Customer Scheduling Portal

The customer scheduling portal lets a customer pick their own appointment time from a link, without calling the office. The chosen time is booked directly on the service.

What the customer sees

The customer opens the link on any device, sees a list of available days and times in your organization's time zone, selects one, and confirms. Nothing is booked until they confirm. After booking they see a confirmation page. If they need to change it later, the same link lets them choose a new time as long as nothing about the service has changed in the meantime.

The page shows only the service name, type, and the customer's own details. It never shows technician names or other customers' information.

Create a link for a service

1. Open the service and find the scheduling link next to the schedule on the service overview.
2. Select Create scheduling link. If a link already exists it is shown instead.
3. Use the open or copy buttons to review it or share it with the customer. The expiry date is shown beside the link.

You need permission to manage scheduling and to assign services. Links last 7 days and can only be used for that service's customer.

Send the link automatically

In the automation builder, add the Scheduling Link variable ({{schedulingUrl}}) to the email or SMS to the customer. It is available for automations tied to a service, such as status changes, technician assignment, or invoice events. The same link is reused for the service until it expires.

Which times are offered

Times come from the same rules as Dispatch, set under Settings > Scheduling or the Logic control in Dispatch. They take into account:

• Working hours, breaks, approved time off, and existing bookings
• Technician daily capacity and the service's duration
• Whether same-day scheduling is allowed
• Search ahead (7 or 14 days), SLA appointment limits, and the maximum number of slots offered

Limits

• Services with a crew or more than one technician cannot use the portal; schedule those in Dispatch.
• The service needs a customer, a market, and an eligible technician. Completed or cancelled services cannot get a link.
• If staff change the schedule, assignment, or status, the old link stops working and you should create a new one.
• If a time is taken while the customer is choosing, they are asked to pick from the updated list.