Managing customers

The Customers page is your front desk's view of the whole customer base — every pet parent, their pets, their bookings and what they owe, in one searchable list. Only Managers and above can open it.

List view vs card view

The page defaults to a list view: one row per customer with columns for Customer, Email, Phone, Pets, Alerts, Last visit, Next booking, Bookings and Balance. When the results fit on one page, you can click a column header to sort by it.

Use the view toggle at the top of the page to switch to cards — a grid where each card shows the customer's pets and recent bookings as quick popovers. Switching back is the same toggle.

Results are paginated at 20 customers per page. The status dropdown next to the view toggle switches between active customers and archived customers.

Search and filters

The search box matches first name, last name and email. Multi-word searches like "sam smith" work — each word has to match something.

Next to search you'll find filter popovers:

• Pet Type — customers with at least one dog, cat, rabbit, bird or other animal (pick several at once).
• Alerts — customers carrying an active alert of a given severity: Danger, Warning or Info.
• More Filters — two extra filters:
  • Upcoming bookings — has an upcoming booking, or no upcoming booking.
  • Balance — balance due (an unpaid invoice that's been sent, is overdue or is part-paid) or nothing owing.

Active filters appear as removable pills under the bar, and Clear filters wipes the lot.

Quick segments and saved segments

Below the filter bar is a row of one-click segment chips. Three presets ship out of the box:

• Unpaid upcoming booking — owes money and has a booking coming up. Your dunning list.
• No upcoming bookings — nobody on the books; candidates for a nudge.
• Vaccination expiring — owns a pet whose vaccination is expired or expires within 30 days.

There's also a Lapsed chip with a 30/60/90-day picker. A customer is lapsed when they have no completed visit in that window and no upcoming booking — customers who've never visited count too. It's your win-back list.

When you've built a filter combination you use often, click Save segment, give it a name, and it becomes its own chip. Clicking a chip applies its filters (including any saved search term); clicking it again clears them. Delete a saved segment with the × on the chip. Segments are saved per organisation, so your whole team sees them.

Customer alerts

Alerts are short flags on a customer record — "payment dispute open", "gate must be double-checked" — in three severities: Info, Warning and Danger. Active alerts show on the customer list and profile so staff see them before they act.

Danger is the serious one: while a customer has an active Danger alert, their bookings are held for staff review instead of auto-approving. Your facility controls this with its auto-approval hold settings (the danger-alert hold is on by default), so check with your Admin if bookings still auto-approve.

You create and manage alerts from the customer profile.

Archiving and restoring customers

Archiving hides a customer from your active list without deleting their history:

1. On the customer's row or card, click the Archive action.
2. Confirm in the dialog — the customer is archived and hidden from the active list.

To bring someone back, switch the status dropdown to archived customers, find them, and click Restore. Archived customers can be restored at any time.

There's a second archive action on the customer's own record — Administration → Archive on their profile — which does more: it archives their pets and cancels their upcoming bookings as well. Both actions land the customer in the same archived customers list, and both can be undone with Restore. Restoring brings the customer record back; pets archived and bookings cancelled by the profile action stay that way.

Archiving is also how you cut someone's portal access.

What archiving does to portal access

The moment an archive commits, the customer is locked out of the customer portal and the WagDay app:

• No new sign-in. Requesting a sign-in link or a 6-digit code does nothing — no email is sent. The portal still shows its usual "check your email" message, so an archived customer isn't told they've been archived.
• Existing sessions stop working. Anyone already signed in on a browser or in the app is signed out on their next action, including the app sign-ins that would otherwise have lasted weeks.
• No new bookings or pets. An archived customer can't book, add a pet or change anything through the portal.

Staff keep full access to the archived record in the dashboard — nothing is hidden from you, and the history is retained.

Restore turns sign-in back on. The customer signs in fresh next time — their old app sign-ins are not brought back — so they'll be asked for a link or code again on every device.

Only Managers and Admins can archive or restore customers.

Changing a customer's email address

The customer's email address is their portal identity, so changing it in the Edit dialog signs them out of the portal and the app. Let them know they'll need to sign in again using the new address.

Do-not-contact and opt-in flags

Each customer carries consent flags you can see on the list and edit from their profile's Edit dialog:

• SMS opt-in — they're happy to receive texts.
• Marketing opt-in — they're happy to receive marketing email.

Separate from opt-ins is do-not-contact, a hard restriction for situations like legal disputes. It's shown on the customer list and profile, and only Admins can set or lift it. While it's on, staff can't send that customer SMS from WagDay at all — opt-ins don't override it.

What's next?

• Customer profiles, notes and custom fields — the full tour of an individual customer record.
• No-show and late-cancel charges — put the balance filters to work.
• Temperament flags — the pet-level flags that show alongside alerts.