General OLR Design & Setup
Add to Waitlist option for OLR appointments
You are able to quickly add appointments to the waitlist and are able to send out a Waitlist email. The Waitlist is a separate schedule where you can keep these appointments but they are not on your live schedule. You can view the Waitlist in either ...Require vets for new pets added through Client Portal
You can now require that clients choose their pet's vet when they add a new pet through Client Portal. In Live Access, click on Online Reservations, OLR Settings. Click on the General tab. Check the box to "Require vet information to add pet". Be ...OLR Contracts
You are able to set OLR appointments to use the same contract as desktop KC or use a special one just for OLR. You can also require that your customer e-sign the contract. This will be saved against the appointment so you can refer to it later or ...OLR Notices setup
You are able to add a message or notice for each module and can require that your clients click a box that they've read the message and accept it before they continue with the appointment. It can be any important information that you would like to ...OLR - Flat rate deposits
Accepting flat rate deposits can help secure a partial payment and prevent unnecessary cancellations. Each module in your Online Reservation setting has it's own payment settings where it can be enabled or disabled and setup differently. Let's ...Auto-formatting phone numbers for new clients
If you would like to have the system auto-format the phone numbers that new clients enter when registering through the Client Portal, navigate in Live Access to OLR settings, General and choose the hyphenated option and click save. This way if a ...Getting started with the new Online Reservation system
Welcome to the "Getting Started With The New Online Reservation System! If you're reading this, you're probably eager to get started! Here are a few things you MUST do before you can use the new system. All settings for OLR are controlled and set ...Designing your own Client Portal page
When it comes to your Client Portal, it needs to be exactly that. YOUR client portal. Even though this is a link to an external website, there's no reason you can't make it your own. Here you can design your own Client Portal/Online Reservations ...OLR Service setup
If you're going to allow your customers to choose from different services you offer when creating their bookings, you'll need to configure the service items first. When adding services, they must already be added in KC desktop as this is where it ...OLR Product setup
If you're going to allow your customers to choose from products you offer when creating their bookings, you'll need to configure the product items first. When adding products, they must already be added in KC desktop as this is where it will pull ...OLR Exercises setup
If you're going to allow your customers to choose exercise options for their bookings, you'll need to configure the exercise items first. When adding exercises, they must already be added in KC desktop as this is where it will pull the item from. If ...OLR Feedings setup
If you're going to allow your customers to choose feeding options for their bookings, you'll need to configure the feeding items first. When adding feedings, they must already be added in KC desktop as this is where it will pull the item from. If ...OLR - Payment configuration explained
**This document applies to each module. On the payment configuration page, you can do just that. Configure if and how you want deposits or bookings paid in full. These options are self-explanatory but you can choose which ones best suit your ...OLR - Document upload settings explained
**This document applies to each module. Each module has a document upload page. You may choose to display the document upload page if you wish. On this page you can set two uploads and custom text. You may set these as required or not required. If ...OLR - Appointment questions explained
**This document applies to each module. Each module gives you the ability to add appointment questions into the booking wizard. You may choose to show these questions every time a customer makes a booking or only when a pet has it's first OLR ...OLR - Pages to display explained
**This document applies to each module. The pages to display option allows you to choose what pages your customers will see when they proceed through a reservation. The options to add/remove are on the left and have the dark blue check boxes. When ...OLR - Business hours explained
**This document applies to each module. Each module gives you the option to enter module specific hours OR copy your regular operational hours from KC desktop. In this first section for default business hours, you have multiple options for ...Adding a Client Portal/OLR link to your business website
To add a link to your business website so your clients have quick access to the Client Portal, you can simply hyperlink some page text or a button on a page or your main site menu to redirect your clients either on same page or in a new tab to your ...Configuring Client Portal registration & OLR settings
Client Portal/OLR gives you options to configure how you'll allow your clients to register and create appointments. You'll want to view and set any necessary settings for your business before deploying the Client Portal. From the Live Access side, ...
Recent Articles
Processing a Transaction in Kennel Connection with Cardpointe Integrated System:
Processing a Transaction in Kennel Connection with Cardpointe Integrated System: If you've never used integrated Credit Card processing before in Kennel Connection, you'll be used to seeing the options to choose a type of Credit Card but not actually ...Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System:
Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System: Go to the Accounting tab and select Credit Card Management button. It will have you sign in depending on your settings. Click View. Please note: only users ...Email Setup - Office 365
Here are the settings for Office 365 accounts. **IMPORTANT: You must enable the SMTP option in your Office 365 account. This can be accessed multiple ways. 1. By going to https://outlook.office.com and logging in with your email you want to use. ...Unhandled Exception Error System.FormatException An invalid character was found in the mail header
Unhandled Exception Error: System.FormatException: An invalid character was found in the mail header: '>'.: Symptom: When attempting to send emails to multiple customers under the Utilities>Send Email option, you may sometimes receive an Unhandled ...Hello-Groom - Dashboard views
You have the option for three different dashboard views. The Compact and Comfortable Views allow you to see most of the information related to the pet and the client including packages, warnings, vaccine dates. You are able to create an invoice ...
Popular Articles
How to Set an App Password in Gmail
If you're reading this article, odds are you're attempting to use an @gmail.com account OR a Google Workspace (paid Google email account) inside of Kennel Connection to send emails to your clients and the email settings are failing OR you're ...SMS Opt-In
Due to the new federal regulation called 10DLC, all business numbers that send out SMS messages are now required to register their SMS numbers. These regulations provide your clients the option to opt-in or out of receiving these messages. Below ...What is Additional Fee & how does it work?
Kennel Connection Additional Fee Program Features: Implement an additional fee on your invoice total that allows you to offset other business expenses. How does it work? Let’s say you have a client invoice for $100. When selecting to use a card for ...PawLoyalty - Extending the calendar
You are able to book appointments up to 13 months in the future for PawLoyalty. Please note: This may take several minutes to update. To extend the calendar, click on PawLoyalty logo, Schedule. Click on Update hours. Put in your hours and Save. This ...Waitlist appointments
You are able to keep a separate list of appointments on the Waitlist when you don't have availability on your active schedules. When making the appointment you can click on the Add to waitlist box before hitting OK to save the appointment. Click on ...
After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.