Managing Bookings
Day-to-day guide for handling bookings, communicating with customers, and keeping your schedule organized.
Booking Lifecycle
Every booking goes through a series of statuses. Understanding these helps you manage your workflow.
A new booking has come in. Review the details and confirm or reschedule it.
You have accepted the booking. The customer has been notified.
The job/service is currently being performed.
The service has been delivered. The customer may leave a review.
The booking was cancelled by you or the customer.
Handling New Bookings
When a customer books, it appears in your Bookings list and on your Dashboard.
What to check
- Service requested -- make sure you can fulfill it on the requested date
- Customer details -- name, contact info, any notes they included
- Date & time -- check for conflicts with existing bookings
- Photos -- if the customer uploaded photos (e.g., for cleaning or repair quotes), review them
Actions you can take
Accept the booking as-is. Customer receives a confirmation email with all the details.
Suggest a different date/time. The customer is notified and can accept the new time.
Change the price if needed (e.g., after reviewing photos for a quote). The customer sees the updated price.
Cancel the booking with an optional reason. Use sparingly -- cancellations affect customer trust.
Using the Calendar
The Calendar view gives you a visual overview of your schedule.
- Switch between day, week, and month views
- Click on a booking to see details and take action
- Color-coded by status for quick scanning
- Use it to spot gaps in your schedule or overlapping bookings
Managing Quotes
For services with "Quote Required" pricing, customers submit a request instead of booking directly.
- Customer submits a quote request with details and optional photos
- You review the request in the Quotes section
- You send back a price quote
- If the customer accepts, it converts to a confirmed booking
Customer Communication
Use the Messages section to communicate with customers about their bookings.
- Each booking has its own message thread
- Customers can reply to messages via email
- Use messages for clarifications, special instructions, or follow-ups
Customer Tracking & Reviews
Customers can track their booking status using a unique link sent via email.
- Tracking page -- customers see real-time status updates
- Self-service cancellation -- customers can cancel within your allowed window
- Reviews -- after completion, customers can leave a rating and review
- View all reviews in the Analytics section to monitor customer satisfaction
Job Tracking
The Jobs section helps you track work in progress, especially useful for service businesses.
- See all active and upcoming jobs
- Assign staff to specific jobs
- Workers can upload before/after photos
- Track time and job completion
Best Practices
Respond quickly to new bookings
Customers expect a response within a few hours. Quick confirmations build trust and reduce cancellations.
Use buffer time between bookings
Even 15-30 minutes of buffer helps prevent running late and gives you time to prepare.
Keep your calendar up to date
Block off time for personal appointments or days off to prevent double bookings.
Follow up after service
A quick message after completing a job improves review rates and repeat bookings.