Configure Customer Onboarding

When To Use This#

Use this page when the business needs to configure what customers see and complete during onboarding. Customer Onboarding settings cover portal copy, agreements, document requirements, intake questions, and workflow options.

Before You Start#

• Sign in as an owner or manager.
• Have approved customer-facing copy ready before changing onboarding text, agreements, document requirements, or intake questions.
• Confirm legal, waiver, vaccination, medical, and document requirements with the business owner before adding them.
• Use the Documents page to review submitted documents after customers respond.

Portal Copy And Agreements#

Customer Onboarding settings include copy for first-time setup, document requests, agreements, and submitted onboarding packets. Agreement rows should use approved labels, descriptions, version text, and consent wording.

Enter your own business-approved legal, waiver, vaccination, and medical wording here. This article does not provide that copy for you; use copy your business has already approved.

Document Requirements And Intake Questions#

Document requirements control which documents customers are asked to provide and whether they are required. Intake questions collect additional customer details during onboarding. These onboarding requirements — agreements, documents, intake questions, and vaccinations — are configured by each business, so what a customer must complete varies from business to business.

When you enable a vaccination requirement, customers upload a vaccination record during onboarding. Hello Sniff reads the vaccine names and expiration dates from the uploaded record so your staff can verify them.

Only enable required items when the business has approved that onboarding rule. If a requirement affects booking readiness or care availability, decide that policy based on the business owner's approved policy before enabling the requirement.

A recommended dog photo helps staff identify a dog, but it does not prevent the application from being approved. Required vaccination records and agreements are different: a family can receive its setup invitation before providing them, but staff cannot use the standard approval action until every required item is complete for every dog and every service being approved.

If staff have independently verified a missing item and must admit a dog, they can use the clearly labeled exception approval and record a meaningful reason. Hello Sniff keeps an audit record of which required checks were overridden. Use an exception only for a real, reviewed exception—not to bypass ordinary onboarding.

Workflow Options And Review#

Workflow options control whether documents appear during onboarding, and whether agreements or a saved payment method are required before submission or booking. After saving changes, review the customer-facing onboarding experience yourself before announcing the change to staff or customers.

Public Enrollment settings also control whether each intake field is required, optional, or hidden, and whether a family may choose one service or several services. When service interest is required, the public form cannot be submitted without a choice. For an older imported request that has no canonical service, staff must choose and confirm the setup service before sending the setup invitation; Hello Sniff does not guess from a service name.

The onboarding review page groups families by stage — Invited, In progress, and Ready for review — so staff can see who still needs to finish setup. Each application shows how many required items are complete. Staff can send a setup link before vaccination records or agreements are complete so the family can sign in and finish those items, and resend it if the family has not signed in yet.

Use Review Documents when staff need to approve or reject submitted documents.

When Customer Onboarding Settings Do Not Work#

• If configuration cannot load, avoid saving over unknown settings until the issue is resolved.
• If the page shows a setup checklist warning, review the visible warning before assuming the customer-facing settings failed.
• If an owner or manager cannot open the settings, an owner or admin can review their access on the Access page. See Manage Access and Invites.
• If legal, vaccination, waiver, medical, or agreement wording is involved, stop for approved copy before changing customer-facing settings.