HelpAppointmentsTaking an appointment

Taking an appointment

The Appointments page is your appointment desk. Pick a day, see who's due, and add or manage an appointment in a couple of taps — all in the location's own time.

Everyone Where: Appointments 8 min read

The day at a glance

More than one line? A picker at the top chooses which one you're looking at — it only lists locations you have access to, so a manager at one site never sees another's appointments.
Just one line? There's no picker.
Choose a day (it opens on the business's today) and you get a count, a Due now / Upcoming / Arrived split, and a timeline dot for each appointment with a "now" line.
A Cancelled list appears only when there is something in it, and a no-show tally only once somebody has been marked one.

"Arrived" counts everyone checked in — not everyone you've finished with. A busy morning makes that number large while every one of them is still waiting.

Empty states

List	What it says when empty
Due now	No one is due right now.
Upcoming	Nothing upcoming.
Arrived	Nobody has checked in yet.

If this line isn't taking appointments

What the banner says

The line's state	What the page shows	Who can act
The business has used all its visits for the month	A banner on this page saying new joins are paused, and a red Stop bar under the top bar. Everyone already waiting is still served.	Owner — Get more visits, or change package on Billing
Account is being closed	A red Stop bar under the top bar on every page — the owner presses Reopen account there, or goes to Settings → Close account	Owner

A line that can't take an appointment isn't offered one, so New appointment disappears along with the banner.

Only the owner can change the package. Managers and staff see the banner and the meter, and should tell the owner. See Your package and meter.

Appointments stranded by a change to your hours

Change your hours in Line settings after appointments already exist for a slot you've now closed, and this page warns you before the visitor finds out at the door.

The warning: "Booked for a time you're now closed"

What you see	What it means
A count above the day summary	How many appointments are affected
A Business closed then flag on each appointment	Check-in will refuse the appointment, and nobody has been told

Fix it by rescheduling the appointment, or reopening the hours in Line settings — whichever is right for that appointment.

It only appears for an appointment that's still open; once someone has arrived or been marked a no-show, the hours no longer decide anything for them.

Add an appointment

Tap New appointment.
Enter a name and time.
Optionally add a service, and a phone or email. If you add a contact, Send them an appointment confirmation is on by default.

You can't book a time in the past — the form blocks it, matching the server.

This is the same on the appointment page: if it asks How many people? (Visitor pages → What you ask for; off until you switch it on), a group booked online shows its size on its row here, and at check-in that number goes with them onto the visit. It never makes the appointment longer or takes more places in the time.

Check in, move or cancel

On an appointment, before check-in	What happens
Check in	Turns an appointment into a live ticket in the line.
Reschedule	Moves it to another day or time. The button that confirms the new slot reads Move appointment.
Cancel	Removes it.

Moving or cancelling only works before check-in — once someone's in the line, they're a live visitor, not an appointment.

When they arrive, check them in and they join the line under your serving rule.

A booked visitor counts against the month's visits like anyone else Booking ahead does not reserve a free visit. The month's visits are checked when the visitor is checked in, with the same rule as a walk-in. If extra visits are on, packs are bought as usual up to your monthly limit. Once the month's visits are used up and there is no pack to buy, the business can finish the day, and from the end of that day nobody new can join or be checked in until the month starts again. A visit is still counted when it is Called, not at check-in. See Your package and visit meter.

From the Queue's Upcoming tab	What happens
Check in {{name}}	An appointment's row carries this tile and Cancel appointment together, so the desk doesn't have to switch pages.
Cancel appointment	An appointment's row carries this tile and the check-in tile together, so the desk doesn't have to switch pages.
See in the line	Once someone has arrived, their row's actions become this one button — it jumps straight to them in the Queue, where you call them or mark them served.

The masked phone number

Every appointment's phone number or email is hidden by default — shown as, for example, "+65 •••• 8842" or "j••••@•••" — so a screen left open at the desk doesn't hand a stranger a visitor's number.

You press	What happens
Show contact	Reveals the real number, for when you need to call a late visitor.
Hide contact	Puts it back.

An appointment taken with no phone or email has nothing to show, so no control appears on its row at all.

Revealing a number is recorded. Each tap of Show contact is written to your activity log with the staff member's name and the moment — the only thing on this page that logs a look rather than a change.

Fix an appointment's contact & see what was sent

Each appointment still to come has two buttons on its row — Change contact and Contact & messages. They open one window for that appointment.

You press	What happens
Change contact	Fixes a mistyped email address or WhatsApp number (or adds one) and saves at once. Tick They asked me to change this, then press Save new contact. The old one stays in the Activity log, and is erased with the visitor's data when that is erased.
Contact & messages	The contact half-hidden until Show contact, every message sent for this appointment — confirmation, reminder, moved — with its status, and Re-send. Re-send sends only the appointment's latest message (its confirmation, reminder or moved notice), a few times an hour at most. WhatsApp is only used within 24 hours of the visitor's last message to you; otherwise the window offers email.

They turned up and the system says no-show

An appointment nobody checks in is auto-marked a no-show once your grace window passes — ten minutes after the slot unless you've changed it. An ordinary amount of late for somebody stuck in traffic.

The visitor then arrives holding a confirmation, and the appointment has already been closed.

You press	What happens
Put back on the list	Returns the appointment to the day's list so you can check them in and serve them normally. It is a desk action on purpose — it reverses a recorded outcome, so it isn't something the visitor can do from their own link. It's written to your activity log with your name on it.

The two entries read as one story afterwards: swept at 10:10 by nobody, put back at 10:14 by you.

If it keeps happening, the grace window is too short for your world. Lengthen No-show grace (Line settings → Appointments), or turn on Honour late arrivals (Line settings → Serving order) so a late appointment keeps its priority instead of being closed.

Cancelled or checked in by mistake

You press	What happens
Put back on the list (a cancelled appointment)	An appointment your team cancelled shows Put back on the list in the Cancelled list. It returns to booked and the visitor is sent a fresh appointment confirmation. Only while the appointment's own day is still running and its time is still free (if somebody else has taken that time, you are told and can give them another). An appointment the visitor cancelled from their own link cannot be put back from here — make a new appointment for them.
Undo check-in	Pressed Check in on the wrong appointment? In the Arrived list, Undo check-in takes the visitor out of the line and puts the appointment back to booked. Only while the visitor is still waiting. Once they have been called the check-in has been acted on and the button is gone.

You press

What happens

Put back on the list (a cancelled appointment)

An appointment your team cancelled shows Put back on the list in the Cancelled list. It returns to booked and the visitor is sent a fresh appointment confirmation. Only while the appointment's own day is still running and its time is still free (if somebody else has taken that time, you are told and can give them another). An appointment the visitor cancelled from their own link cannot be put back from here — make a new appointment for them.

Undo check-in

Pressed Check in on the wrong appointment? In the Arrived list, Undo check-in takes the visitor out of the line and puts the appointment back to booked. Only while the visitor is still waiting. Once they have been called the check-in has been acted on and the button is gone.

Both are written to your activity log with your name.

The no-show risk badge

Some appointments carry a Higher no-show risk badge — a smart estimate based on this line's own history (lead time, past no-shows), so it appears only once the line has enough finished appointments behind it.

It never changes anyone's place; it just tells you where a nudge helps.

You press	What happens
Remind	Re-sends the reminder, one tap. If the appointment has no contact or consent on file, the page says so instead.

Someone's early? You can check an appointment in ahead of its time on the day — turnda doesn't block an early arrival on the appointment's own day, so they can start waiting straight away. An appointment for another day cannot be checked in: the Check in button is not offered, and the Queue's Upcoming tab says “Check-in opens on the day”.

What the appointment form checks for you

What happens	What it means
Moving or creating an appointment	The screen lists the free times on that day. A closed day or a day staff are on leave offers none. An appointment holds its whole service length, so a time inside another appointment for the same chair or person is refused. If the list cannot load, you can still type a time.
A time in the past, or when the line is closed	Refused. Pick a time inside opening hours.
Asked for a named person	Each appointment shows First available or the person asked for, and flags when they are on leave or have left.
Contact details	Hidden by default. Press once to show them.
The clock	Every time is on that location's own clock. With several locations, each row is on its own location's clock.
Confirmation channel	A WhatsApp confirmation only arrives if the visitor messaged you in the last 24 hours. An email is a sure confirmation. The form warns you.