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Overview

Once a booking is created, you have complete control to modify, reschedule, or cancel it as needed. This guide covers all booking management operations and best practices for handling changes.
Changes to bookings automatically update customer records in the CRM and trigger notifications (if configured).

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Viewing Booking Details

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Opening a Booking

Access booking details from:
  • Calendar: Click on any booking in the calendar view
  • Today Tab: Click on bookings in today’s schedule
  • CRM: From a contact’s booking history
  • Search: Use the search function to find specific bookings

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Booking Detail View

The detail view shows:
  • Service: Name and duration
  • Date & Time: When it occurs
  • Status: Current state (pending, confirmed, etc.)
  • Customer: Linked contact with quick link to CRM profile
  • Host: Assigned team member (if applicable)
  • Team: Team assignment (if applicable)

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Editing Booking Details

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Quick Edits

Make fast changes without opening full editor:
1

Open Booking

Click the booking in calendar
2

Click Field to Edit

Many fields support inline editing:
  • Status (dropdown)
  • Meeting link
  • Notes
3

Save

Changes save automatically or with Enter key

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Full Edit Mode

For comprehensive changes:
1

Open Booking Detail

Navigate to the booking’s detail view
2

Click Edit

Click Edit button or pencil icon
3

Modify Fields

Update any editable fields:
  • Meeting link or location
  • Seats count
  • Notes
  • Participants
  • Custom fields (if configured)
4

Save Changes

Click Save. System:
  • Validates changes
  • Updates booking
  • Logs change in history
  • Triggers notifications (if configured)

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Fields That Can Be Edited

Can be changed anytime:
  • Meeting link/location
  • Internal notes
  • Participants (add/remove)
  • Custom metadata
  • Seats count (within capacity)
Can be changed but system checks availability:
  • Date and time (use Reschedule instead)
  • Host assignment
  • Service (limited, better to cancel and rebook)
Typically shouldn’t change (cancel and rebook instead):
  • Service type
  • Customer/contact
  • Original creation date
Can be overridden by admins if absolutely necessary

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Rescheduling Bookings

Rescheduling moves a booking to a different date/time while preserving all other details.

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Reschedule Process

1

Open Booking

Navigate to the booking you want to reschedule
2

Click Reschedule

Click Reschedule button or action
3

View Available Times

System displays available slots:
  • Shows availability for same service and host
  • Respects all availability rules
  • Indicates capacity if multi-seat service
4

Select New Time

Choose from available slots:
  • Click on desired date and time
  • System validates availability
  • Shows duration and end time
5

Confirm Reschedule

Review changes and confirm:
  • Old time → New time shown clearly
  • All other details preserved
  • Option to add reschedule reason/note
6

Save

Click Confirm Reschedule. System:
  • Releases old time slot
  • Books new time slot
  • Updates customer record
  • Logs reschedule event
  • Sends notification (if configured): “Your appointment has been moved from [old] to [new]“

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Reschedule Scenarios

Customer asks to change time:
  1. Open their booking
  2. Click Reschedule
  3. Show them available options or let them choose
  4. Confirm new time with customer
  5. Complete reschedule
  6. Send confirmation
Best practice: Always confirm the new time with customer before finalizing

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Bulk Rescheduling

Bulk reschedule features are coming soon for handling multiple bookings at once.
Planned capabilities:
  • Select multiple bookings
  • Shift all by X hours/days
  • Reassign all to different host
  • Move to different location
Use cases:
  • Staff member out sick
  • Facility closure
  • Daylight saving time adjustments
  • Schedule compression/expansion

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Changing Booking Status

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Status Transitions

When: Customer or staff confirms the appointmentHow:
  1. Open booking
  2. Click Confirm button
  3. Optionally add confirmation note
Effect:
  • Booking solidified
  • Appears on confirmed calendar view
  • Confirmation notification sent (if enabled)
  • Customer receives confirmation email/SMS

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Status Best Practices

Don’t leave bookings in “pending” state:
  • Confirm as soon as you review
  • Or reach out for more information
  • Set up auto-confirmation for certain services
Customers feel more secure with quick confirmation
After service delivery:
  • Mark completed same day
  • Add any relevant notes while fresh
  • Document if anything special occurred
Helps with record-keeping and follow-ups
When customers don’t appear:
  • Mark as no-show (not just cancel)
  • Note whether you attempted to contact them
  • Add context if there was a reason
No-show tracking helps identify patterns
When cancelling, note why:
  • Customer request
  • Customer no-show
  • Staff unavailable
  • Weather/emergency
  • Duplicate booking
  • Other
Helps identify why bookings fail

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Cancelling Bookings

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Cancellation Process

1

Open Booking

Navigate to the booking to cancel
2

Click Cancel

Click Cancel button or action
3

Select Reason

Choose cancellation reason:
  • Customer Request: Customer initiated cancellation
  • Business Initiated: You’re cancelling
  • No-Show: Customer didn’t appear (use No-Show status instead)
  • Duplicate: Duplicate booking error
  • Other: Custom reason
4

Add Notes

Optionally add context:
  • Why it was cancelled
  • Whether customer will rebook
  • Any issues that led to cancellation
5

Confirm Cancellation

Confirm you want to cancel. This:
  • Immediately releases the time slot
  • Changes status to Cancelled
  • Preserves booking in history
  • Logs cancellation reason
6

Notify Customer

System can send cancellation notification (if configured)Or manually:
  • Call or email customer
  • Explain reason
  • Offer to reschedule if appropriate

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Cancellation Policy Enforcement

Cancellation policies are displayed to customers but not automatically enforced. You must manually apply any fees or restrictions.
Typical policy workflow:
  1. Customer requests cancellation
  2. Check booking’s cancellation policy
  3. Calculate notice period (booking time - now)
  4. Apply policy:
    • Within allowed window: Full cancellation, no charge
    • Outside allowed window: Apply policy (fee, partial refund, etc.)
  5. Communicate decision to customer
  6. Process cancellation (and any payment adjustments)
Set cancellation policies per service in Service Configuration.

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Late Cancellations

When customer cancels with insufficient notice:
1

Review Policy

Check the service’s cancellation policy (e.g., “24 hours required”)
2

Calculate Notice

Compare cancellation time to appointment time
3

Apply Consequences

Based on your policy:
  • Charge cancellation fee: Process payment separately
  • No refund: If already paid, keep payment
  • Partial refund: Return percentage
  • Warning: First time? Give grace
4

Document

Add note to booking about policy application
5

Communicate

Inform customer:
  • Acknowledge cancellation
  • Explain policy application
  • Provide alternative if policy allows

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Business-Initiated Cancellations

When you need to cancel:
Host suddenly unavailable:Immediate steps:
  1. Identify all affected bookings
  2. Try to reassign to another qualified staff member
  3. If reassignment not possible, contact customers immediately
  4. Offer alternative times or full refund
  5. Cancel bookings that can’t be reassigned
  6. Document reason and compensation offered
Location unavailable:
  1. Assess duration (hours vs. days)
  2. For short duration: Try to reschedule slightly later same day
  3. For longer: Cancel or move to alternative location
  4. Contact all customers ASAP
  5. Offer compensation for inconvenience
  6. Create availability override to prevent new bookings
Unforeseen circumstances:
  1. Assess safety and necessity
  2. If closing, notify all customers immediately
  3. Bulk cancel affected bookings
  4. Offer priority rebooking when available
  5. Waive cancellation fees
  6. Update public booking page and website

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Post-Cancellation Actions

After cancelling:
  • Time slot released for rebooking
  • Customer notified of cancellation
  • Refund processed (if applicable)
  • Cancellation reason documented
  • CRM activity logged
  • Follow-up task created (if rebooking)

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Reassigning Bookings

Change which staff member provides the service:

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Reassignment Process

1

Open Booking

Navigate to booking you want to reassign
2

Click Reassign or Edit Host

Select Reassign action or edit host field
3

Check Qualifications

Ensure new host:
  • Has required skills/certifications
  • Is assigned to this service
  • Is familiar with customer (if relevant)
4

Select New Host

Choose from available staff:
  • System shows availability status
  • Warning if new host already booked then
  • Can override if necessary
5

Add Reason

Optionally note why reassigning:
  • Original host unavailable
  • Customer requested specific person
  • Workload balancing
  • Skill match improvement
6

Confirm

Save reassignment. System:
  • Updates host assignment
  • Notifies both old and new host (if configured)
  • Optionally notifies customer
  • Logs reassignment event

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When to Reassign

Before problems occur:
  • Balance workload across team
  • Match customer preferences
  • Align with staff specializations
  • Cover for upcoming time-off
Improves quality and satisfaction
Always notify the customer when reassigning, especially if they specifically chose the original host.

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Managing Participants

Add or remove additional people involved in a booking:

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Participant Types

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Primary
participant
The main customer:
  • One per booking (required)
  • Receives primary communication
  • Linked to CRM contact
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CC
participant
Additional attendees:
  • Receive notifications
  • Appear on meeting invites
  • Not primary contact
Examples: Spouse, parent, assistant, colleague
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Internal
participant
Staff beyond the host:
  • Assistants
  • Observers/trainees
  • Support staff
Don’t receive customer communications

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Adding Participants

1

Edit Booking

Open booking and enter edit mode
2

Add Participant

Click Add Participant
3

Enter Details

Provide:
  • Name
  • Email (for notifications)
  • Phone (optional)
  • Participant type (Primary, CC, Internal)
4

Save

Participant added and will receive communications

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Participant Response Status

Track who’s confirmed:
  • Needs Action: No response yet
  • Accepted: Confirmed attending
  • Declined: Won’t attend
Update manually based on communications, or automatically if using calendar integrations.

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Handling Seats (Multi-Seat Bookings)

For services that accommodate multiple people:

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Seat Management

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Seats Reserved
number
How many spots this booking uses:
  • Must be ≤ service capacity
  • Can be modified if capacity available
  • Each seat counts against total capacity

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Increasing Seats

1

Edit Booking

Open the booking
2

Increase Seat Count

Change seats reserved number
3

Check Availability

System validates capacity is available
4

Save

If capacity allows, seats increasedIf capacity exceeded: Error shown, can’t increase

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Decreasing Seats

Simply edit seat count down:
  • Released seats become available for others
  • No validation needed
  • Consider partial refund if already paid
For group classes or events, communicate with customers about capacity changes if it affects the experience.

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Notes & Internal Communication

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Adding Notes to Bookings

Use booking notes for:
  • Special requests or requirements
  • Customer preferences
  • Issues during service
  • Follow-up needed
  • Context for next visit
1

Open Booking

Navigate to booking detail
2

Add Note

Find Notes section and click Add Note
3

Write Note

Type your note:
  • Be specific and factual
  • Include date if time-sensitive
  • Tag relevant staff if needed
4

Save

Note saved and visible to staff (not customer)
Note best practices:
  • ✅ “Customer prefers extra firm pressure for massage”
  • ✅ “Allergic to coconut oil - used almond oil instead”
  • ✅ “Follow up about product recommendation made today”
  • ❌ “Nice person” (too vague)
  • ❌ “See other notes” (redundant)

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Best Practices

When making any change:
  • Notify customer immediately
  • Provide clear details of what changed
  • Offer alternatives if applicable
  • Confirm they received and understood
Quick communication prevents confusion and no-shows
Add notes for:
  • Every reschedule (why it was moved)
  • All cancellations (reason)
  • Reassignments (why changed)
  • Special requests (what customer asked)
Future staff will thank you
When affecting multiple bookings:
  • Group similar changes together
  • Make changes before notifying
  • Send one clear communication covering all changes
  • Provide consolidated rescheduling options
Reduces confusion and back-and-forth
Apply policies fairly:
  • Same rules for all customers
  • Document exceptions and why
  • Communicate policy when booking
  • Consider grace for first-time or rare occurrences
Consistency builds trust and sets expectations
Before making decisions, review:
  • Past cancellations or no-shows
  • Customer lifetime value
  • Special circumstances
  • Previous issues or accommodations
Context helps you make better decisions

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Next Steps

View Calendar

Return to calendar to view all bookings

Configure Services

Adjust service settings and policies

Manage Availability

Update availability rules

Customer Management

Manage customer records and history