Managing appointments: book, move, cancel and track status
Appointments in the sidebar is your calendar: book time, move it around, and track every appointment's status from request to no-show.
Views and navigation
Switch between Month, Week and Day with the toggle at the top - clicking a day in Month view opens that date in Day view. Day view shows every selected specialist side by side, one column each, and fits their working day on the screen - on a phone too; to show fewer people, use the Staff filter. Today jumps back to the current date. Filter with the Staff button (Working this day - the default, which in Day view shows the people working that date plus anyone with an appointment on it - Whole team, Bookable staff only, or tick one or several people) or by Room, and a color legend explains the calendar's status colors (Confirmed, Pending approval, Awaiting payment, Invoice issued, Paid / closed, Cancelled). If your clinic runs several branches and one is picked in the Location switcher at the top of the screen, Day view shows that branch's appointments, with columns only for the staff who work there.
Create an appointment
Click Add Appointment, or click an empty slot in Week or Day view to prefill its time (and specialist, in Day view). Choose Appointment or Block time (a personal block such as "Away from workplace" that closes the slot to online booking). For an appointment, pick a Client (search, or add one on the spot with First name / Last name / Phone / Email), an Employee / Doctor, the Location if your clinic runs several branches (see Locations), one or more Services / procedures, a Cabinet / chair or Equipment if the service needs one, a Start Time and End Time, and optional Notes. Appointments a staff member creates this way are confirmed immediately - no approval step.
When your clinic has sending by button switched on (see "Messages to the client" below), the form ends with Confirmation to the client: tick Send SMS, Send email or both, and after saving the client gets the same confirmation an online booking sends. A box that can't be used is greyed out with the reason - no contact, the channel or template is off, SMS isn't enabled, the number isn't verified, or the start time has passed.
In an open appointment, the Procedures tab lists the booked services on top; under Add more / change you tick or untick services from your catalogue.
Move or resize an appointment
Drag an appointment to a new time (or to another specialist's column in Day view), or drag its edge to change its length. Either action opens an Update appointment? confirmation showing the time Before and After - Confirm to save, or Cancel to revert. A slot that's already taken, or a resize under 15 minutes, is rejected automatically.
Confirm, reject or cancel
A booking made online while manual approval is required arrives as Pending: open it and click Confirm booking, or Reject to decline it and free the slot - the appointment stays on record as cancelled. To cancel any other appointment, open it, press Cancel appointment and confirm. The appointment remains in the calendar with the Cancelled status and its slot becomes available. Appointments can't be deleted from the dashboard: Cancel appointment keeps the appointment in the history with the Cancelled status. To remove a client's personal data, use Erase (anonymize) in the GDPR tab in settings (see Client records and consents). The confirmation lets you choose whether the client gets an email and/or an SMS: the boxes start from your notification settings, and both start unticked once the appointment's time has passed.
You can also cancel an appointment whose time has already passed, as long as it isn't paid or invoiced. A paid one is refused - mark it as No-show instead; for an invoiced one, cancel the invoice first. A prepaid online booking that was never confirmed can't be rejected after its time: confirm it and issue the invoice if the visit took place (the client receives a confirmation), or contact support about a refund.
No-shows, invoices and checkout
Once an appointment isn't pending anymore, mark a client who didn't turn up with No-show (or Undo no-show to put it back). Issue invoice completes the appointment with a billing document, and Send to POS takes it straight to checkout with the client and services preloaded.
Messages to the client
An open appointment has a Communications tab for anyone who can see both bookings and clients. Sent lists every message the client got for this booking - type, channel, time, delivered or failed with the reason - and its text. Upcoming shows the reminders and after-visit messages still due and when they go, or why one won't go (no contact, unverified number, channel or template off, opt-out), with a link to the setting behind it. If you can edit the appointment, Cancel stops a scheduled message and Restore brings it back; this holds even if the appointment is moved.
Resend, Send now (a scheduled reminder, once) and Send confirmation (for a staff booking that never had one) need permission to edit the appointment and sending by button. The Tervita team decides for each clinic whether to turn sending by button on; ask support if you need it. Without it the tab shows the history and a line saying sending isn't enabled. Limits: 3 sends of one message type per channel a day, a minute between sends, and 50 a day for the whole clinic. An SMS sent this way is billed like any other SMS; the confirmation shows the price or your free allowance.
Good to know
- The calendar updates live for everyone as bookings come in or change - no need to refresh.
- Rejecting or cancelling keeps the appointment history, changes its status to Cancelled and frees the slot. The client is notified through the channels you tick when cancelling (Reject follows your notification settings); for an appointment whose time has passed, nothing is sent unless you tick a channel.
- A room or piece of equipment that's already booked at that time blocks the save automatically.