The Attention System is one of Mission Control's most powerful features, automatically identifying appointments and pets that need your immediate attention. Learn how to use both Attention Required and Special Attention to run your business proactively.
Attention System Overview
What is the Attention System?
The Attention System continuously monitors your appointments and pets, flagging items that need action:
Attention Required:
Outstanding payments
Payment method issues
Depleted packages
Overdue status changes
Special Attention:
Medical conditions and allergies
Behavioural needs
Birthdays (7 days before and after)
Desexing alerts
Dietary requirements
Why It Matters
Proactive Operations:
Instead of discovering payment issues when a pet is departing, you see them first thing in the morning and can address them before the appointment even begins.
Better Care:
Medical and behavioural flags ensure your team knows about special needs before pets arrive, preventing incidents and providing better care.
Revenue Protection:
Outstanding payment tracking and bulk charge functionality help you collect revenue that might otherwise slip through the cracks.
Badge Colour Coding
The Attention System uses colour-coded badges for quick recognition:
Red - High priority (payment issues, medical conditions)
Amber - Medium priority (package alerts, behavioural needs, warnings)
Pink - Celebrations (birthdays)
Blue - Information (desexing alerts, dietary needs, status actions)
Attention Required
The Attention Required card identifies critical operational items needing immediate action.
What Shows in Attention Required
1. Outstanding Payments
What triggers this:
Appointments with unpaid invoices or failed payment attempts.
Appears as:
"Outstanding Payments" group
Red badge
Shows appointment details
Displays amount owed
Common scenarios:
Appointment completed but payment not processed
Payment method declined
Invoice created but not charged
Customer owes from previous visits
How to action:
Click the Attention Required card
Navigate to "Outstanding Payments" section
Review each appointment
Click appointment for quick actions
Process payment or contact customer
2. Payment Method Issues
What triggers this:
Customers without a payment method on file when one is required.
Appears as:
"Payment Method Issues" group
Red badge
Shows customer and pet details
Flags missing card
Why it matters:
If a customer doesn't have a payment method on file, you won't be able to automatically charge them after the appointment. Catching this early lets you collect card details before service.
How to action:
Click the Attention Required card
Navigate to "Payment Method Issues" section
Contact customer to add payment method
Or collect payment method at check-in
Update customer profile
3. Depleted Packages
What triggers this:
Customers whose package credits have run out or are running low.
Appears as:
"Depleted Packages" group
Amber badge
Shows package name and balance
Flags zero credits or low balance
Alert levels:
Zero Credits - Package completely depleted (amber badge)
Low Balance - 1-2 credits remaining (blue badge)
How to action:
Click the Attention Required card
Navigate to "Depleted Packages" section
Contact customer about renewal
Offer package purchase
Or switch appointment to single service payment
Proactive tip:
When you see "Low Balance" alerts, contact customers before they run out completely to arrange renewal.
4. Overdue Status Changes
What triggers this:
Appointments that should have progressed to the next status based on timing but haven't.
Appears as:
"Overdue Status" group
Blue badge
Shows expected vs actual status
Time overdue
Common scenarios:
Appointment confirmed but hasn't started (past start time)
Appointment in progress but hasn't completed (past end time)
Appointment completed but hasn't departed (pet still on-site)
How to action:
Click the Attention Required card
Navigate to "Overdue Status" section
Review each appointment
Update status to correct stage
Or verify appointment details are accurate
Why this helps:
Status tracking ensures appointments flow through your system properly and helps identify when pets are staying longer than scheduled.
5. Terms Not Agreed
What triggers this:
An upcoming active booking where the customer has not agreed to required terms or waivers.
Appears as:
Terms Not Agreed group
Red badge
One card per upcoming booking
Send SMS request when the customer has a mobile number
How to action:
Click the Attention Required card
Open the Terms Not Agreed group
Tap Send SMS request on a card
Optional: turn on Bulk SMS Mode, select cards, then tap Send SMS to {n} clients
The SMS includes a sign-in link that opens the appointment terms dialog. A successful send writes Terms & conditions request SMS sent on the customer's Timeline & Notes tab.
Customers also see your terms first thing when they log in. If they are at the desk, use Kiosk Mode. Full steps: Policies & Paperwork.
Viewing Attention Required Details
Opening the dialog:
Click the Attention Required card
Full-screen dialog opens
All attention items displayed with details
Dialog features:
Grouped by type - Payment issues, packages, status
Sort options - By type, start date, or pet name
Quick actions - Take action directly from the dialog
Appointment cards - Click any appointment for full details
Badge counts - See how many items in each category
Sorting options:
By Type - Groups all payment issues together, packages together, etc.
By Start Date - Chronological order (earliest appointments first)
By Pet Name - Alphabetical order
Taking Action from Attention Required
Quick action menu:
Each appointment in the Attention Required dialog has a three-dot menu:
Click the three dots
Choose your action:
View Appointment - See full details
Process Payment - Open payment dialog
Update Status - Change appointment status
Contact Customer - Open customer profile
Edit Appointment - Modify appointment details
Keyboard shortcut: Esc to close the dialog
Bulk Charge Functionality
Process multiple outstanding payments in one action.
When to use bulk charge:
End of day payment collection
Weekly outstanding payment processing
Before public holidays
Any time you have multiple unpaid invoices
How bulk charge works:
Click the Attention Required card
Navigate to "Outstanding Payments" section
Click the "Bulk Charge" button
Revenue Preview - See total amount to be collected
Select appointments - Choose which to charge (or all)
Click "Process Bulk Charge"
System attempts to charge all selected appointments
Results dialog - Shows successful and failed charges
Revenue collection preview:
Before processing, you'll see:
Total amount to be collected
Number of appointments selected
Breakdown by customer (if multiple)
Success and failure handling:
After bulk charge completes:
Successful charges - Marked as paid, receipt sent (green)
Failed charges - Remain unpaid, reason shown (red)
Summary - Total collected and total failed
Failed charges:
Common reasons:
Insufficient funds
Expired card
Card declined by bank
No payment method on file
What to do with failures:
Review failure reasons
Contact customers individually
Request alternative payment method
Retry charge once issue resolved
Special Attention
The Special Attention card highlights pets and appointments needing extra care.
What Shows in Special Attention
1. Medical Conditions and Allergies
What triggers this:
Pets with health-related attributes flagged in their profile.
Appears as:
"Medical Conditions" group
Red badge
Shows pet name and condition
Displays attribute details
Common medical flags:
Allergies (food, environmental)
Chronic conditions (arthritis, diabetes)
Medications required
Recent surgeries or injuries
Age-related conditions
Vaccination status concerns
How to action:
Click the Special Attention card
Navigate to "Medical Conditions" section
Review each pet's needs
Brief your team before pet arrives
Prepare any special equipment or medication
Update handling instructions if needed
Best practice:
Check Special Attention every morning and brief your team during the morning huddle.
2. Behavioural Needs
What triggers this:
Pets with behavioural attributes requiring special handling.
Appears as:
"Behavioural Needs" group
Amber badge
Shows pet name and behaviour type
Displays handling instructions
Common behavioural flags:
Separation anxiety
Aggression towards other pets
Fear or nervousness
Reactive behaviour
Requires solo play
Sensitive to noise
Specific handling requirements
How to action:
Click the Special Attention card
Navigate to "Behavioural Needs" section
Review each pet's behaviour profile
Plan appropriate handling approach
Allocate experienced team members
Prepare separate space if needed
Inform all staff who'll interact with the pet
Safety tip:
Always review behavioural flags before a pet arrives. Never assume a pet's behaviour without checking their profile.
3. Birthday Tracking
What triggers this:
Pets with birthdays within 7 days (before or after today).
Appears as:
"Birthdays" group
Pink badge
Shows pet name and birthday
Indicates if today, upcoming, or recent
Birthday window:
7 days before - Upcoming birthdays
Today - Birthday is today!
7 days after - Recent birthdays (if you missed it)
How to action:
Click the Special Attention card
Navigate to "Birthdays" section
See which pets are celebrating
Prepare special treats or attention
Take photos for social media
Send birthday wishes to owner
Making birthdays special:
Give a special treat
Extra playtime or cuddles
Birthday photo for the owner
Small gift or toy
Post to social media (with permission)
Birthday card or email to owner
Marketing opportunity:
Pet birthdays are perfect for:
Social media posts (with owner permission)
Birthday packages or promotions
Customer engagement
Building relationships
4. Desexing Alerts
What triggers this:
Age-based alerts for pets that may need desexing.
Appears as:
"Desexing Alerts" group
Blue badge
Shows pet age
Desexing status
Alert criteria:
Different age thresholds for different breeds and sizes. Generally triggers for:
Puppies over 6 months
Kittens over 4 months
Based on breed-specific recommendations
How to action:
Click the Special Attention card
Navigate to "Desexing Alerts" section
See which pets may need desexing
Mention to owner (if appropriate)
Provide vet referral information
Update pet profile if already desexed
Note: This is informational only. Always respect owner decisions about desexing.
5. Dietary Requirements
What triggers this:
Pets with special feeding needs or restrictions.
Appears as:
"Dietary Requirements" group
Blue badge
Shows pet name and dietary needs
Feeding instructions
Common dietary flags:
Food allergies or intolerances
Prescription diet
Weight management
Special feeding schedule
No treats allowed
Specific food brands required
Fasting requirements
How to action:
Click the Special Attention card
Navigate to "Dietary Requirements" section
Review feeding instructions
Prepare appropriate food
Label food bowls clearly
Brief feeding staff
Monitor to ensure compliance
Using the Attention System Effectively
Morning Workflow
Step 1: Review Attention Required (5 minutes)
Open Mission Control
Check Attention Required card
Review outstanding payments - bulk charge if needed
Check payment method issues - add to morning call list
Review depleted packages - note for customer contact
Step 2: Review Special Attention (5 minutes)
Check Special Attention card
Review medical conditions - brief team
Check behavioural needs - assign appropriate staff
Note birthdays - prepare treats
Review dietary requirements - prepare special food
Step 3: Team Brief (5 minutes)
Share attention items with your team:
"Bella has separation anxiety - needs gentle handling"
"Max is celebrating his birthday today - extra treats!"
"Luna requires prescription food - labelled bowl in fridge"
"Charlie's owner doesn't have a card on file - collect at pickup"
Total time: 15 minutes for full operational awareness
Throughout the Day
Check Attention Required:
After processing appointments - see if payments cleared
Before end of day - catch any missed payments
After pet arrivals - verify payment methods collected
Check Special Attention:
Before pet check-ins - remind team of special needs
After incidents - document in pet profile
End of day - ensure all special care was provided
End of Day Workflow
Payment Collection:
Open Attention Required
Review outstanding payments
Use bulk charge to collect all payments
Contact customers for failed charges
Update notes for follow-up
Next Day Preparation:
Check tomorrow's Special Attention (change date to tomorrow)
Note any complex medical or behavioural needs
Plan staffing for special care requirements
Prepare any special equipment or food
Attention System Best Practices
For Business Owners
Daily review:
Check attention cards first thing each morning
Use bulk charge weekly to collect outstanding payments
Monitor trends in attention items (increasing payment issues?)
Team delegation:
Assign responsibility for morning attention review
Ensure all staff check Special Attention before pet arrivals
Create protocols for handling attention items
Revenue protection:
Set a rule: no pet departs without payment
Use bulk charge for end-of-week collections
Follow up on failed charges within 24 hours
For Team Members
Before each shift:
Check Special Attention for your assigned pets
Note any medical or behavioural flags
Prepare necessary equipment or food
During appointments:
Reference special attention notes if behaviour changes
Document any incidents in pet profile
Update handling instructions if needed
At checkout:
Verify payment processed (prevents outstanding payment flags)
Update status properly (prevents overdue status flags)
Collect payment method if missing
For Reception Staff
Morning routine:
Print Special Attention list for reference
Brief arriving staff on attention items
Prepare for pets with special needs
Throughout the day:
Check Attention Required before each departure
Collect payment methods from flagged customers
Process payments before pets leave
End of day:
Review outstanding payments
Process bulk charge if authorised
Document follow-up required
Customising Attention Sensitivity
While you can't currently customise which items appear in the Attention System, you can:
Manage pet attributes:
Add/remove medical conditions in pet profiles
Update behavioural flags as pet behaviour changes
Mark dietary requirements accurately
Payment settings:
Configure when payments are required (settings)
Set up automatic charging (reduces payment attention items)
Adjust package low balance thresholds (when implemented)
Status timing:
Ensure service durations are accurate (reduces overdue status flags)
Update appointment times if running late
Move appointments to correct status promptly
Troubleshooting the Attention System
Q: Why am I seeing so many outstanding payment flags?
A: You may need to:
Enable automatic payment processing
Ensure staff are processing payments at departure
Use bulk charge more frequently
Check that payment methods are captured at booking
Q: A pet appears in Medical Conditions but shouldn't
A: Check the pet's profile attributes. Remove or update the medical attribute if it's outdated or incorrect.
Q: Birthday tracking isn't showing a pet I know is celebrating
A: Verify the pet's date of birth is entered correctly in their profile. Birthday tracking requires an accurate birth date.
Q: What's considered "overdue" for status changes?
A: Generally:
Confirmed → In Progress: 15 minutes after start time
In Progress → Completed: 15 minutes after end time
Completed → Departed: 30 minutes after completion
These timings may vary based on your business settings.
Q: Can I dismiss attention items?
A: No, attention items automatically clear when the underlying issue is resolved (e.g., payment processed, status updated, package renewed).
Q: The attention counts don't match what I see in the dialog
A: Refresh the page. Attention counts update in real-time but occasionally need a refresh after bulk actions.
Q: Can I export the attention list?
A: Not currently, but you can print the dialog screen or take a screenshot for reference.
Attention System Integration
The Attention System integrates with other Mission Control features:
With View Modes
List View - Appointments with attention items show badges on cards
Workflow View - Cards display attention badges in all columns
Pets View - Pets with special attention highlighted prominently
With Filtering
Use Quick Filters to focus on attention items:
Needs Payment filter - Shows outstanding payment appointments
Special Attention filter - Shows pets with medical/behavioural flags
With Search
Search works within attention items:
Search for a pet name in Attention Required dialog
Search for specific conditions in Special Attention
With Mobile
Mobile Attention Cards:
On mobile (Overview tab), attention cards show:
Total count
High-priority count
Tap to open full details
Mobile bulk charge:
Bulk charge works on mobile with touch-optimised interface:
Select appointments with checkboxes
Scrollable appointment list
Large "Process Charge" button
What's Next?
Filtering & Organisation - Advanced filtering techniques
Mission Control FAQ - Common questions and troubleshooting
View Modes - Choose the right view for your workflow
Related Documentation
Getting Started - Mission Control basics
Customers & Pets - Managing pet attributes
Payment Processing - Processing payments
Packages - Package management
Attention System Philosophy:
"Proactive awareness prevents reactive problems. Know what needs attention before it becomes urgent."