Overview of appointment statuses and notification flows

Appointments can have 6 different statuses: 

  • Pending
  • Approved
  • Cancelled
  • Rejected
  • Rescheduled
  • Done


Below you can get an overview of what happens in each status and which notification messages are triggered when an appointment changes status.

  Customize your notification templates

In Settings > Notifications and reminders, you can customize the text that goes in your email and SMS templates sent to both customers and staff members. Read more here

 

Pending

When a customer makes a booking through your website and you haven't enabled automatic appointment approval, it will appear on your calendar view with the status Pending.

Which notification messages are triggered?

  • The customer will get a notification email. The text in the email can be customized if you wish. In the email, the customer has the option to click two buttons: Cancel booking (if clicked, the appointment will be moved straight to the status Cancelled) and Create new booking (if clicked, your website opens in a new browser tab).
  • The staff member booked for the appointment will get a notification email. The text in the email can be customized if you wish. In the email, the staff member has the option to click two buttons: Approve booking (if clicked, the appointment will be moved straight to the status Approved) and Reject booking (if clicked,the appointment will be moved straight to the status Rejected).

 

Approved

On the calendar view, you can move an appointment from Pending to Approved. If you have enabled automatic appointment approval, the appointment will enter into your calendar directly in the Approved state.

Which notification messages are triggered?

  • The customer will get a notification email. The text in the email can be customized if you wish. In the email, the customer has the option to click two buttons: Cancel booking (if clicked, the appointment will be moved straight to the status Cancelled) and Create new booking (if clicked, your website opens in a new browser tab).
  • The staff member booked for the appointment will get a notification email. The text in the email can be customized if you wish. In the email, the staff member has the option to click one button: Reject booking (if clicked, the appointment will be moved straight to the status Rejected).
  • After the appointment has been approved, you can set a timer to send out a reminder email and text message (SMS) to the customer and booked staff member prior to the appointment. These messages can also be customized. In the reminder email, the customer has the option to click two buttons: Cancel booking (if clicked, the appointment will be moved straight to the status Cancelled) and Create new booking (if clicked, your website opens in a new browser tab). In the reminder email to the staff member, they have the option to click one button: Reject booking (if clicked, the appointment will be moved straight to the status Rejected).

Download a chart of the Approved appointment flow and notification messages here.

 

Cancelled

If you, a staff member or the customer decide to cancel an appointment, you can move the appointment from Approved to Cancelled on your calendar view.

Which notification messages are triggered?

  • The customer will get a notification email. The text in the email can be customized if you wish. In the email, the customer has the option to click one button: Create new booking (if clicked, your website opens in a new browser tab).
  • The staff member booked for the appointment will get a notification email. The text in the email can be customized if you wish.

Download a chart of the Cancelled appointment flow and notification messages here.

 

Rejected

If you or a staff member decide to reject an appointment that is either Pending or Approved, you can move the appointment to Rejected on your calendar view.

Which notification messages are triggered?

  • The customer will get a notification email. The text in the email can be customized if you wish. In the email, the customer has the option to click one button: Create new booking (if clicked, your website opens in a new browser tab).
  • The staff member booked for the appointment will get a notification email. The text in the email can be customized if you wish.

Download a chart of the complete appointment flow and notification messages here.

 

Rescheduled

If you, a staff member or the customer decide to reschedule an appointment that is either Pending or Approved, you can move the appointment to Rescheduled on your calendar view.

Which notification messages are triggered?

  • The customer will get a notification email. The text in the email can be customized if you wish.
  • The staff member booked for the appointment will get a notification email. The text in the email can be customized if you wish.

Download a chart of the Rescheduled appointment flow and notification messages here.

 

Done

Once an appointment has been fulfilled, it will automatically move to the status Doneon your calendar view. Toggle No show client on the appointment overlay if the customer didn't show up for the appointment.

Which notification messages are triggered?

  • You can set a timer to send out a follow-up email to the customer at a specific time after the appointment. The text in the email can be customized if you wish. In the email, the customer has the option to click one button: Create new booking (if clicked, your website opens in a new browser tab).
  • If the customer didn't show up for the appointment, you can mark them as a "no show" and send out a missed appointment email to them. The text in the email can be customized if you wish. In the email, the customer has the option to click one button: Create new booking (if clicked, your website opens in a new browser tab).
  • The staff member booked for the appointment will not get any notification emails when appointments are marked as Done or No show.

Download a chart of the complete appointment flow and notification messages here.

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