Overview
Customer Journey documentation maps all communication touchpoints throughout the customer lifecycle in your pet service business. This comprehensive guide shows exactly when, why, and how each SMS and email is triggered, providing complete visibility into your automated communication system.
Included in Business Pro Plan
Communication Events
SMS Messages (Customer-Facing)
Appointment Communications:
Appointment Reminder - Standard reminder before appointments
Appointment Friday Reminder - Weekly reminder for upcoming appointments
Appointment Rescheduled - Notification when appointment times change
Appointment Cancelled - Confirmation when appointments are cancelled
Payment Communications:
Pre-Auth Payment Issue - Alert when pre-authorisation fails
Payment Declined - Notification when payment processing fails
Email Messages (Customer-Facing)
Appointment Lifecycle:
Appointment Reminder - Detailed reminder with service information
Appointment Friday Reminder - Weekly summary of upcoming appointments
Appointment Rescheduled - Complete rescheduling notification
Appointment Accepted - Confirmation when business accepts appointment
Appointment Created - New appointment confirmation (business-created)
Appointment Created by Pet Owner - Self-service booking confirmation
Appointment Declined - Alternative options when appointment declined
Appointment Cancelled - Business-initiated cancellation notification
Appointment Cancelled by Pet Owner - Customer-initiated cancellation
Appointment Finalised - Service completion notification
Payment Communications:
Appointment Payment Succeeded - Payment confirmation with receipt
Appointment Refund Issued - Refund processing notification
Pre-Auth Heads Up - Pre-authorisation notification (72 hours before)
Business Communications
Operational Notifications:
New Appointment Notifications - Business alerts for new bookings
Payment Processing Alerts - Financial transaction notifications
System Performance Alerts - Automation and system status updates
Customer Communication Alerts - Customer feedback and service issues
Journey Scenarios
1. First-Time Customer Journey
Discovery → Booking → Service → Follow-up
Customer discovers business online
Books appointment through self-service portal
Receives confirmations and reminders
Attends appointment with team member
Receives completion notifications and receipts
Follow-up communications for future bookings
2. Returning Customer Journey
Familiar Booking → Service → Retention
Customer books recurring appointment
Receives familiar communication sequence
Modifies existing appointment if needed
Attends appointment with preferred team member
Receives completion notifications
Retention communications
3. Problem Resolution Journey
Booking → Issue → Resolution → Service
Customer books appointment normally
Payment or scheduling issues occur
Business resolves problems proactively
Appointment proceeds with enhanced communication
Service completion with follow-up
Relationship recovery communications
4. Cancellation Journey
Booking → Cancellation → Recovery
Customer books appointment
Customer cancels due to circumstances
Business processes cancellation efficiently
Refund communications and timeline
Rebooking incentives and alternatives
Future booking encouragement
5. Business-Managed Journey
Business Creation → Customer Notification → Service
Business creates appointment for customer
Customer receives comprehensive notifications
Appointment proceeds with business oversight
Business manages completion and follow-up
Customer receives final communications
Relationship building through service
Communication Timeline
Pre-Appointment Phase
72 Hours Before:
Pre-authorisation notification (if enabled)
Payment method verification
24-48 Hours Before:
Appointment reminder (SMS + Email)
Service preparation instructions
Team member introduction
Friday Reminders:
Weekly summary of upcoming appointments
Weekend preparation notifications
Appointment Day
Morning of Appointment:
Final reminder (if configured)
Last-minute preparation tips
Contact information for questions
During Appointment:
Business receives status updates
Customer receives progress notifications
Payment processing alerts
Post-Appointment Phase
Immediately After:
Service completion notification
Payment confirmation and receipt
Team member feedback request
24-48 Hours After:
Service completion notification
Payment confirmation and receipt
Message Triggers
Automatic Triggers
Time-Based:
Appointment reminders (configurable timing)
Friday weekly reminders
Pre-authorisation notifications
Post-appointment follow-ups
Event-Based:
New appointment creation
Appointment modifications
Payment processing results
Service completion
Conditional Triggers
Customer Behaviour:
No-show patterns
Cancellation history
Payment issues
Service preferences
Business Rules:
Service-specific requirements
Team member assignments
Resource availability
Operational capacity
Communication Channels
SMS Messages
Characteristics:
High open rates (98%+)
Immediate delivery
Short, actionable content
Mobile-optimised format
Best For:
Time-sensitive updates
Appointment reminders
Payment alerts
Last-minute changes
Email Messages
Characteristics:
Professional formatting
Detailed information
Business branding
Action buttons and links
Best For:
Appointment confirmations
Detailed receipts
Service summaries
Marketing communications
Message Customisation
Template Variables
Pet Information:
#{{PetFirstName}}- Pet's first name#{{PetFullName}}- Pet's complete name#{{PetAnimalTypeEmoji}}- Pet type emoji
Appointment Details:
#{{ServiceLabel}}- Service name#{{StartTime}}- Appointment time#{{StartDate}}- Appointment date#{{TeamMemberName}}- Assigned team member
Business Information:
#{{BusinessName}}- Your business name#{{BusinessPhone}}- Contact number#{{AppointmentLink}}- Direct booking link
Timing Configuration
Reminder Timing:
Weeks: 0-4 weeks before
Days: 0-7 days before
Hours: 0-23 hours before
Minutes: 0, 15, 30, 45 minutes before
Common Settings:
2 hours - Same-day appointments
24 hours - Standard reminder
48 hours - Grooming appointments
1 week - Monthly recurring
Business Value
Customer Experience
Benefits:
Reduced no-shows through timely reminders
Clear communication reduces confusion
Professional service builds trust
Convenient self-service options
Operational Efficiency
Benefits:
Automated communication reduces manual work
Proactive issue resolution
Streamlined payment processing
Better customer relationship management
Business Growth
Benefits:
Improved customer retention
Increased booking frequency
Better online reviews
Enhanced business reputation
Related Documentation
For detailed journey documentation:
First-Time Customer Journey - Complete new customer experience
Returning Customer Journey - Loyal customer communications
Problem Resolution Journey - Issue handling and recovery
Cancellation Journey - Cancellation and rebooking process
Business-Managed Journey - Business-created appointments
For communication configuration:
Settings → Notifications - Configure message timing and content
Settings → Pro Automations - Set up automated workflows
Settings → Branding - Customise message appearance
Appointments - Send manual messages to customers