Guide

Services

Internal-Only Services

Updated 13 September 2026 - 7 min read
Open in Petboost

Overview

Some services work better when managed internally rather than through online self-service booking. Petboost gives you complete control: disable online booking for specific services while still using the full scheduling, invoicing, and payment system.

Common use cases:

  • Complex boarding with flexible handover arrangements
  • VIP or invite-only services for select customers
  • Consultation-first services requiring pre-booking discussion
  • Services under development being tested before public launch
  • Seasonal services hidden off-season

How Internal-Only Services Work

What Changes

FeatureSelf-Service EnabledSelf-Service Disabled
Visible on booking page✅ Yes❌ Hidden
Customers can book online✅ Yes❌ No
Staff can create bookings✅ Yes✅ Yes
Calendar scheduling✅ Yes✅ Yes
Invoicing✅ Yes✅ Yes
Payment processing✅ Yes✅ Yes
Reminders & notifications✅ Yes✅ Yes
Reporting✅ Yes✅ Yes

Key point: Disabling self-service booking only hides the service from your public booking page. Everything else works exactly the same.

What Stays the Same

When you manage a service internally, you still get:

  • Full calendar integration - Bookings appear on your schedule
  • Resource management - Kennel/room capacity tracking
  • Team assignment - Assign specific staff members
  • Invoicing - Automatic invoice generation
  • All payment methods - Card on file, SMS links, bank transfer, cash
  • Customer communications - Confirmations, reminders, receipts
  • Reporting - Revenue tracking, utilisation reports

Setting Up an Internal-Only Service

Step 1: Disable Self-Service Booking

  1. Navigate to Services → Select your service
  2. Go to the Booking Settings tab
  3. Find "Enable Self-Service Booking" toggle
  4. Turn it OFF
  5. Click "Publish Changes"

Step 2: Confirm the Change

After disabling:

  • Service no longer appears on your public booking page
  • Customers cannot book this service online
  • Staff can still create bookings for this service from Mission Control or Calendar

Step 3: Create Bookings Manually

When a customer wants this service:

  1. New → Appointment (or keyboard shortcut A)
  2. Select the customer and pet
  3. Choose your internal-only service
  4. Use Magic Schedule to find available times, or Quick Force to set exact times
  5. Create the booking

The customer receives confirmation just like any other booking.

Payment Workflows for Internal Bookings

Internal-only services use the same payment options as any other booking. You don't need a separate invoicing system.

If the customer has a saved payment method:

  1. Complete the service
  2. Mark appointment as complete
  3. Finalize invoice
  4. Click "Charge Card on File"
  5. Payment processes automatically
  6. Receipt sent to customer

Best for: Regular customers with payment methods saved

Send a secure payment link via SMS:

  1. Complete the service
  2. Mark appointment as complete
  3. Finalize invoice
  4. Select Secure Payment Link as payment method
  5. Under Deliver Link By, select SMS, then select $X • Send by SMS, check the preview and select Send Payment Link • $X
  6. Customer receives SMS with Stripe payment link
  7. Customer pays on their phone
  8. System automatically marks as paid

Fee: $0.30 SMS fee (in addition to standard payment fees)

Best for: Customers without saved cards, one-off bookings, remote payments

Option 3: Bank Transfer

Invoice with your bank details:

  1. Complete the service
  2. Mark appointment as complete
  3. Finalize invoice
  4. Select "Bank Transfer"
  5. Click "Send Invoice & Bank Details"
  6. Customer receives email with invoice and your BSB/Account
  7. When payment arrives in your bank, manually mark as paid

Fee: None

Best for: Large invoices, customers preferring bank transfer, corporate clients

Option 4: Cash / In-Person

Record cash or in-person payment:

  1. Complete the service
  2. Customer pays in person (cash, EFTPOS, etc.)
  3. Select "Cash" payment method
  4. Click "Record Cash Payment"
  5. Invoice marked as paid

Fee: None (if using your own EFTPOS) or standard Stripe Terminal fees

Best for: Walk-in customers, cash-preferred customers

Example: Managing Boarding Internally

Teya runs Master of Puppies. Her boarding service has flexible handover times agreed directly between Emma (staff) and each customer. Here's how she sets it up:

The Setup

  1. Create boarding service with default check-in (2pm) and check-out (11am) times
  2. Disable self-service booking - customers can't book boarding online
  3. Keep other services online - daycare, training still bookable by customers

The Workflow

  1. Customer enquires about boarding via phone/email
  2. Emma discusses dates and agrees exact handover times
  3. Teya creates booking in Petboost with agreed times (e.g., 10:30am drop-off)
  4. Customer receives confirmation email
  5. Pet stays, services added mid-stay as needed
  6. At checkout, Teya charges the saved card or sends SMS payment link
  7. Customer receives receipt

What Teya Gets

  • Full visibility - Boarding shows on calendar alongside daycare and training
  • Capacity management - Kennel capacity tracked, no overbooking
  • Professional invoicing - Itemised invoice with all stay services
  • Payment flexibility - Charge card, send link, or bank transfer
  • No separate system - Everything in one place

When to Use Internal-Only vs. Self-Service

Use Internal-Only When

✅ Service requires discussion before booking (consultation-first) ✅ Handover times are agreed individually (flexible boarding) ✅ You need to assess suitability before accepting (specialist services) ✅ Service is VIP/invite-only ✅ Testing a new service before public launch ✅ Seasonal service currently off-season

Use Self-Service When

✅ Service is standardised (same process every time) ✅ Customers can self-assess suitability (clear eligibility criteria) ✅ Fixed time slots work for your workflow ✅ You want 24/7 booking capability ✅ Reducing phone calls is a priority

Hybrid Approach

Many businesses use both:

  • Daycare, grooming, training → Self-service enabled
  • Boarding, specialist services → Internal-only
  • Initial consultations → Internal-only (staff follow up)
  • Regular appointments → Self-service enabled

Can customers still see internal-only services anywhere?

No. When self-service booking is disabled, the service is completely hidden from your public booking page. Customers cannot see or book it online.

Do internal bookings show on my calendar?

Yes! Internal bookings appear on your calendar exactly like self-service bookings. There's no visual difference - they're just regular appointments.

Can I switch a service between internal and self-service?

Yes. Toggle the "Enable Self-Service Booking" setting at any time. Changes take effect immediately for new bookings. Existing bookings are not affected.

Do customers receive confirmations and reminders for internal bookings?

Yes. Internal bookings follow the same notification switches as any other booking: confirmation and receipt emails follow Email the customer: booking updates, and reminders follow your reminder settings.

What if a customer asks why they can't book a service online?

Explain that this service requires coordination with your team. They can contact you directly to arrange a booking, and you'll set everything up for them.

Best Practices

For Boarding

  • Set realistic default times in service settings (even if you adjust per-booking)
  • Add buffer time between stays for cleaning and turnover
  • Use mid-stay services for walks, grooming, medication during boarding

For Consultation-First Services

  • Create a simple initial consultation service (self-service enabled)
  • Require initial service completion for advanced services
  • Follow up manually after consultation to book ongoing services

For VIP Services

  • Use customer notes to track VIP status
  • Consider package purchases for VIP customers
  • Set service eligibility to specific customer segments if needed