Requests: bookings

Open Requests → Bookings (/app/requests/bookings).

See the bookings

1. Choose List, Day or Week at the top left.

• List: every booking from the date in the date box for 7 days, 31 days or 90 days (the Show menu). Requests Waiting for approval come first, then by time.
• Day and Week: one column per doctor, stylist, table or room (Not set when the bot did not ask). Requests waiting for approval are yellow, cancelled and declined ones faded.

2. Move with ‹ and ›, or press Today.
3. Narrow the list with Search name, phone, service, All statuses, All staff and places (who the booking is with: the doctors, stylists, tables or rooms of your booking bots) and All services (each service once, however it was written).

Times are in the business's time zone, named above the list ("Times in Asia/Riyadh (the business's time zone)").

Day, Week and Today follow the business's own day, wherever you open the page. When there are more bookings than one page holds, the line above the list says Showing … of …; press Load more for the next ones.

Approve or decline a request

When Requests settings say Approve each request, the bot holds the time and tells the customer "We have received your booking request…". The booking shows Waiting for approval.

1. Press the booking.
2. Leave Tell the customer on to message them in their language.
3. Press Approve — the status becomes Confirmed and the customer is told it is confirmed.
4. Or press Decline, optionally type why in Why can't you take it? (optional) (the customer reads it), and press Decline again. The time becomes free.

Nobody decided? Two hours before the time the team is reminded. When the time comes, the request is declined with the reason "Not confirmed in time", the time becomes free, and the customer is told "We are sorry, we could not confirm your booking request for … in time…".

Move a booking to another time

1. Open a booking that is Waiting for approval or Confirmed and still ahead.
2. Press Move to another time.
3. The Day starts on the booking's own day, so "an hour later" is one tap. Change it, or press Next day, then pick one of the Free times — only times inside your opening hours that still have room for the booking's whole length are offered.
4. Press Move booking. With Tell the customer on, they get the new time.

With your own calendar on (Calendar setup), the Free times follow the staff member's hours, breaks and days off. With no calendar at all you type the Time. A time that has already passed is allowed (to record a visit) and says so: "This time has already passed…". If another booking for the same person is already at that time, the dialog shows There is already a booking at this time with who and when: press Move anyway, or Pick another time.

Mark who came, cancel

• After the booking's start time: Came or Did not come. Before it these buttons are not offered.
• Cancel booking opens one box that asks "Cancel the booking for … on …? The time becomes free for other customers." Type a reason in Why is it cancelled? (optional) if you want the customer to read it, then press Cancel it. Back keeps the booking. There is no second question.
• A cancelled or declined booking that is still ahead can be confirmed again with Confirm again, if the time still has room. Why cancelled and Why declined then leave the details; the old reason stays on the timeline.

Add a booking by hand (walk-in or phone)

1. Press Add booking.
2. Under Who, search your contacts by name or phone and press Choose — or type Name and Phone. A typed phone number is saved with its country code (a local number is read in your organisation's country, the Country in Company details, /app/settings/company; with none set, in the country of your time zone). The person is found in Contacts by that number, or added there, so the booking shows on their contact page; when they already chat with you, the booking joins that chat.
3. Pick the Calendar (when you have more than one booking bot; only bots that take bookings are listed), With (a doctor, stylist, table…), and optionally Service and People. When the calendar's bot offers a list of services, Service is that list (or No service), so a booking added by hand and the bot's bookings count as the same service. With Anyone, only times when at least one of them is free are offered, and the booking goes to the first one free. A treatment that says its length (see below) shows it, such as "Whitening (60 min)", and only times with room for that length are offered. When your own calendar is on (Calendar setup), it is the only calendar: With lists your active staff (only the ones who do the chosen Service), Service lists your services with their length, such as "Haircut (30 min)", the free times follow each person's hours, breaks and days off, and Anyone goes to the first person free.
4. With no calendar (no booking bot, and your own calendar off), type With (optional) (a dentist, stylist, chair or room) and pick the Booking length (15 to 120 min), so Day and Week show the real block.
5. Under When, pick a day and one of the free times. With no calendar you type the Time. A time that has already passed is allowed (to record a walk-in) and says "This time has already passed…".
6. Optional Notes. When you picked a contact, Send the customer a confirmation sends them a message. If the person you picked has no chat with you (for example they only commented on a post), the window says No chat with this person: they will not be messaged about this request. instead of the switch, and nothing is sent.
7. Press Add booking. It is Confirmed at once and opens in its drawer. Cancel closes the window without adding it.

With no calendar the app does not know how many people you can see at once. If a booking for the same With (or, with nobody named, any booking with nobody named) is already at that time, you see There is already a booking at this time with the name and the times. Press Add anyway for a second chair, or Pick another time. With your own calendar on, the same box shows only when the staff member has no room left at that time (their How many bookings at the same time, counting the bots' bookings too).

Treatments and services with their own length

In your booking bot's settings, write each treatment as Name | minutes | price, for example Whitening | 60 | USD 200 (a label such as "Whitening - 60 min - USD 200" works too). The bot then shows "Whitening", stores "Whitening" on the booking, and keeps the dentist busy for the whole 60 minutes: 10:00 and 10:30 are both taken, and a 60-minute treatment is never offered at 16:30 when you close at 17:00. A treatment without minutes takes the Appointment length (minutes).

Times the bot offers

The bot lists up to 10 days or times. When there are more, it shows 8 with Later (and Earlier on the next pages), so afternoons and later days can be booked. A customer can also type a free time, such as "16:00" or "4 pm".

The statuses

• Waiting for approval — the bot holds the time; you approve or decline.
• Confirmed — booked. Requests and confirmed bookings both hold their place, so the bot never offers a full time.
• Declined — you refused the request, or nobody decided it before its time ("Not confirmed in time").
• Cancelled — by the customer (in the chat or by replying 2 to a reminder) or by your team.

In the chat, My bookings shows a customer only their own bookings: the ones made in the same chat, or, on WhatsApp, the ones with the number they are writing from. A phone number typed into the chat is never used to find bookings, so nobody can see or cancel someone else's booking by typing that person's number. A customer who booked on another channel (or whom your team booked by phone) and cannot see their booking can ask your team, who move or cancel it on this page. A request not approved yet is marked "(waiting for confirmation)" in My bookings.

• Came, Did not come — after the visit.

When the list is empty

• With no bot that books: No bookings yet and "Set up your calendar (staff, services and opening hours) so your team and your bots book free times, or press Add booking to book someone now…". Set up bookings opens the calendar setup (/app/requests/settings/calendar), Add booking books someone now, and Set up your bot (Manage your bots when you have bots) opens the Inbox bots page, in the menu under Engage.
• With your own calendar on: "Your calendar is on. Press Add booking to book a customer at a free time…", with Add booking and the bots button.
• With a bot that books, or bookings in another status: No bookings in this period — change the dates or filters.

Requests waiting for your decision

The number on the Bookings tab counts every request waiting for approval that is still ahead, on any date. Press the tab while it shows a number to see exactly those requests. On the page, the button above the list shows them too, and Show all bookings goes back to the dates.

Rules for a decision

A request waiting for approval cannot be marked as came or did not come: approve it or decline it first. A declined request stays declined. It can only be confirmed again.

Moved bookings and bookings of a disconnected bot

A booking moved to another time gets its reminders again for the new time.

When you approve each request (Requests > Settings) and a customer changes the time in the chat (My appointments > Change the time), the bot does not ask their name, phone or treatment again. Their current booking stays Confirmed and the bot tells them "Your current booking stays as it is until we confirm the new time." When you approve the new time, the old booking is cancelled ("Moved to a new time by the customer"). If you decline it, or nobody decides in time, the old booking stays. If the bot that took a booking was disconnected, its calendar is gone: when you move the booking, pick the day and type the time instead.

Replies of 1 or 2 to a reminder

A reply of 1 or 2 answers a reminder when the reminder was the last message sent to the customer. This also works when a team member has the chat in the Inbox, while a bot conversation is running, and while bots are paused. When anything else was sent after the reminder, such as a bot menu or a message from your team, the 1 or 2 is an ordinary message. The chat gets a note with the answer.