The basics, in one page.

Tap + New intake in the operator nav (top of the page on desktop, inside the hamburger menu on phone). Fill in the pet's name, weight, owner contact info, the referring vet practice if applicable, and the service tier the owner has chosen. Submit.

The case appears immediately in your Queue board (and in the Floor view if you're on phone). Vigil also generates the case's audit record at this moment — every state transition from here is recorded with timestamp, operator, and photo.

On phone, open the Floor view (visit /floor or just open the app on your phone — Vigil auto-detects). Type the disc ID (or pet name) into the search bar at the top, tap the case, then tap the action button for the next state. Your camera will open — take a photo of the pet at that step, confirm, and the case advances. The photo lands in the audit log as proof of presence.

On desktop, open the case from the Queue board and use the action button on the case detail page — same flow, but you upload a photo file instead of taking one with the camera.

If something is wrong (you picked the wrong case, the photo didn't take), you can move the case backward too — every move is logged either way.

Pet owners receive an email when their pet arrives at your facility, and another when the pet is ready to come home. The email links to a private status page that shows the case through its journey. No login required — the link is unique per case and unguessable.

For intermediate states (chamber, cooling, processed), no email goes out — the inbox stays quiet. The owner can always check the status page if they want to see progress.

SMS notifications are a coming-soon paid upgrade. Today the legacy facility on workflow_version='v1' uses SMS; new (v2) facilities use email by default.

Go to Vet practices in the nav, tap + New practice, fill in the practice name and the contact details (address, primary phone, billing email). Save.

If the practice wants their own portal access to see status of cases they've referred, invite a user on that practice from the practice detail page. They get a magic-link email and a read-only dashboard scoped to their own cases.

Open the case detail page (from the Queue board or the Cases list), and click Download audit PDF. The PDF includes every state transition with timestamp, operator, and the photo taken at that step (for v2 facilities — v1 records QR scans instead).

The PDF is generated on demand each time, so it always reflects the latest state. Hand it to a vet or owner who requests it, or keep on file for your own records.

Open the case detail page from the Queue board, then click Edit next to the section you want to fix (pet info, owner contact, etc.). Most fields are editable any time before the case is marked returned.

If a state transition was recorded in error, you can move the case backward — every move (forward or backward) is logged with timestamp + operator, so the audit trail stays honest. The original event isn't deleted; the correction sits next to it in the timeline.

Vigil auto-generates draft invoices for each vet practice at the start of every month for the cases shipped the previous month. Go to Invoices, click into the draft, review line items, then mark it sent. The PDF is downloadable for emailing to the practice.

Mark the invoice paid when payment arrives. You can also generate invoices mid-month from the same screen if a practice asks for an early statement.

Go to Facility settings (account dropdown, top right) and scroll to the Team section. Enter the new operator's email and click Invite. They get a magic-link email; once they click it they're logged in and scoped to your facility automatically. No passwords.

Deactivate a team member anytime by clicking the deactivate button in their row — their access stops immediately, but their historical audit-log entries stay intact.

On the login page, enter your email and request a new link. Magic links expire 15 minutes after they're sent, so if the email is more than 15 minutes old it's already expired — request a fresh one.

If the email isn't arriving, check your spam folder — the sender may be onboarding@resend.dev while we finish verifying our domain. Whitelist it for the future. If still nothing, send a help request and Jeff will look directly at the email log.