Staff Chat (Beta)

• We’ve introduced Staff Chat, a built-in messaging tool that allows Admins and Staff to communicate instantly inside the RunLoyal portal — without needing any external messaging apps. This feature is turned on by default; however, you have the option to turn it off.
• This feature can be controlled through Personalization - navigate to Settings → Operation → Personalization → Show staff chat icon (default: ON).
• Free for All Admin & Staff
  1. Instant Messaging Anywhere - Chat directly from any page in the portal.
  2. Quick Access Icon - Staff Chat opens from the bottom-right corner.
  3. Last 3 Days of Messages - View recent conversations with automatic live updates.
  4. System Groups Included - Admin Group and Staff Group available by default.
  5. New Message Alerts - A notification pop-up appears on the top-right corner whenever a new message is received.
  6. You can also see new staff chat messages under Notifications → Staff Chat if the pop-up notification is missed.
  7. The notification bubble will only be shown to the Pet Owner related count.
• Paid Add-On Feature
  1. Chat With Existing Custom Staff Groups - Outside of the default Admin and Staff group, you can also chat with the existing custom staff groups you have created (Grooming, Training, Front Desk, etc.)
  2. Create Custom Chat Groups - Build your own custom chat groups (such as a lead groomer, your general manager and a front desk etc..)
  3. Unlimited Message History - No more 3-day limit.

• Now you can use your existing 2-way text number as a business number to receive phone calls and have them:
  1. Forward to any number (up to 3 numbers)
  2. Time based routing based on your business hours and then to forward or to voicemail
  3. Sent directly to Voicemail
• You can customize the default greetings and voicemail message based on your convenience.
• You will be notified about the incoming calls through notifications.
• You can receive these voicemails and play them in the Message Hub with the pet owner context (if the incoming phone number is the same as pet owner’s profile number).
• In the coming weeks, you can receive the voicemails in the StaffApp and StaffApp+Groomers as well.
• In early 2026, LoyalVoice will be extended to support voice based reminders to your pet owners as well with the customized messages based on your preferences.

Appointment Quick Edit :

• We’ve enhanced how appointment times can be updated quickly, giving staff better control over schedule updates.
• This enhancement can be controlled through Personalization - navigate to Settings → Operation → Personalization → Allow editing start/end time for capacity based services and editing start time and early pick up date/time for lodging based services (only for checked in appointments) (default: OFF).
• Where Quick Edit Is Allowed
  You can adjust appointment times directly from:
  • Daily Snapshot
  • Appointments List
  • Pet Profile
  • Pet Owner Profile
• What’s New
  1. Same-Day Only Editing : Only checked-in, same-day appointments can be edited using Quick Edit.
  2. Capacity-Based Services : Staff can update start and end times only for checked-in appointments, ideal for hourly or daycare-based services.
  3. Lodging-Based Services : Staff can update both start and end times only for checked-in lodging appointments.
  

This enhancement provides faster adjustments, and keeps daily operations running smoothly.

• We’ve introduced smart split-room booking when a single room isn’t available for the guest’s full stay. The system now automatically checks multiple room options, applies all kennel rules, and creates a seamless booking with clear visual guidance.
• This enhancement can be controlled through Personalization — navigate to Settings → Operations → Personalization → Portal → Enable split booking & shared-room auto assignment for lodging services.
• What’s New
  1. Automatic Split Room Assignment : If no single room is available, the system intelligently finds two rooms that can cover the full stay and assigns them automatically.
  2. Time-Based Room Availability : Time-based booking is supported — for example, if a dog checks out at 10:00 AM, another dog can be assigned to the same unit at 10:05 AM ET.
  3. Manual Room Selection Required :
     • Split booking will not work if there is a family pet configuration, friend/enemy compatibility, or room weight limits that prevent the assignment.
     • When this happens, staff will need to manually select appropriate rooms to complete the booking.

This enhancement ensures maximum occupancy, fewer booking rejections, and complete clarity for staff managing multi-day stays.

• You can now customize the message shown to pet owners when no appointment slots are available. This setting is managed through Personalization and allows you to control the exact message displayed in the Pet Owner App.
• Navigate to Settings → Operations → Personalization → Pet Owner App → Customize your message for no slot available.
• This requires an app release and will be available in early January. If you need to be prioritized, contact PuppyLove.

• Mini Hub
  • We’ve introduced a new Mini Hub, making communication with pet owners faster and easier.
  • You can now access messaging directly from the places you use the most :
    1. Daily Snapshot
    2. Appointment List
    3. Pet Owners List
    4. Pet Owner Profile Page
  • What’s New
  • Go to Message Hub : You can jump to the full Message Hub directly from the Mini Hub pop-up whenever deeper conversation history or advanced actions are needed.
    1. Quick Messaging Anywhere: : Open and send messages directly from Daily Snapshot, Appointments, and Pet Owner pages - no screen switching.
    2. Instant Delivery Status : See App / SMS / Email delivery icons at a glance to know whether the message reached the pet owner.
    3. Streamlined Workflow : Reply, review history, and send updates instantly, helping staff communicate faster during busy operations.
    4. Direct Navigation to Pet Owner Profile : You can now jump straight to the Pet Owner’s profile from Mini Hub by clicking on the Pet Owner’s name—making it easier to review details or take follow-up actions without leaving the conversation.
    5. Fully Synced : Mini Hub stays in sync with the main Message Hub, ensuring all conversations remain up to date.
    6. ScoutAI : can also be used within Mini Hub for creating a personalized communication to the pet owner
  
• App Message Deliverability Status in Message Hub
  • Now you can also see app-message deliverability under Message Hub (requires an app release and will be available in early January. If you need to be prioritized, contact PuppyLove).
• Message Hub Update – Last Message Time
  • The Message Hub now shows the last message time in the left-side conversation list.
  • This makes it easier for staff to scan conversations, identify recent activity, and respond faster.

• Direct upload of Immunization in Advanced Staff Calendar
  • You can now upload vaccination documents directly from the Advanced Staff Calendar (ASC) while viewing or editing an appointment.
  • This makes it faster for staff to update immunizations without navigating away from the booking.
  • What’s New
    1. Upload pet vaccination documents straight from the appointment view in ASC.
    2. Add expiration dates, notes, and files in one step.
    3. Saves time and keeps records accurate during check-in or grooming appointments.
    

    This enhancement streamlines daily operations and improves staff efficiency when updating immunization records.

• Order Physical Gift Card through a partner portal
  • You can now easily order physical gift cards directly from the eGift Card module.
  • Navigate to Settings → Retail → eGift Card → Order Gift Card.
    
  • What’s New
    1. Order Physical Gift Cards in Bulk : Select any existing/newly created eGift card design and choose the quantity you want to order.
    2. Automatic Code Generation : The system instantly creates unique codes for each card and downloads them in an Excel file.
    3. Seamless Printing Workflow : After downloading the file, select Upload Downloaded File to be taken to the printing partner’s site to complete your physical card order.
    

  This enhancement simplifies the process of ordering professionally printed gift cards with unique, trackable codes for your business.

• Apply eGift Card and Physical Gift Card Credits Directly from the Invoice Screen
  • You can now view and apply eGift Card credits directly from the invoice screen.
  • This enhancement ensures staff can immediately see available eGift Cards during checkout, preventing missed redemptions and avoiding situations where a pet is checked out without applying the customer’s gift balance.
  
• Retail Sales Commission (Part of Advanced Staff Feature Add-On)
  • You can now track sales commissions for retail sales as part of the Advanced Staff Feature (ASF). Staff can be assigned to a retail product during checkout in the portal, and commissions are automatically calculated.
  • What’s New
    1. Per-Product Commission Setup : Enable commissions at the category level and individual product level, and configure percentage or dollar commissions within each staff profile.
    2. Automatic Commission on Sale : When a retail item is sold, the system applies the assigned commission to the staff.
    3. Integrated Reporting : Retail commissions appear in the Staff Commission Report alongside service commissions, with product-level detail and visibility in invoice history.
    4. Staff Assignment at Checkout : When adding a product to the cart, select the staff member for the sale. This ensures the correct commission is applied and shown in the invoice history after checkout.
    5. Multi-Select Staff Assignment : You can now assign or multi-select staff for both service and retail sales commissions from a single assignment flow during checkout.
    6. Retail Commission icon : Retail products with sales commission enabled now display a sales commission icon, making it easy to identify commission-eligible items at a glance.
  • Where to Configure
    1. Category Level: : Settings → Retail → Category → Enable sales commission
    2. Product Level : Settings → Retail → Product Inventory → Enable sales commission
    3. Staff Profile : Settings → Staff Management → Edit Staff → Services, Tips & Commissions → Retail → Add commission (Percentage / Dollar)

• Multiple Quantity Purchase for Same Packages in Quick Checkout (Non-Recurring)
  • You can now purchase multiple quantities of the same non-recurring package directly through Quick Checkout (Portal only). This allows staff to sell several numbers of a package in one transaction without repeating the process.
  • What’s New
    1. Multi-Quantity Support : Staff can check and sell more than one quantity of the same package at Quick Checkout before completing the sale
    2. Streamlined Workflow : No need to add the same package multiple times — one action handles all quantities.
    3. Accurate Tracking : Package balances update correctly based on the number of packages purchased.
    

    This enhancement makes package sales faster and more flexible for both staff and pet parents.

• Add Pet Owners During Quick Checkout (Walk-In Customers)
  • While searching in Quick Checkout for walk-in customers, you can now directly add a new pet owner on the spot.
  • This makes it easier to complete retail, package, or membership sales without leaving the checkout flow.

• Quick Preview & Navigation
  • You can now quickly preview report cards using the eye icon under the Actions column
  • This preview option is available only for report cards in the “Ready to Send” status, allowing staff to review the final layout, photos, and notes before sending.
  • This enhancement streamlines the review process and ensures accuracy before delivery.
  
• Smart Update – New Checkout Filter for Report Cards
  • You can now filter pets by Checked Out status directly inside Smart Update, making it easier to prepare and send report cards right after appointments are completed.
  • Checkout Filter Added : Quickly show all pets that have already checked out for the day.

• Now you can map a more than one camera to a single unit in the visual map (under Settings → Camera → Camera Map)
• This enhancement gives more flexibility when setting up camera layouts inside the portal on what cameras the pet owners can see in the app.

• The Gallery has been upgraded for a smoother and more flexible media experience.
• You can now upload multiple pictures at once from your computer or phone browser.
• Pet photos can be modified using Scout AI directly from the gallery.
• Any image enhanced by Scout AI will be marked with an AI icon for easy identification from Message Hub, Report Card etc.

• Business address and contact information are now displayed on receipts and included when printing.

1. New Customer Acquisition by Service Type : Displays the number of new customers grouped by service category and service name, highlighting which services first attracted new customers for a selected date range.
2. Daily Service Counts & Revenue Report : Displays the number of services provided and the revenue generated per service category for a selected date range.

1. Discount Report : Added a radio button that allows customers to choose the date basis for the report: Invoice Created Date or Payment Date.
2. Overdue Immunization Report and Immunization Status Report : Added a Mobile Number column for better customer visibility.