Manage appointments
Modify appointments using appointment block context menu
Tip
To open the appointment block context menu in the redesigned Appointment Book, right-click the relevant appointment block.
Note
Alerts indicating pending guest feedback, missing consumption data, or unfilled custom data fields/forms are no longer shown in the context menu. However, these alerts are still visible via hover text on the appointment block.
If you want to have a more visible indication when such data is missing—such as appointment color changes—you can enable the relevant settings under Employee Alerts. For more information, refer to Alerts for appointment color changing to red.
Change appointment statuses
Tip
To change the appointment status in the redesigned appointment book, follow these steps:
Navigate to the redesigned Appointment Book.
To open the appointment block context menu, right-click the relevant appointment block.
Next to Service details, select the status.
The menu shows the current status of the appointment.
The options you see vary depending on the present appointment status. For example, if you click an appointment whose status is Checked-in, the options you can see are, Complete and Undo check in.
According to the status, the color code of the appointment block changes.
Mark a service as a redo service
Tip
In redesigned Appointment Book, create a new appointment for the guest requesting a redo and add the service that the guest wants as compensation.
Right-click the appointment block, and from the context menu, select Redo.
The Redo Appointment window appears.
From the Service list, select the service that you want to mark as redo.
In the Discount for Redo field, enter any discount you want to provide as compensation for the redo service in the form of an Absolute (flat) amount or a Percentage value.
Click OK.
A confirmation message appears; click OK.
Zenoti marks the selected service as redo service and processes a reversal of the initial service provider’s commission.
Note
Optionally, at step 4, you can enter the Price for Penalty Calculation. The price for penalty calculation determines the additional amount to be processed towards the initial provider's commission reversal.
An appointment can be marked as a redo appointment for services any number of times.
However, the commission reversal only happens once regardless of the number of times a service is marked as a redo appointment.
Rebook an appointment
Tip
To rebook an appointment in the redesigned appointment book, follow these steps:
Right-click the appointment block.
Click
icon and select Rebook appointment or Rebook visit.Select the new date for the appointment.
Click an available time slot of a provider.
Click Review and book.
Impacts and considerations
While rebooking an appointment, the system will automatically display available slots based on the configured frequency (in days) for rebooking appointments.
Appointment confirmation notifications are not sent for rebooked appointments, but notifications are sent for recurring appointments. However, appointment reminders will still be sent for both types of appointments.
Guests can rebook appointments using the Zenoti Consumer Mobile App (CMA) or the webstore. To rebook an appointment, guests can log in to their account using their Zenoti login credentials and use the rebook feature to easily repeat services they have taken in the past. For more information, refer to quick book and rebook services with CMA.
Guests can rebook a paid and successful appointment in Zenoti by selecting the specific service within the appointment and rescheduling it for a later date.
If the front desk staff needs to change the service for an appointment with a deposit, they can avoid issuing a refund and rebooking. Instead, they can transfer the deposit to a prepaid card or gift card and use that card to pay for the new service. This way, guests won't be charged, refunded, and charged again.
A guest cannot rebook an appointment with a closed invoice status directly. However, the front desk staff can create a new appointment for the guest and generate a new invoice for the concerned service. The front desk staff can charge the amount accordingly as per the business requirements, and backdate the invoice date by using the Edit Invoice feature.
Rebooking an appointment to fix a closed prescription can cause multiple transaction messages, confusion for the guest, conversion of planned appointments into sudden visits, and the need for the service provider to re-enter the prescription.
Enter guest feedback
To take guest feedback on the redesigned appointment book, follow these steps:
Right click the appointment block and click Feedback.
Select Invoice Feedback or Group Bill Feedback as required.
Rate the guest’s experience on a scale of 1 to 5 (with 5 being the best).
Click the aspects the guest liked or didn’t like.
Enter the guest’s comments, if any.
Click Submit.
Manage product consumption data (consumables)
To add consumed products for an appointment on the redesigned appointment book, follow these steps:
Click
icon on the top-right corner, and then click Add consumed products.Edit the quantity of the desired auto-tracked bill of materials (BOM).
Click Save.
Note
Add, edit and delete permissions vary from role to role.
To edit the bill of materials after the invoice is closed, go to Appointment Book > BOM > Edit Post Invoice Closure.
Other actions in the appointment block context menu
You can perform the following additional actions using the appointment block context menu in the redesigned appointment book.
View services in a visit
Right click the appointment block and click Locate services.
Click Show services in visit.
View all services in a group appointment
Right click the appointment block and click Locate services.
Click Show Services in Group Appointment.
This will focus only those appointments and de-focus the rest of the appointments.
Click anywhere on the appointment book to view all appointments.
Note
This will only work if the Enable focus mode when hovering on an appointment in the redesigned Appointment Book setting is switched on.
If the focus mode is switched off, then the Show Services in Group Appointment will hide all the other appointments. Click View All on the top banner to see all your appointments.
To view all services in a group invoice in the existing appointment book, follow these steps:
From the appointment block, click Locate services.
Click Show Services in Group Appointment.
This will hide all the other appointments. Click View All on the top banner to see all your appointments.
Void a past appointment
Find the appointment you want to void using the calendar.
Right click the appointment block and click Void from the status change drop-down list.
You can only void an appointment whose status is Paid.
Undo the status of an appointment
Right click the appointment block and select the status change drop-down list.
Click Undo.
The Undo option appears only after you change the status from New to another status.
Lock an appointment
Right click the appointment block and click the
icon on the top-right corner.Click Lock.
Based on whether you want to lock an individual appointment or a group appointment, select one of the following options.
This appointment only
All appointments in this group
Unlock an appointment
Right click the appointment block and click the
icon on the top-right corner.Click Unlock.
Based on whether you want to unlock an individual appointment or a group appointment, select one of the following options:
This appointment only
All appointments in this group
Delete an appointment
Right click the appointment block and click the
icon on the top-right corner.Click Delete.
Select the reason for deletion from the Delete Appointment screen.
Add comments and click Save.
View appointment log
Right click the appointment block and click More.
Click Show Appointment Log.
Fill service forms
Right click the appointment block and click More.
Click Enter Service Custom Data.
Fill all the required fields in the form and then sign it.
Click Submit and Close.
Checkout multiple guests on the same invoice
Right click the appointment block on a guest appointment.
Click Group bill.
Add the invoice to an existing group or click New Group and then enter the group name.
Add other guests to the group as required.
Print job card
Right click the appointment block and click Print.
Click Print job card.
Print appointment
Right click the appointment block and click Print.
Click Print appointment.
Select the appointment from the list.
Click Print.
Modify an appointment in the info panel
Other actions
You can perform the following actions to modify an appointment in the redesigned Appointment Book.
Mark a visit as surprise visit
Navigate to the redesigned appointment book and create a new appointment.
From the Booking Wizard screen, select the Surprise visit checkbox.
Modify other details as required and click Save and book.
Impacts and considerations
After you select the Surprise visit check box and save the appointment, you cannot clear it.
If the guest planning the surprise visit decides to cancel, the front desk should delete the appointment.
When an appointment is marked as a surprise visit, Zenoti does not send the following SMS or email notifications to the recipient of the surprise:
Appointment confirmation
Appointment reminder
Appointment rescheduled
Appointment cancelled
Payment made notification
Note
Zenoti resumes regular communication with the guest as soon as they avail services of the surprise visit.
Make it a recurring appointment
Navigate to the redesigned appointment book and click New Appointment.
From the bottom panel, modify the details as required.
Click Repeat.
From the Create repeat appointment window, select how often the appointment should repeat, and click Apply to save the pattern.
Click Continue.
Impacts and considerations
If your organization restricts double-booking or booking outside a provider’s scheduled hours, Zenoti flags such appointments as conflicts. A yellow triangle icon appears to indicate the conflict.
You can edit or update standing appointments using the standard Modify Appointment option. Make changes to details such as add-on services, time slots, or the assigned service provider.
Assign appointment category
Navigate to the redesigned appointment book and click New Appointment.
From the bottom panel, modify the details as required.
From the Appointment Category list, select a category.
Click Save.
Change the employee associated with a sale
You can only change the employee associated with a sale after the invoice is closed.
Right click the appointment block and click Show invoice.
Click Edit Invoice > Edit.
Select the employee from the Sold by drop-down list.
Click Save.
Add a virtual appointment
Navigate to the redesigned appointment book and click Add virtual appointments.
In the Email Details and Text Detail fields, enter virtual appointment details such as the virtual appointment link or other instructions for the guest.
Click Save.
View the guest’s five most recent visits
From the redesigned appointment book, search for the guest and click Book Appointment or Modify appointment.
From the bottom panel, click Last Visit.
A pop-up window appears with the selected guest's last five visits.
Impacts and considerations
You can pull up these details to upsell services taken in the past or adjust the sale price according to the price paid by the guest in the past (if you have required permissions)
If a guest took a day package in any of their last five visits, it appears in this list of services that you can book again.
If a guest took two services in each of their last five visits, this panel shows ten services.
Add-ons are not part of the list of services from past visits.
If a guest took a service earlier (say, Hair Treatment) and this service is not associated with your center, Zenoti greys out the check box against the service. You cannot book such a service again at your center.
After selecting a service, you want to book again, you must select the Provider, Room, and Equipment to complete the booking.
Services you book again from this window are not considered rebooked services.
Zenoti picks the price associated with the service at the center and displays it here.
View guest profile
Navigate to the redesigned appointment book and enter the guest's name from the search bar.
Select the guest’s name to view their profile details.
Add referral information
From the Referral drop-down list, select the referral source.
In the Ref By field, enter the name of the guest who referred your business.
Proceed with the booking.
On the Take Payment page, the referral promo code appears automatically in the Coupon# field. You can remove the referral code by selecting X next to the field.
The invoice reflects the discount or gift card used to claim the referral reward.
Merge guests
From the redesigned appointment book, search for the guest and click Book Appointment or Modify appointment.
From the bottom panel, click Merge guests.
Enter the details and click Next.
Modify guest information
Navigate to the redesigned appointment book and enter the guest's name from the search bar.
Select the guest’s name to view their profile details.
Modify guest details as required and click Save.
Modify service duration
Right click the appointment block and click Modify appointment icon.
From the bottom panel, click the existing service name, and select or edit it accordingly.
If enabled by the admin, you’ll see an edit icon next to the service name in the existing Appointment Book, click it to update the service.
Edit the duration.
Click Save.
Note
The guest-specific duration for the service and service provider gets updated in the existing appointment and on guest's profile.
Modify service price
To edit service details while creating an appointment in the existing Appointment Book, click the pencil icon located in the bottom panel.
On the Price adjustment window, set the new price.
Click Update.
Note
If you want to remember the set pricing for the guest and the service provider, select the Remember this as [guest's name] price checkbox and select the service provider's name.
The guest-specific pricing for the service and service provider gets updated in the existing appointment and on the guest's profile.
Modify an appointment
To modify an appointment using Booking Wizard in the redesigned appointment book, follow these steps:
Right click the appointment and select Modify appointment.
Modify the appointment as required.
Click Review and Save.
Click Change/Modify.
Action | Perform these steps |
Move the appointment time | At step 2, select the time to which you want to move the appointment. |
Move the appointment to another day |
|
Change the provider | At step 2, select the provider to whom you want to move the appointment. |
Change the duration of the appointment | At step 2, in the Duration column, select the duration. |
Change the guest details |
|
Add a service to an appointment | At step 2, in the Service column, select the service. |
Remove a service from an appointment | Click the Delete appointment icon next to the service. |
Delete in-progress appointments
Bookings with an In Progress status are highlighted in a grey box and cannot be directly removed from the Appointment Book view. These grey slots are visible only to the front desk staff and are not shown to guests.
The Zenoti application periodically updates or removes these in-progress bookings in the background based on a hold duration. If these bookings do not disappear after a few minutes, try restarting the application.
Move appointments using Clipboard
Tip
Important
To enable this feature for your business, ensure the following:
Organization-level setting Appointment book context menu version - v2 is enabled
Organization-level setting Enable Admin Queue and center-level setting Operate appointment book in Queue mode are disabled.
Center-level setting Move appointments using Clipboard is enabled
Clipboard is a placeholder on Appointment Book. It allows the front-desk staff to move appointments to any day, to any service provider.
With Clipboard, the front-desk staff can do the following:
Move an appointment or the entire visit
Swap appointments
Point to consider | Description |
Availability | Clipboard is available for all types of appointments in all views |
Level | Clipboard data is applicable only at the logged-in user level |
Inactivity | If Clipboard is inactive for 10 mins, all appointments will be moved back to the original slots |
Move back | To move the appointment in Clipboard to the original slot on Appointment Book |
Copy visit | To copy the entire visit from Clipboard |
Copy | To copy the appointment from Clipboard You can then right-click on Appointment Book and select Move here |
Appointment log | All clipboard actions including the moved-back by the system after 10 mins of inactivity are tracked in the appointment log |
Swap an appointment
Scenario: Swap appointment A with appointment B
Right-click the appointment you want to swap. Let's call this appointment A.
Click the Move appointment icon.
The Clipboard section appears with appointment A, and you can see a grey block on Appointment Book.
Note
To view the appointment details of the appointment in Clipboard, hover the mouse over the appointment block.
Drag the appointment B and drop it on the grey block.
In Clipboard, click the Copy icon for appointment A.
Drag appointment A from Clipboard and drop it on the block.
Move an appointment to a different date
Right-click the appointment that you want to move.
Click the Move appointment icon.
Click the Copy icon.
Pick the date from the calendar.
Move a visit
Right-click one of the appointments in the visit that you want to move.
Click the three dots.
Select Move visit.
The Clipboard section appears with all the appointments in the visit, and you can see grey blocks for the visit on Appointment Book.
From the calendar, pick the date.
Drag the appointments in the visit and drop them on the desired blocks.
Move a group appointment
Right-click one of the appointments in the group that you want to move.
Click the Move appointment icon.
The Clipboard section appears with the group appointment, and you can see a grey block for the appointment on Appointment Book.
Drag the appointment and drop it on the desired block.
Move an appointment with segments
Right-click the segment.
Select Move visit.
The Clipboard section appears with the main service and the segments, and you can see grey blocks for the visit on Appointment Book.
Drag the appointment and drop it on the desired block.
Move an appointment to room view
Right-click the appointment that you want to move.
Click the Move appointment icon.
Change the view to room view.
Drag and drop the appointment from Clipboard to the desired block.
The appointment is assigned to the room on which it is dropped from Clipboard.
Move the appointment time
To move the appointment time in the redesigned appointment book, follow these steps:
Drag the existing appointment and drop it in another empty time slot.
Points to consider
If price scaling is enabled and the invoice is paid, discounted, campaign is applied, or redemptions are applied, you cannot move the appointment.
Edit the price on the invoice
Note
To move paid appointments with price scaling, reach out to your manager.
Remove redemptions
Remove discounts
Remove campaign
Move the appointment to another day
To move the appointment to another day in the redesigned appointment book, follow these steps:
In the day view, click the appointment you want to move to a different date and select Move Appointment.
Alternatively, in the week view, click the appointment you want to move to a different date and select Move Appointment.
The Move Appointment pop-up appears, and the appointment block you want to move is highlighted.
Important
Do not close this pop-up until the rescheduling is completed.
From the Appointment Book calendar, select the desired date.
Right-click an empty slot on the desired date.
Click Move Here.
Points to consider
If price scaling is enabled and the invoice is paid, discounted, campaign is applied, or redemptions are applied, you cannot move the appointment.
Edit the price on the invoice
Note
To move paid appointments with price scaling, reach out to your manager.
Remove redemptions
Remove discounts
Remove campaign
Send appointment reminders from Appointment Book
The follow-up icon in the redesigned Appointment Book allows front-desk staff to resend appointment reminders, thank you messages, and confirmation messages to guests.
The menu option opens a dialog box with a list of unconfirmed guests for the day. It shows email and text icons in either orange, red, or green.
The different colors represent the status of the reminders.
Orange | Reminder email scheduled to be sent. |
Red | Reminder email cannot be sent. |
Green | Reminder email successfully sent to the guest. |
Text
Orange | Reminder text scheduled to be sent. |
Red | Reminder text cannot be sent. |
Green | Reminder text successfully sent to the guest. |
Call
Called | Select if you have called the guest. |
Left message | Select if you left a message via voicemail. |
No answer | Select if the guest didn't answer the call. |
A reminder is sent before an appointment to ensure guests remember their scheduled time, while a confirmation is sent immediately after booking to confirm the appointment details.
To resend appointment reminders using the follow-up option
You can send reminders to guests before their appointments to notify them of their scheduled time. These reminders help reduce no-shows and allow guests to confirm or reschedule if necessary.
Navigate to the redesigned Appointment Book, click the Follow-up icon. If you do not see the Follow-up icon, on the right pane, click More > Follow-up.
A dialog box with a list of unconfirmed guests opens by default. It shows the reminder status for each unconfirmed guest in orange, red, or green.
Note
Phone numbers are listed below each guest name.
Depending on the status of email, text, or call, click any of the two icons to resend a reminder or select the status of the call from the drop-down list.
If you click any of the icons for text or email, a dialog box opens confirming the reminder to be sent.
Click Resend.
If you don't want to send a reminder, click Confirm to remove the guest from the follow-up list. You can also edit the appointment details and add a note from the follow-up dialog box.
To resend appointment confirmation email using the follow-up option
You can send a confirmation email to the guest immediately after booking to confirm the appointment details.
Navigate to the redesigned Appointment Book, click the Follow-up icon.
A dialog box with a list of unconfirmed guests opens by default. It shows the reminder status for each unconfirmed guest in orange, red, or green.
Note
Phone numbers are listed below each guest name.
Depending on the status of email, text, or call, click the confirmation email icon.
Click Resend.