## What this is

GroomingOps is the control center for running all of our mobile grooming locations from one place. From here you can see what's happening at every location, handle customer messages and new-customer intake, look up exact prices, and oversee **Zoey** — the AI assistant that answers the phones.

Each franchise runs its day-to-day in **MoeGo** (their calendar and customer software). GroomingOps sits on top of all of them, so you rarely need to open MoeGo yourself.

## The pieces

**Overview** — The home screen — live status of every location. Start here each day and make sure the master session is running.

**Master session** — A behind-the-scenes cloud browser that stays logged into MoeGo. It's how the dashboard reads and writes to every location. The Start/Stop control is at the bottom-left of the sidebar — if cards look blank or out of date, check that it says Active.

**Tracking** — A live board of every working groomer across all locations — at a glance, who's on time, who's running behind, and first thing in the morning, whether anyone hasn't shown up yet. Once a van finishes for the day it shows their first stop tomorrow. Expand a row for the last text with that customer and a quick reply. Set **Late after** up top to tune how late counts as behind.

**Messages** — One inbox for customer texts across every location — read, reply, mark read, and close without logging into each MoeGo.

**Intake forms** — New customers who filled out the booking form. Review each one and process it — that creates their profile in MoeGo and texts them the booking link.

**Unconfirmed** — Upcoming appointments a customer hasn't confirmed yet — confirm them here so the day has fewer surprises, or open one in MoeGo.

**Quotes** — Look up the exact price for any dog at any location (by size, coat, and service). These are the same prices Zoey gives on the phone.

**Reporting** — How Zoey's calls are going — how many got a quote, finished intake, or were handed to a person.

**Locations** — Each location's settings: services, prices, intake form, service area, and Zoey's phone setup. (See Location Onboarding to set up a new one.)

**Zoey (the voice agent)** — The AI that answers a location's phone line. She checks whether the caller is in the service area, gives an exact price, collects new-customer info, and warm-transfers to a real person when someone asks for one — or when it's a complaint, payment, or booking.

**Chatwoot** — A separate app where the human team handles the live conversations Zoey passes along: Facebook Messenger chats and the phone hand-offs she transfers over. Think of Chatwoot as the team's shared inbox for talking to people; the GroomingOps dashboard is where you run the operation. When Zoey transfers a caller, it rings in Chatwoot for whoever's covering.

**MoeGo** — The grooming software each franchise already uses. GroomingOps talks to it through the master session, so you almost never open it directly.

## How customers reach us

- **They call the location** → it forwards to **Zoey**, who answers, qualifies, and quotes — and warm-transfers to the team in Chatwoot if a person is needed.
- **They message on Facebook** → the team handles it in **Chatwoot**.
- **They fill out the booking form** → it shows up under **Intake forms** in the dashboard → you process it.
- **An existing customer texts** → it shows up under **Messages** in the dashboard → you reply.

## Good to know

- If the dashboard looks empty or out of date, check that the **master session** is Active (bottom-left of the sidebar).
- You only see the **locations assigned to you** (admins see all). If one's missing, ask Brandon to add you.
- Zoey **never makes up a price** — if she can't price something, she says the team will follow up. She hands anything sensitive (complaints, payment, health questions) to a person.
- On **Tracking**, a van stuck on **Behind** long after its appointment time usually just means the groomer never marked that appointment finished in MoeGo — worth a quick check, not a fire drill.