Manage bookings

Overview

Every appointment made through chat starts as a request. Nothing is final until someone on your team accepts it. The Bookings page shows all requests and appointments, who they're assigned to and their status. You can accept, decline or cancel them there, or accept and decline straight from the email your employee receives.

Open it from Calendar → Bookings. Owners, Admins and Users can manage bookings.

At the top, three summary cards show:

• Upcoming: appointments still ahead.
• Pending requests: requests waiting for Accept or Decline.
• Confirmed next 7 days: accepted appointments in the coming week.

Each booking has a status:

Find a booking

1. Go to Calendar → Bookings.
2. Use the filters to narrow the list:
   • All statuses or a single status.
   • All employees or a single employee.
   • Upcoming or Past.
3. Each row shows When (in your business time zone), Employee, Visitor name and email, Subject and Status.
4. Click Conversation to open the chat the booking came from.

Accept or decline a request

On the Bookings page, click Accept or Decline on any Requested row.

• Accept turns the calendar event from tentative into a normal busy event, and the visitor receives a "Confirmed" email.
• Decline removes the calendar hold, and the visitor receives an email saying the time isn't available.

Accept or decline from email

The assigned employee receives an email titled "Appointment request:" followed by the subject and visitor's name. It shows the visitor's details and requested time, a link to view the conversation, and Accept and Decline buttons.

1. Click Accept or Decline in the email.
2. On the page that opens, click Confirm accept or Confirm decline. This extra step stops email security scanners from answering requests automatically.

The links expire at the appointment time or after 14 days, whichever comes first. If a link has expired, use the Bookings page instead. If the request was already handled, the page shows its current status.

Cancel an appointment

1. Find the booking on the Bookings page. It must be Requested or Confirmed.
2. Click Cancel.

The calendar event is removed and the visitor is emailed that the time is no longer available.

Reschedule an appointment

There's no reschedule button. To move an appointment, cancel it and ask the visitor to request a new time through chat.

Tips

• Requested bookings appear on the employee's calendar as tentative events titled with the subject, visitor name and "(requested)".
• Visitors aren't added as calendar attendees, so they never receive Outlook or Google invitations. AtomicX Chat sends its own emails.
• If the list is empty, add a Book Appointment step to a workflow to start receiving requests.

Related articles

• Set up your calendar
• Manage employees and availability
• Appointment booking in chat
• View conversations