📝 Overview
Online Booking is accessible through our PetCare Client Mobile App, available on smartphones and tablets, and a website widget that can be embedded directly on your website — allowing clients to schedule appointments without needing to download the app.
💡 Click the button below to learn more about PetCare Client Mobile app & Widget. Use the table of contents on the right to navigate to a specific section of the article.
📆 How to Configure Availability
Appointment availability is determined based on four factors – appointment type, provider, clinic hours, and existing appointments and blocks from the Schedule module. All of these factors are used to determine which times should be available for customers to book appointments.
Click the arrow to learn how to configure availability
Click the arrow to learn how to configure availability
Appointment Types
Only appointment types that are designated as being available for online booking will appear to clients who try to book appointments online. All appointment types are set to not be available for online booking by default. To change the online booking status for an appointment type:
Click on Settings
Click on Configurations, and select View Appointment Types
Click on the Edit option to the right of the appointment type
In the form that appears, change the value of the Book Online field to Allow booking online and save your changes
💡 Need to learn more about appointment types? Click the button below.
Available Providers
The columns that appear on the schedule will be used for purposes of selecting a "provider" when booking an appointment online. By default, schedule columns will be opted out of being able to be booked online. To change the online booking status of a schedule column:
Click on Settings
Click on Configuration" and select the option to View Schedule Columns
Click the gear icon and select Edit Column for the applicable schedule column
Click on the Available For field, and select the appointment types for which the column can be booked (note that all of the appointment types that are available for online booking will be listed here)
Click Save
💳 How to Collect Deposits
If you are using our Integrated Payments to process credit card payments, you can also collect a deposit as part of booking an appointment. Each appointment type can have its own deposit amount. Once the deposit is collected, a credit will appear on the client's account, which can then be used to offset the remaining balance for the visit.
⚠️ In order to collect deposits for online appointments, you must also use our Integrated Payments for payments processing. Click the button below to learn about our integrated payments.
Click arrow to learn how to collect deposits
Click arrow to learn how to collect deposits
Setting a Deposit Amount for an Appointment Type
Click on Settings
Click on Configurations and select View Appointment Types
Click on the gear icon for the appointment type for which you wish to require a deposit, and select Edit Appointment Types
Set the desired deposit amount in the form that appears (this option will only be enabled if the appointment type is allowed to be booked online)
Click Save
✅ How to Accept, Reschedule, or Reject Online Appointment Requests
Whenever an appointment is booked online, an email notification will be sent to the clinic’s email address. The appointment will appear in the clinic schedule with diagonal lines through it, which denotes that the appointment needs to be reviewed before it is completed.
💡 Save time at the front desk by letting clients confirm their appointment, complete required forms, and review any letters — all before they arrive. Any signatures collected will automatically sync to your account.
Click the arrow to learn how to accept, reschedule or reject requests
Click the arrow to learn how to accept, reschedule or reject requests
Pending appointments can be accepted, rescheduled, or rejected. These options appear by clicking on the appointment. If the appointment is acceptable, clicking on “accept” will send a confirmation email or SMS (If SMS is enabled in the Add Ons) message to the client, and provide for the option to generate an appointment reminder.
💡 If the clinic has SMS enabled (1 or 2 way), the client has a mobile number listed in their profile, and is opted in for SMS reminders; then the SMS option is the default selection.
If the appointment needs to be rescheduled, clicking on Reschedule will allow the clinic to change the date and time of the appointment, and provide the option to send an email or SMS to the clients, as well as provide for the option to generate an appointment reminder.
If the appointment is rejected, clicking on Reject will send a rejection email or SMS to the client. The default messages for accepted, rescheduled, or rejected appointments can be customized using email defaults under Settings > Configurations > View Email Defaults or for custom SMS messaging, navigate to Settings > Configuration > View SMS Defaults.
After an appointment is accepted or rescheduled, it will appear just like other appointments that were booked directly the practice. Rejected appointments will be removed from the Schedule.
📉 Pending Appointments Report
A report called Pending Appointments will appear under Reports > Schedule PetCare is enabled and configured. Use this report to easily approve, reschedule or reject online appointment requests. This report will list all of the appointments that have been requested online and that have yet to be approved, rescheduled, or rejected
💡 From the report, click or open the Appointment Date hyperlink in a new tab, which will bring you directly to the requested online booking appointment. This report allows for a better process, as a user can use the report to batch approve, reschedule or rejecting requested appointments.
❓Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to learn frequently asked questions
Click the arrow to learn frequently asked questions
How do clients access online booking?
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Click the arrow to see the answer
Clients can book appointments through the PetCare Client Mobile App (available on smartphones and tablets) or via a booking widget embedded on your practice's website — no app download required for website-based bookings.
What determines which appointment times are available for online booking?
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Click the arrow to see the answer
Availability is based on four factors: appointment type, provider (schedule column), clinic hours, and existing appointments or blocks in the Schedule module. All four are considered together to determine which times are bookable.
How do I make an appointment type or provider available for online booking?
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Click the arrow to see the answer
Both appointment types and providers (schedule columns) are opted out of online booking by default and must be enabled manually.
To enable an appointment type, navigate to Settings > Configurations > View Appointment Types, edit the appointment type, and set the Book Online field to Allow booking online.
To enable a provider, navigate to Settings > Configuration > View Schedule Columns, edit the applicable column, and select the relevant appointment types under the Available For field. Only appointment types already enabled for online booking will appear in this list.
Can I require a deposit when a client books online?
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Click the arrow to see the answer
Yes, if your practice uses PetCare Integrated Payments. Deposit amounts are configured per appointment type. Navigate to Settings > Configurations > View Appointment Types, edit the appointment type, and enter the desired deposit amount. This option is only available for appointment types that are already enabled for online booking.
Once collected, the deposit is applied as a credit to the client's account and can offset the remaining balance for the visit.
How do I review and act on online appointment requests?
Click the arrow to see the answer
Click the arrow to see the answer
When a client books online, you will receive an email notification. The appointment appears on the schedule with diagonal lines, indicating it is pending review. Click the appointment to Accept, Reschedule, or Reject it. The client will receive a confirmation, reschedule notice, or rejection via email or SMS depending on your SMS settings.
Default messaging for each action can be customized under Settings > Configurations > View Email Defaults or Settings > Configuration > View SMS Defaults.
To manage requests in bulk, use the Pending Appointments report under Reports > Schedule. Click the Appointment Date hyperlink to open any request directly in the schedule.