Workflow 3: Appointment Booking, Status & Management
This workflow covers the full appointment management process — from configuring service availability and provider schedules through to booking, confirmation, status updates, and rescheduling. Following this workflow ensures appointments are trackable, clients are notified at every stage, and schedule data is reliable for reporting.
Prerequisites before starting:
- The Appointments module is enabled and accessible from the navigation menu.
- At least one service type, staff provider, and working hour schedule are configured in Appointments > Settings.
- SMS and email notification gateways are configured and tested.
- Users creating bookings have Create Appointments and View Calendar permissions.
Quick Steps Summary
- Verify provider availability and slot configuration in Appointments > Settings
- Open calendar and select an available time slot
- Assign client/lead, service, and provider — save the booking
- Confirm the client notification was sent
- Update appointment status to Confirmed, Completed, or Cancelled after each stage
Step-by-Step Workflow
- Verify Availability Configuration: Before booking, confirm that the provider's working hours and the desired date are not blocked. Navigate to Appointments > Settings > Providers, select the provider, and check their schedule for the relevant week. Review any holiday or blackout dates that may affect availability.
- Open the Calendar: Navigate to Appointments > Calendar. The calendar displays booked appointments colour-coded by status. Use the day, week, or month view to find the best available slot. Hover over a slot to preview its availability status before committing to a booking.
- Create the Booking: Click on the desired time slot, or click the New Appointment button and select the date and time manually. The booking form opens.
- Select or Create the Client/Lead: Use the client search field to find the existing client or lead. If the person is not yet in the system, create a minimal profile (name and phone at minimum) and complete their full profile after saving the booking.
- Select Service and Provider: Choose the service type from the dropdown and assign the provider. The system validates that the provider is available at the selected time. If a conflict is detected, a warning is shown — select an alternative time or provider.
- Add Booking Notes and Reminders: Enter any notes relevant to the appointment (client preferences, preparation requirements, or specific instructions). Select the reminder notification method (SMS, email, or both) and ensure the client's contact details are available on their profile.
- Save the Booking: Click Save. The appointment appears on the calendar. Verify in the Communications Log that the confirmation notification was dispatched. If the notification failed, resend it manually from the appointment's action menu.
- Update Appointment Status: As the appointment progresses, update its status at each stage:
- Confirmed — after client confirms attendance.
- Completed — immediately after the appointment concludes. Do not leave appointments in Upcoming status after the scheduled time has passed.
- No-Show — if the client did not attend without cancelling. Log a follow-up note.
- Cancelled — if cancelled before the appointment. Select a reason code and notify the client.
- Reschedule if Required: To reschedule, open the appointment and click Reschedule. Select the new time slot (the system checks for conflicts), confirm, and save. The client notification for the new time is sent automatically.
Reminder: Never leave an appointment in Upcoming status after it has passed. Stale appointment statuses distort schedule performance reports and create confusion in the client's appointment history.
Expected Outcomes
- All appointments are visible on the calendar with clear, current status badges.
- Clients receive confirmation at booking and reminders before the appointment.
- Schedule performance reports accurately reflect completed, cancelled, and no-show rates.
- No double-bookings occur because the system validates provider availability at every booking.
Common Errors
| Issue | Likely Cause | Fix |
|---|---|---|
| No available slots on calendar | Provider working hours not set or holiday blocking | Review provider schedule settings and remove any unintended blackout dates. |
| Wrong time displayed for appointment | Server timezone differs from account timezone | Align timezone in Setup > Settings > Localisation with the server timezone. |
| Reminder not sent to client | Gateway misconfigured or client contact details missing | Test notification gateway and confirm client has valid phone and email on profile. |
| Appointment not showing on calendar | Calendar filter hiding a status or provider | Clear calendar filters and verify all providers are visible in the view. |