Modern Interface Update

Communication Hub + Conversations organizes client and staff communication into connected, threaded Conversations. It works alongside the existing Messages, Pet Care Journals, and client communication interfaces rather than replacing them.

Communication Hub can be opened from the staff Dashboard or from the communication icon at the top of any page. Selecting an item opens a persistent Conversation that can remain open or minimized while staff move between pages.

The Hub includes separate views for:

Staff can search and filter Conversations, track unread activity, mark a Conversation as Waiting for client, indicate that no reply is needed, or return it to Needs reply. Follow-up responsibility can also be assigned to an eligible staff member.

Mark as read, Snooze, and Hide for me affect only your own view. Needs reply, Waiting for client, Resolved, and follow-up responsibility are shared with other authorized staff. resolves the Conversation for the team; does not.

Supported Messages, email and SMS replies, Pet Care Journals, journal comments, requests, cancellations, visit notes, and other related activity are organized chronologically within Conversations.

Client communication retains its existing audience boundaries:

Care Team messages sent through the Hub also notify eligible staff assigned to the client’s current or upcoming visits. Notifications follow each recipient’s communication preferences unless you choose a delivery override, subject to the available delivery methods. The composer shows recipients and delivery methods before sending, and scheduled messages recheck assignments when they send. Staff SMS notifications include a link back to the Hub to reply.

Related links connect entries back to the applicable Journal, visit, request, cancellation, invoice, or other record.

Businesses using Tasks can create or link Tasks from an entire Conversation or an individual message and return directly to the discussion. Completing a Task and resolving a Conversation remain separate actions.

Communication Hub does not duplicate every transactional, marketing, or bulk Email Log entry. When communication predates the history available in the Hub, opens the existing communication history.

Staff can reply from a Conversation, reply to a specific message, use saved Responses and Personalize, add formatting and images, and add emoji reactions. Drafts are saved automatically and remain private to the person writing them until sent.

Client communication can be delivered by Email, SMS, or both when those delivery methods are available for the location and recipient. Supported incoming client email and SMS replies return to the applicable Conversation. If an SMS cannot be confidently matched to Office or Care Team, management can review where it belongs.

Management can also create communication for selected clients, all active clients, individual staff, selected staff, or Staff Segments. Recipients and delivery details can be reviewed before sending. Each client receives a separate Conversation, even when multiple clients are selected or Care Team is included. Staff communication can use individual or shared Conversations.

Communication can be sent immediately or scheduled for later. Scheduled communication can repeat weekly, monthly, or yearly and can be reviewed, edited, paused, or canceled from the Scheduled view.

Communication Hub + Conversations is available to staff through PPC Labs beginning October 21, 2026. It requires the Modern Interface Update and a separate, explicit opt-in to Communication Hub in PPC Labs; the all-features Labs setting does not turn it on automatically.

Supported communication is already being captured in the background, so there is no manual history-loading step to get started. Clients continue using their existing Timeline, Messages, and Pet Care Journal interfaces.