The Abandoned Booking feature helps you reconnect with potential clients who started but did not complete an online booking.

Instead of losing those opportunities, you can:

Contact clients directly using their pre-filled information
Schedule appointments on their behalf
Track recovery performance
Identify trends and optimize follow-up strategies

This feature is especially valuable for businesses focused on growing their client base without wasting marketing spend.

Availability: This feature is available on the Growth plan and above.

How to Access Abandoned Booking

💻 Desktop

Go to Online Booking in the navigation bar.
Click Abandoned Bookings from the top menu.
The Abandoned Booking List will appear.

🔴 Red Dot Indicator

The red dot next to “Abandoned Bookings” shows the number of requests currently in Abandoned status.

It does not count:

Contacted
Recovered

For example, if there are 2 abandoned requests, the red dot will display 2.

📱App

Tap Notifications from the left menu.
Select Abandoned Booking.
You’ll see:
- Abandoned key statistics
- The Abandoned Booking list

How to Use the Abandoned Booking List (Desktop)

1. Filter the List

Click All Filters (top right) to filter by:

Client type (New visitor / Existing client)
Abandoned step
Status (Abandoned / Contacted / Recovered)
Abandoned date
Last contact time

By default, the page opens with Abandoned status selected.

2. Export the List

Click Export to download an Excel (.xlsx) file.

Note: Export always downloads the full list, regardless of applied filters.

3. Search

Search by:

Client name
Pet name
Address
Phone number

4. Bulk Actions

Select one or multiple clients to:

Bulk edit
- Add to client list
- Delete
Send mass message
- Send mass text
- Send mass email

What Information Is Displayed?

Each abandoned request shows:

Abandoned date & time
Abandoned step
Client name
Pet (if entered)
Contact number
Care type (Grooming / Boarding / Daycare)
Status (Abandoned / Contacted / Recovered)
Last contact time
Action options (Add client / Schedule / View booking)

Managing Abandoned Requests

Once a client leaves the booking process, the request will appear in your Abandoned Booking List after 1 hour.

Click on the abandoned date or step to view the pre-filled booking information.
Clicking the client name will open their profile (or allow you to create one).

Contacting the Client

You can:

Click the call or message icon next to the phone number
Or use a Scheduled Recovery Message (covered below)

Important: The status changes to Contacted only if you contact the client directly from the Abandoned Booking page. Messages sent from the Message Center may not update the status automatically.

Actions

Add Client (When Leads Management is OFF)

If a new visitor does not yet have a client profile:

Click Add Client
Review and edit the pre-filled information
Click Save

The client will then be added to your client list.

When Leads Management is ON

New visitors who abandon booking will:

Appear in Leads Management
Show channel as Online Booking
Not appear in the Abandoned Booking list

You’ll manage them separately under Leads.

Schedule Appointment

After contacting a client:

Click Schedule
Book the appointment
Status automatically changes to Recovered
“View Booking” will appear under Action

📱App Instructions

On the app, you can:

Filter

Under Notification section, Tap on Abandoned booking> filters > select specific filter and tap Apply

Add Client

Open a specific abandoned request → tap Add Client → Save.

Contact

Tap the phone number to call or message.

Schedule

Tap Schedule to book and convert to Recovered.

How to Win Back Customers 💡

Scheduled Recovery Message

This tool automatically sends personalized follow-up messages to clients who abandoned booking.

It helps:

Re-engage visitors
Offer assistance
Recover lost bookings

These messages count as two-way marketing SMS and will consume SMS credits.

How to Set Up

Go to the Abandoned Booking page
Click Schedule Recovery Message
Turn it On

You’ll see an On/Off indicator showing its status.

Step 1: Select Recipients

Choose:

New visitors
Existing clients
Or both

If a new visitor replies, they will automatically be added to your client list.

Step 2: Select Abandoned Steps

You may choose:

Specific abandoned steps
Or all steps

Available filters may include:

Address (if required)
Pet
Service
Staff (if enabled)
Time
Additional pet info
Personal info
Payment requirement (if enabled)

Step 3: Schedule Message Timing

Choose to send:

X minutes/hours after abandonment (10 min–24 hours)
OR
Daily / Weekdays / Weekends at a specific time

Examples

If set to 2 hours after abandoned, the message sends exactly 2 hours after the client leaves.
If set to Every day at 9 AM, the system sends the message at 9 AM to all clients currently in Abandoned status.

Step 4: Message Content

You may:

Write your own message
Use the provided Recovery Template

Because this is a marketing SMS, the system will automatically add: “Reply STOPM to opt out.” This ensures compliance with SMS regulations (CAN-SPAM, TCPA).

To configure opt-out settings, go to Settings > Communication > Preference.

Important Rules

Scheduled Recovery Messages are sent only once
They apply only to clients in Abandoned status
After sending, status changes to Contacted

US Limitation for New Visitors

Only new visitors in the US can receive scheduled recovery messages.
Existing clients have no regional limitation.

When Leads Management is OFF:

New visitors (without client profiles) will not show message threads in Message Center.
They can still reply.
Once new visitor replies, they will automatically be added to your client list.

When Leads Management is ON:

Leads appear in Message Center
You can convert leads to clients within Leads Management

Mass Text and Email Campaigns

You can also bulk send recovery campaigns from desktop.

Select multiple prospects
Click Send Mass Message
Choose:
- Send Mass Text
- Send Mass Email