Meet Archer: VetlinkPRO’s AI Support Assistant

VetlinkPRO customers can now get quick answers to common software questions through Archer, our new AI support assistant.

Available 24 hours a day, Archer is designed to help veterinary teams find clear, practical guidance without needing to search through lengthy manuals or wait for standard support hours.

Archer is currently in beta and is available only to verified VetlinkPRO clinic customers.

What is Archer?

Archer is a secure, customer-facing AI assistant that answers everyday questions about VetlinkPRO Version 7.

You can ask questions in plain English, such as:

• How do I reverse a payment applied to the wrong invoice?
• Where can I update a client’s contact details?
• How do I find a particular setting?
• What steps do I follow to complete a common task?

Archer searches the VetlinkPRO Version 7 support knowledge base and provides a concise answer based on the information available.

Because its responses are generated using artificial intelligence, they may occasionally be incomplete or inaccurate. Important information should always be checked, particularly before making changes that could affect clinical, financial or customer records.

A member of the VetlinkPRO support team is always available when human assistance is needed.

Who can use Archer?

Archer is intended for verified veterinary clinics that use VetlinkPRO.

Access is protected by:

• An individual customer login
• A VetlinkPRO approval process
• Multi-factor authentication, also known as MFA

These controls help ensure that Archer remains available to genuine VetlinkPRO customers and that each account is protected from unauthorised access.

How to request access

Open the Archer sign-in page and select Request an account.

You will be asked to provide:

Clinic name

Enter the name of your veterinary practice.

Branch reference number

Your branch reference helps the VetlinkPRO team confirm that your clinic is an existing customer.

To find it, press Ctrl + Alt + C from anywhere within VetlinkPRO. This opens the Configuration screen.

The number may appear as:

• Branch Ref in VetlinkPRO Version 7
• CFL_Ref in VetlinkPRO Version 6

Your name

Enter your first and last name so the support team knows who is requesting access.

Email address

Use your clinic email address whenever possible. This helps the VetlinkPRO team verify your connection to the practice and ensures that your account details reach the correct inbox.

After submitting the form, you will see confirmation that your request has been received and is awaiting review.

What happens after you submit your request?

Every Archer registration request is reviewed by the VetlinkPRO team before an account is created.

The team checks the supplied clinic, branch and contact details. Where necessary, they may correct a small error, such as an email typo, before approving the request.

Once approved, Archer will:

1. Create your account.
2. Send a sign-in link to your email address.
3. Provide a temporary password for your first login.

If the team cannot verify the request, you will receive an email directing you to VetlinkPRO Support for further assistance.

This approval process helps protect customer access and prevents duplicate or unauthorised accounts from being created.

Your first Archer sign-in

When your access is approved, open the sign-in link from your welcome email and enter your email address and temporary password.

You will then be asked to complete two security steps.

Create a new password

Replace the temporary password with a private password that only you know.

Your temporary password is intended for your first sign-in only.

Set up multi-factor authentication

Multi-factor authentication provides an additional layer of account security.

You can usually verify your sign-in by:

• Scanning a QR code with an authenticator app, such as Google Authenticator or Microsoft Authenticator
• Receiving a verification code by email

After completing these steps, you will be taken to the Archer chat.

How to use Archer

Using Archer is similar to having a conversation.

Type your question into the chat using everyday language. You do not need to use technical terms or know the exact name of the VetlinkPRO feature.

For the most useful answer, include enough detail to explain what you are trying to do.

For example, instead of asking:

Try:

Specific questions help Archer identify the correct part of the VetlinkPRO knowledge base and provide a more relevant answer.

What information does Archer use?

Archer’s answers are based on approved support information for VetlinkPRO Version 7.

It is designed primarily for common “how do I?” questions and everyday software guidance.

Archer may not be able to resolve:

• Clinic-specific technical problems
• Account or database issues
• Complex troubleshooting
• Questions requiring investigation of your clinic’s records
• Problems relating to older or customised VetlinkPRO configurations

In these situations, the VetlinkPRO support team may need to investigate directly.

How to contact a person

Select Escalate to support at any time when:

• Archer does not understand the question
• The answer does not resolve the issue
• You need help with a clinic-specific problem
• You would prefer assistance from a person
• The matter is important or time-sensitive

Your question will be passed to the VetlinkPRO support team, who will follow up through email or a support ticket.

Escalating a question does not create an instant live chat, but it ensures the matter reaches the appropriate support team.

Important things to remember

Archer is designed to make support information faster and easier to access, but it does not replace the experience and judgement of the VetlinkPRO support team.

Keep these points in mind:

• Archer is currently in beta.
• Answers are generated using AI.
• Responses may occasionally be incomplete or inaccurate.
• Important instructions should be verified before making significant changes.
• Archer currently answers questions using VetlinkPRO Version 7 information.
• Human support is always available when needed.

What to do if your welcome email does not arrive

First, check your spam or junk email folder.

Also confirm that the email address entered on the access form was correct. If you still cannot find the message, contact VetlinkPRO Support so the team can check your registration.

For security reasons, never share your password or multi-factor authentication code with another person.

Faster answers, backed by human support

Archer gives VetlinkPRO customers another way to get help—particularly outside standard support hours or when a team member needs a quick reminder about a familiar task.

It combines convenient, AI-assisted guidance with secure customer access and a clear path to the VetlinkPRO support team whenever human assistance is required.

AI-generated answers may be incomplete or inaccurate. Please verify important information or escalate the question to VetlinkPRO Support.