⚒️Booking, Checking-in & Canceling Appointments
How to book appointment using the Calendar tool.
Last updated
How to book appointment using the Calendar tool.
Last updated
To schedule appointments, click "Book Appointments" to switch to the Booking mode and view available slots for the chosen appointment type.
Choose a service type from the dropdown menu to display available appointment slots based on the required duration.
The following diagram depicts the Calendar tool in Booking mode:
To exit Booking mode, click on the close (✖️) button next to the service type dropdown.
Click the add (➕) button next to the desired time slot to open the Book Appointment dialog.
On this dialog, you can:
Change the appointment time: Use the dropdown to select a different time slot.
Select a customer record: Click the Search button (🔍) to open the customer search dialog. When you select a customer record, it is linked to the case record.
Enter contact phone number and contact email: Enter this information to enable the system to send SMS and email messages to the customer.
Language: Select the customer's preferred communication language.
Channel: Choose between a face-to-face meeting, a video call, or a phone call.
Prevent self-check-in using the kiosk: Check this box to prevent a customer from entering the queue using a kiosk. This is useful when you book an appointment requiring manual processing before they get service (for example, settling a bill or filling out forms).
Checking in an appointment indicates the customer is ready for service. When you check in an appointment, it enters the inbox queue and can be processed by the agents responsible for this inbox.
To check in an appointment, click the appointment in the calendar to show the Appointment Popup:
Click "Check-in" to check the appointment.
Note that you cannot check in an appointment too early or too late. The service's configuration defines the allowed check-in window.
To cancel an appointment, click "Cancel Appointment" on the appointment popup, then confirm by clicking "Cancel".
