Quickly processing new requests is an important part of streamlining your facility's admin workflow. When a client submits a service request (such as boarding, daycare, or grooming), you will be notified via email with the details.
Check out this video on processing Pending Requests!
To process the request, navigate to your Scheduler → Pending Requests tab.
All Pending Requests are grouped by client. If a client submits multiple requests, they will be grouped together. The Date Range column displays the first and last date of the request.
Processing Pending Requests
Requests are processed on a client-by-client basis. To begin, click the “Process Request” button. A new table will be loaded with details of the request:
The request detail screen includes the following fields and options:
Client – The client whose requests you are currently processing. Click the client's name to go to the client’s profile.
Office Note – If you don’t plan on fully processing this request immediately, you can leave a note for yourself or others in your company. This note is only visible on this screen, is unique to this client’s requests, and is never visible to your clients.
Confirmation – If checked, we will send your clients a confirmation of all approved/rejected visits after all visits have been processed. Confirmations are delayed by 10 minutes after the last service in the request is processed. This gives you time to make any adjustments to the scheduled services.
Also available is the Customize Message option next to "Yes, Send Confirmation." This tool allows customization of the body of the confirmation email that clients will receive:
Approval Status – The selected status of the Service Request: Approve, Leave As Pending, Mark As Unavailable, or Delete.
Date – The requested start and end date.
Service – The requested main service (e.g., Boarding, Daycare, Grooming).
Drop-Off – The scheduled drop-off time for the service. For boarding and daycare, the client will bring their pet to your Facility at this time.
Pickup – The scheduled pickup time. For boarding and daycare, this is when the client will pick up their pet.
Pets – Pets selected for the requested service.
Add-Ons – Any requested Add-On services for this request.
Space – The Space (e.g., a boarding room or daycare area) to assign to the service. The selected Space's current occupancy for the requested date range is also displayed, helping you avoid overbooking.
Note From Client – Any note the client included when submitting their request. Check this for special instructions such as feeding schedules, medication needs, or behavioral notes.
Note: Multiple pets on one reservation cannot be assigned to different Spaces when approving a request. They can be assigned to different Spaces during the check-in process in Front Desk Mode. Otherwise, each pet would need to be scheduled for a separate event.
Note: Event dates cannot be edited or changed when processing a pending request. To change the date of an event, first approve the request. Or, you delete the request and schedule the services manually.
When you're finished, you can select "Finalize Changes" or manually mark requests in bulk from the dropdown menu in the upper right-hand corner:
In the next screen, you can review these changes, and a confirmation email will be sent to the client.
Tips for Facility Users
When approving requests for boarding, daycare, or grooming services, keep the following in mind:
Check Space occupancy before approving boarding or daycare requests to ensure you have availability and are not exceeding capacity limits.
Review the client's vaccination records before approving. If vaccines are expired or missing, consider leaving the request as pending until the client updates them.
For grooming requests, verify that the requested service matches the pet's breed and size requirements.
Use the "Customize Message" option to include facility-specific details in the confirmation, such as what to bring for a boarding stay or pre-grooming instructions.
For multi-day boarding stays, pay close attention to the drop-off and pickup times, as these affect billing and scheduling.