The Welcome Packet

The Welcome Packet is how a new customer gets set up before their first visit — one emailed link that gathers everything you need: your onboarding questions, contract signatures, document uploads, and vaccination records. The customer fills it in from their phone, no account or password required, and the answers land straight on their profile.

Each pet owner has exactly one welcome packet, with one permanent link — resending never invalidates the copy already in their inbox.

Welcoming a New Customer

From the Customers page (or the Welcome Packets worklist), click Welcome New Customer. It opens a single form — one form, one send — with three cards:

1. Owner — first name, last name, phone (required), and email (that's where the welcome packet goes).
2. Pets — add every pet now, or later from the profile; the packet updates itself either way. Name and species per pet, breed optional.
3. Welcome packet — what the welcome email will ask for: your published onboarding form, a checkbox per active contract template, a checkbox per facility document (all pre-checked — untick anything this customer shouldn't get), and vaccination record uploads when owner uploads are on.

Finish with Create & send packet — or Create without sending to hold the email (the packet waits under Not sent on the worklist). Everything is created together: if a pet can't be saved, nothing is.

Possible existing customer: as you type the contact details, the form checks your client base for an existing owner with the same email or phone number and shows any matches inline, with links to their profiles — "Open their profile instead — or continue if this is someone new." It warns, it never blocks.

You can also send (or resend) a packet anytime from the owner's profile — the amber Send Welcome Packet button in the header — and if automatic sending is on, the plain Add Owner form sends it on creation too.

What the Customer Receives

The welcome email ("🐾 Welcome to [your facility], [first name]!") lists what's inside their packet and links to their personal page at yoursubdomain.goodstay.pet/welcome/…. The link is the whole sign-in: it never expires, and it takes about five minutes to complete.

The page shows only what applies to that customer:

• About you — your owner-level questions
• About [pet name] — your pet-level questions, repeated per pet
• Vaccination Records — one upload per missing required vaccine, when owner uploads are enabled (uploads go to your Vaccine Reviews queue, never straight onto the pet). With uploads off, the customer instead sees a note to bring records to their first visit.
• Documents — your facility documents to download, complete, and upload back
• Contracts & Waivers — each agreement, signed by typing their full legal name

Save Progress keeps everything and lets them come back later on the same link; Submit Welcome Packet checks that required documents and contracts are done, then shows a "You're all set!" confirmation. After submission the link shows a read-only summary.

What Comes Back to You

• The standard questions — emergency contact, veterinarian, allergies, medical conditions, behavior notes — write directly onto the owner and pet profiles. Blank answers never erase existing data, and because these are the same fields Pre-Check forms use, every future Pre-Check arrives prefilled.
• Custom questions appear in an Onboarding answers card on the owner's profile (owner questions) and each pet's profile (pet questions).
• Signed contracts are recorded exactly like any other e-signature; completed documents come back with the packet; vaccination uploads wait in the review queue.
• The Welcome packet completed facility notification (on by default) emails you when a customer submits.

The Worklist

Welcome Packets in the sidebar (under Facility) shows who's been welcomed and who's still sitting on theirs. Filter chips split the list — Outstanding (sent, not yet submitted), Not sent, and Submitted — and each row shows the customer, their pets, when the packet was sent (and reminded), and its progress: not opened, form started (with signature and document counts still missing), or submitted ✓. A Send / Resend button sits on every pending row.

Customizing the Onboarding Form

Your facility has one onboarding form, edited in Settings → Onboarding Form. The left card lists your Questions in two groups — About the owner and About each pet — and the right card, Owners see, previews the draft live.

• Add questions with + Add question: short or long answer, pick one, pick several, yes/no, date, or a section heading — asked once about the owner, or for each pet — optionally required.
• The Standard questions (emergency contact, veterinarian, health & behavior) can be reworded and reordered, but they keep their type and destination — they're what writes onto the profiles — and they can't be removed.
• Reorder with the ↑ ↓ arrows; edits accumulate as a draft (Draft in Progress) until you click Publish Draft.

Publishing versions the form: every unopened packet picks up the new version automatically, while a packet the customer has already started keeps the version they began — a mid-fill publish can never orphan their answers. If you never touch the form, new packets simply use the standard questions.

Sending Automatically

At the bottom of the same settings tab, the Send automatically toggle (off by default) makes the plain Add Owner form send the packet whenever a new customer is created with an email address. The wizard always asks explicitly, so this only covers owners added outside it.

Customers who were sent a packet but haven't finished it get one automatic reminder email, three days after the send — never more.