Automation - Appointment Request Forwarding / Distribution

Modified on Sat, 23 Dec 2023 at 08:55 PM

This is a pro feature in the system.

You can automatically forward the incoming appointment requests to the primary staff for the customer or all the staff members. Then the staff can accept or reject the appointments directly further reducing the workload. This is very useful for managing to send requests to independent contractors so they can accept or reject the appointment requests.

Note: Staff request declines do not send any communication to the customers. The request has to be rejected by the admin from the Requests page. (Click on the calendar icon on the top right bar)


1. Turning on Request Distribution

You can turn on the request distribution from the Business Information settings.

How to navigate: Settings > Business Information > Business Name > Settings tab > Appointment Requests Distribution

There are three options here:

  • None: Request is not distributed
  • To Primary Staff Only: Only sent to the primary staff for the customer. (Primary staff entered under Customer profile)
  • To All Active Staff: Request sent to all the staff members

The requests are only distributed if they are created by the customer.

2. Viewing the request history

If a request has been forwarded to staff members it will have the Sent to staff status.

From the requests page, you can view the history to whom the request was sent and which users have declined the request. Any action that the staff members takes i.e; accepting or rejecting the admin will be notified.

Click on the History button to view details for that request.

How to navigate: Requests > Appointment Requests > History

3. Manually Forwarding Requests

Requests can be manually forwarded to staff members from the Appointment Requests page by clicking on the Forward button. 

How to navigate: Requests > Appointment Requests > Forward to > Select Staff

4. Staff Accepting or Declining Requests

The staff can view the requests that have been sent to them in the "My Requests" page on the web or the mobile app. Staff can either accept or decline a request.

If the request is accepted the admin will be notified and the request will be removed from everyone else's queue. If the request is declined it will be removed from that staff member queue but will be available for other staff members.

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