The Booking Service is a comprehensive appointment management system that allows you to:

• Create and manage booking services for your business

• Schedule appointments with automated reminders

• Track booking status through the entire lifecycle

• Send automated follow-ups after appointments

• Integrate with your chatbot workflows

Important: Booking services are shared across all bots in your workspace, with a maximum limit of 20 booking services.

• Define different types of appointments (consultations, meetings, services, etc.)

• Set default duration for each service type

• Configure custom service identifiers (Service UID)

• Enable/disable services as needed

• Set up to 5 reminder sequences per service

• Configure reminder timing (days, hours, minutes before appointment)

• Customize reminder messages

• Automatic reminder triggering based on scheduled time

• Set up to 5 follow-up sequences per service

• Send follow-ups after completed or no-show appointments

• Configure follow-up timing (days, hours, minutes after appointment)

• Customize follow-up messages

Track bookings through their complete lifecycle:

• Pending: Initial booking state

• Confirmed: Booking has been confirmed

• In Progress: Meeting/appointment has started

• Completed: Successfully completed

• Cancelled: Booking was cancelled

• No Show: Customer didn't attend

• Inactive: Service is no longer active

• Start and end times

• Duration (in minutes)

• Location details

• Source tracking

• Custom metadata

• Rating system (0-5 stars)

• Cancellation/reschedule reasons

• Complete audit logs

• workspace account with Ticket/Lists/Bookings addon enabled

• Access to booking service management

• Basic understanding of your workspace timezone

1. Navigate to Booking Services

   • Go to your workspace settings

   • Select "Booking Services" from the menu

2. Create Your First Booking Service

   • Click the "+ Booking Service" button

   • Fill in the required information

   • Configure reminders and follow-ups

   • Save your service

3. Integrate with Chatbot

   • Use the Service UID to reference the service in your bot flows

   • Configure triggers for booking events

   • Set up automated responses

The booking system operates on a scheduled job basis:

1. Booking Creation: When a booking is created, the system automatically generates reminder and follow-up schedules based on your configuration.

2. Reminder Processing:

   • Runs every minute

   • Checks for pending reminders within a 2-hour window

   • Sends reminders and updates status to "sent"

3. Meeting Events:

   • Meeting Start: Automatically triggered when the start time is reached

   • Meeting End: Automatically triggered when the end time is reached

4. Follow-up Processing:

   • Scheduled after booking completion or no-show

   • Runs on the same schedule as reminders

   • Only sends for completed or no-show bookings

Required Fields:

• Name: Display name for your service (max 100 characters)

• Service UID: Unique identifier using alphanumeric characters (max 50 characters)

  • Cannot be changed after creation

  • Example: consultation_30min, demo_call, support_session

• Description: Detailed description (max 1,000 characters)

• Default Duration: Duration in minutes (0-1000)

• Status: Active or Inactive

For each reminder:

1. Sequence Number: Automatically assigned (1-5)

2. Title: Short description (max 50 characters)

3. Description: Detailed message (max 500 characters)

4. Timing: Set when to send the reminder

   • Days before start time

   • Hours before start time

   • Minutes before start time

5. Status: Active or Inactive

Example Reminder Configuration:

For each follow-up:

1. Sequence Number: Automatically assigned (1-5)

2. Title: Short description (max 50 characters)

3. Description: Detailed message (max 500 characters)

4. Timing: Set when to send the follow-up

   • Days after end time

   • Hours after end time

   • Minutes after end time

5. Status: Active or Inactive

Example Follow-up Configuration:

Required Information:

• Service UID or Booking Service ID

• Start time (in workspace timezone)

• Initial status (Pending or Confirmed)

Optional Information:

• Custom duration (overrides default)

• Location (max 1,000 characters)

• Source (max 100 characters)

• Metadata (max 5,000 characters)

• Notes (max 1,000 characters)

Important Notes:

• Start time must be in the future

• Reminders are automatically scheduled

• Changes status from Pending to Confirmed

• Only available for pending bookings

• Dispatches BOOKING_CONFIRMED event

• Updates start time, end time, and duration

• Can change status to Pending or Confirmed

• Preserves already-sent reminders

• Reschedules remaining reminders

• Requires reschedule reason (max 500 characters)

Restrictions:

• Cannot reschedule in-progress bookings

• Cannot reschedule final state bookings (cancelled, completed, no-show)

• Changes status to Cancelled

• Cancels all pending reminders and follow-ups

• Requires cancellation reason (max 500 characters)

• Cannot cancel final state bookings

• Changes status to Completed

• Skips any unsent reminders

• Schedules follow-up messages

• Cannot complete final state bookings

• Changes status to No Show

• Skips any unsent reminders

• Schedules follow-up messages (same as completed)

• Cannot mark final state bookings as no-show

• Set rating from 0-5 stars

• Can be updated at any time

• Logs the rating change

• Modify location, source, or metadata

• Does not affect status or schedule

• Permanently removes the booking

• Deletes all associated reminders, follow-ups, and logs

• Cannot be undone

Scheduling:

• Created when booking is created

• Calculated as: start_time - (days + hours + minutes)

• Status set to "pending" if in future, "skipped" if in past

Sending:

• Reminders are sent when scheduled time is reached

• Status changes to "sent"

• Records sent timestamp

• Triggers REMINDER_SENDING event

Statuses:

• Pending: Waiting to be sent

• Sent: Successfully delivered

• Skipped: Not sent (time passed or booking cancelled)

• Cancelled: Booking was cancelled

Rescheduling:

• Only unsent reminders are rescheduled

• Sent reminders are preserved

• New scheduled times are calculated

Scheduling:

• Only created when booking is marked as Completed or No Show

• Calculated as: end_time + (days + hours + minutes)

• Status set to "pending" if in future, "skipped" if in past

Sending:

• Follow-ups are sent when scheduled time is reached

• Status changes to "sent"

• Records sent timestamp

• Triggers FOLLOWUP_SENDING event

Important:

• Follow-ups are NOT created at booking time

• They are only scheduled after completion or no-show

• Cancelled bookings do not receive follow-ups

1. BOOKING_CREATED: Initial booking creation

2. BOOKING_CONFIRMED: Booking confirmed by user or system

3. REMINDER_SENDING: Each reminder as it's sent

4. MEETING_STARTED: Start time reached

5. MEETING_ENDED: End time reached (auto-completes booking)

6. BOOKING_COMPLETED: Manually or automatically completed

7. BOOKING_NO_SHOW: Marked as no-show

8. FOLLOWUP_SENDING: Each follow-up as it's sent

9. UPDATE_RATING: Rating updated

10. BOOKING_RESCHEDULED: Booking time changed

11. BOOKING_CANCELLED: Booking cancelled

• Pending/Confirmed → In Progress: When start_time is reached

• In Progress → Completed: When end_time is reached (via automatic process)

• list_booking_services: Get all booking services

• get_booking_service: Get specific service details

• list_booking_service_reminders: Get reminders for a service

• list_booking_service_followups: Get follow-ups for a service

• list_bookings: Get bookings (filtered by user, service, status)

• get_booking: Get specific booking details

• create_booking: Create new booking

• confirm_booking: Confirm pending booking

• reschedule_booking: Change booking time

• cancel_booking: Cancel booking

• mark_booking_completed: Mark as completed

• mark_booking_no_show: Mark as no-show

• update_booking_rating: Update rating

Common Parameters:

• bot_user_ns: Bot user identifier (for testing)

• service_uid: Unique service identifier

• booking_id: Specific booking ID

Booking Creation:

• start_time: ISO 8601 format UTC (e.g., "2020-01-02T12:30:00Z")

• duration: Minutes (optional, uses default if not specified)

• pending_or_confirmed: Initial status

• location: Appointment location

• source: Booking source

• metadata: Custom data (JSON string)

• notes: Additional notes

Status Updates:

• reschedule_reason: Reason for rescheduling (max 500 chars)

• cancel_reason: Reason for cancellation (max 500 chars)

• rating: Number between 0-5

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• Use clear, descriptive service names

• Create unique Service UIDs that are easy to reference

• Set realistic default durations

• Test reminder and follow-up timing before going live

• Don't over-remind (2-3 reminders is typically sufficient)

• Space reminders appropriately (e.g., 1 day before, 1 hour before)

• Make reminder messages clear and actionable

• Include relevant booking details in reminders

• Send immediate follow-up for feedback (2-4 hours after)

• Send survey request 24 hours after appointment

• Keep follow-up messages brief and focused

• Always include opt-out options

• Always provide cancellation reasons for analytics

• Use the notes field to capture important context

• Update ratings to track service quality

• Review booking logs regularly

• Test the complete booking lifecycle before launch

• Verify reminder timing in your timezone

• Test rescheduling scenarios

• Validate event triggers fire correctly

Reminders Not Sending:

• Check reminder is set to "Active"

• Verify scheduled time is in the future

• Confirm booking service is active

• Check booking status is not in final state

Follow-ups Not Sending:

• Follow-ups only send after completion or no-show

• Check follow-up is set to "Active"

• Verify booking was completed/no-show (not cancelled)

• Confirm scheduled time is correct

Cannot Reschedule:

• Ensure booking is not in final state

• Verify booking is not currently in progress

• Check service is still active

Timezone Issues: