The Booking Service is a comprehensive appointment management system that allows you to:

• Create and manage booking services for your business
• Schedule appointments with automated reminders
• Track booking status through the entire lifecycle
• Send automated follow-ups after appointments
• Integrate with your chatbot workflows

Important: Booking services are shared across all bots in your workspace, with a maximum limit of 20 booking services.

• Define different types of appointments (consultations, meetings, services, etc.)
• Set default duration for each service type
• Configure custom service identifiers (Service UID)
• Enable/disable services as needed

• Set up to 5 reminder sequences per service
• Configure reminder timing (days, hours, minutes before appointment)
• Customize reminder messages
• Automatic reminder triggering based on scheduled time

• Set up to 5 follow-up sequences per service
• Send follow-ups after completed or no-show appointments
• Configure follow-up timing (days, hours, minutes after appointment)
• Customize follow-up messages

Track bookings through their complete lifecycle:

• Pending: Initial booking state
• Confirmed: Booking has been confirmed
• In Progress: Meeting/appointment has started
• Completed: Successfully completed
• Cancelled: Booking was cancelled
• No Show: Customer didn't attend
• Inactive: Service is no longer active

• Start and end times
• Duration (in minutes)
• Location details
• Source tracking
• Custom metadata
• Rating system (0-5 stars)
• Cancellation/reschedule reasons
• Complete audit logs

• workspace account with Ticket/Lists/Bookings addon enabled
• Access to booking service management
• Basic understanding of your workspace timezone

1. Navigate to Booking Services
   • Go to your workspace settings
   • Select "Booking Services" from the menu
2. Create Your First Booking Service
   • Click the "+ Booking Service" button
   • Fill in the required information
   • Configure reminders and follow-ups
   • Save your service
3. Integrate with Chatbot
   • Use the Service UID to reference the service in your bot flows
   • Configure triggers for booking events
   • Set up automated responses

The booking system operates on a scheduled job basis:

1. Booking Creation: When a booking is created, the system automatically generates reminder and follow-up schedules based on your configuration.
2. Reminder Processing:
   • Runs every minute
   • Checks for pending reminders within a 2-hour window
   • Sends reminders and updates status to "sent"
3. Meeting Events:
   • Meeting Start: Automatically triggered when the start time is reached
   • Meeting End: Automatically triggered when the end time is reached
4. Follow-up Processing:
   • Scheduled after booking completion or no-show
   • Runs on the same schedule as reminders
   • Only sends for completed or no-show bookings

Required Fields:

• Name: Display name for your service (max 100 characters)
• Service UID: Unique identifier using alphanumeric characters (max 50 characters)
  • Cannot be changed after creation
  • Example: consultation_30min, demo_call, support_session
• Description: Detailed description (max 1,000 characters)
• Default Duration: Duration in minutes (0-1000)
• Status: Active or Inactive

For each reminder:

1. Sequence Number: Automatically assigned (1-5)
2. Title: Short description (max 50 characters)
3. Description: Detailed message (max 500 characters)
4. Timing: Set when to send the reminder
   • Days before start time
   • Hours before start time
   • Minutes before start time
5. Status: Active or Inactive

Example Reminder Configuration:

Reminder 1:
- Title: "Appointment Tomorrow"
- Days: 1, Hours: 0, Minutes: 0
- Description: "Your appointment is tomorrow at [TIME]"
Reminder 2:
- Title: "Appointment in 1 Hour"
- Days: 0, Hours: 1, Minutes: 0
- Description: "Your appointment starts in 1 hour"

For each follow-up:

1. Sequence Number: Automatically assigned (1-5)
2. Title: Short description (max 50 characters)
3. Description: Detailed message (max 500 characters)
4. Timing: Set when to send the follow-up
   • Days after end time
   • Hours after end time
   • Minutes after end time
5. Status: Active or Inactive

Example Follow-up Configuration:

Follow-up 1:
- Title: "How was your appointment?"
- Days: 0, Hours: 2, Minutes: 0
- Description: "We'd love to hear about your experience"
Follow-up 2:
- Title: "Follow-up Survey"
- Days: 1, Hours: 0, Minutes: 0
- Description: "Please take a moment to complete our survey"

Required Information:

• Service UID or Booking Service ID
• Start time (in workspace timezone)
• Initial status (Pending or Confirmed)

Optional Information:

• Custom duration (overrides default)
• Location (max 1,000 characters)
• Source (max 100 characters)
• Metadata (max 5,000 characters)
• Notes (max 1,000 characters)

Important Notes:

• Start time must be in the future
• Reminders are automatically scheduled

• Changes status from Pending to Confirmed
• Only available for pending bookings
• Dispatches BOOKING_CONFIRMED event

• Updates start time, end time, and duration
• Can change status to Pending or Confirmed
• Preserves already-sent reminders
• Reschedules remaining reminders
• Requires reschedule reason (max 500 characters)

Restrictions:

• Cannot reschedule in-progress bookings
• Cannot reschedule final state bookings (cancelled, completed, no-show)

• Changes status to Cancelled
• Cancels all pending reminders and follow-ups
• Requires cancellation reason (max 500 characters)
• Cannot cancel final state bookings

• Changes status to Completed
• Skips any unsent reminders
• Schedules follow-up messages
• Cannot complete final state bookings

• Changes status to No Show
• Skips any unsent reminders
• Schedules follow-up messages (same as completed)
• Cannot mark final state bookings as no-show

• Set rating from 0-5 stars
• Can be updated at any time
• Logs the rating change

• Modify location, source, or metadata
• Does not affect status or schedule

• Permanently removes the booking
• Deletes all associated reminders, follow-ups, and logs
• Cannot be undone

Scheduling:

• Created when booking is created
• Calculated as: start_time - (days + hours + minutes)
• Status set to "pending" if in future, "skipped" if in past

Sending:

• Reminders are sent when scheduled time is reached
• Status changes to "sent"
• Records sent timestamp
• Triggers REMINDER_SENDING event

Statuses:

• Pending: Waiting to be sent
• Sent: Successfully delivered
• Skipped: Not sent (time passed or booking cancelled)
• Cancelled: Booking was cancelled

Rescheduling:

• Only unsent reminders are rescheduled
• Sent reminders are preserved
• New scheduled times are calculated

Scheduling:

• Only created when booking is marked as Completed or No Show
• Calculated as: end_time + (days + hours + minutes)
• Status set to "pending" if in future, "skipped" if in past

Sending:

• Follow-ups are sent when scheduled time is reached
• Status changes to "sent"
• Records sent timestamp
• Triggers FOLLOWUP_SENDING event

Important:

• Follow-ups are NOT created at booking time
• They are only scheduled after completion or no-show
• Cancelled bookings do not receive follow-ups

Created → Pending → Confirmed → In Progress → Completed
↓ ↓
Cancelled No Show

1. BOOKING_CREATED: Initial booking creation
2. BOOKING_CONFIRMED: Booking confirmed by user or system
3. REMINDER_SENDING: Each reminder as it's sent
4. MEETING_STARTED: Start time reached
5. MEETING_ENDED: End time reached (auto-completes booking)
6. BOOKING_COMPLETED: Manually or automatically completed
7. BOOKING_NO_SHOW: Marked as no-show
8. FOLLOWUP_SENDING: Each follow-up as it's sent
9. UPDATE_RATING: Rating updated
10. BOOKING_RESCHEDULED: Booking time changed
11. BOOKING_CANCELLED: Booking cancelled

• Pending/Confirmed → In Progress: When start_time is reached
• In Progress → Completed: When end_time is reached (via automatic process)

• list_booking_services: Get all booking services
• get_booking_service: Get specific service details
• list_booking_service_reminders: Get reminders for a service
• list_booking_service_followups: Get follow-ups for a service

• list_bookings: Get bookings (filtered by user, service, status)
• get_booking: Get specific booking details
• create_booking: Create new booking
• confirm_booking: Confirm pending booking
• reschedule_booking: Change booking time
• cancel_booking: Cancel booking
• mark_booking_completed: Mark as completed
• mark_booking_no_show: Mark as no-show
• update_booking_rating: Update rating

Common Parameters:

• bot_user_ns: Bot user identifier (for testing)
• service_uid: Unique service identifier
• booking_id: Specific booking ID

Booking Creation:

• start_time: ISO 8601 format UTC (e.g., "2020-01-02T12:30:00Z")
• duration: Minutes (optional, uses default if not specified)
• pending_or_confirmed: Initial status
• location: Appointment location
• source: Booking source
• metadata: Custom data (JSON string)
• notes: Additional notes

Status Updates:

• reschedule_reason: Reason for rescheduling (max 500 chars)
• cancel_reason: Reason for cancellation (max 500 chars)
• rating: Number between 0-5

User → System: Create Booking Request
System → Database: Create booking record
System → Database: Generate reminder schedules
System → Database: Save reminder records
System → EventDispatcher: Dispatch BOOKING_CREATED
EventDispatcher → Triggers: Process configured triggers
System → User: Return booking confirmation

CronJob → System: Run reminder processor (every minute)
System → Database: Query pending reminders (2-hour window)
Database → System: Return pending reminders
System → Validator: Check booking status
Validator → System: Validate service is active
System → BotUser: Retrieve bot user details
System → EventDispatcher: Dispatch REMINDER_SENDING event
EventDispatcher → Triggers: Execute reminder flow
System → Database: Update reminder status to 'sent'
System → Database: Record sent timestamp

User/System → System: Mark booking complete
System → Database: Update booking status to 'completed'
System → Database: Skip unsent reminders
System → Database: Calculate follow-up schedules
System → Database: Create follow-up records
System → EventDispatcher: Dispatch BOOKING_COMPLETED
EventDispatcher → Triggers: Process completion triggers
System → User: Return success response

CronJob → System: Run booking processor (every minute)
System → Database: Query bookings with start_time reached
Database → System: Return matching bookings
System → EventDispatcher: Dispatch MEETING_STARTED event
System → Database: Update status to 'in_progress'
[Later...]
System → Database: Query bookings with end_time reached
Database → System: Return matching bookings
System → EventDispatcher: Dispatch MEETING_ENDED event
System → Database: Update status to 'completed'
System → Database: Schedule follow-ups

User → System: Reschedule request
System → Validator: Check booking status
Validator → System: Validate can reschedule
System → Database: Get sent reminder sequences
System → Database: Delete unsent reminders
System → Database: Update booking times
System → Database: Increment reschedule_count
System → Database: Calculate new reminder schedules
System → Database: Create new reminder records
System → EventDispatcher: Dispatch BOOKING_RESCHEDULED
System → User: Return updated booking

mermaid.live

• Use clear, descriptive service names
• Create unique Service UIDs that are easy to reference
• Set realistic default durations
• Test reminder and follow-up timing before going live

• Don't over-remind (2-3 reminders is typically sufficient)
• Space reminders appropriately (e.g., 1 day before, 1 hour before)
• Make reminder messages clear and actionable
• Include relevant booking details in reminders

• Send immediate follow-up for feedback (2-4 hours after)
• Send survey request 24 hours after appointment
• Keep follow-up messages brief and focused
• Always include opt-out options

• Always provide cancellation reasons for analytics
• Use the notes field to capture important context
• Update ratings to track service quality
• Review booking logs regularly

• Test the complete booking lifecycle before launch
• Verify reminder timing in your timezone
• Test rescheduling scenarios
• Validate event triggers fire correctly

Reminders Not Sending:

• Check reminder is set to "Active"
• Verify scheduled time is in the future
• Confirm booking service is active
• Check booking status is not in final state

Follow-ups Not Sending:

• Follow-ups only send after completion or no-show
• Check follow-up is set to "Active"
• Verify booking was completed/no-show (not cancelled)
• Confirm scheduled time is correct

Cannot Reschedule:

• Ensure booking is not in final state
• Verify booking is not currently in progress
• Check service is still active

Timezone Issues:

• All times stored in UTC
• Display times are converted to workspace timezone
• Verify workspace timezone settings are correct

• Maximum Booking Services: 20 per workspace
• Maximum Reminders: 5 per service
• Maximum Follow-ups: 5 per service
• Field Limits:
  • Name: 100 characters
  • Service UID: 50 characters
  • Description: 1,000 characters
  • Reminder/Follow-up Title: 50 characters
  • Reminder/Follow-up Description: 500 characters
  • Reschedule Reason: 500 characters
  • Cancellation Reason: 500 characters
  • Location: 1,000 characters
  • Source: 100 characters
  • Metadata: 5,000 characters
  • Notes: 1,000 characters