8) appears as the ‘From name’ when your clients receive the feedback invitation email. We recommend setting this to a user with the same name as your clinics trading name, or a user with a name your clients will be familiar with (like the practice manager or head vet). 

For multi-clinic businesses, you can set the sender / from address for either one sender/address across all your clinics, or set a sender for each clinic. 

The ‘From email address’ can be set on either the user profile or in ezyVet system settings.

In the user profile you select to be the sender, in the Sending Email Address field you can enter in an email address:

Then, in advanced settings you can select emails from this user to be sent using either the users email or the business email.

If you select user email, this will use the email address you've just added.

If you select business email, this will use the email address from your businesses contact record.

Note that settings here apply every time this user sends an email, not just when the Customer Radar integration sends an email.

To set the email address on the business contact record, in ezyVet go to the Contacts tab and type in your clinic or department name. Then under the contact section add the ‘from’ email address you would like to use. 

The business email can be set at the database, business unit, department level. For further information on setting or confirming the business email please read here or contact ezyVet support.