Learning Hub · People

Client Onboarding

Configure and manage the step-by-step journey new clients follow before booking

What is Client Onboarding?

Client Onboarding defines the pipeline every new client must complete before they can make full bookings. The pipeline can include a Questionnaire, a Meet & Greet visit, and a Test Overnight Stay — each step configurable per client. Admins can skip or bypass steps for trusted clients, and the cascading toggle system ensures logical step ordering. When active, new clients appear in your Onboarding pipeline and progress through each step until approved.

The onboarding pipeline in detail

Each new client follows these steps from registration to full booking access.

Registration

When a client signs up (or is added by admin), they enter the onboarding pipeline. Their card shows "Setup Incomplete" until all required steps are done. They cannot make bookings yet.

Questionnaire

A comprehensive form covering the pet's medical history, feeding schedule, behaviour notes, emergency contacts, and vet details. Clients fill this in from their portal. Admins can see completion progress in the Forms section.

Meet & Greet

An in-person visit where you meet the pet and owner, assess temperament, check the facility is suitable, and verify vaccination certificates. This is a licensing requirement in many UK local authorities.

Test Overnight Stay

A trial stay (usually one night) to see how the pet settles, eats, sleeps, and interacts with other dogs. You observe behaviour and decide if longer stays are appropriate.

Approval

Once all required steps are complete, you approve the client. They get full booking access and move from the Onboarding pipeline to the main Clients list.

Interactive onboarding pipeline demo

🔧 Onboarding Pipeline

Sarah Mitchell

✅ Approved

✅

Client Signs Up

New registration received

✅

Questionnaire

Medical, feeding & behaviour info

✅

Meet & Greet

In-person visit & assessment

✅

Test Overnight

Trial stay to assess settling

✅

Approved

Full booking access granted

🔧 Onboarding Options

Toggle which steps this client must complete before they can make bookings.

Skip Onboarding Questionnaire

Client won't need to fill in the questionnaire form

Bypass Meet & Greet

Skip the in-person visit requirement

Bypass Test Overnight Stay

Skip the trial overnight — also auto-bypasses Meet & Greet

Cancel

Save Onboarding

🔧 Step 5 of 5 · Toggle options control which steps are required

Cascading onboarding toggles

The three toggles work together with smart cascading logic to prevent impossible configurations.

Skip Onboarding Questionnaire

The master toggle. When ON, the client doesn't need to complete the questionnaire. When OFF (default), the questionnaire is required and the sub-toggles are hidden — all steps are mandatory.

Bypass Meet & Greet

Only visible when questionnaire is skipped. When ON, the in-person visit is waived. This toggle is auto-enabled when "Bypass Test Overnight" is turned on (since skipping the overnight logically also skips the meet & greet).

Bypass Test Overnight Stay

Only visible when questionnaire is skipped. When ON, the trial overnight is waived AND the Meet & Greet toggle is automatically forced ON. This is the most aggressive skip — use only for transfers from trusted businesses.

Per-Client Override

These toggles exist both at the global policy level (Settings → Onboarding) and per-client (Client card → Onboarding button). Per-client overrides let you fast-track individuals without changing your default policy.

What happens at each onboarding stage

Click each scenario to see the result and email preview

New client registers on your portal

They appear in your Onboarding pipeline with a "Setup Incomplete" chip. They cannot make bookings until every required step is marked complete. They receive a welcome email with next-step instructions.

Welcome! Here's what happens next

to: client@example.com

Hi {{firstName}}, Welcome to {{businessName}}! Before you can make bookings, we'd love to meet you and your pet. Your next steps: 1. Complete the onboarding questionnaire in your portal 2. We'll arrange a Meet & Greet visit 3. A short test overnight stay Once everything is complete, you'll have full access to book any of our services. We can't wait to meet you! {{businessName}}

Admin bypasses all steps for a trusted transfer client

The pipeline steps show "Skipped" labels and the client is immediately approved. They can book right away without waiting for questionnaire, visit, or trial stay.

Meet & Greet visit is completed successfully

Admin marks the step as passed. The pipeline advances to the next required step (Test Overnight or straight to Approved if overnight is bypassed). The client sees their progress update in their portal.

Pro tips for onboarding

Most UK licensing authorities require at least a Meet & Greet — keep it enabled unless you have good reason to skip it.

The Test Overnight is excellent for anxious dogs or cautious owners — it builds confidence and trust before committing to a longer stay.

If a Meet & Greet reveals concerns (aggression, separation anxiety), you can leave the client in the pipeline without approving them. Use notes to record your observations.

For clients transferring from another business you know, use the "Skip Onboarding Questionnaire" + "Bypass Test Overnight" toggles to fast-track them. Their previous business has already done the vetting.

Always check vaccination records during the Meet & Greet. Upload certificate photos directly from admin rather than waiting for the client to do it.

Send a form reminder email if the questionnaire has been pending for more than a week — life gets busy and a gentle nudge converts.

The onboarding sidebar menu only appears when the onboarding policy is active. If you don't see it, check Settings → Policies → Client Onboarding.

Review your onboarding pipeline weekly. Clients stuck at "Pending" for too long may need a phone call rather than another email.

Learning Hub • Client Onboarding

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