Appointments
Appointments is where every booking lands — the ones your bot takes in chat, the ones customers make through your Booking Page, and the ones your team enters by hand.
Path: Commerce & Services > Appointments. In a real-estate account that sidebar section is named Real Estate instead — see Real Estate Mode.
The Appointments page in List View.
The two views
A toggle at the top switches between List View and Calendar View. List View is the default and is where all the management tools live.
List View
The columns
| Column | What it shows |
|---|---|
| Date & Time | The day and time the appointment starts |
| Appointment | The appointment title. Bookings made through the booking page are titled after the service |
| Customer | The customer's photo or initials, and their name |
| Team member | Who attends it, or Unassigned |
| Created At | When the record was created |
| Duration | How long it lasts |
| Status | The current status |
| Reminders | Whether each reminder actually reached the customer |
| Actions | The menu for that row |
Every column can be sorted and filtered except Customer, Team member and Reminders, which are display-only. A filter's options come from your own appointments. At the top, Time period switches between Upcoming (the default), Past and All. The list is paged 10 rows at a time.
Date & Time shows the appointment exactly as booked, in your business timezone.
Created At is different: it converts to the timezone of whoever is looking, so two people in different countries can see different creation times for the same appointment.
Statuses
There are five.
| Status | What it means |
|---|---|
| Upcoming | Booked and still ahead |
| Confirmed | Confirmed by the customer in chat, or by your team |
| Completed | It happened |
| Cancelled | It was cancelled |
| No Show | The customer did not turn up |
A booking the bot closes in chat confirms itself. The moment the customer says yes, it moves straight to Confirmed — no staff action needed. Only a booking made purely on the booking page starts as Upcoming and waits for a person to move it. Either way, once the appointment's end time passes, a scheduled check marks it Completed automatically, usually within 15 minutes, whether it was Upcoming or Confirmed, and whether or not anyone checked the customer in. A list full of Upcoming rows is not an error; those haven't happened yet.
Which status can become which
The status dropdown only offers the moves that make sense from where you are:
- Upcoming → Confirmed, Cancelled or No Show
- Confirmed → Completed, Cancelled or No Show
- Completed → No Show only: it corrects an appointment the automatic check already closed and the customer never came to
- Cancelled and No Show are final — they show as a plain badge with no dropdown
Nothing marks No Show on its own: you record it.
Row actions
The menu at the end of each row offers:
- View Details — always available
- Check In — marks it Completed; only shows when Completed is a valid next step
- Reschedule — opens a calendar to move it
- Cancel — only shows when Cancelled is a valid next step
Clicking anywhere on a row opens its detail page.
Who can do what
| Role | What they can act on |
|---|---|
| Administrator | Every appointment |
| Schedule Manager | Every appointment |
| Schedule User | Only appointments assigned to them |
Everyone can open View Details. The other three actions are hidden for anyone outside the table above.
Working on several at once
Tick the checkboxes on the rows you want and a bar appears with:
- Change Status — applies one status to all selected. Only statuses valid for every selected appointment appear, so a mixed selection may offer fewer options than a single row; if nothing is in common, it says so.
- Delete — permanent, and it warns you first.
If some succeed and some fail, you get the count of each.
Export
Export downloads everything matching your current filters, not just the page on screen — so filter first, then export.
Adding an appointment by hand
Add appointment opens the form: you pick the service, the customer (existing or new), the time — an available slot, or a Custom Time outside the normal schedule — and who on the team attends. No confirmation email goes out when you add one by hand, to you or to the customer; tell them yourself if they need to know.
From an appointment's detail page you can also change who attends it and correct where it happens. All of it is in Creating and correcting appointments by hand.
Calendar View
It shows the same appointments laid out on a calendar, with Month, Week and Day modes and Today / Back / Next to move around. Use it to see where the gaps are; use List View to change anything.
What happens when a customer books
When a customer books — through the booking page or by confirming with the bot in chat — three things happen:
- A notification appears in your dashboard bell.
- You get an email with the service, customer, date and time, timezone and duration. If the booking came from a real conversation, it links straight to it, written in your account's language.
- The customer gets a confirmation email — only if you have their email address. Most customers who reach you through WhatsApp or Instagram never give one, so this step is often skipped. It's written in the language they were speaking, or your business's language as a fallback.
You can turn appointment emails off from the unsubscribe link in the email itself.
That is the confirmation, sent at the moment of booking. Closer to the appointment the customer is reminded again, by email, by WhatsApp or by both — see Appointment reminders.
The rules that block a booking
Each service carries its own limits, set in Service Management. When one is hit, the booking is refused with a specific message:
| The limit | What the customer or your team sees |
|---|---|
| Minimum notice | Appointments must be booked at least N hours in advance — and it names the earliest time that is still available |
| Maximum notice | Appointments cannot be booked more than N days ahead — and it names the latest date allowed |
| Appointments per hour | The maximum for that hour has been reached |
| Weekly maximum | The weekly maximum for that service has been reached |
| No hours that day | No service schedule is available for that day |
| Outside hours | The time is not within the service's allowed hours |
| Overlap | It overlaps an existing appointment |
| Team member busy | That person already has another appointment at that time |
| Google Calendar | That time is already blocked in the business's Google Calendar |
| Cancellation notice | Cancellations must be made at least N hours before the start time |
Related pages
- Creating and correcting appointments by hand — the form, custom time, who attends and where it happens
- Service Management — where hours, duration, capacity and the notice limits are set
- Booking Page — what the customer sees when they book themselves
- Checkout Questions — the questions asked during booking; the answers show up on the appointment's detail page