Business communications are the alerts Petboost sends to you and your team, not to customers. Emails to you go to the Business Email and texts to the Business Phone on Business Details, and Petboost does not send texts to a landline. Texts to you need SMS, which comes with Business Pro, Flex and Max, and they use your SMS allowance. Several alerts are on by default, but a new business account starts with every switch off. The payment-declined texts, and the alerts with no switch in the table below, always send.
What Petboost sends you
Each alert has its own switch on Notifications, in the stage named below.
| Alert | When it comes | Stage on Notifications |
|---|---|---|
| Email you: new booking copy | A customer books, reschedules, changes or cancels online, course enrolments included. It is a copy of the customer's email, addressed to your team, with a link to the booking | Booking Created |
| Text you: new booking alert | Any appointment is created, by your team or online | Booking Created |
| Email assigned team members | A booking is created, changed or cancelled. Each team member assigned to it gets an email, and so does a team member taken off it | Booking Created |
| Customer Note Alert (Business) email and Customer Note Alert SMS (Business) | A customer adds or edits notes or attachments on their booking in the pet owner app | Booking Updates |
| Email you: payment declined | A card pre-authorisation or a payment is declined | Payment Events |
| Pre-Auth Failed (Business) and Payment Failed (Business) texts | A card pre-authorisation or a payment is declined. These texts always send | Payment Events |
| Email you: abandoned bookings & unfinished profiles | Hourly, when a new customer starts a booking and leaves, or leaves their profile unfinished | Abandoned Bookings & Incomplete Profiles |
| Returning Customer Abandoned Bookings | Hourly, when an existing customer starts a booking and leaves | Abandoned Bookings & Incomplete Profiles |
| Abandoned Booking SMS | Hourly, a text about each abandoned booking | Abandoned Bookings & Incomplete Profiles |
| Email you: intake form submitted | A client fills in an intake form | Intake Forms |
| Email you: daily run sheet and Text you: daily run sheet | 6:30am, business time, on a day with appointments | Daily Run Sheet |
| Welcome Email, Cancellation Confirmation, Payment Failed (Member), Text you: payment failed and Weekly Membership Summary | A member joins, a member cancels, a membership payment fails, and once a week | Membership Notifications |
| A copy of the customer's receipt | A customer buys a package online | No switch |
| An email about your dedicated number | The review of your Communications Booster verification ends: your number is live, or the verification needs attention | No switch |
Petboost does not email you reports on automatic actions, capacity warnings, or monthly or quarterly summaries.
Get booking alerts
Switch these on to hear about bookings as they happen.
- Open Settings, then Notifications.
- Under Booking Created, switch on Email you: new booking copy to get a copy of each online booking by email.
- Switch on Text you: new booking alert to get a text for every new appointment.
- Optional: switch on Email assigned team members to email each team member about their own bookings.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
Rows marked To Business come to you and rows marked To Pet Owner go to the customer. Select Preview on a row to read the message. The wording of each alert is fixed.
Email you: new booking copy goes out with the customer's own email, so it needs Email the customer: booking updates on and an email address for the customer. Turning Email the customer: booking updates off stops both. A booking your team makes sends no copy. Email you: new booking copy and Email assigned team members cover the whole business and cannot be set per service.
Email assigned team members emails the Email Address on each team member's Personal Details. Team members get no booking emails while this switch is off.
Check
Make a test booking on your booking page, as a customer would, to see the alerts that reach you.
Get an alert when a customer adds a note
The alert tells you a customer has added special requests, new instructions or photos to an upcoming booking in the pet owner app.
- Open Settings, then Notifications.
- Under Booking Updates, switch on Customer Note Alert (Business) to get an email.
- Optional: switch on Customer Note Alert SMS (Business) to get a text as well.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
The alert names the customer, the pet, the service and the appointment date, with a link to the appointment. A service can have its own note alert setting. See Notifications for the per-service steps.
Turn the new booking text off for one service
Text you: new booking alert is a default that each service can change, for example to stop texts for a service your team always books at the counter.
- Open Services, select Manage on the service, then Manage Service.
- Choose Notifications.
- Under Appointment Updates, switch Text you: new booking alert off, or on.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
The switch shows Matches Default while the service does what your business setting does, and Different to Default once it has its own value.
Get payment, form and abandoned booking alerts
These alerts sit under Advanced options on Notifications.
- Open Settings, then Notifications.
- If Payment Events is not showing, switch on Advanced options.
- Under Payment Events, switch on Email you: payment declined.
- Under Abandoned Bookings & Incomplete Profiles, switch on Email you: abandoned bookings & unfinished profiles.
- Optional: switch on Returning Customer Abandoned Bookings, Abandoned Booking SMS, or both.
- Under Intake Forms, switch on Email you: intake form submitted.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
Email you: payment declined emails you when a card pre-authorisation or a payment is declined. It shows the customer, the service, the date, the amount and how the customer was told, with links to the appointment and to message the customer. The customer's own emails about it follow Email the customer: booking updates.
The texts Pre-Auth Failed (Business) and Payment Failed (Business) go to your Business Phone whatever the switches say. They show under Payment Events as switches you cannot turn off.
Petboost checks every hour for bookings left unfinished for more than an hour. Returning Customer Abandoned Bookings only sends while Email you: abandoned bookings & unfinished profiles is on. Abandoned Booking SMS texts your Business Phone. Auto Recovery SMS, in the same stage, texts the customer rather than you.
Email you: intake form submitted emails you each time a client fills in an intake form. A form your team completes on a client's behalf does not send it.
Get the daily run sheet
At 6:30am, business time, Petboost can email you the day's run sheet and text you a one-line summary.
- Open Settings, then Notifications.
- If Daily Run Sheet is not showing, switch on Advanced options.
- Under Daily Run Sheet, switch on Email you: daily run sheet.
- Optional: switch on Text you: daily run sheet.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
The email lists every active appointment for the day, grouped by start time, with owner contact details, notes, attributes and forms. Cancelled, declined and no-show appointments are left off. The text summarises the day's pets and bookings and what needs attention, with a link to Mission Control. Nothing is sent on a day with no appointments.
Get membership alerts
Membership Notifications appears on Notifications once you have a membership plan.
- Open Settings, then Notifications.
- If Membership Notifications is not showing, switch on Advanced options.
- Under Lifecycle, switch on Welcome Email and Cancellation Confirmation.
- Under Payments, switch on Payment Failed (Member).
- Optional: switch on Text you: payment failed.
- Under Business Intelligence, switch on Weekly Membership Summary.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
Welcome Email emails the member when they sign up and sends you a new-member alert. Cancellation Confirmation emails the member and tells you when a member cancels. Payment Failed (Member) emails the member and you when a recurring payment fails. Each of these switches controls the member's email and yours together. Text you: payment failed texts your Business Phone. Weekly Membership Summary is a weekly digest of active members, churn and revenue.
Change where alerts go
Alerts go to the contact details on Business Details.
- Open Settings, then Business Details.
- Change Business Email or Business Phone.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
Trap
Customers' replies to your booking emails also go to the Business Email, and customers see the Business Phone in some texts. Use details you want customers to have.
What the texts to you say
Texts to you follow fixed templates filled in from the booking. The customer's phone number prints in international format.
New booking alert:
New booking:
Sarah - Kiwi's Full Groom
Mon 12 January 2026 2:00pm
Ph: +61491570157
Customer note alert:
Customer note added:
Sarah - Kiwi's Full Groom Mon 12 January 2026
https://business.petboost.com/appointments/abc123
Pre-authorisation declined:
Pre-auth payment declined:
Sarah - Kiwi's Full Groom Mon 12 January 2026
Customer notified.
Ph: +61491570157
Payment declined:
Payment failed:
Sarah - Kiwi's Full Groom Mon 12 January 2026
Contact: +61491570157
Messages to many customers
Business communications come to you. To send one message to many customers, such as holiday hours, a policy change or a weather closure, or a promotion to customers who opted in to marketing, use Mass Text or Bulk Send on Messages. Both need Communications Booster. Petboost checks each message's content, handles opt-outs and keeps a send history. See Bulk SMS.
Troubleshooting
You are not receiving alerts
- Check the Business Email and Business Phone on Business Details. Alerts go there, not to the email you sign in with
- Check the Business Phone is a mobile. Petboost does not send texts to a landline
- Check the alert's switch is on under Notifications, and switch on Advanced options to see the stages below it
- For Email you: new booking copy, check Email the customer: booking updates is on and the customer has an email address. Bookings your team makes send no copy
- Check your spam or junk folder for emails
- Texts to you stop when your plan's SMS credits and any top-up credits run out. See SMS Credits
- Select Get Help in your dashboard to chat with our team
A team member is not receiving booking emails
- Check Email assigned team members is on under Booking Created
- Check the team member has an Email Address on their Personal Details
- Check the team member is assigned to a service on the booking
Related FAQs
Have questions about communications? See these commonly asked questions:
- What notification channels does Petboost support?
- When are notifications sent automatically?
- Can I see what messages were sent to a customer?
- Customers aren't receiving any notifications
Related features
- Settings → Notifications: the alerts you receive and the messages customers receive
- Settings → Business Details: the email and phone your alerts go to
- Team Members: the email address each team member's booking emails go to
- Settings → SMS: SMS credits and Communications Booster
- Settings → Automatic Actions: automated workflows
- Messages: 2-way SMS inbox (Communications Booster)
- Notifications: every notification switch, step by step
- Pet Owner Communications: the messages your customers receive