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Customer Booking Portal

This page walks through your booking portal from the client's side, so you know what they see and can answer their questions. Clients open your portal link on a phone or computer, book in a few taps, and can come back later to reschedule or cancel.

Available withBookingsIncluded in the Complete plan.Plans and modules
Prerequisites

Your portal is set up and enabled. See Setup the Booking Portal.

How a client books an appointment​

  1. On the home page, the client taps Book Appointment for your location.
  2. Select Service: they filter by category and tap Book on a service. Online and home visit services are tagged Online Session or Home Visit. Services with variants show "from" the lowest price and a duration range, and the client chooses an option. Sale prices show the regular price struck through.
  3. Select Add-Ons (only if the service has add-ons): they pick extras, or tap Skip.
  4. Select Staff: they pick a team member, or Any Staff available for the most times. This step is skipped when staff selection is turned off, and comes first when the booking flow is Staff First.
  5. Select Slots: they pick a date and a time. When a peak pricing rule applies, the day shows the rule name, and times that cost a different amount show their price.
  6. They enter their details: First Name, Last Name, Mobile Number and the booking fields you turned on. If login is required, they verify with a 6-digit code. If you verify guests with a one-time code, they tap Verify next to the phone or email and enter a code. See Verify Guests with a One-Time Code.
  7. Overview: they check the service, add-ons, time and price. If the service takes online payment they can enter a coupon code; otherwise they see "Please pay the fees at the business location when you visit." For a service that takes a deposit, the overview says Deposit required and shows Deposit due now and Balance due later.
  8. They tap Book Appointment (or Pay Deposit and Book).
Booking portal on a phone showing the Select Slots step with a date strip and available morning times

Without payment, the client sees Appointment confirmed with Add to Calendar, Get Directions (or Join Meeting for online sessions), Reschedule and Cancel. With payment, they pay on a secure payment page and then see Booking confirmed. If payment is cancelled, the slot is released and they can Book again. See Online Payment at Booking.

How a client books a class​

  1. The client taps Book Class and browses By Date or Upcoming.
  2. Each class shows the time, price or credits, and how many spots are left when you show remaining slots.
  3. They tap Select Class, fill in their details and tap Book Class.
  4. If the class is full and the waitlist is on, the button says Waitlist: they join the waitlist and are told they will be notified if a spot opens.

Rescheduling and cancelling​

Clients can manage bookings from the links in your messages or from their client portal (My portal), which lists their Appointments, Classes, Credits, Orders and Memberships.

  • Reschedule: they pick a new slot and confirm the change on Reschedule Confirmation.
  • Cancel: they give a Reason for cancellation and tap Cancel Appointment.

Only upcoming Booked or Rescheduled appointments can be changed, and only before the Cancellation Deadline for Clients in Appointment Settings. Inside that cut-off, Reschedule and Cancel are hidden and the booking says "The time to reschedule or cancel this booking online has passed. Please contact us to make a change." Classes work the same way with the class cancellation deadline.

Times that cost more or less​

A new time can have a different price, for example on a weekend with peak pricing. When the client reschedules, times marked + cost more and times marked - cost less, and the confirmation shows the Price change and the New price:

  • Paid in full online, new time costs more: the client pays the extra with Pay ... and Reschedule. The booking stays at the old time until the payment goes through.
  • Paid at your location, or a deposit with a balance due: the extra is added to what they pay at the appointment.
  • Costs less, already paid: the difference is added to the client's funds for future bookings.
  • Costs less, not paid yet: they simply pay less.
  • Paid with a credit balance: the price stays, but the new time can take more or fewer credits (staff credits, peak extra credits). More credits are taken or the difference is given back; if the balance is too low, the move is refused. Session packs always use 1 session.

The booking's invoice is updated to match. Rescheduling is available on the booking portal, the client portal and through the AI chatbot; WhatsApp Flow chatbots let clients view and cancel bookings, not reschedule them. Reschedules your team makes in Whautomate keep the booked price.

Good to know​

  • Credits the client already has with you are applied automatically when they can be used.
  • With Show service prices set to Including tax, prices are shown with tax and marked "incl. tax". See Service Pricing.
  • Each service and class also has its own public page that search engines can list. See Setup the Booking Portal.
  • If a feature is not available on your plan, clients are simply taken to the home page; they never see plan or upgrade wording. Links to existing bookings always keep working.
  • Clients who receive a confirmation link see a page asking them to confirm they are coming. See Appointment Double Confirmation.
  • Your booking portal is also your online store. If you sell products or plans online, clients switch between Book, Shop and Plans with the tabs at the bottom of the page. See Sell Online with Your Online Store.
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