Understanding Bookings

As soon as a lead or customer sends a booking through one of our booking channels, the new booking appears in the Bookings section of the admin panel.

In this article

• What Happens When a Customer or Lead Books an Appointment?
• What Happens When an Accepted Booking Was Attended or Not Attended?
• What Happens When I Send a Follow-Up (Not Attended) Email?
• Find Bookings
• Analyze Trial Class Requests

What Happens When a Customer or Lead Books an Appointment?

When a new booking comes in, the following happens:

• The Bookings section of the admin panel shows the new booking
• You receive a new booking notification by email
• The lead/customer receives an automatic email based on the Booking Accepted template
• The message sent to the lead/customer is saved in the booking's activity history
• The booking is marked as answered
• The booking is marked as Accepted

Alternatively, you can also respond to bookings manually. You can find out more in the booking form settings.

When you respond to bookings through the admin panel:

• The lead receives your manually written message or the selected email template by email
• The message sent to the lead is saved in the booking's activity history
• The booking is marked as Answered
• The booking is marked with the status Accepted or Declined

If you respond to bookings through your email app, our system currently doesn't record it. In that case, bookings aren't marked as Answered, Accepted, or Declined. We recommend setting these markers manually if you want to use the reporting features for your bookings.

What Happens When an Accepted Booking Was Attended or Not Attended?

Once a booking's appointment is over, you can mark the booking as Attended or Not attended.

If a booking is marked as Attended, you can mark the lead as a customer or, if needed, send a follow-up email.

When you send the follow-up email, the lead receives the message you wrote or the selected email template by email.

What Happens When I Send a Follow-Up (Not Attended) Email?

When you send a Follow-Up (Not Attended) email for a booking that wasn't attended, the lead receives a message that, depending on the content of your template, lets them book a new appointment.

If the lead confirms a new appointment, the following happens:

1. You receive a notification about the newly selected appointment (similar to receiving a completely new request)
2. The lead receives a message based on the Appointment Confirmation template
3. The booking's appointment is moved to the newly selected appointment
4. The booking is marked as Accepted

Find Bookings

The All, Unanswered, Upcoming, and Without attendance status tabs select the overview you want. Below them, you can combine Search with other filters such as type, location, offer, staff member, or date. Search results update as you type; you confirm other filters with Apply. At the bottom of the table, you can change the page and the number of entries per page.

Analyze Trial Class Requests

Under Reports → Trial Class Requests, you can analyze first-time bookings by month, location, and offer. If there are no requests for your selection, the chart and key figures stay visible. A notice appears in the table area below. You can change the selection using the month picker and filters.