Question 1

How does Petboost automation work?

Accepted Answer

Petboost lets you automate as much or as little of the appointment lifecycle as you want. From self-service booking 24/7 and automated reminders, through to payment pre-authorisation, invoicing, and automatic card charging. You choose what to automate per service. With 50%+ of appointments self-service and 70%+ booked after hours, it's like having a 24/7 receptionist trained on your rules. Notice periods, terms acceptance, vaccination requirements, and reminders all run on autopilot.

Question 2

Can I configure automation differently for each service?

Accepted Answer

Yes! Each service can have its own automation settings. Dog trainers often want auto-confirmation but manual completion (to add progress notes). Daycare might want pre-hold funds but manual check-out. Pet concierge can use full automation for predictable home visits.

Question 3

What automated messages does Petboost send?

Accepted Answer

Petboost sends: appointment confirmations, reminder emails/SMS (configurable timing), payment receipts, rescheduling/cancellation notifications, course enrolment confirmations, weekly appointment summaries (optional), and vaccination due reminders.

Question 4

How do appointment reminders work?

Accepted Answer

Configure reminder timing from 2 hours to 1 week before appointments. Reminders can be sent via email, SMS, or both. Include appointment details, location, any preparation instructions, and options to confirm or reschedule.

Question 5

Does Petboost send SMS messages?

Accepted Answer

Yes! Automated SMS includes: appointment reminders, payment confirmations, payment link delivery, pre-authorisation alerts, and critical notifications. SMS costs are included in your subscription with no per-message fees.

Question 6

When are SMS reminders sent?

Accepted Answer

Configure SMS reminder timing from 2 hours to 7 days before appointments. Most businesses use 24-hour reminders as the sweet spot: enough notice to reduce no-shows without being so early customers forget. You can also enable 2-hour reminders for high-value services. SMS includes appointment details, a link to manage/reschedule, and your business contact info.

Question 7

Can I customise email templates?

Accepted Answer

Email notifications include your business logo and branding. While the overall structure is standardised for reliability, key content (business name, contact details, instructions) are automatically personalised. Professional appearance, zero effort.

Question 8

What triggers the Auto-Pay automation?

Accepted Answer

When enabled, Auto-Pay charges the customer's card on file 30 minutes after the appointment is marked complete. This delay allows for any final adjustments (tips, additional services). If payment fails, staff are notified immediately.

Question 9

Why isn't Auto-Pay working for some of my services?

Accepted Answer

This is the #1 source of payment confusion! Auto-Pay is configured per SERVICE, not just globally. Even if Auto-Pay is enabled in Settings → Pro Automations, each individual service also has its own Auto-Pay toggle. Check Services → [Service Name] → Pricing & Duration → Auto Pay. If it's OFF for that service, appointments won't auto-charge. Quick fix: review all your services and ensure Auto-Pay is enabled on each one you want to auto-charge.

Question 10

How does Pre-Hold Funds (No-Show Protection) work?

Accepted Answer

Pre-Hold (Pre-Authorisation) is Petboost's No-Show Protection system. Here's how it works: 72 hours before the appointment, Petboost automatically verifies the customer's card and places a temporary hold (funds reserved, not charged). If the card is invalid or has insufficient funds, both you AND the customer are notified immediately. After service completion, the hold is captured as payment. If the customer cancels, the hold releases automatically with no refund process needed. This differs from deposits: pre-auth reserves funds without charging immediately, making cancellations simpler for everyone. Businesses report 80%+ reduction in no-shows with pre-auth enabled.

Question 11

Why does Petboost use Pre-Authorisation instead of Deposits?

Accepted Answer

Pre-authorisation achieves the same no-show protection as deposits but with less friction. With pre-auth: funds are reserved (not charged), holds release automatically if cancelled (no refund needed), and customers feel less 'locked in'. With deposits: funds are charged immediately, refunds require manual processing, and you have accounting complexity for unearned revenue. Pre-auth gives you the protection you need without the administrative overhead. For true prepayment, you can sell packages upfront instead.

Question 12

Can customers reply to automated messages?

Accepted Answer

Automated emails can be configured with reply-to addresses. SMS messages are one-way notifications. For two-way communication, customers should contact your business directly via the contact methods in your messages.

Question 13

Do I receive notifications as the business owner?

Accepted Answer

Yes! Receive notifications for: new bookings, cancellations, payment failures, pre-authorisation issues, package purchases, and daily/weekly summaries. Configure notification preferences per staff member and delivery method.

Question 14

Can I turn off all automations?

Accepted Answer

Absolutely. Start conservative with only booking confirmations, then gradually enable more automation as you get comfortable. Many businesses run minimal automation for months before expanding. You're always in control.

Question 15

What happens if automation fails?

Accepted Answer

Automation failures (e.g., payment declined, email bounce) generate immediate alerts to staff. Appointments are flagged for manual follow-up. Nothing proceeds without your awareness. Full audit trail tracks all automation events.

Question 16

How does check-in and check-out work?

Accepted Answer

Petboost tracks appointment lifecycle with clear status transitions. Check pets in when they arrive (status changes to In Progress), check out when service completes (status changes to Complete). Each transition is timestamped for accurate service time tracking. Staff can check in/out from Mission Control, the Calendar, or the Appointment detail view.

Question 17

Can I track actual service time vs scheduled time?

Accepted Answer

Yes! Check-in and check-out timestamps show actual vs scheduled duration. This helps identify services that consistently run over, staff efficiency patterns, and pricing adjustments needed for complex pets. The data appears in appointment history and can inform scheduling decisions.

Question 18

Does check-out trigger automatic payment?

Accepted Answer

When Auto-Pay is enabled for a service, check-out (marking the appointment as Complete) starts a 30-minute countdown before charging the customer's card on file. This delay allows time for tip additions or price adjustments. If you need to charge immediately, use the manual charge option instead of waiting for auto-pay.

Automations & Notifications