Nearly every question about notes is the same question underneath: who reads this. A booking holds three note boxes, the pet holds several more, and the box you pick decides whether the owner ever sees a word of it.
Three boxes on the booking, one of them private
- Open the booking from Appointments.
- On the Notes & Attachments tab, choose Business Notes.
- Write in Internal Notes (private) or Customer-facing Notes.
- If Notify customer? appears, answer it, then select Publish Changes.
All three are written on the booking's Notes & Attachments tab. The toggle there switches between Business Notes, which holds Internal Notes (private) and Customer-facing Notes, and Pet Owner Notes, which is what the owner typed when they booked.
| Box on the run sheet | Who writes it | Who reads it |
|---|---|---|
| Internal Notes | You | Staff only |
| Customer Notes | You | You and the owner |
| Pet Owner Instructions | The owner, when they booked | Both |
Trap
a warning that has to show every single time, like a dog who chews through leads, is not a booking note. It belongs on the pet, as Quick Notes or as an attribute, which is what fills the Quick Notes & Attributes column and the Extra-special Care panel on the profile.
A note you retype belongs somewhere else
- Open Services, then Manage on the service and Manage Service.
- On Notes Templates, write the note under Internal Notes.
- Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.
Copy from prior visit sits beside both boxes and only copies like for like, so internal notes never land in the customer-facing one. A note that is true of every booking of one service belongs on that service's Notes Templates tab, and a note that is true of the pet for good belongs in Grooming Templates on its profile, under Care & Grooming Templates then Preferences.
Tip
two dogs on one booking share one set of notes. Write notes per pet splits them, saves one note onto each pet's own profile, and leaves a pointer on the booking.
The report card is the customer note, with photos
- Open the booking from Appointments.
- Select Manage, then Preview Report Card, and check the card the owner will open.
- Select Manage, then Send Report Card SMS.
- Select Send Report Card.
Report card actions only appear once the booking has customer-facing notes or photos, under Print & Reports on the Manage menu. Internal notes never unlock them and never appear on the card. Preview Report Card opens the owner's own screen with Preview Mode in the corner, so you can check it before it goes anywhere.
Dog daycare: one card per dog per day is the product rather than a nice extra, so write the customer note as the day goes and attach the photos at the end. Pet sitting and concierge: the visit photo goes on the customer note rather than out of your own phone, so each visit leaves one card and the Opened badge tells you they looked.
Check
the card is delivered as one SMS carrying a link into the pet owner portal. There is no report card email, and the action picks up an Opened badge once the owner has followed that link.
