Finding and updating bookings

Search, sort and filter the bookings list on your phone, swipe a row to accept or mark a no-show, and use the booking screen to call, reschedule, take payment or message a guest.

Finding and updating bookings

The Calendar tab is your day as a grid. The tab next to it is the same information as a list, which is the quicker way to find one particular booking, work through a run of them, or look across a whole week.

On an appointments venue that tab is called Appointments.

Step 1: Choose the period

Along the top are four buttons: Day, Week, Month and Custom.

Day, Week and Month each have arrows either side of the date to step back and forward. Tap the date itself to jump back to today.
Custom lets you set your own span. Tap the date label to open Custom date range, fill in From and To, then tap Apply range.

Under the date is a strip of totals for whatever you are looking at: Total, Confirmed, Completed and No-shows.

Step 2: Search, sort and filter

The search box takes a name, a phone number or an email address. Beside it sit two small buttons.

Sort bookings (the up-and-down arrows) offers Time, Client name, Status, Service, Staff, Deposit, Type and Party size. The button in the corner of that panel switches between Ascending and Descending.

Filter bookings (the lines) opens Filters, with a section for each of:

Calendars, when another venue shares its diary with you: All, My venue, then each linked venue.
Status: All, Pending, Booked, Confirmed, Started, Completed, Cancelled and No show.
Staff, starting with All staff.
Type, starting with All types, for venues running classes, events or resources as well.
Time of day, starting with All day.
Service, starting with All services.
Compliance, with a Needs compliance switch that leaves only the bookings still missing a form or a record.

Tap Done to apply. Whatever you have chosen then appears as a row of chips under the search box, so you can see at a glance what is being hidden. Tap the small cross on a chip to drop that one filter, or Clear all to start again.

Step 3: Deal with a row without opening it

A visit of several services is one row in this list, not several, and the row names every service in it so you can see the whole appointment at a glance.

Swipe a row from right to left for the quick actions that suit its status:

Accept, on a Pending booking. This is the one that turns a request into a booking.
No-show, on a Booked or Confirmed booking. It only appears once the start time and your no-show grace period have passed, so you cannot mark a future booking as a no-show by accident.

If you tap Accept on a booking whose deposit has not been paid, the app stops and asks. You can Send payment link, Accept without payment, or Go back.

Step 4: Work on several at once

Press and hold a row to start selecting. Tap any others you want, and a bar appears at the bottom with the count and two buttons:

Tag opens Add tag. Type a tag name and tap Add tag. The tag goes on the contacts behind the bookings you picked, not on the bookings themselves, so it is there next time they come in.
Message opens the composer for everyone you have selected.

The bar also has a control to select everything on screen, and one to clear the selection.

Step 5: Open a booking

Tap a row to open the booking screen. At the top you get the guest, the time, the status, and badges where they apply: Guest confirmed, Staff confirmed, Arrived, Deposit pending, Deposit failed and Linked.

Under the name sits the visit summary, the same block the web dashboard shows: the time span, then the length, the date and when this client last came in, with the status pill and any deposit or card-hold badge beside it. Below that is a row for each service with its name, time, length, its own status and its own price, and for a booking of several services its own Start and Complete. A single service lists its add-ons and their prices. The bottom of the block is the money: the total, any deposit paid, what has been paid so far, and what is still outstanding, amber when something is owed and green when it is settled. A cancelled or no-show booking shows no outstanding line at all, because there is nothing to collect.

Prices here are what the client was quoted when they booked, not what the service costs today. Put your prices up and an appointment already on the diary keeps the figure it was sold at.

Under that is a row of round buttons you can scroll sideways:

Call dials the guest's number.
Email starts an email to them.
Reschedule opens a date and time picker to move the booking.
Modify changes the booking itself: the service, the person, the length, or the services in a visit.
Rebook starts a new booking with the same service, the same person and the same guest already filled in.
New for guest starts a blank booking for the same guest, so you can pick something different.

Which buttons you see depends on the booking. There is no Call without a phone number, and a cancelled booking cannot be rescheduled.

Modify offers every calendar at your venue, whoever you are signed in as. Team members are not held to the calendars assigned to them: those decide what you can set up, such as someone's hours or breaks, not whose bookings you can edit or move.

Step 6: Change the status

Below the details are the status buttons. They follow where the booking has got to:

Pending: Accept.
Booked or Confirmed: Start, No-show, Cancel booking.
Started: Complete, Cancel booking, Undo Start.
Completed: Reopen.
No-show: Undo No-Show.
Cancelled: Reinstate, which puts the booking back to Booked. It asks you to confirm, and the app checks the slot is still free before it goes through. If somebody else has taken the time in the meantime, you are told and nothing changes, so rebook them instead.

For a booking of several services there is no single Start here. Each service has its own Start and Complete in the visit summary at the top, so a colour can be finished while the cut has not begun. Arrived, Confirm and Take payment still apply to the whole visit.

Cancel booking and No-show ask you to confirm. The undo buttons apply straight away, because they put things back rather than changing anything for the guest.

Step 7: Money and confirmations

The Payments & confirmation card holds what has been paid and what is outstanding.

Take payment collects money in person, by card, cash or another method, and can also refund an earlier payment. What you can take depends on your card setup, which is covered in Taking payments in the app.
Deposit actions (it reads Card hold actions where a card hold is in play) appears only when there is a deposit to settle or refund. Inside it you can Send payment link, Record cash payment or Waive deposit.
Resend confirmation sends the confirmation email again. Tap it once and it changes to Tap to confirm resend; tap again to send.
If the guest can still cancel themselves, a line tells you until when.

A cancelled booking that still holds a deposit shows a Deposit refund panel with a Refund deposit button.

Step 8: Compliance, notes and history

Further down the booking screen:

Details lists the service, who it is with, the type, the location, the deposit or card hold, and when the booking was created. The money and the services now live in the visit summary at the top rather than here.
Notes is for anything the team needs to know.
Compliance lists any forms or records this booking needs. Each one carries a badge saying where it stands: Current, Expiring soon, Expired, Missing, Not applicable, Too recent (a record exists but was captured too close to the booking to count, and a line underneath says so) or Awaiting result (the client has sent the form in and a staff member still has to record a pass or a fail). While the card is collapsed, anything still owed shows on its header as a count, for example 2 outstanding.

Each one offers View record where you already have a record that counts, Capture now to fill it in on the spot with the guest in front of you, and Send link to email or text the form to them. Choosing Send link offers Email, SMS or Copy link. Once a link has gone out, the row says when it was sent and by which channel, and Send link becomes Resend link. Further down, a record the client has filled in but nobody has judged yet is marked Awaiting decision.
Guest history shows what this guest has booked before.
SMS / Email guest is a message composer with a log of everything already sent.
Activity is the full timeline of what happened to this booking and when.

A cancelled booking also has a Remove from diary panel, which deletes it and its message log for good. It asks you to tap twice.

What is different from the web

The bookings list on the phone has Custom as a fourth period. The web dashboard has its own date controls.
Deleting and resending ask you to tap twice rather than opening a pop-up, because a phone has less room for a dialog.
Compliance forms can be filled in on the phone with the guest there, which is the main thing the app does that a desk cannot.

Common problems & fixes

You cannot find a booking you know exists. Check the period buttons first, then clear the filter chips. A stray Status or Staff filter is the usual culprit.
The swipe does not offer No-show. It only appears after the start time plus your grace period. Open the booking and use the No-show button, or wait.
Accept was refused. The deposit is unpaid. Choose Send payment link or Accept without payment in the panel that appears.
Tag did nothing. Tags attach to contacts. If the bookings you picked have no saved contact behind them, there is nothing to tag.
A message did not send. Check the guest has the email address or mobile number for the channel you chose, and check your SMS balance on the web under Settings → Plan.
Everything is read-only. Either you are viewing a linked venue that has given you View only access, or the venue's subscription is past due. A link set to Edit existing or Full management lets you change their bookings from here. An admin can sort the plan out on the web. Being a team member rather than an admin is not the reason: staff can edit and move bookings on every calendar at their own venue.

Finding and updating bookings