Get found and get booked
Customer Journey
Complete communication timeline for customer interactions
6 guides
- Customer Journey OverviewPetboost messages each customer at every stage of a booking, from the confirmation and reminders to changes, payments and cancellations, and alerts your team along the way. Notifications lists every message in that order, each with its switch.Updated 23 October 2026
- First-Time Customer JourneyA new customer books online by signing in with a code sent to their mobile, adding their pet and choosing a time. Petboost then messages them at each stage of the booking, following your Notifications settings.Updated 9 November 2026
- Returning Customer JourneyA returning customer signs in with a code sent to their mobile, books in four steps and can reschedule or cancel from their own app. Petboost reminds them before each visit and, when you turn it on, texts them when a pet is due to book again.Updated 27 October 2026
- Problem Resolution JourneyWhen a card hold or a payment is declined, or a booking moves, Petboost texts and emails the customer and your business on its own. Anything after that first message is one your team writes.Updated 28 September 2026
- Cancellation JourneyWhen a booking is cancelled, by your team or by the customer in their app, Petboost emails and texts the customer a fixed cancellation message. You choose whether each message sends, and your team writes any follow-up.Updated 8 November 2026
- Business-Managed JourneyWhen your team books for a customer, Petboost confirms the booking by email and text if you choose to notify them, reminds them before the visit and emails a receipt once the payment is taken. You choose which messages send and when.Updated 8 November 2026