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.

Overview

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.

Bookings

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.

Billing

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 customer's saved card on file, when they've added one.
• 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.

Communication

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.

Administration

The staff-only working tab:

• Notes — see the notes section below.
• Customer alerts — create and manage the Info/Warning/Danger flags shown across WagDay.
• 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.

Pets

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.

Notes: internal vs customer-visible

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 fields

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.
• 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.

Related

• 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.