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Configure booking workflow steps

The Booking step group schedules a visit, asks the client to confirm the date, and records the visit on site. Add it to a workflow draft, then set the booking type and who does each step.

Add the booking steps

  1. Select Workflows in the sidebar.
  2. Open the workflow you want to change. A published workflow is read-only: select Start editing to start a draft, or Go to draft if a draft already exists.
  3. On the Workflow tab, select Add.
  4. In Add step, select Booking - 3 steps.

The group adds three steps, each depending on the one before it:

Step Default assignee What it does
Schedule booking the first installer the workflow dispatches to, or the operator if the workflow dispatches to nobody Sets the date, time and installers.
Confirm booking Client The client confirms or declines the proposed time.
Perform on-site visit same as Schedule booking The installer carries out the visit.

Select Save to keep the draft, then Publish to make it live.

Set the step options

Select a step in the editor to open Step settings.

Schedule booking has one setting of its own: Booking type. Choose Installation, Inspection, Service or Emergency callout.

The other settings are the same as on any step: Required, Auto complete, Assignee, Visibility, Depends on and Due date settings. See Configure workflow step settings.

Schedule booking and Confirm booking start with a due date of three days after the step becomes active, at 18:00, skipping weekends. Perform on-site visit takes no due date, so Due date settings is disabled on it.

To choose which installer company gets the order, use a dispatch step instead. See Add dispatch steps to a workflow.

What happens on the Schedule booking step

The assignee sets the time and picks who attends:

  • Customer availability shows the days the client marked as preferred or unavailable. It appears in the operator app.
  • The time picker takes Starts, Ends, All day or Duration. A duration with no date is saved, so you can plan the length of a visit before you have a date.
  • On site installers sets who attends. It becomes editable once the booking has a time or a duration.
  • Use the scheduler opens the scheduler when it is your turn on the step. See Use the scheduler.

A date and time is required to complete the step. Without one, the step shows “Please set a date and time for the booking”.

The step lists every booking made for it, each with its status - Scheduled, Pending, Cancelled or Rejected - and the reason and comment behind a cancellation or rejection. The operator can edit or reschedule the most recent booking while it is Scheduled or Pending. Cancelled and rejected bookings are final, and earlier bookings stay read-only.

What happens on the Confirm booking step

The client sees the proposed time and selects Confirm to accept it. Under Unavailable? they can select Decline with reason and pick a reason. A declined booking ends as Rejected, and so do the Confirm booking and Schedule booking steps.

The step header names the assignee and how long until the step is due.

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