Customers act as the primary link between pets and all related transactions. Each pet must be associated with a customer, and bookings, invoices, and sales orders rely on this connection. Creating a customer profile is the first step in managing pet-related services and ensuring accurate records.
In This Article
To add a new customer go to Customers > Add Customer in the top left navigation bar.
Note: Customers can also register their own accounts if you are using the customer portal. To mange settings go to Settings > Customer Portal > Portal Customization.
Customer Fields
First Name – The given name(s) of the customer.
Last Name – The family name of the customer.
Email – The primary email address of the customer. By default email addresses must be unique.
- Automated email messages will be sent to this address.
- Email addresses are used as the username when customers are logging into the customer portal. If you utilise or plan to utilise the customer portal then ensure you record email addresses in customer profiles.
- With Xero integration active, the system uses email addresses to create distinct customer profiles—ensuring accurate record-keeping and preventing duplicates.
Mobile Phone – The mobile phone number of the customer.
- Automated SMS messages will be sent to this number.
Home Phone – The home phone number of the customer.
Work Phone – The work/business phone number of the customer.
Secondary First Name – The given name(s) of a secondary contact for the customer.
Secondary Last Name – The family name of a secondary contact for the customer.
Secondary Email – The secondary email address of the customer.
- This can be selected to copy into emails.
Secondary Mobile Phone – The secondary mobile phone number of the customer.
Emergency Contact Name – The emergency contact person.
Emergency Contact Phone – The emergency contact phone number.
Alert – An alert message that will be prominently displayed with the customer and on their bookings in red (not visible to customer).
| Tip: Adding ALERTS allows you and your staff to see important messages regarding the Pet or Owner. These Alerts will appear under the Customers name when you search for a Customer, on a Booking or on a Customers profile. The Customer does not see these ALERTS. |
On Customer Profile.
In a Customer Search
On the Scheduler and Bookings
Notes – A free text box for additional notes related to the customer. Will be visible on the customer profile as internal notes.
Address – The street address of the customer.
City/Suburb – The city/suburb the customer resides in. Click on the field and start typing to find the correct suburb. Suburbs for Australia are preloaded.
- If you wish to add a new suburb that doesn't exist - click the blue
icon.
State/Region, Country and Postcode will automatically populate depending on how you have set up the configuration in your system
| You can also look at statistics of Regions and Customers by clicking on Settings, then Customization in the top right of the screen. Then in the left side menu, click on States/Regions. This page will show you the number of Suburbs recorded in each Region and the number of Customers in those Suburbs. Great way to keep track for Marketing and Advertising. |
Instagram – The Instagram account of the customer.
Vet – The vet of the customer.
- You can add a new vet by clicking the blue
icon.
Lead Source – The lead source of the customer (how they found out about your business).
- You can add additional lead sources in Settings > Customization > Lead Sources.
Customer Type – The customer type (used for pricing custom pricing calculations).
- You can add additional customer types in Settings > Customization > Customer Types.
Default Taxi Pickup Staff – Automatically assign a staff member to be used when adding taxi pickup extras. For example if you have a North and South run for a taxi then it can automatically select North every time if required.
Default Taxi Dropoff Staff – Automatically assign a staff member to be used when adding taxi dropoff extras.
Not Welcome – When ticked, a message will appear next to the customer’s name in the admin view (not visible to the customer). This alerts staff and administrators that the customer is not permitted to book, based on the reasons you’ve set. Message can be set by going to Settings > General > Language.
Enable this setting also prevents a customer from making further bookings via the Customer Portal. By default, the system also blocks Not Welcome customers from logging in—this can be managed under Settings > Customer Portal > Portal Customization.
Consent Contact – Untick this if the customer does not wish to receive emails or SMS. It is required to be on to allow email and SMS to be sent to them.
Auto Emails/Sms - Enables the system to send automated emails and sms messages.
Stripe Auto Pay - (Visible only when Stripe is enabled) Enables the system to automatically collect payments when utilizing the bulk invoicing functionality. Untick this box if a customer prefers to pay manually.
Active/Inactive – When unticked the customer profile will be deemed 'Inactive' and hidden from any searches. They will not be able to access the customer portal using their log in details anymore.
You can view inactive customers by going to Find Customer and opening the little filter icon in the top right then selecting show inactive.
Once edited press the button bottom right.
Adding a Customer When Making a Booking
You can also add a new customer when adding a booking from anywhere in the system by selecting the next to the customers name field.
That brings up a compact version of the add customer screen.
To add a complete customer profile, click Once saved, you’ll return to the booking screen with the new customer pre-selected. (You must still add a New Pet to continue with the booking process).
Once edited press the button bottom right.
For More Information
On adding vets view - Adding a New Vet
On Xero Add-On view - Xero Accounting Addon Overview
On the Portal Customization view - Portal Customization
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