# How do I contact a Pet Parent?

> You can communicate with Pet Parents through the Wag! for Pet Caregivers in-app chat feature. Send a chat by tapping the "Messages" icon at the bottom of the...

Source: https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-parent-pcg-ry7qGhgHc

Last updated: 2025-10-24T18:38:23.470Z

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Pet Caregivers can use the Wag! Pet Caregiver app to easily communicate with Pet Parents as soon as you're confirmed and booked for their service request. You'll access the in-app chat and call features to contact the Pet Parent directly from the 'Booked' service details by clicking on the specific service you need to reach out about. It's encouraged that you use the in-app chat to introduce yourself to new clients, ask any clarifying service questions, or discuss other service-related information.

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**_Please Note:_** _Wag! Support will never ask for your password, banking information, or personal contact information. For your safety, do not provide your personal phone number or other contact details to a Pet Parent via in-app chat in any format. It is imperative that you do not share sensitive information with anyone._

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The ability to call the Pet Parent from the Wag! Pet Caregiver app is made available on the day of the service, in the hours leading up to it. The call option will also be available from the chat menu options, whether you access it from an existing chat with the Pet Parent from your “Messages” tab in the bottom navigation bar or from the live service details chat bubble icon.

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Next, we'll discuss the steps to access the chat and call features in the app, depending on when the service is scheduled: whether it is upcoming, already in progress, or a completed past service.

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## Upcoming Service

  

From within the Wag! Pet Caregiver app:

1\. Tap “Booked” in the bottom nav bar options.

2\. Tap on the relevant service.

3\. Tap the chat bubble icon to initiate or open the existing chat.

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## Live / In-Progress Service

  

From within the Wag! Pet Caregiver app:

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### **Chat**

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1\. Tap “Booked” in the bottom nav bar options.

2\. Tap the “In Progress” service at the top of your booked services.

3\. Tap the chat bubble icon to initiate or open the existing chat.

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### **Call**

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1\. Tap “Booked” in the bottom nav bar options.

2\. Tap the “In Progress” service at the top of your booked services.

3\. Tap the chat bubble icon.

4\. Tap the “...” in the top-right corner of the screen.

5\. Tap “Call” from the list of menu options.

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## Past Service

  

From within the Wag! Pet Caregiver app:

1\. Tap “Messages” in the bottom nav bar options.

2\. Tap the conversation you’d like to continue.

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_**Please Note:** Chats expire after 5 days of inactivity. If either party continues to send messages within 5 days of the last message in the thread, the chat will remain open. It may be a good idea to take screenshots of conversations for your records._

  

# FAQs

  

## How will I be notified I have a message from the Pet Parent?

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To ensure you don’t miss a message, enable push notifications for the Wag! Pet Caregiver app in your phone settings. You’ll receive a push notification whenever a Pet Parent messages you. We recommend checking your in-app “Messages” tab frequently when you have an upcoming service and during the service.

  

## Can Pet Parents see my phone number when I call them?

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When you call the Pet Parent, the phone number used is a masked number that does not reflect the actual phone number on file for either Pet Parents or Pet Caregivers. This feature is designed with privacy in mind for all users and enhances the safety and security of the Wag! platform. By using the in-app chat and call features, you protect yourself from potential scams and maintain a secure environment for communicating with Pet Parents. It's important to keep all communications within the app to protect your personal information and ensure compliance with platform guidelines. Choosing to use the Wag! Platform to run your pet care business means opting for tools that prioritize your safety and privacy.

  

## What if I cannot reach the Pet Parent?

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If you are [**unable to get in contact with the Pet Parent**](https://support.wagwalking.com/en_us/what-if-i-need-something-and-i-cannot-reach-the-pet-parent-pcg-H1PIu2xSq), as an independent business owner, Pet Caregivers are empowered to make their own decisions.

  

## What happened to Wag! Intros?

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Wag! Intros was an in-app tool used to connect with new Pet Parents. This feature has been discontinued as of October 2025.

  

# Related Resources

  

 [**How do I keep my information safe from scammers?**](https://support.wagwalking.com/en_us/how-do-i-keep-my-information-safe-from-scammers-pcg-S1g03804c)

  [**What do I do if it's raining or the weather is unsafe?**](https://support.wagwalking.com/en_us/what-do-i-do-if-it-s-raining-or-the-weather-is-unsafe-pcg-SysPm2xB5)

  [**How do I access the Pet Parent's home?**](https://support.wagwalking.com/en_us/how-do-i-access-the-pet-parent-s-home-pcg-HyUfTneB5)

  [**What if I'm running late?**](https://support.wagwalking.com/en_us/what-if-i-m-running-late-pcg-rJvwAngSc)

  [**Canceling a Booked Service**](https://support.wagwalking.com/en_us/how-do-i-cancel-a-service-pcg-rJg9SngHc)