Understand booking statuses

Every booking has one status. The status tells you where the appointment stands and decides whether it still holds its time slot.

The six statuses

Status	What it means	Holds the time slot
Pending	Waiting for your team to confirm. New bookings start here when the service has Needs manual confirmation turned on.	Yes
Confirmed	The appointment is on. New bookings start here when the service does not need manual confirmation.	Yes
Completed	The customer came and the appointment took place.	Yes
No-show	The customer did not come.	Yes
Cancelled	The appointment was called off by the customer or your team.	No
Rejected	Your team declined a pending booking.	No

Which changes are allowed

• A Pending booking can become Confirmed, Rejected, or Cancelled.
• A Confirmed booking can become Completed, No-show, or Cancelled.
• Completed, No-show, Cancelled, and Rejected are final. A booking cannot move out of them.

If you try a change that is not allowed, the portal tells you and nothing changes.

Rescheduling keeps the same booking

When you or the agent move a booking to a new date or time, it keeps the same booking reference and status. The customer is told about the new time, and the reminder moves with it.

Cancel or delete?

Caution

Cancel keeps the booking and its history, records the reason, frees the time slot, and lets the customer know. Delete removes the booking and its history permanently, and no one is notified. If the customer should hear about it, always cancel instead of deleting.

When you cancel, you can pick a reason: Customer request, Schedule conflict, Resource unavailable, or Other. The reason is saved on the booking.

No double booking

Two bookings on the same resource can never overlap. If a time is already taken, the second booking is refused, whether it comes from the agent, your team, or anywhere else.