đ Growth plan and above only: This feature is available on the Growth plan and above.
An abandoned booking preserves the information a pet parent entered before leaving Online Booking. Your team can use that context to continue the conversation without asking the pet parent to start from the beginning.
Use this workflow to contact the pet parent and schedule an appointment from the captured information.
Contact the pet parent
Open Abandoned bookings: Go to Online Booking > Abandoned bookings.
Find the record: Use search or filters to open the correct attempt.
Review the details: Confirm the pet, service, preferred date or time, and any information that may affect the appointment.
Select Call or Text: Use the available contact action to follow up.
Record the outcome: If the pet parent is not ready to book, use your team's normal follow-up process.
đ Note: The abandoned-booking status does not change after every type of communication. Outgoing texts can update the latest open record to Contacted. Calls, incoming replies, and individual emails do not change the status by themselves.
Create a client profile for a new visitor
Select Add Client: Open the client-creation flow from the abandoned record.
Review the prefilled information: Confirm the name, phone, email, address, referral source, and pet details.
Resolve duplicates: Update the record if the phone number or email already belongs to another client.
Fill in missing information: Complete any required client or pet fields.
Select Save: Create the client profile.
â ď¸ Important: Questionnaire answers visible in the abandoned request may not transfer to the new client or pet profile. Review and copy any information your team needs before leaving the request detail.
Schedule the appointment
Select Schedule: Open the appointment flow from the abandoned record.
Review the prefilled fields: Confirm the client, pet, care type, service, staff, date, and time.
Replace unavailable selections: Choose a current service, staff member, date, or time if a captured selection is no longer valid.
Complete required fields: Follow the normal appointment validation for the selected care type.
Confirm the appointment: Finish creating the appointment.
Verify recovery: Return to the record and select View Booking to confirm the linked appointment.
How recovery is recorded
A qualifying appointment created by staff changes the latest open attempt to Recovered and links the appointment. Scheduling is a prefilled version of the normal appointment workflow; it does not restore the original booking or its payment credentials.
If a pet parent later completes a new Online Booking request on their own, that self-booking is not recorded as a staff recovery in Booking Insights.