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.
Go to Bookings .
Create your services with clear durations and lead times.
Add staff , locations , and availability windows.
Check the public booking request form on your site.
Open Appointment requests .
Open a new request. Ordinary public requests arrive as Requested ; payment-gated flows can use a Provisional hold.
Click to confirm it. Its status becomes Confirmed and the customer is notified.
If you cannot take it, use Cancel and record a reason if appropriate.
After the appointment, open the request.
Update its Status to Completed , or No show if the customer did not attend, then save.
Use the Audit log to review the recorded confirm, cancel, and notification workflow events.
When a slot is full, add the customer to the waitlist (if enabled).
Offer the slot if one frees up.
Unclaimed offers age out on their own.
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.
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 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.
Role First useful screen Front desk / operator Appointment requests : confirm, cancel, and update statusSite owner Services, staff, and availability; then the add-ons above
What you see What it means What to do A request shows as Provisional It is a temporary hold, typically waiting for payment or confirmation Open it in Appointment requests and confirm it before its hold expires, or cancel it if it cannot go ahead 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
