Create, edit, manage and check-in appointments from one place
Create new appointments from the Calendar
Appointments can be created in two ways:
- Click the + New Appointment button in the top bar.
- Click and drag a time slot directly on the calendar.
This opens the Appointment view, where you can fill in details.
Fill in appointment details
When creating or editing an appointment, you can set:
- Date & time (start and end) — minimum 15-minute increments
- Assignee — the team member who will serve the appointment
- Visitor information:
- First name, last name (required)
- Phone number, email, language, and service
- Additional fields (if configured for the selected service)
🟡 Note: Appointments booked from the Visitor Website can only be assigned to team members who are available at the selected time, but in Calendar view availability settings not exceptions do not apply and are overwritten.
See appointment tags and activity log
Each appointment includes a Booking tag with the date and time visible:
- In the appointment detail view
- On the corresponding visitor ticket in Service View
This tag helps identify scheduled visitors across views.
All actions are tracked in the Activity timeline, including:
- Appointment created, edited, or rescheduled
- Label changes
- Visitor checked in
Edit appointments before check-in
Appointments that are not yet checked in or canceled can be updated like a regular ticket.
You can change:
- Date & time
- Visitor information
- Assigned service or team member
- Labels
All changes are saved to the activity log.
Cancel or check in an appointment
To cancel:
Click the Cancel button in the appointment detail view. This removes the appointment from the calendar completely. Canceled appointments are not shown in statistics or analytics. Once cancelled, the appointment cannot be re-activated.
To check in a visitor:
Click Check-in on the appointment card. This moves them into the queue as an active ticket.
Once checked in, the appointment becomes a standard ticket and can be managed from the Service view.
A quick action Continue to Service view button appears in the side panel for easy navigation. 📖 Learn more: The Service View guide
What happens after check-in
When a visitor is checked in:
- Their wait time starts from the moment of check-in
- The appointment is now treated as a ticket in Service view
- Ticket details can still be edited (e.g. service, notes, labels)
- Appointment details (e.g. date/time) can no longer be changed
This ensures consistent tracking and reporting of scheduled visitors once they’ve arrived.
💡 Tip: Checked-in appointments appear first in the queue to ensure priority handling.
Marking an appointment as a no-show
If a visitor does not arrive but you want to record it as a no-show, do not cancel the appointment.
Instead, follow these steps:
-
Check in the visitor from the appointment panel in the Calendar.
-
Click Continue to Service view.
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In Service view, call the visitor from their ticket.
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From the three-dot menu (⋯) on the visitor ticket, choose No show.
✅ This process ensures the missed appointment is tracked in analytics as a no-show, instead of being excluded entirely like a canceled visit.
Have questions or need help configuring it?
Reach out to our support team or your account manager — we’re happy to help.