# Using Bookings

This guide is for the team who handle appointments and owners deciding how much of Bookings to switch on. Every step uses the labels you see on screen. Bookings has a lot of capability, but a good setup should feel calm: start with the workflow your team already understands, then add automation when it removes real work.

## Using Bookings (editor how-to)

### How to set up what can be booked

1. Go to **Bookings**.
2. Create your **services** with clear durations and lead times.
3. Add **staff**, **locations**, and **availability** windows.
4. Check the public booking request form on your site.

### How to confirm an appointment request

1. Open **Appointment requests**.
2. Open a new request (it arrives as **Provisional**).
3. Click to confirm it. Its status becomes **Confirmed** and the customer is notified.
4. If you can't take it, **decline** it instead.

![Check incoming appointment requests and manage confirmation or cancellation safely.](screenshots/appointment-requests-admin.png)

### How to complete or mark a no-show

1. After the appointment, open the request.
2. Mark it **Completed**, or **No show** if the customer didn't attend.
3. The **Audit log** records the change.

### How to handle a full slot

1. When a slot is full, add the customer to the waitlist (if enabled).
2. Offer the slot if one frees up.
3. Unclaimed offers age out on their own.

## Rolling out Bookings (for owners)

### Turn on first

- Services with clear durations and lead times.
- Staff, locations, and availability windows.
- The public booking request form.
- Operator training on the **Appointment requests** queue.
- Audit logs and message logs that your team can read.

This gives the core outcome: customers request appointments through the site, and your team manages those requests in Capell.

### Add when needed

| Need                                      | Add                                      |
| ----------------------------------------- | ---------------------------------------- |
| Customers need history or lesson feedback | Portal lesson links and review requests  |
| Customers need to approve changes         | Change proposals                         |
| Missed messages are a problem             | Consent-aware reminders and message logs |
| Capacity fills up                         | Waitlist entries and expiring offers     |
| Travel affects the day                    | Travel planning and the day planner      |
| Clinics or group sessions matter          | Group sessions and attendance import     |
| Payment must gate confirmation            | Provisional holds and payment fulfilment |

### Don't enable yet

- Don't expose payment-gated flows until your payment setup is tested.
- Don't train operators on every screen at once. Start with appointment requests, then add waitlist, messages, and reviews.

### Who does what

| Role                  | First useful screen                                       |
| --------------------- | --------------------------------------------------------- |
| Front desk / operator | **Appointment requests**: confirm, decline, complete      |
| Site owner            | Services, staff, and availability; then the add-ons above |

## Troubleshooting for editors

| What you see                           | What it means                                  | What to do                                                      |
| -------------------------------------- | ---------------------------------------------- | --------------------------------------------------------------- |
| A request shows as Provisional         | It hasn't been confirmed yet                   | Open it in **Appointment requests** and confirm it              |
| A provisional hold expired             | It wasn't confirmed in time                    | Ask the customer to request again, or confirm quickly next time |
| The customer didn't get a confirmation | Messaging isn't set up, or consent was skipped | Check message logs and that reminders are configured            |
| No slots are available to book         | Availability windows aren't set                | Add **availability** for the staff and service                  |