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Booking someone in takes a minute once you know the shape of it. The form is one scrolling panel, not a wizard, so you can jump back and change anything at any point.

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Two ways to start

1

From the calendar

Make sure you’re in booking mode, then drag out a slot on the provider’s column. The form opens with the time and provider already filled in.
2

From a customer

Open a customer in the CRM and start a booking from there. The form opens with the customer already chosen, and you pick the time afterwards.
Either way, you land on the same form.

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The form, in order

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1. Customer

Search for an existing customer, or create one on the spot if they’re new. Nothing else on the form appears until you’ve picked someone — the booking type depends on what vouchers they hold, so the platform needs to know who they are first.

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2. Booking type — voucher or new sale

This is the fork in the road, and it decides whether you take payment at the end. Use existing voucher — the customer has already bought and paid for a package. You’re spending some of what they hold. There’s no payment step; the booking is created the moment you’re done. New purchase — the customer is buying this session now. The form continues to a payment step. You’ll see both options, with a count of how many vouchers the customer has.
Vouchers are tied to the branch they were bought at. You’ll only see vouchers for the location the calendar is on.If they hold vouchers elsewhere, a warning tells you so — switch the calendar to that location to use them. If they have no vouchers here at all, the form picks new purchase for you and says why.
Picking use existing voucher shows their vouchers as cards. Choose one, then choose which service and length to spend it on — you’ll only be offered what that voucher covers. Each card can also show you the bookings already made against it. Picking new purchase shows your services and packages. Choose a service and a length, or a whole package if they’re buying one now and booking their first session at the same time.

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3. Time and provider

The time and provider are already filled in if you started from the calendar. Change either here if you need to.
  • Service provider — swap to a different member of staff.
  • Date and start time — set them directly rather than dragging.
  • Buffer time — see below.
Two things happen automatically once a service is chosen:
  • The calendar snaps to the right length. Drag anywhere and the selection becomes exactly as long as the service needs, including buffers. You can’t accidentally book 45 minutes for a 60-minute service.
  • The calendar follows what you type. Change the date in the form and the calendar jumps to that week and moves the highlight.
Use the minimise button to shrink the form to a bar at the bottom while you look around the calendar. Nothing you’ve entered is lost.

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Buffer time

Buffer is the padding held around the booking — travel, setup, cleanup. It comes from the service’s booking settings and applies without you doing anything. To change it for this one booking, choose the edit icon next to Buffer time and adjust before and after in 5-minute steps. There’s a reset button to go back to the service defaults. The buffer isn’t part of the session the customer books — they see a 60-minute lesson — but your calendar holds the full block, so nothing else can land on top.
A provider running late across town is usually a buffer problem, not a scheduling one. Adding 15 minutes here is quicker than moving three bookings later.

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4. Pickup address

Where the provider meets the customer, for services that travel. Start typing and pick from the suggestions. The address is checked against your catchment areas as soon as you choose it, and you’ll get one of three answers:
  • Serviceable by this branch — good to go.
  • Serviced by another branch — the address falls in a different branch’s area. It names which one.
  • Not within any of our service areas — nowhere covers it.

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5. Student information

For businesses where the person attending isn’t the person paying — a parent booking for a learner, say. Fill it in and the session’s details are kept against the student, not only the account holder. Leave it alone if the customer and the attendee are the same person.

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6. Notes

Two kinds, and the difference matters:
  • Customer notes — travel with the booking and can reach the customer. Anything they should know.
  • Internal notes — for your team only. Never shown to the customer.

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Finishing

The button at the bottom tells you which path you’re on:
  • Create Booking — the voucher path. Done, and the session comes off their balance.
  • Continue to Payment — the new-sale path. Takes you to taking payment.
If anything about the booking is unusual, a message appears before you continue. That’s covered in Warnings and overrides — none of them stop you, but they’re all worth reading.
Closing the form after you’ve chosen a customer asks what you want to do: Discard changes, Minimise to keep it for later, or Cancel to go back to it.

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If you can’t create a booking

Two likely reasons. Either the calendar is in unavailability mode — check the switch at the top — or the provider isn’t rostered to work at that time. The calendar refuses selections outside a provider’s working hours.To book outside their hours anyway, open the form from the Add new booking button and set the time inside it.
Vouchers belong to the branch where they were bought. Switch the calendar to that branch and they’ll appear. The form tells you when a customer has vouchers at other locations.
Check the service is active and not staff-only, and that the length you want has individual purchase switched on — a variant reserved for packages won’t appear as something to sell on its own.
Fixed-site and online branches don’t take bookings by dragging the calendar. Use the Add new booking button instead.