Managing Bookings

Open Bookings to see the bookings for your organisation.

Organisation admins and virtual assistants see all bookings.
Practitioners see their own bookings.
You can search by client, session type, or practitioner, and sort the table.

1. Booking statuses

Status	Meaning
Pending	The booking is waiting for confirmation or verification.
Pending payment	The client has started checkout but payment has not completed.
Pending verification	The client needs to verify their email or complete a required step.
Confirmed	The session is booked and confirmed.
Completed	The session has taken place and the booking has been closed.
Cancelled	The booking was deliberately cancelled by the practitioner or client.
Abandoned	An unpaid checkout expired before payment was completed. This is separate from a deliberate cancellation.

Abandoned bookings help you distinguish checkout drop-off from real cancellations.

2. Adding a booking

Click Add Booking.
Choose the client, session type, practitioner, and time.
Complete the booking flow.

The new booking appears in the list immediately. This is useful for phone bookings, house calls, or clients who pay in person.

3. Opening a booking

Click a booking to open its detail page. From here you can review and update:

Client and session type.
Date and time.
Status and payment status.
Meeting link and virtual meeting status.
Delivery details: in-person at your location, house call, or virtual.
Practitioner Notes: encrypted notes only you can read.
Notes for Client: notes visible to you and the client in their booking.
Files for Client: encrypted file sharing when both you and the client are enrolled in Secure Messaging.

Complete a booking

Click Complete to mark the session as completed. If you have email sequences with a Booking Completed trigger, you can enroll the client in one at the same time.

Reschedule

Click Reschedule to choose a new time. The client is notified and calendar entries are updated.

Change session details

Use Change Session Details to change the session type, format, or location. If the format changes, the client is emailed with the updated details.

Cancel

Use Cancel Booking and enter a reason. The booking is marked cancelled, calendar entries are removed, and the client is notified.

4. House calls and travel fees

A session type can offer House Calls. When a client books a house call:

They must provide the address for the session.
The booking shows that it takes place at the client’s location.
Any travel fee configured on the session type is included according to your session settings.

See Session Types for setup.

5. The client experience

Clients manage their own bookings in My Bookings.

Upcoming and past bookings are listed with practitioner, date and time, session name, and status.
Click a booking to open it.
If a virtual meeting link exists, a Join Meeting button appears.
Clients can reschedule or cancel where your booking rules allow, and can update booking details.
Secure notes and files appear when Secure Messaging is enabled for both parties.

6. Troubleshooting

A booking is stuck as pending. Check whether the client still needs to verify their email or complete payment. Pending checkouts that are not completed are eventually marked Abandoned.

A client did not receive a meeting link. Check the booking’s virtual meeting details. The practitioner may need to generate the meeting link, or the session may be in person.

A client cannot reschedule. Your booking settings may not allow rescheduling within the notice period, or the session may be too close to its start time.

A cancelled booking still shows in a calendar. Refresh the calendar. Cancelling a booking removes the corresponding calendar entry, but an external calendar may take a moment to sync.

A house call address is missing. House-call bookings require the client address. If it is missing, contact the client or update the booking from the detail page.