đ Growth plan and above only: This feature is available on the Growth plan and above.
Abandoned bookings connect incomplete Online Booking attempts with your team's follow-up and appointment workflows. The answers below explain the most common timing, status, data, and reporting questions.
Q: What counts as an abandoned booking?
A: It is an eligible Online Booking attempt that captured a phone number and enough information for follow-up but was not completed. Attempts that stop before enough information is available, do not have an applicable service or pet, or are otherwise ineligible may not appear.
Q: How long does it take for a record to appear?
A: Eligible records normally appear in the standard Abandoned bookings list after the one-hour cutoff. The booking information may be captured earlier, but the list and badge exclude the newest hour.
Q: Why is an abandoned booking missing?
A: Check whether the one-hour cutoff has passed, then clear filters and confirm the location. The attempt may also be outside the latest 30 days, may not have reached an eligible booking step, or may have been removed after the pet parent completed Online Booking.
Q: How long can I view abandoned bookings?
A: The standard list shows records from the latest 30 days.
Q: What does the red badge count?
A: It counts records currently in Abandoned status for the location you are viewing. It does not count Contacted or Recovered records.
Q: When does a record become Contacted?
A: Outgoing texts can update the latest open record to Contacted. A mass email can also update contact status when the campaign is stored or scheduled. Calls, incoming replies, and individual emails do not change the abandoned-booking status by themselves.
Q: Why did I call the pet parent but the status stayed Abandoned?
A: Calls do not update the abandoned-booking status. The status reflects selected outgoing message and appointment actions, not every communication your team has with the pet parent.
Q: When does a record become Recovered?
A: A qualifying appointment created by staff after the abandoned attempt changes the latest open record to Recovered and links the appointment. Creating a client profile or contacting the pet parent does not make the record Recovered.
Q: What happens if the pet parent completes Online Booking later?
A: A successful Online Booking submission removes the open abandoned attempt instead of recording it as a staff recovery. In Booking Insights, an online self-booking is not labeled Staff recovered.
Q: Why did Recovered remain after an appointment was cancelled?
A: Recovery is retained as historical attribution. A later cancellation, reschedule, or edit does not recalculate the abandoned record.
Q: How does Leads Management affect abandoned bookings?
A: Leads Management tracks a person, while Abandoned bookings tracks booking attempts. A new visitor can create an Online Booking lead and an underlying abandoned attempt. Because the two areas use different records and routing rules, do not expect their lists or totals to match one-to-one.
Q: Why do the Abandoned bookings list, the Online Booking overview, Leads Management, and Booking Insights show different totals?
A: They measure different things. The standard list tracks attempts, Leads Management tracks people, and Booking Insights counts distinct people using its selected dates and audience. Their date windows, location scope, and recovery definitions also differ.
Q: Does Export download only my filtered results?
A: No. Export downloads the location's full available Abandoned bookings list, regardless of the filters currently applied.
Q: Does Add Client copy every answer from the abandoned request?
A: It can prefill identity, contact, address, referral, and pet details. Questionnaire answers shown in the abandoned request may not transfer to the created profile, so review and copy any information your team needs.
Q: Does Schedule restore the original booking?
A: No. It opens the normal appointment workflow with available captured information prefilled. You still need to confirm current services, staff, dates, times, required fields, and appointment rules.
Q: Can I see abandoned bookings from every location at once?
A: No. The list, metrics, and export are scoped to the location you are currently viewing.
Q: Will a scheduled recovery message retry if delivery fails?
A: No. Each eligible abandoned record is processed once for scheduled recovery. Check message eligibility, credits, recipient details, and communication settings before relying on the send.