This guide walks you through what a typical booking looks like from both the customer and admin perspective.
The Customer Journey
1. Browsing Services
When customers visit your booking page, they see your available services organized by category.
Each service displays:
- Service name and description
- Duration
- Price
- Available therapists
2. Selecting a Service
Customers click on a service to begin booking. If multiple therapists offer the service, they can either:
- Choose a specific therapist
- Select "Any Available" to book the first available slot
3. Choosing a Date and Time
The calendar shows available time slots based on:
- Staff schedules
- Existing bookings
- Buffer times between appointments
- Your business operating hours
Customers can only see slots that are actually available. Past dates and fully booked times are automatically hidden.
4. Entering Information
New customers provide:
- Name
- Email address
- Phone number
- Any notes for the appointment
Returning customers can log in to auto-fill their information.
5. Payment (if enabled)
If you require payment at booking:
- Customers enter payment details
- Payment is processed securely via Stripe
- A receipt is sent via email
6. Confirmation
After booking, customers receive:
- On-screen confirmation with appointment details
- Email confirmation with calendar invite
- SMS reminder (if configured)
The Admin View
Receiving New Bookings
When a customer books:
- The appointment appears on your calendar immediately
- The assigned therapist receives a notification
- Booking details are logged in the system
Viewing Appointment Details
From the admin dashboard, you can see:
- Customer information
- Service and price
- Assigned therapist
- Payment status
- Customer notes
Managing the Appointment
Admins can:
- Reschedule to a different time
- Reassign to a different therapist
- Cancel and issue a refund
- Add internal notes
The Therapist View
Viewing Their Schedule
Therapists see their appointments in their personal calendar view, including:
- Appointment time and duration
- Customer name
- Service being provided
- Any notes from the customer
Before the Appointment
Therapists can:
- Review client history
- Check previous notes
- Prepare for the service
During/After the Appointment
Therapists can:
- Mark the appointment as started
- Add session notes
- Mark as completed
- Record any follow-up needed
Appointment Lifecycle
Booked → Confirmed → Started → Completed
↓
(or) Cancelled → Refunded
Booked
Customer completes the booking flow. Status is "confirmed" by default.
Reminded
Automated reminders sent 24 hours and 1 hour before (if configured).
Started
Therapist marks the appointment as in progress.
Completed
Service is finished. Notes are saved and payment is finalized.
Handling Common Scenarios
Customer Wants to Reschedule
Customers can reschedule from their confirmation email or by contacting you directly.
- Customer clicks the reschedule link in their email
- They select a new available time
- Both parties receive updated confirmation
Customer Cancels
Cancellation handling depends on your cancellation policy:
- Free cancellation: Full refund issued automatically
- Cancellation fee: Partial refund per your policy
- No cancellation: No refund, slot becomes available
No-Show
If a customer doesn't arrive:
- Mark the appointment as "No Show"
- Apply your no-show policy
- Optionally block the customer from future bookings