After Booking

A booking isn't finished until you know whether the patient showed. These are the three things that happen between booking and the visit.

Before the appointment

• Remind and confirm. Use your booking system's reminders, and call the day before. Reminders from the Contact Center are coming.

• If they want a new time, open the lead and click Reschedule. If your booking system is connected, the appointment moves there too.

• If they cancel, click Cancelled · back to Working if they might rebook: the call schedule and Ivy pick back up. Click Lost · not coming if they won't.

After the appointment time

30 minutes after an appointment passes, the lead comes back to Action required as Appointment passed · record outcome, and your clinic's phone may get an outcome reminder text. Check your booking system, then click Showed (with the sale value), No-show, Cancelled or Reschedule (see Working a lead).

Record every one, the same day. Your clinic's show rate, revenue and return on ad spend in Reports all come from these clicks. An unrecorded appointment looks like it never happened.

No-shows

A no-show is a lead to win back, not a lost cause. After you record No-show:

• Reach out the same day. Something came up; most people are happy to rebook if you make it easy.

• Charge the no-show fee if your clinic has one and their card is saved (see Taking a card or deposit).

• If they rebook, click Booked again. The old appointment is kept as rescheduled.

Seeing all your appointments

The calendar icon at the top of the list opens Appointments: every booking at your clinic, filterable by status (Scheduled, Awaiting outcome, Showed, No-show, Rescheduled, Cancelled). Filter by Awaiting outcome once a day to catch anything you haven't closed out. Each lead's own Appointments tab shows its history.