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Online Scheduling: FAQs

Learn answers to common questions for the 17hats Online Scheduling Feature

Travis avatar
Written by Travis
Updated over a week ago

ONLINE SCHEDULING BASICS

What is the Online Scheduling?

The Online Scheduling functionality (OS) will allow your contacts to easily schedule an appointment, consultation, event, session, etc. all with a few clicks of a button. 

Contacts will be able to book an appointment using the link provided through an email, or even embed your schedule to your website.

Contacts will be able to select a date and time to scheduled an appointment with you. You can customize Online Scheduling in a variety of way:

  • Allow contacts to:

    • Answer questions

    • Pay Upon Booking

  • Automatically Send

    • a Confirmation Email upon booking

    • a Reminder Email the Day Before the Booking

    • a Reminder Email the Day of the Booking

  • Automatically Start a Workflow

  • Set bookings to Pending until Approved

Am I notified when a booking is made?

Yes! You'll receive an email notification that lists the clients name, project, and booking date. This will also include a link to manage your bookings. You will also be notified on your 17hats Dashboard and receive an Push Notification if you have our App Downloaded to your Mobile Device.

ONLINE SCHEDULING SERVICES

Are reminders sent to my customer for their upcoming session?

Yes. You can customize your Online Scheduling Service to send two different automatic reminder emails. One email can be sent One Day Before the Booking Date, and the second, Day Of Reminder Email, is sent the day of the booking date an one to two hours before the booking time.


If you would like to create a custom reminder schedule, you can also automatically trigger a Workflow upon booking to send as many emails as you would like.


ONLINE SCHEDULING AVAILABILITY SCHEDULES

Can I reorder Services on my Availability Schedule?

Services appear in the order you add them to the schedule. If they are not in the order of your liking, remove them for the Availability Schedule and add them back in the order of your preference.

Why does my booking URL say it's no longer available?

There could be several reasons. First, the person checking the URL has a bad internet connection. And, second, the availability schedule has been deleted.

We suggest that you check to see if you deleted the Availability Schedule from your Online Scheduling Settings.

If you did, you will need to recreate a new schedule, and re-send the updated URL to any of your contacts who may have the old URL.

If you do see the Availability schedule within your Online Scheduling settings, go ahead and edit the schedule to be sure all required settings are saved:

MANAGING BOOKINGS

Can I edit a Pending Booking that is in the past?

No, Pending bookings cannot be edited once they are in the past (they will stop showing as “To Confirm” on your Bookings tab

What happens if a booking is rescheduled?

When a booking is rescheduled the event will automatically move to the updated date/time. 

The 17hats Account Owner will receive a notification at their set Email Address that the booking has been rescheduled, but there is no automatic notification to the client; these notices should be sent to the client manually.

If your bookings requires approval to confirm the appointment, rescheduled bookings will NOT need to be re-confirmed. 

What happens if I archive or delete a Contact and/or Project? 

When you Archive a Project the booking will be removed from the calendar tab. However, we suggest that you cancel the booking from the Project Page or the Bookings Tab before Archiving. This will reopen the time slot for someone else to book.


When you delete a Contact or Project, the booking time slot will be reopened for someone else to book and the contact will receive a cancellation email.

Can I delete the booking events manually on the calendar?

  • No, Members are not able to delete events that are tied to bookings

  • Members are also not able to delete calendars with confirmed bookings

  • When an event is deleted through google the booking will be canceled

WORKFLOWS AND ONLINE SCHEDULING

Can I start a Workflow using the Online Schedule?

Yes! Advanced Online Scheduling will allow you to start a Workflow upon confirmation and when a booking is pending.

What will the Base Date be set as when activating a Workflow form the Online Schedule?

The Base Date will automatically be set to the booking date of the Service. For example, if someone books a service for August 1st, the base date of the Workflow will be set to August 1st. 

MULTIPLE USERS AND ONLINE SCHEDULING

Can a User be available to Book via Online Scheduling?

Yes, they either need to be an Admin or a Team Member with "Calendars" enabled within their permission settings. 

If they do not have calendar permission enabled when they log into 17hats they will get a red banner error message saying "there was a problem saving your data". 

What happens if I delete a User?

When you delete a user it will remove them as an attendee on any bookings and if only client remains as an attendee, it will add the owner of the 17hats Account as the replacement attendee.

If the User was the only Team Member available to book on an Availability URL, then that URL will display an error that it is unavailable. You must edit the Availability Schedule to choose a Team Member that is available to book for that Schedule. 

Can I manually add new attendees to the Booking or Calendar event?

No, the attendees that are listed will be the person who made the booking (the client), and the 17hats Member (or team members) assigned to that booking. 

To change the Member who is assigned to the booking, you will need to reschedule the booking and pick a new team member in the dropdown:

*Not seeing the Select Team Member dropdown when viewing your booking URL? Check out Step 2 of our Availability Settings Help Article that will show you steps to adding this. 

GOOGLE CALENDARS AND ONLINE SCHEDULING

Will Google events with a "Free" status allow my customers to schedule?

Events marked as "Free" in Google will still block appointments from being added. 17hats is only able to see the event itself, not the status, so it prevents new events from being scheduled.

ADDITIONAL RESOURCES

Online Scheduling: Workflows
Learn how to setup Workflows to enhance our Online Scheduling Feature


Online Scheduling: Create your Services
Learn the steps to setting up your Services within the Online Scheduling feature in 17hats

* This feature may not be available on all plan types.


Online Scheduling: Setup Your Availability Settings
Learn the steps to setting up your Availability Settings, and get your Booking URL within the Online Scheduling feature in 17hats!


Online Scheduling Basics
Learn the basics of the 17hats Online Scheduling Feature

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Need more help? Contact our Support Team via Chat, or Email us at Support@17hats.com

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