In this video we will cover an overview of the customer profile, edit the customer, view the pet summary, veterinarian information, emergency contacts, photo gallery, booking history, credit history, agreement history etc..

Customer Profile Management Guide

Viewing a Customer Profile

1. 1. Navigate to the Search Tab at the top of the screen:
      • Enter the customer’s name, email address, phone number, or pet’s name in the search bar.
      • This will direct you to the Customer Overview page.
   2. Customer Overview Page:
      • Basic Information: Address, phone number, email, and color codes. Click “Show more customer info” to view customer form responses and additional contact/owner listed.
      • Financial Information: Past outstanding balances, current balance owing, future estimated balance, and customer credits.
      • Pet Overview: Overview of the pets on file. Includes the pet’s name, photo, sex, spayed/neutered status, breed, color, weight, age, color codes, and vaccine icon. You can also add an additional pet.
      • Online Requests: Submitted online requests.

• Pending Bookings: Booking requests in a pending status.

1. 1. • Upcoming Bookings: Scheduled bookings.
      • Expected Daycare: Upcoming expected daycare bookings.
      • Incidents: Any incidents on file associated with the pet or customer.
      • Deceased Pets: Any pets that have been marked as deceased.

• Notes: Can add a customer, pet, or booking note by clicking the notes icon.

Edit Customer Information

1. To Edit Customer Details:
   • Click “Edit” beside the customer’s name.
   • Update or add missing information.
   • Add an additional contact owner.
   • Assign color codes to the customer for easy identification of customer characteristics. Color codes are customizable and not viewable to the customer.
   • Add a discount percentage that should always apply to this customer.
   • If connected to Twilio there will be a checkbox next to the phone number field that says “Enable texts to this number”

Pet Summary Page

1. Pet Overview:
   • Information includes sex, breed, color, weight, age, color codes, vaccine status, questions and answers from the pet form, buddies/enemies list, deceased pets.
   • You can add a pet note by clicking the notes icon next to the pets name and edit button.
2. Editing Pet Information:
   • Click “Edit” beside the pet’s name.
   • Update or add missing information.
   • Assign color codes to the pet. These are not viewable to customers.

Vet Information Page

• Fill in any missing vet information (fields marked with a red asterisk are required).

Vaccination Page

• View and edit vaccination expiry dates, supporting documentation, notes on the vaccines, and whether or not a vaccination has been verified by staff.

Payment Information Page

• This page will appear if your facility is connected to an integrated online payment processor.
• Review, update, or add any saved cards on file.

Emergency Contacts Page

• Fill in any missing emergency contact information (fields marked with a red asterisk are required).

Photo Gallery

1. 1. Adding Photos:
      • Create a New Album by giving it a name OR click on an existing album.
      • Select “Upload Pictures.”
      • Choose and upload pictures.
      • Uploaded photos will be visible to customers in the customer portal.
      • You can send customers a link to the photo gallery by clicking the button “Email album link.”
      • Photos can be rotated. 

• Add a Caption to a Photo

1. 1. • Open the album and find the photo you want to add a caption to, then click the pencil/paper icon to add a caption. 

• Make a Photo the Album Cover

1. • Open the album and find the photo you want to make the album cover, then click the landscape icon to set the photo as the album cover.

Email Messages Page

• See messages sent, received, and drafted to/from this customer.
• View messages in inbox/sent format by clicking View Messages in inbox/sent format.

Text Messages Page

• If connected to Twilio there will be a text messages page.
• Review, update, or remove a customer’s SMS phone number.  
• Review any text messages sent to and received by the customer. You will see the date the text message was sent, the order number the text is associated with, the text message sender, and the message itself.
• Reply to text messages sent by the customer.
• Archive sent or received text messages.
• Mark your selection of texts as read or unread.
• Mass archive selected texts.
• Search for a text message using the text message quick search bar.

Report Cards Page

• See any report cards associated with previous bookings.
• From this page you can edit, view, or print a report card.

Booking History

• Displays all of the customers’ bookings.
• From this page you can preview or edit bookings and add booking notes.
• To add a report card to a booking, click the report card icon next to the “Preview button.”
• Apply a date filter to only see bookings within a specified date range by clicking the “Apply Filter” button.
• At the bottom of the page you can see the number of bookings in a booked, pending, and request status per service type along with the total. 
• At the bottom of the page you will see a grand total of the bookings that have not been canceled.
• You can also click “Purchase Breakdown” at the bottom of the page to see individual line items that the customer has been charged for.

Prepaid Packages

• Shows prepaid packages purchased by the customer. Shows an overview of the purchase with details like the booking number, when the booking was purchased, the name of the package, purchase amount, and balance owing. You can see how many passes are remaining/used from each prepaid package purchase.
• From this page, you can add free passes to the customer’s profile.
• From this page, you can also view free passes that have been applied manually. 
• From this page, you can update the quantity of passes in a package.
• From this page, you can update the package’s expiration date.

Credit History

• View and/or edit credits applied to the customer’s account.
• Add a credit to the customer’s account.
• Refund a credit to the customer’s account.

Agreement History

• Shows both signed and unsigned agreements.
• Mark an agreement as signed.
• View signed agreements.

Payment History

• View customer’s payment history. Information per payment includes: Booking number, date of payment, paid by, service type, notes, method, payment amount.

Other Documents

• Add a document into a folder.
• Add a folder.
• Upload documents.
• Replace existing documents.
• Delete documents.
• Add file descriptions.
• Move files to different folders.

Ongoing Schedules

• View ongoing daycare, training, standalone or grooming schedules.
• Remove a date from an existing schedule.
• Delete or edit an existing schedule.
• Start a new ongoing schedule.

Customer Update

• If the Customer Updates are turned on in General Settings, there will be a ‘Customer Updates’ page.
• Here you can add a customer update, tied to a specific date, write a description, and check off which pets the update applies to.

Customer Report

• To create a report, click “Report settings,” choose what information you would like included in the report, hit generate.
• To print the report, click print.

Customer Settings

• Choose whether or not the customer should receive thank you emails, reminder emails, ongoing schedule reminder emails, and whether or not package passes should be applied when the customer books online.
• If using Twilio (SMS) integration, there are settings concerning thank you/reminder texts.
• If the language setting is turned on, there is a preferred language setting.
• “Allow this customer to instabook daycare instead of submitting a request” is shown if it is enabled in General Settings.