Skip to main content

Bookings

Overview​

Bookings are the scheduled appointments that link a customer to a specific service, location, provider, and time slot. The Bookings section offers a FullCalendar view with advanced filters, a 4-step creation wizard, and complete lifecycle management for each appointment.

How to access​

  • Navigate to Scheduling > Bookings (fourth tab in the sidebar navigation).
  • Also accessible directly from the sidebar as Scheduling (simplified view with bookings only).
  • Roles: Administrators/Managers see all bookings. Providers only see their own.

Interface overview​

The Bookings section shows:

  1. Header — Title, new booking button, and settings link (in simplified view).
  2. Filters — Four dropdowns to filter by service, location, provider, and status.
  3. Status legend — Color indicators for each booking status.
  4. Calendar — FullCalendar view displaying bookings as colored blocks. Supports month, week, day, and list views.

Booking statuses​

StatusColorDescription
PendingYellowAwaiting confirmation (when service requires approval)
ConfirmedBlueAppointment confirmed
CompletedGreenAppointment took place successfully
CancelledRedCancelled by customer or provider
No-showGrayCustomer did not attend
RescheduledPurpleReplaced by a new booking

Valid status transitions​

Pending    → Confirmed, Cancelled
Confirmed  → Completed, Cancelled, No-show, Rescheduled
Completed  → (final state)
Cancelled  → (final state)
No-show    → (final state)
Rescheduled → (final state)

Features and actions​

Create a new booking​

What it does: Creates a new appointment following a 4-step wizard.

Steps:

Step 1 — Service and Location:

  1. Click the + New Booking button.
  2. Select the desired Service.
  3. Select the Location (only shows locations where the selected service is offered).
  4. Click Next.

Step 2 — Date and Time:

  1. Select a Date in the date picker.
  2. The system calculates and displays available time slots as buttons.
  3. Select an available slot. Each button shows start and end times, and how many providers are available.
  4. Click Next.

Step 3 — Provider:

  1. The list of available providers for the selected time slot is displayed.
  2. Select a provider from the list.
  3. Click Next.

Step 4 — Customer Information:

  1. Optionally search for an existing contact to link the booking to a conversation.
  2. If the contact has multiple conversations, select which conversation to link.
  3. Fill in customer details:
    • Customer name (required)
    • Phone (optional)
    • Email (optional)
    • Notes (optional)
  4. Click Create Booking.

Important notes:

  • If the service has "Requires approval" enabled, the booking is created with Pending status.
  • If approval is not required, the booking is automatically confirmed and an event is created on the provider's calendar.
  • When linking a contact, the details (name, phone) are auto-filled.

Filter bookings​

What it does: Filters the bookings displayed on the calendar.

Steps:

  1. Use the filter dropdowns at the top:
    • Service — Show only bookings for a specific service.
    • Location — Filter by location.
    • Provider — Filter by assigned provider.
    • Status — Filter by one or more statuses (multi-select).
  2. The calendar updates automatically.

View booking details​

What it does: Opens a dialog with the booking's full details.

Steps:

  1. Click on any booking in the calendar.
  2. A dialog opens showing:
    • Service, location, and provider information
    • Customer details (name, phone, email)
    • Appointment date and time
    • Current status
    • Notes
    • Who created the booking and when

Edit customer information​

What it does: Modifies the customer details of an existing booking.

Steps:

  1. Open the booking detail.
  2. Click Edit.
  3. Modify the customer's name, phone, email, or notes.
  4. Click Save.

Important notes:

  • Only customer details can be edited, not the date/time or provider. To change the date, use the reschedule feature.

Change booking status​

What it does: Moves a booking to the next state in its lifecycle.

Steps:

  1. Open the booking detail.
  2. Depending on the current status, you'll see available action buttons:
    • Confirm — Moves from Pending to Confirmed (creates calendar event).
    • Complete — Marks as completed.
    • Cancel — Cancels the booking (deletes the calendar event). A reason is requested.
    • No-show — Marks that the customer did not attend.
  3. Click the desired action button.

Reschedule a booking​

What it does: Changes the date/time of an existing booking.

Steps:

  1. Open the booking detail.
  2. Click Reschedule.
  3. Select the new date and time slot (the system verifies availability).
  4. Optionally select a new provider.
  5. Confirm the reschedule.

Important notes:

  • The original booking is marked as "Rescheduled" and a new booking is created with the new time.
  • The calendar event from the original booking is deleted and a new one is created.

Booking sources​

SourceDescription
ManualCreated by a team member from the interface
AI AgentAutomatically created by the AI agent during a conversation
APICreated through the platform API

Calendar integration​

  • On confirmation of a booking → an Event is created on the provider's calendar with the format: [Service Name] - [Customer Name].
  • On cancellation of a booking → the linked Event is automatically deleted.
  • Events created by bookings appear on the provider's personal calendar and sync with Google Calendar if connected.

Real-time notifications​

When a booking is created, modified, or has its status changed, all team members receive a real-time notification (via SignalR). The bookings calendar updates automatically without needing to refresh the page.

FAQs​

Q: What happens if I try to book a slot that is no longer available? A: The system verifies availability in real-time when creating the booking. If the slot is already taken, you'll receive an error and must select a different time.

Q: Can I see bookings for all providers? A: Administrators and bookings managers see all bookings. Providers only see bookings for the services they are assigned to.

Q: Do cancelled bookings disappear from the calendar? A: Cancelled bookings remain visible if you filter by the "Cancelled" status. By default, the calendar shows all statuses.

Q: Can I link a booking to a WhatsApp conversation? A: Yes, in step 4 of the creation wizard you can search for a contact and link the booking to their conversation. This allows the AI agent to have context about the customer's appointments.