Customer profiles, notes and custom fields

Click any customer on the Customers page to open their profile. It's organised into tabs — Overview, Bookings, Billing, Communication, Administration and Pets — so everything you know about a pet parent sits in one place. Only Managers and above can view customer profiles.

The header shows the customer's photo, name, phone and email, plus their membership plan and loyalty tier if they have one. Header actions are about engaging the customer — including taking a payment on the spot against an outstanding invoice. Editing, exporting and deleting the record live on the Administration tab instead.

OverviewCopy Anchor Link

The at-a-glance tab:

• Journey and lifetime value (LTV) — total visits, total spend, average spend per visit, how long they've been a customer, and their projected annual value, with a breakdown by service.
• Loyalty tier — a coloured ring around the customer's photo and a chip in the header: Bronze, Silver, Gold or Platinum. Tiers are based on lifetime spend against thresholds your facility sets (in whole dollars); if your facility hasn't set any, the feature is simply off and no ring shows.
• Package credits — remaining credits across the customer's packages, when they have any.
• Next booking and an activity feed combining recent messages, payments and bookings.

BookingsCopy Anchor Link

The customer's recent bookings with pet, service and location, plus per-pet visit history — handy when a customer calls to rebook and you want to see what they usually do.

BillingCopy Anchor Link

The money tab:

• Financial summary — outstanding and overdue totals, plus total invoiced and total paid.
• Outstanding invoices — every unpaid invoice, so you can chase or take payment.
• Loyalty — lifetime spend and progress to the next tier.
• Payment method — the card the customer has authorised you to charge for fees and stay extras, and when they authorised it. Owners, admins and managers can remove it with Remove card. That ends the authorisation and deletes the card from your payment account. Anything the customer already owes isn't cancelled, and the customer isn't notified. A card saved before card authorisations were introduced is labelled Saved before consent and is never charged for fees.
• Packages & credits — each purchased package with credits used and remaining (for example, 7/10 left). Admins also see a card for refunding package purchases.
• Payment history — every payment, paginated, including payments against an invoice with no booking.
• Recurring payment schedules — where the facility has recurring payments enabled, Admins can set up and monitor instalment plans here: status, frequency, amount, instalments paid, next due date and any failure reason.

CommunicationCopy Anchor Link

The message history with this customer (SMS and email), their consent status — SMS opt-in, email opt-in and marketing opt-in — and an SMS composer. The composer only sends when the customer is SMS opted-in and not flagged do-not-contact, so you can't text someone who's asked you not to.

AdministrationCopy Anchor Link

The staff-only working tab:

• Notes — see the notes section below.
• Customer alerts — create and manage the Info/Warning/Danger flags shown across Wagday. Dismiss hides an alert but keeps it under Dismissed Alerts, where you can reactivate it. Delete removes an alert, active or dismissed, permanently once you confirm; it can't be undone. Wagday records who deleted an alert and when, but not what it said.
• Do-not-contact — the hard contact restriction, with reason and notes. Only Admins can set or lift it.
• Profile photo, contact details and emergency contact — address, suburb, state, postcode and who to call if something goes wrong.
• Lead source and custom fields — how the customer found you, plus values for any custom fields your facility has defined for customers.
• Record administration — export the customer's data, edit their details (including SMS and marketing opt-ins), or archive the record.

Archive here is the thorough one: it archives the customer, archives their pets, cancels their upcoming bookings and cuts their portal and app access. Nothing is destroyed — the record stays under archived customers and can be restored — but restoring brings back the customer only, not the archived pets or the cancelled bookings. Managing customers covers what archiving does to portal access.

PetsCopy Anchor Link

All the customer's pets with their visit histories, plus any linked pets. Click through to a pet's profile for its own tabs: Overview, Health, Care, Incidents, Bookings and Photos.

The Care tab holds the pet's feeding schedule: what it eats, how much, any notes, and the times it is fed. Staff can add and edit entries, and managers can also delete them. Feed times put the pet in the right feeding round on the Daily Run Sheet and in the staff app's care tasks, so add them whenever a pet is fed at set times. Without feed times the entry still appears, and staff follow its written schedule (such as "Twice daily").

Customers can ask to change the feeding schedule from the portal. They send the whole list of what their pet should eat: the food, how much, when and how often, and any notes. The request waits on the Care changes page, where a manager sees the schedule on file beside the one the customer asked for. Until a manager approves it, staff keep following the schedule on file.

Approving the request updates the Care tab to match. Entries the customer changed keep their feed times, new entries have none, and entries the customer left out are removed. Add feed times to any new entries straight after approving, so the pet lands in the right feeding round. If staff change an entry's food, schedule, quantity or notes, or add or delete an entry, while a request is open, the request closes, because it was made against the old schedule. Changing only the feed times leaves it open.

When a customer changes their pet's dietary needs and allergies, that change waits on the same Care changes page. Approval updates the pet's dietary needs, which the run sheet prints beside the feeding schedule. If it affects what or when the pet eats, update the feeding schedule on the Care tab as well.

Notes: internal vs customer-visibleCopy Anchor Link

Notes attach to customers, pets, staff and bookings, and every note has a visibility:

• Staff Only (internal) — never leaves the building. Use it for anything candid.
• Customer Visible — the pet parent can see it. Use it for handover notes you're happy to share.

On the notes panel you can filter by All / Staff Only / Customer Visible, search the text, and sort newest or oldest first. Staff can delete their own notes; Admins can delete anyone's.

Custom fieldsCopy Anchor Link

Your facility can add its own fields to pet, customer and booking records — "vet clinic", "referral source", "bus pick-up" — whatever your operation needs. Only Managers and above can change custom field configuration.

1. Go to Settings → Custom fields.
2. Pick the tab for the record type: Pets, Customers or Bookings.
3. Under Add Field, give the field a label and choose a type: Text, Number, Date, Yes / No, or Dropdown (enter the options as a comma-separated list).
4. Optionally add help text, and mark the field required if staff must fill it in before saving.
5. Click Add Field.

On each existing field you can:

• Toggle show in portal to make the field visible in the customer portal.
• For a pet field shown in the portal, choose whether customers can change it without review. By default they can't: when a customer changes a pet field in the portal, the change waits on the Care changes page (People → Care changes) until a manager approves it, and the details on file stay in place until then. Switch on Customers can change … without review only for fields that don't affect a pet's safety, health or handling — a coat colour, say, but not allergies or medication.
• Reorder fields with the up/down arrows — the order is how they appear on records.
• Delete a field. Deleting is permanent: existing values for that field are removed, and Wagday asks you to confirm first.

Values for customer custom fields are filled in on the customer's Administration tab, alongside lead source.

RelatedCopy Anchor Link

• Managing customers — search, filters, segments and archiving across the whole list.
• Getting started — set up your organisation's basics.
• Temperament flags — pet-level flags your team sees everywhere.