The customer booking journey
What customers see: the pre-filled booking link, the four booking steps, confirmation, managing, updating and cancelling, and the messages they receive.
This page describes what your customer experiences, so you can explain it and troubleshoot.
1. The link
In chat the assistant first asks for the customer's name and phone number (if unknown), then sends a pre-filled booking link. The link carries the customer's details, any chosen services and the conversation, so the booking connects back to the chat. You can also share the plain booking page link anywhere.
2. The booking page
The page shows four steps: Services, Date & Time, Details, Confirm.
- Services: search and select one or more services, grouped by category. Customers choose Preferred staff or Any available when relevant.
- Date & Time: a calendar of days that have availability, suggested times marked Recommended, or Pick times manually. Times show in the customer's timezone with an option to see company time. If several services overlap, the page shows a Time conflict warning.
- Details: Full name, Phone number, Email address, Notes (optional, up to 1,000 characters).
- Confirm: review and Confirm Booking.
The customer then sees You're all booked! with a reference code (copyable), Add to Calendar (Google Calendar or a downloadable .ics file), Manage Appointment and Book another appointment.
3. Messages the customer receives
- In the chat where they started, your assistant sends a friendly confirmation with the reference code and appointment details.
- If you have an active WhatsApp (QR code) channel and the customer gave a phone number, the same message is sent on WhatsApp.
- When you Confirm, they get a confirmation. If the booking is cancelled, they get a message that acknowledges it (customer cancelled) or apologizes and offers to reschedule (your team cancelled).
4. Managing a booking
Customers open Manage Appointment from the confirmation or the link in chat, or search with their booking reference and phone or email under Find your appointment.
| Action | Rule |
|---|---|
| View | Any booking, using the reference and phone or email |
| Update Appointment | Only pending bookings can be updated (for example change services). Confirmed bookings cannot be edited by the customer |
| Cancel Appointment | Allowed for any booking that is not already cancelled, with an optional reason (up to 500 characters) |
| Book a new appointment | After cancelling |
In chat, the assistant can look up a booking made in that conversation and cancel it after confirming with the customer. For other bookings it sends the manage link.
Tips
- Tell customers to keep the reference code.
- If a customer wants a different time for a confirmed booking, cancel and rebook, or reschedule it yourself.
Troubleshooting
- "Booking Unavailable": booking is switched off. See Settings and rules.
- "No appointment found": the reference or contact details do not match; the customer should use the same phone or email as when booking.
- "Only pending appointments can be updated": cancel and rebook.
Limitations
- The assistant cannot see live availability or book for the customer; the booking page is the single source of truth.
Last updated on
Booking settings and rules
Turn booking on, set breaks, minimum notice, how far ahead customers can book, closed dates, and understand which options are active.
View, confirm and create bookings
See upcoming appointments, filter and sort them, confirm or cancel bookings, create a booking for a customer, and know what each action sends.