Ubik Manual: Setup, Daily Workflows, and Common Questions

This manual is the starting point for everyday work in Ubik. Use the quick links when you already know the task, or jump to a topic when you want the full workflow.

The sections are written for clinic owners, managers, reception, technicians, and doctors. They explain what each area is for, what to click, what important fields mean, and what usually causes confusion.

Quick Index

Most Common Tasks

• Schedule an appointment
• Set up online scheduling
• Use the right portal for your role
• Check in a client
• Understand appointment reminder timing
• Assign a technician or doctor
• Take a payment
• Print or send a receipt
• Create a customer
• Add a pet
• Receive inventory
• Use lots and expiration dates
• Change a user's permissions
• Send a waiver
• Find reports and analytics

Task Finder

Topic Index

1. Getting Started
2. Accounts, Roles, And Permissions
3. Customers And Pets
4. Appointments, Online Scheduling, And Clinic Flow
5. Charting And Clinical Records
6. Hospitalization, Boarding, Surgery, And Treatments
7. Payments, Receipts, Refunds, And Estimates
8. Inventory, Lots, QR Codes, And Purchasing
9. Communications, Reminders, Waivers, And Public Links
10. Accounting, Expenses, Promotions, And CFDI
11. Reports, Analytics, Payroll, And Activity
12. Imports, Setup, And Troubleshooting

Getting Started

Ubik is organized around the real flow of a clinic: customers and pets, appointments, clinical work, checkout, inventory, communications, and reporting. The intended daily workflows live in portals, not in disconnected setup or review pages.

Use the right portal for your role

Reception should spend the working day in the Reception Portal. That page is designed to show the live queue, arriving clients, next tasks, unpaid warnings, communication issues, waiver status, and checkout handoff. If reception works from the calendar instead, they are outside the live operating flow and can miss updates or next actions.

Technicians should work from the Technician Portal or from the workflow-specific area for the task in front of them, such as hospitalization, boarding, lab, surgery, or specialty forms. Those pages keep the active patient list, assigned work, due tasks, and clinical handoffs visible.

Use calendar and record pages when you need to review, edit, or configure information. Use portals for the live day.

Log in

Use the email and password assigned to your employee account. If your user belongs to more than one clinic account, Ubik may ask which account you want to enter.

After login, check that the clinic name, user name, and visible menu options match the work you are about to do. If they do not, switch to the correct account or ask an administrator to check your permissions.

Accounts, Roles, And Permissions

Roles and permissions control what a user can see and change. This protects private information, prevents accidental workflow changes, and keeps actions tied to the person who performed them.

Choose or switch accounts

If your user belongs to more than one clinic account, choose the correct account when you log in. If account switching is available from your account menu, select the destination account there.

Switching accounts changes the active clinic context. Before saving appointments, payments, inventory, or settings, confirm that the active clinic is the one you intend to work in.

Page or button missing

If a page, button, import option, report, or setting is missing, the most common causes are:

• your role does not include that permission;
• the feature is disabled for the clinic account;
• the clinic is in a restricted operating mode;
• the record is not in the state required for that action.

Ask an administrator to check your user profile, role, and account settings before treating it as a software issue.

Add a user

Administrators manage users from the account or user settings area. Add the employee, assign the correct role, confirm the user can log in, and verify that the visible menus match their job.

Use one account per real employee. Shared accounts make payroll, activity, medical records, payments, and audit history harder to trust.

Change a user's permissions

Open the user or account settings area, select the employee, and adjust the role or permissions that apply to their responsibilities. Save, then have the employee refresh or log in again so the menu reflects the updated access.

Give users the minimum access they need to do their work. Be especially careful with account settings, accounting, imports, payment corrections, and inventory adjustments.

Individual employee accounts

Each employee should use their own login. This lets Ubik connect work to the correct person for appointment assignment, time tracking, employee activity, payments collected, notes, and audit history.

When employees share a login, the clinic loses visibility into who did the work and who should be credited or contacted later.

Customers And Pets

Customers and pets are the base records for scheduling, reminders, medical history, payments, waivers, and analytics. Keep them clean before creating the appointment whenever possible.

Create a customer

Create a customer from the Reception Portal, the customer page, the scheduling flow, or another workflow that asks for customer information. Reception should prefer the Reception Portal during the working day so new customer setup stays connected to the live visit flow.

Important fields:

• Phone and country code: used for WhatsApp or phone follow-up.
• Email: used for receipts, documents, waivers, and reminders.
• Preferred communication method: helps staff choose the right channel.
• Address and tax information: may be required for billing or fiscal workflows.

Edit customer contact information

Open the customer profile, update the phone, country code, email, address, or communication preference, then save. If reminders or waivers are failing, verify the phone number, country code, and email first.

Changing contact information affects future communication. It does not guarantee that old message threads or previously sent links will update.

Mark a customer unreachable

Use the unreachable flag when the clinic cannot reliably contact the customer. This warns staff that normal reminders or follow-up may fail.

Clear the flag after the contact information is corrected and the clinic has a reliable way to reach the customer again.

Add a pet

Open the customer profile or appointment flow and add the pet under that customer. Enter the pet name, species, breed if known, sex, age or birthdate, weight, and relevant medical context.

Pet details feed appointment history, reminders, charting, treatments, certificates, and analytics. Missing species, age, weight, or medical context can limit what staff can document safely.

Update age, weight, species, or breed

Open the pet profile, update the demographic fields, and save. Use the most current weight when clinical dosing, hospitalization, or treatment decisions depend on it.

If species or breed is uncertain, choose the closest correct option and leave a note if needed.

Appointments And Clinic Flow

Appointments connect the customer, pet, staff, status, clinical record, charges, payments, documents, reminders, and inventory use. The status should reflect where the patient is in the clinic flow.

Schedule an appointment

Reception should create appointments from the Reception Portal when working the live clinic day. That keeps scheduling connected to the queue, customer warnings, next tasks, and handoffs.

Use the calendar when you are reviewing the schedule, adjusting timing, or working outside the live reception flow. Choose the customer, pet, appointment type, date, time, assigned staff when known, and any relevant notes.

Important fields:

• Appointment type: controls the expected workflow and available clinical context.
• Date and time: places the appointment on the calendar and reminder schedule.
• Assigned user: identifies the staff member responsible for the appointment.
• Notes: give reception and clinical staff context before the visit starts.

Set up online scheduling

Online scheduling lets clients request appointments from a public scheduling flow while the clinic controls which appointment types, days, times, and staff-dependent services are actually available.

Administrators set this up from account settings in the Online scheduling section.

Process:

1. Open account settings.
2. Open Online scheduling.
3. Turn on online scheduling.
4. Decide whether Ubik should notify the account by email when online appointments are scheduled.
5. Decide whether clients may create a new customer record during scheduling.
6. Decide whether home visits are allowed in the online flow.
7. Set Appointment Slots per Time Slot.
8. Select Schedulable Appointment Types.
9. For appointment types that require a specific kind of staff, add them to Require on-duty staff.
10. Select allowed times for each weekday.
11. Confirm each employee has the right Appointment Types and Specialties in their user profile.
12. Confirm employee schedules match real working hours.
13. Review the appointment reminder timeline so the clinic knows what the client will receive.
14. Save and test the public scheduling flow.

Important fields:

• Enabled: turns online scheduling on for the account.
• Notify my account by email: sends the clinic an email notification when a customer schedules online.
• Allow customer creation: lets new clients create their customer record from the scheduling page.
• Allow home visits: allows home visit options in the online scheduling flow.
• Appointment Slots per Time Slot: controls how many appointments can share the same time.
• Schedulable Appointment Types: controls which appointment types customers can choose online.
• Require on-duty staff: for selected appointment types, only shows times when a scheduled employee can perform that type.
• Allowed times by weekday: controls which days and times can appear online. If a day has no selected times, that day is not schedulable.
• Appointment Types on the employee profile: tells Ubik which appointment types each employee can perform.
• Specialties on the employee profile: helps match specialty coverage when the clinic uses specialty-aware scheduling.

How clients use online scheduling

In the public scheduling flow, the client identifies or creates the customer record if allowed, selects the pet, chooses an appointment type, then chooses an available day and time.

Ubik only shows options that pass the clinic's setup rules:

• the appointment type must be schedulable;
• the day must have allowed scheduling times;
• the time slot must still have capacity;
• if the type requires on-duty staff, a scheduled employee must be able to perform that appointment type;
• home visit options only appear when home visits are enabled.

After the client completes scheduling, the appointment enters Ubik with online scheduling as its source. Reception should still manage the live day from the Reception Portal.

Related: Appointment reminder timing.

Online scheduling troubleshooting

If clients cannot find a day, time, or appointment type, check these items first:

• Online scheduling is enabled.
• The appointment type is included in Schedulable Appointment Types.
• The weekday has allowed times selected.
• Appointment Slots per Time Slot is greater than zero.
• Existing appointments have not filled the slot capacity.
• If Require on-duty staff is enabled for that type, at least one scheduled employee has that appointment type in their user profile.
• Employee schedules and specialties match the real coverage.
• Home visits are enabled if the client is trying to schedule a home visit.
• The client is not trying to schedule inside a same-day cutoff or unavailable window.

If all settings look correct, test the flow yourself and report the specific appointment type, day, time, and customer path that failed.

Check in a client

When the client arrives, reception should find the appointment in the Reception Portal and move it into the waiting or active reception state used by the clinic. This makes the visit visible to the team and starts the day-of-clinic flow.

Before check-in, confirm the customer, pet, appointment type, unpaid warnings, waiver status, and contact warnings. Fix critical issues before the patient moves deeper into the workflow.

Appointment statuses

Statuses show where the visit is in the clinic process. Common meanings:

• Scheduled: booked but not yet checked in.
• Waiting: client or patient has arrived and is waiting.
• Serving: clinical work is active.
• Payment or unpaid: clinical work is done but checkout is not complete.
• Done: visit is complete.
• Canceled: visit did not happen.
• Hospitalized, boarded, preoperation, postoperation, or pending discharge: specialty workflow states.

Keep statuses current so reception, technicians, doctors, and managers see the real day.

Assign a technician or doctor

Open the appointment from the relevant portal or workflow and choose the responsible staff member. Assignments help route work, show ownership, and connect analytics to the correct employee.

If you are taking ownership of a case, assign yourself before adding important notes, treatments, or workflow changes.

Cancel an appointment

Open the appointment and use the cancel action when the visit will not happen. Add the cancellation reason when requested.

Canceling an appointment should be used when the clinic intentionally records that the visit was not completed. Do not use cancellation as a shortcut for payment, discharge, or chart cleanup.

Appointment estimates

Estimates help the clinic discuss expected charges before work is complete. They are not the same as a completed sale.

Use estimates for planned appointment charges. Use payment or sale workflows only when the clinic is actually collecting money or completing a product sale.

Charting And Clinical Records

Charting keeps the medical record tied to the appointment. Good charting includes the reason for visit, observations, vitals, diagnosis, treatments, services, inventory used, instructions, and follow-up plans.

Add notes, symptoms, diagnosis, and vitals

Open the appointment chart. Enter notes in the correct clinical sections, add symptoms or diagnoses when appropriate, and record vitals such as weight, temperature, and other clinic-required values.

Important fields:

• Notes: clinical narrative and observations.
• Symptoms and diagnosis: structured clinical context.
• Vitals: objective measurements for the visit.
• Instructions: staff or client-facing directions tied to the care plan.

Review appointment history

Use the customer, pet, or appointment history areas to review prior visits, notes, vaccines, surgeries, documents, payments, and communication context.

History helps staff avoid repeating questions, missing trends, or losing context between visits.

AI chart fill

AI chart fill can help draft structured chart content from supported appointment context. Review all generated content before saving it into the medical record.

AI output is an assistant draft. The clinic user remains responsible for confirming that the final chart is accurate and clinically appropriate.

Hospitalization, Boarding, Surgery, And Treatments

Specialty workflows add structure to cases that require repeated tasks, schedules, monitoring, authorizations, or handoffs. Staff should work from the portal or workflow area that matches the current task, such as Technician Portal, hospitalization, boarding, lab, surgery, or specialty forms.

Hospitalization and boarding tasks

Use hospitalization or boarding workflows when the patient remains under clinic care beyond a normal visit. These portals help organize daily tasks, instructions, inventory, services, and discharge expectations.

Keep patient status and treatment tasks updated so the next staff member knows what is due and what has already been done.

Treatment schedules

Treatment schedules define what needs to happen, when it is due, and whether it has been completed. Use them for repeated medication, monitoring, feeding, walks, procedures, or other patient-care tasks.

When completing a task, record the result and any important notes. This creates a timeline that other staff can trust.

Specialty forms

Specialty forms collect structured information for workflows such as ophthalmic exams, large animal work, or other focused clinical areas.

Open the relevant specialty form from the appointment or clinical workflow, complete the fields that apply, and save it as part of the patient record.

Payments, Receipts, Refunds, And Estimates

Payments should reflect money actually collected. Charges and estimates describe what is owed or expected; payments record how the customer paid.

Take a payment

Open the appointment, sale, or checkout surface. Review charges, confirm the balance, choose the payment method, enter the amount, and save.

Important fields:

• Amount: the money being collected now.
• Payment method: cash, card, transfer, terminal, or another configured method.
• Cashier or user: the employee collecting the payment.
• Linked appointment or sale: the record the payment belongs to.

Before saving, make sure the payment is tied to the correct customer, pet, appointment, and clinic account.

Print or send a receipt

After payment, use the receipt action from the appointment, sale, or payment area. Choose print, PDF, email, WhatsApp, or the available sending option for your clinic.

If the customer does not receive the receipt, verify the email, phone, country code, and communication method on the customer profile.

Estimates versus Sell Products

Use estimates when the clinic is planning or quoting care for an appointment. Use Sell Products when the clinic is completing a retail-style product sale.

Do not use Sell Products just to build an estimate. That can create confusion because sales and estimates answer different questions.

Refunds and returns

Use refund or return workflows when money or products need to be reversed. Confirm the original payment or sale, the amount, the item, and the reason before saving.

Refunds and returns affect financial history, inventory history, and customer balance. Use them intentionally and keep notes clear.

Inventory, Lots, QR Codes, And Purchasing

Inventory tracks what the clinic has, what is running low, what was dispensed, what was received, and what should be purchased.

Add inventory

Create inventory from the inventory page or import flow. Enter the product name, type, unit, supplier, cost, customer price, reorder rules, and whether lot tracking is needed.

Important fields:

• Unit: how the item is counted or dispensed.
• Business cost: the clinic's cost.
• Customer price: what the client pays.
• Supplier: who provides the item.
• Reorder point: when the clinic should consider buying more.

Receive stock

Use receiving, expense, purchase order, or adjustment workflows depending on how the stock arrived. Enter the item, quantity, package count if applicable, supplier, cost, and lot information when required.

Receiving stock changes inventory quantity. Confirm the unit and quantity before saving.

Lots and expiration dates

Lot tracking connects stock to lot numbers and expiration dates. Use it for products where traceability, recalls, expiration, or certificates matter.

When receiving lot-tracked stock, enter the lot number and expiration date. When dispensing or scanning, make sure the selected lot matches the real product being used.

Inventory QR codes

QR codes help staff scan inventory quickly. Print QR codes after the inventory item or lot exists, because the code needs a saved record to point to.

For lot-tracked products, print the QR for the specific lot when the workflow requires lot-level scanning.

Purchase suggestions and orders

Purchase suggestions help identify stock that should be reordered based on quantity, reorder points, usage, supplier, and planning rules.

Review suggestions before creating or sending an order. The clinic remains responsible for confirming supplier, quantity, cost, and timing.

Pricing tiers and cost updates

Inventory pricing depends on business cost, customer price, configured pricing rules, and any manual overrides. Updating cost can help the clinic understand margin and decide whether prices need review.

Cost changes should suggest better pricing decisions, but staff should still confirm customer-facing prices before applying broad updates.

Communications, Reminders, Waivers, And Public Links

Communication tools keep customer messages, reminders, waivers, receipts, and public links tied to the clinic record instead of scattered across personal devices.

Send a message

Open the customer, appointment, Message Center, or communication surface. Choose the channel, confirm the customer contact information, write or choose the message, and send.

Use appointment-linked communication when the message is about a specific visit. That keeps the history easier to find later.

Reminders

Reminders notify customers about appointments, preparation instructions, follow-up, and other scheduled events. They depend on correct customer contact information and clinic reminder settings.

If a reminder did not arrive, check the phone, country code, email, customer communication preference, and appointment date/time.

Appointment reminder timing

When customer communications are enabled, Ubik can create appointment messages automatically as the appointment moves through the scheduled workflow.

Typical appointment timeline:

The 24-hour and 1-hour reminders are generated only while the appointment is still in scheduled status. If the appointment has already moved into waiting, serving, payment, done, canceled, or another workflow state, Ubik should not treat it as a future scheduled appointment.

Messages use the customer's preferred contact method when available, otherwise email is used. For WhatsApp automation, the message may come from Ubik's managed sender instead of the clinic's everyday WhatsApp number.

For online scheduling, this means a client can receive a confirmation after booking, then the normal reminder sequence before the visit if the appointment remains scheduled.

Waivers and authorization links

Use waivers or authorization links when the clinic needs customer approval for treatment, medication, procedures, documents, or other signed consent.

Before sending, confirm the customer, pet, appointment, document type, and contact method. After the customer signs, verify that the signed document appears in the expected appointment or customer record.

Managed WhatsApp sender

Automated WhatsApp reminders and workflow messages may use a managed sender instead of the clinic's everyday WhatsApp app. This helps keep automation reliable and tied to Ubik records.

If your clinic depends on manual WhatsApp conversations, ask how the managed sender affects your day-to-day process before changing message settings.

Accounting, Expenses, Promotions, And CFDI

Accounting tools connect clinic spending, discounts, fiscal information, supplier activity, and reporting.

Expenses

Use expenses to record clinic costs such as inventory purchases, services, supplies, or other business spending. Include supplier, subtotal, tax, total, payment state, and related inventory lines when applicable.

Expense data can affect inventory cost, stock receiving, reporting, and supplier history.

Promotions and discounts

Promotions and discounts reduce what the customer pays or create special pricing rules. Use them intentionally and confirm whether they apply to products, services, appointments, or specific customers.

Discounts affect revenue and margin. Make sure staff understand when they are allowed to apply them.

CFDI setup

For CFDI workflows, the clinic and customer fiscal data must be complete and accurate. Confirm legal name, tax ID, postal code, tax regime, invoice use, and related fiscal fields before generating documents.

If CFDI generation fails, review missing or mismatched fiscal data before retrying.

Reports, Analytics, Payroll, And Activity

Analytics turn clinic activity into operating signals: appointments, waiting time, revenue, inventory, customer behavior, communication, staffing, and employee utilization.

Find daily analytics

Use the dashboard and analytics pages to review daily work, trends, and operational pressure. Common analytics areas include appointments, customers, users, achievements, inventory, accounting, and communications.

Use date filters carefully. Many reports answer a specific time-period question.

KPI numbers

KPI numbers summarize clinic activity. For example, waiting time shows flow pressure, payment totals show collection activity, low-stock counts show inventory risk, and utilization shows how employee time is being used.

When a KPI looks wrong, check the date range, filters, record statuses, and whether the underlying workflow was completed correctly.

Employee activity and utilization

Employee activity tracks non-customer work and appointment-serving time so managers can understand how staff time is used.

Clock-in data, appointment assignments, serving status, manual activity entries, and checkout behavior can all affect utilization. Keep assignments and time records accurate.

Imports, Setup, And Troubleshooting

Setup work should be done carefully because it affects many future workflows. Imports are useful, but clean source data matters.

Import customers

Use customer import when moving a list of customers into Ubik. Prepare names, phone numbers, country codes, emails, addresses, and any migration identifiers requested by the import template.

Review duplicates and missing contact details before importing broadly.

Import pets

Use pet import when moving patient records into Ubik. Each pet should connect to the correct customer and include species, breed, sex, age or birthdate, weight if known, and relevant notes.

Pet imports depend on customer matching. Confirm customer records first.

Import inventory or services

Inventory and service imports require clean item names, types, units, prices, costs, suppliers, and instructions when applicable.

Before importing, confirm that units and categories match how the clinic actually uses and sells the item.

Report a problem

Use Report a problem from the account menu when something looks wrong, confusing, or incomplete. Include what you were trying to do, what you clicked, what happened, what you expected, and the record involved.

Good reports mention the customer, pet, appointment, product, payment, supplier, or receipt when one is involved.

Missing or disabled actions

When something is missing or disabled, check:

• your active account;
• your role and permissions;
• the customer, pet, appointment, payment, or inventory status;
• required fields;
• account feature settings;
• browser refresh if permissions were just changed.

If those look correct, report the problem with the page, record, and action you expected to see.