đ Alpha: This feature is currently in alpha. We'll reach out if your account qualifies.
The Recovery List turns Booking Insights into a daily follow-up queue. It separates people who need action now, people intentionally hidden until later, and people recovered through a qualifying staff-created appointment.
Use this workflow to prioritize follow-up and verify how an opportunity was resolved.
Set the list scope
Go to Booking insights: Open Online Booking > Booking insights.
Select a date preset: Choose Last 7 days, Last 30 days, or Last 90 days.
Select an audience: Choose New visitors or Existing customers.
Open a state: Select Needs follow-up, Hidden, or Staff recovered.
Read a Recovery List row
Read each row from left to right:
Abandoned at: When the latest qualifying booking attempt was abandoned
Last contact: The most recent recorded contact shown for this person
Abandoned step: The last Online Booking step reached
Visitor/Customer and Contact: The identity and contact information available for follow-up
Quick Actions: The actions currently available, such as Text, Book, Hide, or View journey
Follow up with a person
Review the row: Check the abandoned step and last contact before reaching out.
Select Text: Send a message when the action is available.
Select Book: Open the appointment workflow when the person is ready to schedule.
Select View journey: Review the full context when the row alone is not enough.
đ Note: Sending a message, logging contact, or opening the journey does not automatically remove the person from Needs follow-up. Choose Hide from follow-up list or complete a qualifying booking when the row should leave the active queue.
Create a client profile for a new visitor
Select Create client profile: Use the enabled action on the new visitor's row.
Review the captured information: Confirm identity, contact, and pet details.
Select Save: Create the client profile.
Return to the row: Text and Book become available after the profile is created.
Creating the profile does not immediately reclassify the person as an Existing customer. The person becomes an Existing customer after the first appointment is completed or marked no-show.
Hide an opportunity until later
Select Hide from follow-up list: Open the hide options for the row.
Select Tomorrow or a custom time: Choose when the opportunity should return.
Check the return line: Confirm the date and time shown in "Comes back to your follow-up list."
Confirm the action: Move the person to Hidden.
There is no default hide duration. At the selected time, an eligible person returns to Needs follow-up, and the return is recorded in the activity history.
Verify staff recovery
Select Staff recovered: Open the recovered list for the current audience and date range.
Check Recovered at: Confirm when the qualifying appointment was created.
Select View appointment: Open the linked appointment when you need the booking details.
Select View journey: Open the evidence trail when you need the abandonment, contact, and recovery context.
A qualifying appointment must be created by staff after the latest open abandonment. An Online Booking self-booking is not labeled Staff recovered in the current Alpha behavior.
Read the Recovery Journey
The Recovery Journey can include:
Customer identity, contact, address, and service-area context
Recovered at, appointment date, abandoned step, booking source, and last contact
Preferred frequency, day, and time
Available pet, breed, weight, and vaccine information
The latest 10 activities, including abandonment, recovery texts, replies, and recovery events
The linked recovered appointment and displayed value
đ Note: A later cancellation does not remove historical staff recovery. Cancellation alone does not create a new open opportunity; a later qualifying abandonment can.
