Learning Hub · Policies
Client Onboarding
What does this policy do?
The onboarding policy sets up the steps every new client must complete before they can make full bookings. This can include a Meet & Greet visit, a Test Overnight Stay, or both. It ensures you've met the pet and assessed suitability before committing to longer stays.
The onboarding pipeline
When active, new clients appear in your "Client Onboarding" section. They progress through each enabled step:
Meet & Greet
A short visit where you meet the pet and owner, assess temperament, and ensure your facility is a good fit. You check them in, observe, and either approve or flag concerns.
Test Overnight Stay
An overnight or short stay to see how the pet settles. You can assess behaviour, feeding, and how the pet copes away from their owner.
Questionnaire
Optionally send the client a questionnaire to fill in — covering feeding, medical history, behaviour notes, and emergency contacts.
Approval
Once all steps are complete, you approve the client and they can make full bookings going forward.
Client journey through onboarding
New client signs up with Meet & Greet + Test Overnight enabled
Client signs up
Questionnaire sent
Meet & Greet visit
Assessment approved
Test overnight stay
Onboarding complete!
What happens when it's active
Click each scenario to see the result and email preview
New client registers on your portal
They appear in your Onboarding pipeline, NOT in the main Clients list yet. They cannot make bookings until they complete all required steps.
Welcome! Your Next Steps
to: client@example.com
Welcome to our pet care family! Before you can make bookings, we'd love to meet you and your pet. Please complete your questionnaire, and we'll schedule a Meet & Greet visit.
Tips & best practices
Most boarding businesses use at least a Meet & Greet — it's a licensing requirement in many areas.
If you skip onboarding (policy inactive), ALL clients can book immediately.
The Test Overnight is great for anxious pets or cautious owners — it builds confidence.
The onboarding menu only appears in your sidebar when this policy is active.
Learning Hub • Client Onboarding
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