Operator Handbook

How to Use This Handbook

GroomingOps Operator Handbook Running the Day, Start to Finish Pillar Operations LLC · groomingops.com Internal — Operator Use Only This handbook is the complete reference for running GroomingOps van operations day to day. It is written so that someone who has never run a day can pick it up and keep every location alive without losing clients, missing appointments, or breaking payroll. It covers what to do, how to do it in MoeGo step by step, and — just as important — why each thing matters and what “good” looks like, so you can tell when something is going wrong. READ FIRST: Section 2 (The One Rule) is the single most important part of this document. If you only ever internalize one thing, make it that. Everything else supports it. Access: Everything uses your own GroomingOps email. MoeGo needs no separate sign-in — every location is reachable from inside the GroomingOps platform. Chatwoot (where AI-transferred calls come in, Section 11.2) and Patcher (gap-filling, Section 6.4) are separate sign-ins, but you log into both with the same GroomingOps email. If a location is missing or you can’t get into the platform, that’s a platform issue — escalate to Brandon. Conventions used throughout: - Click-paths are written as Menu → Button → Field, matching what you see on screen. - Red callouts are hard rules — never violate them. - Yellow callouts are judgment calls and standing exceptions only learned through experience. - Blue callouts are helpful context and “why this matters.”

1. What GroomingOps Is

GroomingOps is a done-for-you managed operations service for Zoomin Groomin franchisees. We run the back office so franchise owners don’t have to: scheduling, MoeGo coordination, client communication, and groomer and route management. The core idea is leverage: one operator can run many locations because the work is systematized. Your job as operator is to keep each location’s schedule full, confirmed, and routed efficiently, and to keep clients and groomers communicated with — across every location you’re assigned. MoeGo is the system of record. Scheduling, client data, payroll source data, and route history all live in MoeGo. The GroomingOps platform sits on top and gives you access to every location from one place. When MoeGo and anything else disagree, MoeGo wins. Locations currently under management vary, but the daily rhythm is identical everywhere: confirm the next two days, run today, optimize routes, communicate. Master the rhythm once and it transfers to any location. WHY THIS MATTERS: Every franchise owner is paying us so they never have to think about the schedule. An empty or unconfirmed day at any location is a direct hit to their revenue and to our reason for existing.

2. The One Rule: The Next Two Days Are Full and Fully Confirmed

THE #1 RULE: At every location, the NEXT TWO DAYS must be (a) as full as they can be, and (b) fully confirmed with every client. Don’t stop at tomorrow — keep a two-day rolling horizon confirmed at all times. This is the single most important thing you do. Nothing else comes before it. Everything else in this handbook is secondary to this. Two confirmed, full days ahead are what protect revenue, keep groomers paid, and prevent the no-show and empty-slot problems that cascade into lost clients. Confirming two days out (not just tomorrow) gives you the runway to catch and fix problems before they become same-day emergencies. Why “full” matters — fill the soonest opening drive time allows An empty slot is revenue that can never be recovered — a van and a groomer are paid for whether or not a dog is in the chair. Every gap you can fill ahead of time is money that would otherwise be gone for good. When you fill, work the soonest opening that drive time allows — a gap tomorrow is more urgent than a gap the day after, but only fill it if the drive fits (see the 20-minute rule below). Soonest-first is the tiebreaker, not an override of drive time. - Check each van’s schedule for gaps across the next two days. - Fill the soonest opening drive time allows. Prefer the nearer day — but only when the fill keeps drives reasonable. A closer-but-later slot beats a sooner slot that wrecks the route. - Start with Patcher. Patcher surfaces new and waitlist clients who could fit the gap within reasonable drive time, queues them, and messages them automatically — when a client accepts the link, Patcher moves them into the MoeGo slot for you. Use it first to find fills (see Section 6.3). - Beyond Patcher, fill from the waitlist directly, from clients due for a recurring appointment, or by offering earlier slots to later-booked clients to tighten the route. - A tightly packed route also cuts drive time, which means the van can physically fit more dogs — up to each groomer’s capacity, never beyond it. Keep drive times short — 20 minutes or less When you fill a gap or build a route, aim to keep the drive between consecutive stops to 20 minutes or less wherever possible. Short hops mean less unpaid windshield time, a tighter day, and room for one more dog. A fill that creates a long detour can cost more in drive time than the appointment is worth. - Prefer fills that sit geographically near the surrounding stops — keep each leg under ~20 minutes. - If the only available fill would blow past 20 minutes, weigh it: sometimes the right call is to leave the slot or use the waitlist for a closer client. THE 20-MINUTE TARGET HAS EXCEPTIONS: Twenty minutes is the goal, not an absolute. Override it with judgment — e.g., getting in a client you already rescheduled (don’t make them wait again), honoring a recurring client’s standing slot, or a high-value or at-risk client. When you break the target on purpose, it’s a deliberate trade, not a mistake. Don’t overbook the groomer A full day means full to the groomer’s capacity — not past it. Every groomer has a realistic ceiling on how many dogs they can do well in a day, accounting for the dogs’ size and coat, the service, and the drive time between stops. Cramming in one more appointment than a groomer can handle backfires: the day runs late, quality drops, later clients get pushed or rushed, and the groomer burns out. An overbooked day costs more than the empty slot it filled. - Know each groomer’s capacity. Check the groomer specifications in the dashboard (Section 3.5) for what each groomer can realistically do in a day. Capacity differs by groomer and by location. - Count the dog as well as the slot: a big or heavy-coat dog or a full-service groom eats more of the day than a quick bath. Filling time isn’t the same as filling capacity. - Leave realistic drive and buffer time between stops. A schedule that only works if every groom and drive is perfect is an overbooked schedule. - If a van is at capacity, send the next client to another van, another day within the two-day window, or the waitlist — do not stack them onto a maxed-out groomer. FULL ≠ OVERBOOKED: The goal is full to capacity, never beyond it. If you’re unsure whether a fill pushes a groomer past their limit, leave it off and use the waitlist. An empty slot is recoverable revenue; a blown, late, low-quality day loses clients and groomers. THE PRIORITY ORDER: When filling, apply these in order: (1) never overbook the groomer, (2) keep drive legs under ~20 minutes, (3) fill the soonest opening. Soonest-first only decides between options that already pass the first two. The deliberate exceptions in this section can bend (2) and (3) — never (1). Why “fully confirmed” matters An unconfirmed appointment is a no-show waiting to happen. A no-show is a paid groomer sitting idle and a slot that could have gone to someone else. Confirmation ahead of time is the cheapest insurance we have. - Every appointment across the next two days must have a confirmation from the client — not just a reminder sent, but a reply or confirmation received. - Unconfirmed appointments get a direct follow-up (text or call) until they are confirmed or canceled. - If a client cancels during confirmation, that slot immediately becomes a gap to fill — loop back to “full,” soonest the drive allows and within capacity. THE TEST: At end of day, ask yourself for each location: “If I disappeared tonight, would the next two days run perfectly without me?” If both days are full and every client has confirmed, the answer is yes. That is the standard. The confirm-and-fill loop These two tasks feed each other and are done together, late in the day, after the day’s grooming is mostly done and you know what actually happened. Run the loop across the next two days, not just tomorrow: 1. Pull up the next two days’ schedule for the location (see Section 6 for the click-path). 2. Send / verify confirmations on every appointment, both days. 3. As confirmations come back, mark them confirmed. Chase the ones that don’t reply. 4. Any cancellation or gap → fill via Patcher first, then waitlist / recurring-due / route-tightening: soonest opening the drive allows, never past the groomer’s capacity, legs under ~20 minutes. 5. Re-confirm any newly added appointment. 6. Optimize the route once each day is locked (Section 8). 7. Repeat for every location you run before you log off.

3. The GroomingOps Platform

The GroomingOps platform is your home base — start here, not in MoeGo. It sits on top of every location’s MoeGo and lets you do the highest-volume daily work in one place, across all locations, without logging into each one separately. Drop into a location’s MoeGo only when a task isn’t yet available in the platform. PLATFORM FIRST: If a task can be done in the platform, do it in the platform. It’s faster, it spans every location at once, and it’s where new capability keeps getting added. Use MoeGo for what the platform doesn’t cover yet. 3.1 The cross-location dashboard The dashboard gives you an at-a-glance read on every location at once, so you know where to spend attention without opening each one. For each location you can see the counts that matter: - Unread messages — how many client messages are waiting. - Online bookings — new bookings that have come in. - Intake forms — forms submitted and waiting to be processed. - Open threads — active client conversations still in play. Use these counts to triage: the location with a stack of unread messages, pending intake forms, or open threads is where you go first. 3.2 Messaging and saved replies (every location) You can message clients and use saved replies for every location directly in the platform — no need to enter each MoeGo to talk to clients. - Open a location’s messages from the dashboard and reply inline. - Use saved replies for common, repeated responses to stay fast and consistent across locations. - Clear unread messages and open threads as part of your morning and end-of-day passes. 3.3 Confirming unconfirmed appointments (up to 96 hours) The platform lets you check unconfirmed appointments up to 96 hours out for every location. This is the engine of the One Rule — you can confirm the next two days (and beyond) for all locations from one place. - Pull the unconfirmed list per location and work it down to zero across the next two days. - Because the window runs to 96 hours, you can get well ahead — confirm beyond the two-day minimum when you have time, so a busy day never leaves you behind. STILL THE ONE RULE: The platform makes confirming faster, but the standard is unchanged: the next two days confirmed, at every location, before you log off. The 96-hour window is a head start, not a substitute. 3.4 Processing intake forms You can process intake forms directly from the platform. Cost type even auto-applies based on the form. Many intake forms arrive from the automation layer — the AI phone agent and the Facebook bot both submit intake forms (Section 11) — so this queue is a steady source of new clients to process and book. - Open the pending intake forms for a location from the dashboard. - Process the form — the cost type applies automatically. ALWAYS DOUBLE-CHECK COAT TYPE: Cost type auto-applies, but coat type does not always fill correctly. Verify the coat type on every intake form before you finish processing it. A wrong coat type means a wrong service and a wrong price. 3.5 Groomer and location specifications The dashboard shows the specifications for each location — both groomer specifications and location specifications, specific to that location. Check these so you’re acting on the right rules for the right place: a groomer’s capabilities and a location’s particulars differ, and the platform keeps them straight for you. 3.6 Patcher (companion gap-filling tool) Alongside the platform and MoeGo, operators have access to Patcher — a cancellation-recovery and gap-filling tool. It surfaces clients who could fit an open slot within reasonable drive time, queues them, messages them automatically, and moves them into the MoeGo slot when they accept. You’re invited to Patcher through your GroomingOps email. It’s your first move when filling a gap; full click-path is in Section 6.4. 3.7 More coming soon Platform capability is actively expanding. Treat this section as a living list — new functions are added over time, and the rule of thumb holds: check the platform first, then fall back to MoeGo for anything it doesn’t cover yet.

4. The Daily Rhythm (Start to Finish)

This is the shape of a full operator day. Times are a guide; the order is what matters. Do this for every location you run. Morning — Launch the day 1. Sign in to Chatwoot and set yourself available so AI-transferred calls route to you (Section 11.2). 2. Open the GroomingOps platform dashboard and scan every location’s counts — unread messages, online bookings, intake forms, open threads. Triage the busiest first. 3. Confirm every van has a groomer assigned and the first appointment is set — no surprises. 4. Verify today’s route is optimized and the groomer can see it (Section 8). 5. Clear unread messages and open threads from the platform; scan Slack for anything overnight — cancellations, sick groomers, access issues. 6. Process any pending intake forms (double-check coat type) and handle new online bookings. 7. Call back any AI hang-ups: check MoeGo messages for numbers from callers who dropped off the AI and return their call (Section 11.6). 8. Handle same-day cancellations immediately: try to backfill the slot — Patcher first, then the waitlist. Midday — Keep the day running 1. Monitor progress: are vans on schedule? Any running long? 2. Respond to inbound client messages from the platform (use saved replies); process new intake forms and online bookings as they land. 3. Keep an eye on MoeGo messages for new AI hang-up numbers and call them back (Section 11.6). 4. Handle any incident or equipment issue per the field guides (Section 9) — reassign or reschedule as needed. 5. Watch for late-day cancellations that open soon-fillable slots. Afternoon / End of day — The most important block DO NOT SKIP: This is where the One Rule lives. The day is not over until the next two days are full and fully confirmed at every location. 1. Work the unconfirmed list in the platform (up to 96 hours) and run the confirm-and-fill loop for the next two days at every location (Section 2). 2. Optimize each locked day’s route at each location, keeping legs under ~20 minutes. 3. Verify each groomer can see their schedule and route for the days ahead. 4. Clear remaining messages, open threads, and booking requests from the platform. 5. Hand off any unresolved items in Slack so nothing is lost overnight. What “good” looks like at end of day - Both of the next two days are full or as full as physically possible at every location. - Every appointment across the next two days is confirmed by the client. - Every route is optimized, with legs kept under ~20 minutes wherever possible, and visible to the groomer. - Inbox and Slack are clear; no open client requests. - Any known risk for the days ahead (a wobbly confirmation, an equipment issue) is noted in Slack.

5. MoeGo Orientation

MoeGo is the system of record and where the scheduling work happens that the platform doesn’t yet cover — booking, rescheduling, route optimization, recurring series, and exports. Reach each location’s MoeGo from inside the GroomingOps platform with your GroomingOps email — no separate login. Switching locations in the platform switches which MoeGo you’re acting in, so always confirm which location you’re in before making changes. ALWAYS CHECK: Before editing any appointment, confirm the location name shown in MoeGo matches the location you intend to change. Editing the wrong location’s schedule is the most common avoidable mistake. The screens you’ll live in | Screen | What it’s for | | --- | --- | | Calendar / Schedule | The main day view. Shows each van as a column, appointments stacked by time. Your home base. | | Appointment detail | Click any appointment to open client, pet, service, price, and status. Where you confirm, edit, reschedule, cancel. | | Smart Scheduling / Route | Where you optimize the driving order for a van’s day. | | Messages | Two-way client texting. Confirmations, reminders, and replies live here. | | Clients | Client and pet records, history, recurring settings, waitlist. | | Reports / Export | Where revenue and payroll source data is exported. Use CSV / xlsx, never PDF (see callout). | EXPORT RULE: When exporting MoeGo data, use CSV (or xlsx), never PDF. PDF exports have a recurring parsing bug that corrupts the data. CSV is always the safe choice. Appointment statuses you need to know - Unconfirmed — booked but the client hasn’t confirmed. This is the status the One Rule exists to eliminate across the next two days. - Confirmed — client has confirmed. This is the goal state for every appointment in the two-day horizon. - Checked in / In progress / Finished — today’s live states as the groomer works. - Canceled / No-show — a canceled slot becomes a gap to fill; a no-show means confirmation failed and should be reviewed.

6. Confirming and Filling the Next Two Days (MoeGo Click-Paths)

This is the operational core of the One Rule. Do this for the next two days, at every location, before logging off. Most of the confirming can be done in the platform (Section 3.3); use the MoeGo steps below when you need the full calendar to fill and route. 6.1 Open the schedule | Step | What to do | | --- | --- | | 1 | In the GroomingOps platform, select the location. | | 2 | Open MoeGo → Calendar (the main schedule view). | | 3 | Set the date to tomorrow, then repeat for the following day — work both of the next two days. | | 4 | Confirm you can see every van column for each day. | 6.2 Confirm every appointment | Step | What to do | | --- | --- | | 1 | Click an appointment to open the appointment detail panel. | | 2 | Check the status field. If it shows Unconfirmed, send a confirmation. | | 3 | Use Messages (or the appointment’s Send Confirmation / Reminder action) to text the client. | | 4 | When the client replies confirming, set the status to Confirmed. | | 5 | Move to the next appointment. Repeat until every appointment across both days is Confirmed. | CHASE THE SILENT ONES: A reminder sent is not a confirmation received. If a client hasn’t replied within a reasonable window, follow up directly — a second text, then a call. Do not leave any appointment in Unconfirmed overnight. 6.3 Find and fill gaps (within capacity, short drives, soonest the drive allows) Order of priority when filling: (1) never push the groomer past capacity, (2) keep legs under ~20 minutes, (3) take the soonest opening that satisfies the first two. See Section 2. Patcher is your first tool for finding fills — it already screens for reasonable drive time — but you still apply the capacity check yourself before queuing anyone. | Step | What to do | | --- | --- | | 1 | Scan both days’ van columns for empty time blocks. | | 2 | Check the groomer’s remaining capacity for that day (groomer specs, Section 3.5). If the van’s already at its realistic limit, don’t fill — route the client to another van, day, or the waitlist. Do this BEFORE queuing anyone in Patcher, because Patcher can auto-book on accept. | | 3 | Open Patcher (Section 6.4). Review the new and waitlist clients it surfaces for the gap, queue the ones that fit, and let it message them. On accept, Patcher moves the client into the MoeGo slot automatically. | | 4 | If Patcher doesn’t fill it, fall back: Clients → Waitlist directly, then recurring-due clients (overdue for their interval), favoring clients who keep drive legs under ~20 minutes. | | 5 | Or offer later-booked clients an earlier slot to tighten the route and open room — without overloading the day. | | 6 | Before any manual booking, sanity-check: does the day stay within capacity AND keep legs under ~20 minutes? Among options that pass, take the soonest. If only an option that breaks (2) or (3) is left, weigh it against the exceptions (Section 2). Never break capacity. | | 7 | Book or confirm the fill (Patcher auto-moves accepted clients; confirm manual fills via 6.2). | CAPACITY GATE BEFORE PATCHER: Patcher screens drive time, but it does NOT know the groomer’s capacity — and it can book the client into MoeGo the moment they accept. So only queue a client in Patcher for a slot the groomer can actually take. Never let Patcher fill a slot that would overbook the day. CAPACITY IS THE HARD LIMIT: Drive time and soonest-first bend for the exceptions in Section 2. Groomer capacity does not. If a fill would overbook the groomer, it’s the wrong fill — use another van, another day, or the waitlist. EXCEPTIONS ARE FINE — ON PURPOSE: Override the 20-minute target or soonest-first when there’s a good reason: getting in a client you already rescheduled, protecting a recurring client’s standing slot, or a high-value or at-risk client. Deliberate trades are part of the job — just never trade away the groomer’s capacity. 6.4 Fill gaps with Patcher (click-path) Patcher is a cancellation-recovery and gap-filling tool. It finds clients who could fit an open slot within reasonable drive time, queues them, and actively messages them with an accept link. When a client accepts, Patcher moves them into the slot in MoeGo automatically — no manual rebooking. You’re invited to Patcher through your GroomingOps email. | Step | What to do | | --- | --- | | 1 | Open Patcher (use the invite sent to your GroomingOps email; sign in with that email). | | 2 | Select the location and the open gap you’re trying to fill. | | 3 | Review the clients Patcher surfaces — new and waitlist clients who fit the gap within reasonable drive time. | | 4 | Confirm the groomer has capacity for the slot (Section 3.5) before queuing — Patcher screens drive time, not capacity. | | 5 | Add the clients who fit to the queue. Patcher messages them automatically. | | 6 | When a client accepts via the link, Patcher moves them into the MoeGo slot. Verify it landed correctly in MoeGo. | VERIFY THE MOVE: Patcher auto-books on accept, which is powerful but worth a glance — after a client accepts, check MoeGo to confirm the appointment landed in the right slot, van, and service. Catch any mismatch before the day runs. 6.5 Handle a cancellation | Step | What to do | | --- | --- | | 1 | Open the appointment → set status to Canceled (or use the Cancel action). | | 2 | Treat the now-empty slot as a gap → go to 6.3 (Patcher first) and fill it: within capacity, short drives, soonest the drive allows. | | 3 | If the cancellation is part of a recurring series, decide single vs. series and update accordingly. |

7. Common MoeGo Functions (Click-Paths)

7.1 Book a new appointment | Step | What to do | | --- | --- | | 1 | Calendar → click the empty time slot on the desired van/day (or use the + / New Appointment button). | | 2 | Search and select the client, or create a new client + pet if they’re new. | | 3 | Select the pet, then the service(s). | | 4 | Confirm the van, date, time, and duration are correct. | | 5 | Save. Then send a confirmation so it doesn’t sit Unconfirmed. | 7.2 Reschedule an appointment | Step | What to do | | --- | --- | | 1 | Open the appointment from the Calendar. | | 2 | Drag-and-drop to the new time/van on the calendar, OR open detail → edit date/time. | | 3 | Save and re-confirm with the client at the new time. | 7.3 Edit a client or pet record | Step | What to do | | --- | --- | | 1 | Clients → search the client name. | | 2 | Open the record → edit contact info, address, pet details, or notes. | | 3 | Save. Note that address changes affect routing — re-optimize if needed. | 7.4 Set up or edit a recurring appointment | Step | What to do | | --- | --- | | 1 | Open an appointment for the client → find the Repeat / Recurring option. | | 2 | Set the interval (e.g., every 4 / 6 / 8 weeks) and the preferred van/day. | | 3 | Save. Verify the series populated on the right future dates. | 7.5 Message a client | Step | What to do | | --- | --- | | 1 | Messages → search the client, or open from the appointment detail. | | 2 | Type and send. Keep it clear and professional — you represent the franchise. | | 3 | Watch for the reply; act on it (confirm, reschedule, answer a question). | 7.6 Export data (revenue / payroll source) | Step | What to do | | --- | --- | | 1 | Reports / Export → choose the report and date range. | | 2 | Export as CSV or xlsx — never PDF. | | 3 | Open and sanity-check before passing it on or using it downstream. | PDF IS BANNED FOR EXPORTS: MoeGo’s PDF export has a parsing bug that corrupts numbers. Always CSV/xlsx. This applies to revenue breakdowns and any payroll source data.

8. Route Optimization

A mobile grooming van spends real money and real time driving between stops. A bad route burns both, so the van fits fewer dogs and the groomer’s day runs long. Optimizing the route is how you turn a confirmed schedule into an efficient one. MoeGo’s Smart Scheduler is a starting point, not the final answer. It proposes an order, but it doesn’t always get drive times or geography right — so you run it, then go through the schedule yourself and move things around by hand where needed: to get clients in sooner and to fix long or illogical drives. Never accept the Smart Scheduler’s output blindly. When to optimize - Every day, once each of the next two days’ schedules is locked (all confirmed, gaps filled). - Again any time you add, move, or cancel an appointment that changes the stops. - Any time a client’s address changes. How to optimize (click-path) | Step | What to do | | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | 1 | Calendar → select the van and the day you’re optimizing. | | 2 | Open Smart Scheduling / Route Optimization for that van’s day. | | 3 | Look at the map view to determine if appointments should be in a different order. | | 4 | Go through the proposed schedule yourself. Read it stop by stop and picture the actual drive: does it flow geographically, or does it bounce around? | | 5 | Move appointments by hand where it helps — pull a client into a sooner opening, and reorder stops to cut long or backtracking drives. Respect each client’s agreed time window when you move them. ALWAYS ask clients before making the change. | | 6 | Check the legs: aim for under ~20 minutes between consecutive stops. If a leg runs long, reorder or fill to tighten it. | | 7 | Apply the final order. | | 8 | Confirm the groomer can see the updated route and times. | NEVER RELY ON SMART SCHEDULER COMPLETELY: The Smart Scheduler gives you a draft, not a finished route. Always go through the schedule manually and move things around as needed — to get clients in sooner and to fix long drive times. A route you reviewed and adjusted by hand beats whatever the optimizer spits out untouched. NO GEOGRAPHIC PING-PONGING: A groomer should never be in one area in the morning, drive to another area, and then drive back to that first area later in the day. Cluster each area together so the van moves through the map once, not back and forth. If the Smart Scheduler produces a bounce like that, fix it by hand. OPTIMIZE ≠ IGNORE TIME WINDOWS: The shortest route is useless if it moves a client outside the time they agreed to. Optimize within the windows clients confirmed. If you move someone, you must re-confirm that client at the new time. THE 20-MINUTE TARGET: Aim to keep each leg under 20 minutes. It’s a target, not a hard rule — override it for a rescheduled client you’re fitting in, a recurring standing slot, or a high-value client (see Section 2). Long legs you accept on purpose are fine; long legs you didn’t notice are not. What “good” looks like - You reviewed the Smart Scheduler’s output and adjusted it by hand — it was a draft, not the final route. - Stops flow geographically with minimal backtracking — each area is clustered, no leaving and returning to the same area later in the day. - Legs between stops are under ~20 minutes wherever possible, with any exceptions made deliberately. - Clients are in as early as the route reasonably allows — you pulled people sooner where you could. - Every client is still within their agreed time window. - Drive gaps are small enough that the van could take an additional dog if one came off the waitlist — provided the groomer is still within capacity. - The groomer has the final order and times before the day starts.

9. Incidents, Equipment, and Escalation

When something breaks — a van, a groomer calls out, an incident with a pet or client — your job is to keep the schedule intact and get the right help. Two field guides exist for the details: the Equipment Troubleshooting Field Guide and the Operations & Incident Field Guide. Use them. They cover Wag’n’Tails Ultra vans, including CleanPower System Endura vans, in a symptom → steps → escalate format. General incident flow 1. Stabilize: make sure any pet, person, or groomer is safe first. 2. Diagnose using the matching field guide (symptom → steps). 3. If the steps don’t resolve it, escalate — the guides use consistent “get with management” language for exactly this point. 4. Protect the schedule: reassign, reschedule, or rebook affected appointments so clients aren’t left hanging. 5. Communicate: tell affected clients proactively if their appointment is impacted. 6. Log it in Slack so there’s a record and so it’s picked up if it carries into another day. Common scenarios | Scenario | First move | | --- | --- | | Groomer calls out | Try to cover the van with another groomer; if impossible, contact affected clients and reschedule them to the soonest available slots. Treat the freed slots as gaps to fill elsewhere. | | Van equipment failure | Use the Equipment Troubleshooting Field Guide. If the van can’t run, reschedule that van’s day and escalate the repair to management. | | Pet or client incident | Use the Operations & Incident Field Guide. Stabilize, document, and escalate per its steps. | | Access / no-show at the door | Attempt contact immediately; if unreachable, follow the no-show process and free the slot — a reminder this is what confirmation the day before prevents. | ESCALATE EARLY: It is always better to escalate something that turns out to be minor than to sit on something that becomes a client-losing or safety problem. When the field guide says “get with management,” do it.

10. Standing Rules and Known Exceptions

These are rules and exceptions that aren’t obvious from the data and won’t be discovered by reading MoeGo. They are written down here precisely because someone new would otherwise treat them as errors. 10.1 Scheduling and filling - Two-day confirmation horizon. The next two days are always kept full and fully confirmed — not just tomorrow. - Never overbook the groomer. Full means full to the groomer’s capacity, never past it — account for dog size/coat, service, and drive time. This is the hard limit; everything else bends before this does. - Drive legs under ~20 minutes. Keep consecutive stops within about 20 minutes of each other when filling and routing. - Fill the soonest opening the drive allows. Prefer the nearer day — but only among fills that already stay within capacity and keep drives reasonable. Soonest-first is the tiebreaker, not an override. - Patcher is the first fill tool. Use Patcher to surface and queue fill candidates (it screens drive time and auto-books on accept). Always apply the capacity check yourself before queuing — Patcher doesn’t know the groomer’s limit. - Priority order: (1) don’t overbook, (2) keep drives under ~20 min, (3) soonest opening. Apply in that order. - Never rely on Smart Scheduler completely. It’s a draft. Always review the schedule by hand, pull clients in sooner where you can, and fix long drives. Never let a groomer ping-pong — in one area, off to another, then back to the first. Cluster each area; move through the map once. - Exceptions are deliberate — except capacity. Override drive-time or soonest-first with judgment (a client you already rescheduled, a recurring standing slot, a high-value / at-risk client). Never override the capacity limit. 10.2 Van assignment - Maverick / Marie off-day revenue goes to Bravo. When Maverick or Marie is off, that revenue is assigned to the Bravo van. This is intentional and standing — do not “correct” it. - Knoxville runs five vans (Alpha, Bravo, Charlie, Delta, Echo). Florida / Jacksonville runs two (Alpha, Bravo). Keep van labels consistent with the location. 10.3 Data and export - Always export MoeGo data as CSV / xlsx, never PDF (recurring PDF parsing bug). - Markdown for Slack Canvas: the extract-text step produces doubled-asterisk artifacts. Always do a cleanup pass to remove them before pasting into Slack Canvas. 10.4 Payroll / commission (pointer only) Payroll and commission verification is documented in a separate doc and is out of scope here. One thing to know so you don’t flag it as an error: certain employees have intentional manual commission adjustments above the raw MoeGo export. Those are real and approved — they reflect cancellation and van-related compensation. Do not treat them as mistakes. The full process and the specific names live in the payroll doc. WHEN IN DOUBT, DON’T “FIX”: If a number or assignment looks wrong but you don’t know why, ask before changing it. Several of our standing rules look like errors to a newcomer and are not.

11. The Automation Layer: AI Phone Agent and Facebook Bot

Two automated channels feed work into the system so that incoming calls and leads turn into intake forms in MoeGo — keeping your day-to-day scope inside MoeGo and the platform. You need to understand both, because clients will reference conversations they had with them, and because the intake forms they create flow to you to process and book. EVERYTHING LANDS IN MOEGO: The whole point of both tools is to push incoming calls and leads directly into MoeGo as intake forms. Your scope stays in MoeGo and the platform — you process the intake (Section 3.4) and handle the booking. The automation does the quoting and intake; you do the booking. 11.1 The AI phone agent The AI phone agent answers calls during working hours and also covers off-hours (evenings and weekends). On a call it can quote the client, collect their information, and submit an intake form for them — which lands in MoeGo for you to process. It then transfers the client to a person for the actual booking. It transfers the call to you (the operator) in two situations: - The client would rather speak to a person. - The client is ready to book — the agent handles the quote and intake, then hands off to you to book. So the normal flow is: agent answers → quotes → collects info → submits intake form → transfers to you for booking. Transferred calls come to you through Chatwoot (Section 11.2). Be ready to pick up the transfer there, find the intake the agent just created in MoeGo, and complete the booking with the client. 11.2 Handling transferred calls in Chatwoot When the AI transfers a call to a person, it comes through Chatwoot. Chatwoot is the shared inbox where those live calls (and their conversations) land, so it’s the tool you watch and answer from whenever you’re on shift. It’s a separate sign-in from the platform and MoeGo — log in through the Chatwoot app or web with your GroomingOps email — and stay logged in and available during working hours so no transfer is missed. Be available and pick up - Sign in to Chatwoot (app or web) at the start of your shift and set yourself available/online so transfers route to you. - Watch the conversation inbox — a transferred call shows up as an incoming conversation. Answer promptly; the client was just told a person is coming. - If you use click-to-call for a callback (e.g., returning an AI hang-up, Section 11.6), place the call from within the conversation so it stays logged. Assign and resolve conversations - Assign the conversation to yourself when you take it, so it’s clear who owns it and two people don’t both jump on the same client. - Use the conversation status: keep it Open while you’re working it, mark it Resolved once the client is handled (booked in MoeGo, question answered, or callback completed). - If something needs follow-up later, leave it Open or reassign it rather than resolving — a resolved conversation is treated as done. Canned responses and call notes - Use canned responses for common replies to stay fast and consistent — the same idea as saved replies in the platform. - Add notes to the conversation to capture what happened on the call (quote given, client’s preference, what still needs doing) so the record is complete and anyone picking it up later has context. BOOKING STILL HAPPENS IN MOEGO: Chatwoot is where you talk to the client; the booking itself is still done in MoeGo off the intake the AI created. Take the call in Chatwoot, then complete and confirm the appointment in MoeGo. 11.3 The Facebook bot The Facebook bot handles incoming leads from Facebook. Like the phone agent, it gives quotes and submits intake forms — pushing those leads directly into MoeGo. You process those intake forms the same way you process any other (Section 3.4), then book as appropriate. 11.4 The hard guardrail: automation never books or confirms NEITHER TOOL BOOKS OR CONFIRMS: The AI phone agent and the Facebook bot quote and submit intake forms — they must never book an appointment or confirm a booking to a client. Booking is always done by a person. If a client believes the automation booked or confirmed something, treat it as unconfirmed and verify it yourself in MoeGo before relying on it. Two failure modes to watch for in anything the automation produced — a phone conversation, a Facebook thread, or an intake form: - False booking confirmation — the client was led to believe something was booked or confirmed when it isn’t. Always verify against MoeGo; the automation only creates intake, never a confirmed appointment. - Hallucinated information — a price, time, or policy that may be wrong. Double-check quotes and details on automation-created intake before you book on them. 11.5 Your part in the workflow - Process automation-created intake forms promptly (Section 3.4), double-checking coat type and the quoted price. - Be ready for phone-agent transfers during working hours — a client handed to you is either ready to book or wants a person. - When you start your day, scan overnight phone and Facebook activity for the two failure modes and clean up anything needing a real confirmation or correction. - Remember the booking is yours: the automation gets the client to the one-yard line; you put it in MoeGo and confirm it. 11.6 Call back the hang-ups Some callers hang up as soon as they hear the AI. Those are real leads — a potential client tried to reach us — and they’re lost unless we follow up. Don’t let them slip. ABANDONED CALLS GET A CALLBACK: If a caller hangs up on the AI and their number shows up in MoeGo messages, call them back from us. A hang-up is a lead that almost reached us — a quick human callback recovers business that would otherwise vanish. - Watch MoeGo messages for numbers from callers who dropped off the AI. - Call those numbers back yourself — a person, not the AI — to catch the lead and offer to quote and book. - Fold it into your daily passes so no hang-up sits uncontacted.

12. Daily Quick Reference

The whole job, compressed. If you do nothing else, do this for every location, every day. Morning - Sign in to Chatwoot and go available — AI-transferred calls come to you there. - Open the platform dashboard — scan every location’s counts (unread / bookings / intake forms / open threads) and triage. - Every van staffed, first appointment set, route optimized and visible. - Clear overnight messages; scan AI phone + Facebook bot activity for issues; process automation-created intake forms (check coat type & quote); backfill same-day cancellations. - Call back AI hang-ups — numbers in MoeGo messages from callers who dropped off the AI get a callback from us. Throughout the day - Answer clients fast from the platform (saved replies); keep vans on schedule; handle incidents via the field guides. End of day — THE ONE RULE - NEXT TWO DAYS FULL — to capacity, never past it. Gaps filled via Patcher first, then waitlist / recurring-due / route-tightening. - NEXT TWO DAYS FULLY CONFIRMED — every client confirmed, no Unconfirmed left overnight. - Fill priority: (1) don’t overbook the groomer, (2) drives under ~20 min, (3) soonest opening that fits. Capacity never bends; (2) and (3) bend for deliberate exceptions. - Routes reviewed by hand (not just Smart Scheduler) — clients pulled sooner, long drives fixed, no area ping-ponging — within agreed time windows and visible to groomers. - Inbox and Slack clear; risks for the days ahead noted. THE TEST: If you disappeared tonight, would the next two days run perfectly at every location? When the answer is yes, you’re done.