When a client fills out your online booking page, their request lands in Pipeline under the Online Booking Requests tab. The tab shows a count next to its name (e.g., "Online Booking Requests 14") so you know how many are waiting for you.
Each request is a card with the following fields:
Submitted — the date and time the client sent the request (e.g., "03-06-2026, 12:26 PM")
Client — their name with a chat icon (tap it to text them) and their phone number
Pet — the pet's name and breed. Multi-pet requests show every pet stacked in this section.
Service — the service they're requesting, with the staff member they picked: "Medium Full Service / Staff: Alex." Multi-pet or multi-service requests list every service.
Date & Time — the date and time slot they're asking for
State badge — see below
Actions buttons — see below
Client Note / Note — an optional note the client typed into the booking form ("could you do it earlier if possible?" or similar)
The State badge in the top-right of each card tells you where the request is in its lifecycle:
Pending (yellow) — new request. Hasn't been accepted or declined yet. This is the one that needs your attention.
Accepted (green) — you've already scheduled this request. It's on the Calendar.
Rejected (red) — you've declined this request.
By default you'll see Pending first (they're the ones that need action), followed by Accepted and then older ones below.
The action buttons change based on the state:
When state is Pending, you get two buttons:
Schedule (primary blue) — accept the request and send it to your Calendar. Teddy creates the appointment and texts the client a confirmation.
Decline — reject the request. The client gets a notification that their request wasn't accepted.
When state is Accepted, you get one button:
Remove — remove the request card from Pipeline. This doesn't cancel the appointment on the Calendar; it just clears the item from your inbox.
Open Pipeline first thing in the morning.
Work down the Pending requests one by one.
For each one, check the date/time against your Calendar (is there a conflict? does that staff member work that day?). If it's clean, tap Schedule. If it's not, you have two options: - Text the client (via the chat icon) to offer a different time, then tap Schedule with the new time, or - Tap Decline and move on. The client will be prompted to pick a new slot.
Tap Remove on any Accepted items that are cluttering up your view.
A client with more than one pet can request them all at once. Each pet appears in its own Pet row, and each pet has its own Service row below. Tap Schedule once and Teddy books all pets into one combined appointment — you don't have to accept them individually.
At the bottom of the list is a page-size dropdown (10 / 20 / 50) and Previous/Next buttons. Teddy tells you exactly how many you're paging through: "Showing 1 to 10 of 27 results."
Tip: Treat Pending requests as time-sensitive. Clients who booked online are expecting a response fast. A pending request sitting for two days looks to the client like you've ghosted them — schedule or decline quickly and let the system handle the rest.
