Hello Sniff Support

Reference / Overview

Use this glossary to keep support terms consistent across business-facing, customer-facing, and reference articles.

Account And Access

Account: A signed-in user identity for the customer portal or Hello Sniff business app.
Activation: The first-time setup flow that lets an invited user create access credentials.
Admin: A business-side user with broad access to setup, settings, staff, and operational workflows.
Autopay: A billing setting that can use a saved payment method when the billing page and business policy allow it.
Business account: The tenant or business workspace that owns services, settings, staff access, customers, bookings, and portal configuration.
Customer portal: The customer-facing portal where pet parents manage dogs, household details, documents, bookings, billing, and messages.
Invitation: A link or email that allows a staff member or customer to activate an account.
Pet parent: A customer using the portal for their household and dogs.
Role: An access grouping that controls which business app pages and actions a staff user can see or complete.
Staff: A business-side user who helps manage operations, schedules, customers, documents, messages, or bookings.

Booking: A scheduled or requested service visit, class, boarding stay, or other service event.
Booking request: A customer or staff-created request that may need business review before it becomes a confirmed booking.
Cancellation: A request or action to remove an eligible upcoming booking. Exact cancellation policy must come from the business.
Capacity: The business-managed availability for a service, room, field, day, or time. Support articles should describe visible availability, not promise capacity rules.
Dog readiness: The portal or staff app indication that a dog has completed enough required setup, documents, or compliance items for booking.
Room or field: A business-configured location, space, or assignment area used for scheduling and operations.
Schedule: The staff-facing view for upcoming service activity, day-of operations, attendance, dog review, and related workflow actions.

Approved document: A submitted document that staff has reviewed and accepted according to the visible app state.
Compliance: The business-defined readiness requirements for dogs, families, documents, or services.
Document request: A required or requested file that a customer needs to upload or staff needs to review.
Expired document: A document that is no longer current based on the date or requirement shown in the app.
Pending document: A submitted document waiting for staff review.
Rejected document: A submitted document that staff did not accept. The visible note should guide the next upload or follow-up.

Invoice: A bill shown to a customer or managed by the business.
Payment method: A saved card or payment option used for eligible invoices or billing flows.
Refund: A billing outcome that depends on business policy and approved billing processes, not a generic support article.
Subscription billing: Business-side plan or subscription management. Do not state plan terms beyond the current product page or approved business language.

Message: A direct or threaded communication between a customer and the business.
Notice: A business-published update or status message shown in a relevant app surface.
Website status: A business-managed public or portal-facing status indicator.

Business setup: The business-side configuration flow for profile details, services, hours, rooms, branding, staff access, and customer portal settings.
Customer onboarding: Customer-side household, dog, document, and readiness setup.
Readiness blocker: A visible setup, document, compliance, service, or account issue that prevents a customer or dog from completing a booking action.
Service: A business-defined offering such as daycare, class, boarding, grooming, or another bookable product.
Tenant-aware wording: Copy that uses the current business name or Hello Sniff wording instead of legacy internal names.