Call lists and follow-ups

The Call list tab in Communications is where obligations go when automated reminders haven't worked. It's an escalation queue for a human with a phone. Only Managers and above can open the Communications hub.

Suggested calls

WagDay watches for customers who haven't actioned something and suggests them for the list:

• Overdue balance — an invoice that's still owing and past its due date.
• Vaccination — a pet with a missing, expired or expiring vaccination who has an upcoming booking.
• Unpaid booking — a booking awaiting payment that starts within the next 14 days.
• Waitlist offer — a customer who's been notified a spot is available.

Suggestions are derived live, so they disappear on their own once the underlying record is fixed. They also stay out of your way:

• Anything already on the list (open or snoozed) isn't suggested again.
• Anything resolved or dismissed isn't re-suggested for 14 days — a genuinely recurring obligation resurfaces after that, a just-actioned one doesn't.
• Customers marked do-not-contact are never suggested.

Click Add on a suggestion to put it on the list, or Add all to take the lot. The toast confirms how many were added, and notes any that were already listed or can't be contacted.

Adding a call manually

Suggestions cover the common obligations, but you can also add a call yourself — to chase something the watch-for list doesn't detect, or to queue a customer straight from their profile. Only Managers and above can add to the call list.

From the Call list tab, click Add to call list in the toolbar to open the dialog. From a customer's profile, the same Add to call list button sits in the header actions with the customer already selected.

In the dialog:

1. Pick the customer — from the call list you search by name; on a customer profile the customer is already filled in and their name is shown, so there's nothing to pick.
2. Enter a Note (up to 500 characters) describing what to discuss.
3. Optionally set a Due date. It is saved and displayed in your facility's timezone, so the whole team reads the same deadline.
4. Click Add to call list.

On success you'll see Added to the call list, the dialog closes, and the list refreshes with the new item carrying a Manual badge. If something goes wrong you'll see an error message and the dialog stays open with your draft intact, so nothing needs retyping.

Do-not-contact customers can't be added by hand any more than they can be suggested: you'll see Customer not found or is marked do-not-contact and the dialog stays open. See Do-not-contact customers for how the flag affects existing items.

Working the list

The open list is ordered soonest consequence first, so the most urgent call is always at the top. Each item shows:

• The customer's name and a type badge (Overdue balance, Vaccination, Unpaid booking, Waitlist offer or Manual).
• A note explaining what's owed or missing, and a due date where there is one.
• A tap-to-call phone link.
• The initials of whoever added it — ask them if the caller has questions.
• The last attempt: outcome, who made it and when, plus the total attempt count.

Use the search icon to filter the open list by customer, note or type; the priority order is never re-sorted.

Logging a call

Log every contact so the next person knows where it stands.

1. Click Log call on the item.
2. Choose How you made contact — Phone, SMS, Email or In person.
3. Pick an Outcome: Spoke to them, Left a message, No answer, or Resolved.
4. Add Notes (up to 1,000 characters) — for example, what they promised and when.
5. Save.

Resolved closes the item for good; it won't come back unless the obligation recurs. For anything else, the item stays open and the attempt is recorded against it.

Snoozing

When a customer promises to act — "I'll upload the certificate on Thursday" — set Snooze until in the log-call dialog instead of leaving the item at the top of the list. Snoozed items sit in their own section with their return date and automatically move back to the open list once the date passes. You can log calls against snoozed items too.

Dismiss removes an item without resolving it.

Do-not-contact customers

The do-not-contact flag wins over the list: if a customer is marked do-not-contact after a follow-up was created, the item drops off the call list automatically.

Dates on the call list are shown in your facility's timezone, so the whole team reads the same deadlines.

What's next?

• Sending messages: SMS and email
• Campaigns and Mailchimp