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Settings
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Appointment

20min

Managing appointments effectively is crucial for businesses to ensure smooth operations, maximize customer satisfaction, and improve specialist utilization. Sanoflow's appointment settings are designed to provide flexibility, automation, and centralized control over schedules, services, and communications. Below is a detailed guide to managing appointments effectively within the platform.

Getting Here

To access appointment settings:

  1. Navigate to the Settings module in the left-hand menu.
  2. Select the Appointments section under the Platform category.
  3. From here, you can explore various tabs:
    • Locations
    • Specialists
    • Services
    • Departments
    • Booking
    • SMS & WhatsApp Templates

Key Features

Locations Tab

The Locations Tab is designed for the creation, organization, and management of all locations tied to your business. It includes options for adding new locations, editing existing ones, and integrating them with services and specialists.

Primary Features

  1. Location List:
    • Displays all existing locations in a list format.
    • Columns include:
      • Location Name: The name of the location.
      • Actions: Options to edit or delete a location.
  2. Add Location Button:
    • A + Add Location button is located at the top-right corner of the Locations Tab.
    • Clicking this button opens the Add Location modal.
  3. Add Location Modal:
    • Fields:
      • Location Name (Required): Enter the name of the new location.
      • Address (Optional): Input the address for reference.
      • City: Add the city where the location is based.
      • Country: Select the country from a dropdown menu.
      • Assign Services: Assign available services to the location.
      • Assign Specialists: Assign specialists who work at the location.
    • Save Button: Saves the new location.
  4. Edit Location:
    • Click the pencil icon (✏️) next to any location to open the Edit Location modal.
    • The modal allows updating the same fields as the Add Location modal.
  5. Delete Location:
    • Click the trash bin icon (πŸ—‘οΈ) next to any location to delete it.
    • A confirmation pop-up appears to prevent accidental deletions.
  6. Service and Specialist Assignment:
    • Each location can be linked to specific services and specialists.
    • Ensures that bookings for a particular location only display its assigned services and specialists.

Use Cases

  1. Multi-Branch Clinics:
    • Add all branches (e.g., Dubai Clinic, Abu Dhabi Clinic) as separate locations.
    • Assign branch-specific services and specialists to ensure bookings are accurate and well-organized.
  2. Remote Services:
    • Create a location called β€œOnline Consultation” for virtual appointments.
    • Assign specialists and services specific to online consultations.
  3. Localized Marketing Campaigns:
    • Tailor campaigns to specific branches or regions by assigning exclusive services to a location.

Specialists Tab

The Specialists Tab allows you to manage all details related to the specialists in your business, ensuring that customers can book appointments with the right individuals based on their expertise and availability.

Primary Features

  1. Specialists List:
    • Displays all the specialists currently registered.
    • Columns include:
      • Name: The specialist’s full name.
      • Department: The department or area of expertise the specialist belongs to.
    • Search Bar: A search bar at the top of the list allows quick filtering by specialist name.
  2. Add Specialist Button:
    • A + Add Specialist button is located at the top-right corner of the Specialists Tab.
    • Clicking this button opens the Add Specialist modal.
  3. Add Specialist Modal:
    • Fields:
      • First Name (Required): Enter the specialist's first name.
      • Last Name (Optional): Enter the specialist's last name.
      • Profile Picture (Optional): Upload an image for the specialist.
      • Department (Dropdown, Required): Assign the specialist to a specific department.
      • Services (Multiple Selection): Assign services that the specialist will provide.
      • Contact Details (Optional): Add contact details like email or phone number.
    • Save Button: Saves the new specialist's details.
  4. Specialist Details Modal:
    • Click on a specialist's name in the list to view or edit their details.
    • Tabs within the modal include:
      • Personal Info: Basic information such as name, department, and contact details.
      • Services: A list of services assigned to the specialist.
      • Working Hours: A detailed schedule of their availability.
      • Override Schedule: Temporary adjustments to their working hours for specific dates.
      • Integrations: Integration with external tools such as Google Calendar.
  5. Working Hours:
    • Add and manage the specialist's weekly working hours.
    • Fields:
      • Weekdays: Select the days of the week.
      • Start Time and End Time: Define the specialist's availability.
      • Location: Assign specific locations for the working hours.
    • Add, edit, or delete working hours using the respective icons (✏️ for edit, πŸ—‘οΈ for delete).
  6. Override Schedule:
    • Temporarily override the specialist's regular working hours.
    • Fields:
      • Start Date and End Date: Define the period for the override.
      • Reason: Add a reason for the override (e.g., vacation, sick leave).
      • Location: Assign a location (if applicable).
  7. Integrations Tab:
    • Integration options, such as linking the specialist's schedule to Google Calendar.
    • Sign in with Google button to activate calendar synchronization.
  8. Edit Specialist:
    • Click the pencil icon (✏️) next to a specialist's name to edit their information.
    • Includes all fields from the Add Specialist modal.
  9. Delete Specialist:
    • Click the trash bin icon (πŸ—‘οΈ) next to a specialist's name to delete them.
    • A confirmation pop-up ensures no accidental deletions.

Use Cases

  1. Clinic Management:
    • Assign dermatologists, dentists, or other specialists to their respective departments.
    • Define their availability at different branches for better patient allocation.
  2. Service-Based Businesses:
    • Add specialists like hairstylists, trainers, or consultants.
    • Assign services they excel at, ensuring customers book with the right expert.
  3. Efficient Scheduling:
    • Manage working hours across multiple locations to prevent double bookings.
    • Use override schedules for holidays or emergencies.
  4. Seamless Integration:
    • Link Google Calendar for real-time updates on specialist availability.

Services Tab

The Services Tab provides tools to define service offerings, associate them with departments and specialists, and control booking details.

Primary Features

  1. Services List:
    • Displays all services currently configured.
    • Columns include:
      • Service Name: The name of the service.
      • Duration: The time required to complete the service.
      • Price: The cost of the service.
      • Online Booking Status: Indicates whether the service is available for online booking.
      • Description: A brief overview of the service.
    • Search Bar: A search bar at the top of the list allows you to quickly find services by name.
  2. Add Service Button:
    • A + Add Service button is located at the top-right corner of the Services Tab.
    • Clicking this button opens the Add Service modal.
  3. Add Service Modal:
    • Fields:
      • Service Name (English) (Required): Enter the service name.
      • Department (Dropdown, Required): Assign the service to a specific department.
      • Currency (Dropdown, Required): Choose the currency for the service price.
      • Price (Optional): Define the cost of the service.
      • Duration (mins) (Required): Specify the duration of the service.
      • Pre-Buffer (mins) (Optional): Add buffer time before the service starts.
      • Post-Buffer (mins) (Optional): Add buffer time after the service ends.
      • Description (English) (Optional): Provide a brief description of the service.
    • Checkboxes:
      • Enable Online Booking: Make the service available for online bookings.
      • Require Payment for Service: Enable payment as a booking requirement.
    • Save Button: Saves the service details and adds it to the list.
  4. Service Details Modal:
    • Click on a service name in the list to view or edit its details.
    • Fields mirror the Add Service Modal, allowing adjustments to the service name, department, price, duration, buffer times, description, and booking options.
  5. Edit Service:
    • Click the pencil icon (✏️) next to a service name to modify its details.
    • Includes all fields from the Add Service modal.
  6. Delete Service:
    • Click the trash bin icon (πŸ—‘οΈ) next to a service name to remove it.
    • A confirmation pop-up ensures no accidental deletions.
  7. Service Groups:
    • Services are categorized by department for better organization.
    • Department names act as collapsible headings in the services list.
  8. Online Booking Status:
    • Each service has a status displayed under "Online Booking" in the list:
      • Active: The service is available for online bookings.
      • Inactive: The service is not available for online bookings.
  9. Detailed Service Description:
    • Hover over the description in the list to view full details (if truncated).
  10. Tooltips:
    • Hover over certain fields or buttons (e.g., "Enable Online Booking" or "Require Payment for Service") to view tooltips explaining their purpose.

Use Cases

  1. Salon or Spa Management:
    • Add services like haircuts, massages, and facials.
    • Assign different durations and pricing to cater to diverse customer needs.
  2. Healthcare Services:
    • Include services such as dental checkups, physiotherapy sessions, or dermatology consultations.
    • Assign departments like Dental, Dermatology, and Physical Therapy for seamless organization.
  3. Educational or Coaching Businesses:
    • Offer services like one-on-one tutoring sessions, group classes, or workshops.
    • Specify duration and price to align with customer expectations.
  4. Automated Service Allocation:
    • Enable online booking for services to allow customers to self-schedule.

Departments Tab

The Departments Tab in the Appointments Settings module is designed to help businesses organize their services and specialists under specific departments. It ensures better management of appointments by categorizing related services and specialists, making it easier to assign and manage resources.

Primary Features

  1. Departments List:
    • Displays all existing departments.
    • Columns include:
      • Department Name: Name of the department.
      • Specialists Count: Number of specialists assigned to the department.
      • Services Count: Number of services assigned to the department.
    • Search Bar: Located at the top of the tab, enabling quick searching by department name.
  2. Add Department Button:
    • Found at the top-right corner of the Departments Tab.
    • Clicking this opens the Add Department Modal.
  3. Add Department Modal:
    • Department Name (English): Enter the name of the department (required).
    • Description (English): Add a short description of the department (optional).
    • Save Button: Saves the department and adds it to the list.
  4. Edit Department:
    • Click the pencil icon (✏️) next to a department to modify its details.
    • Fields:
      • Department Name: Update the department name.
      • Description: Modify the department's description.
    • Save Changes Button: Applies the updated details.
  5. Delete Department:
    • Click the trash bin icon (πŸ—‘οΈ) next to a department to remove it.
    • A confirmation dialog will appear to prevent accidental deletion.
  6. Assigning Specialists:
    • Assign specialists to a department to ensure proper organization and clarity.
    • Open the department and use the specialist assignment section to link available specialists.
  7. Assigning Services:
    • Services can be associated with a department to streamline booking and management processes.
    • Access the department details and use the service assignment section.
  8. Sorting Options:
    • Departments are listed alphabetically by default.
    • Use the sort button to reorganize by the number of specialists or services.
  9. Tooltips:
    • Hover over icons or buttons for quick explanations of their purpose.

Use Cases

  1. Healthcare Organization:
    • Create departments such as "Cardiology," "Dermatology," and "Pediatrics."
    • Assign respective specialists and services to ensure streamlined appointment management.
  2. Salon and Spa:
    • Add departments like "Hair Services," "Skin Care," and "Massage Therapy."
    • Associate the appropriate services and specialists to maintain clarity and efficiency.
  3. Educational Institutions:
    • Use departments such as "Mathematics Tutoring," "Science Workshops," or "Language Classes."
    • Link tutors and corresponding services for easy bookings.

Booking Tab

The Booking Tab in the Appointment Settings module is where you configure how clients interact with your booking system. This includes setting up the booking rules, customizations, notifications, and availability options for seamless scheduling. It provides the flexibility to align the booking experience with your business needs while offering clients a smooth and user-friendly interface.

Key Features

  1. Booking Rules
    • Buffer Time Between Appointments:
      • Define the duration of breaks between consecutive appointments (e.g., 10 minutes, 15 minutes, etc.).
      • Ensures specialists have adequate time to prepare for the next appointment.
    • Allow Overlapping Bookings:
      • Toggle to enable or disable the ability for multiple appointments to overlap.
    • Cancellation Policy:
      • Specify rules for cancellations, including:
        • Minimum notice required before a cancellation.
        • Penalties (if any) for late cancellations.
    • Rescheduling Policy:
      • Similar to cancellations, define the minimum notice required to reschedule an appointment.
  2. Client Booking Experience
    • Online Booking URL:
      • Displays the unique URL for your booking page.
      • Can be copied and shared with clients for direct booking.
    • Customize Landing Page:
      • Add a business logo, header image, and custom welcome message to personalize the client-facing booking page.
    • Fields to Collect:
      • Choose the information you want clients to provide during the booking process:
        • Name
        • Phone number
        • Email address
        • Notes (optional)
    • Enable Guest Bookings:
      • Toggle to allow bookings without requiring clients to create an account.
  3. Specialist and Service Availability
    • Define Working Hours:
      • Set the default working hours for all specialists.
      • Options to configure exceptions for holidays or specific days.
    • Location-Based Availability:
      • Configure the availability of specialists for specific locations.
      • Toggle settings to enable or disable certain locations for client booking.
  4. Notifications
    • Client Notifications:
      • Enable automated email or SMS reminders for:
        • Booking confirmations.
        • Upcoming appointments (customizable timeframes, e.g., 24 hours before).
        • Cancellations or rescheduling.
    • Internal Notifications:
      • Notify team members or specialists when a new booking is made or modified.
  5. Advanced Settings
    • Double-Booking Alerts:
      • Toggle alerts to notify administrators if a client attempts to book a second appointment within a short time frame.
    • Waitlist Feature:
      • Enable a waitlist option for fully booked slots. Clients will be notified if a slot becomes available.
    • Custom Time Zones:
      • Allow clients to select their time zone for virtual appointments.
    • Payment Integration:
      • Set whether clients must prepay for bookings or pay later.
      • Supports integrations with payment platforms like Stripe and PayPal.
  6. Preview Button
    • Located in the top-right corner, the Preview Button lets you see how the booking page will appear to clients after applying changes.

Use Cases

  1. Efficient Time Management:
    • Add buffer times between appointments to prevent overlaps and ensure specialists have time to prepare.
  2. Personalized Client Experience:
    • Customize the booking page with your branding for a professional and seamless client experience.
  3. Enhanced Availability Management:
    • Use location-based availability settings to ensure clients can book appointments specific to their nearest branch.
  4. Automated Communication:
    • Enable notifications to reduce no-shows and keep both clients and specialists informed.
  5. Streamlined Payment Process:
    • Use payment integration to collect deposits and reduce last-minute cancellations.

SMS & WhatsApp Templates Tab

The SMS & WhatsApp Templates Tab in the Appointment Settings module allows you to create, manage, and customize messaging templates for streamlined and consistent communication with clients. These templates can be used for appointment confirmations, reminders, cancellations, and other notifications. By leveraging pre-approved templates for WhatsApp and customizable options for SMS, businesses can ensure professional and timely communication.

Key Features

  1. Template List
    • Overview Table:
      • Displays all existing templates with key details:
        • Template Name
        • Message Type (SMS or WhatsApp)
        • Usage Purpose (e.g., Appointment Confirmation, Reminder)
        • Status (Approved, Pending, or Rejected for WhatsApp)
      • Templates are categorized based on their purpose for easy navigation.
    • Search Bar:
      • Allows you to search for templates by name or purpose.
    • Filter Options:
      • Filter templates by:
        • Message Type: SMS or WhatsApp.
        • Status: Approved, Pending, or Rejected.
        • Usage: Appointment-related, reminders, or custom messages.
  2. Adding a New Template
    • Create Template Button:
      • Found in the upper-right corner of the page.
      • Opens a form to create a new SMS or WhatsApp template.
    • Template Creation Form:
      • Template Name: Assign a unique name for internal reference.
      • Message Type: Choose between SMS or WhatsApp.
      • Purpose: Select the purpose of the template (e.g., appointment confirmation, reminder).
      • Message Content:
        • WhatsApp: Include placeholders for dynamic fields (e.g., client name, date, time).
        • SMS: Write a concise message (character limit indicated).
      • Language Selection:
        • For WhatsApp, choose the message's language to comply with localization.
      • Media Attachments (WhatsApp only):
        • Option to attach images, PDFs, or videos for richer communication.
  3. WhatsApp Template Approval
    • Submission for Approval:
      • WhatsApp templates must be submitted for Meta approval before use.
      • The system indicates the approval status:
        • Approved: Ready for use.
        • Pending: Awaiting Meta's review.
        • Rejected: Requires revision based on feedback.
    • Edit and Resubmit:
      • Rejected templates can be edited and resubmitted directly from the system.
  4. Template Preview
    • Preview Option:
      • Allows you to view the message as it will appear to the recipient.
      • Dynamic fields are shown with sample values for clarity.
    • Test Message:
      • Send a test message to a specific number to verify the template's content and formatting.
  5. Editing and Managing Templates
    • Edit Button:
      • Modify existing templates. For WhatsApp, re-submission may be required for approval.
    • Duplicate Button:
      • Create a copy of an existing template for minor changes without starting from scratch.
    • Delete Button:
      • Remove unused templates. The system confirms before deletion to avoid accidental removal.
  6. Template Usage Insights
    • Analytics Panel:
      • Provides data on:
        • Template usage frequency.
        • Delivery rates for SMS and WhatsApp messages.
        • Client engagement metrics (e.g., open rates for WhatsApp).

Use Cases

  1. Automated Appointment Confirmations:
    • Use templates to send automated messages confirming client bookings immediately after scheduling.
  2. Timely Reminders:
    • Schedule reminder messages a day before appointments using SMS or WhatsApp templates.
  3. Personalized Notifications:
    • Include dynamic fields like client names and appointment details for tailored communication.
  4. Cancellations and Reschedules:
    • Inform clients of changes to their appointments promptly with pre-approved templates.
  5. Promotional Campaigns:
    • Send promotional offers or updates about new services via WhatsApp to maintain client engagement.

Practical Use Cases

  1. Multi-Location Clinics:
    • Use the Locations tab to manage different branches.
    • Assign location-specific working hours for specialists.
    • Ensure that services are linked to the correct location for streamlined booking.
  2. Specialist Availability:
    • Set up detailed schedules with working hours and overrides to ensure accurate availability.
    • Sync with Google Calendar for centralized and conflict-free scheduling.
  3. Custom Notifications:
    • Use WhatsApp templates to send automated, personalized reminders to reduce no-shows.
    • Incorporate multiple languages for diverse customer bases.
  4. Efficient Service Categorization:
    • Organize services under relevant departments for easy navigation by customers and staff.
    • Add buffers to ensure smooth transitions between appointments.

Best Practices

  1. Keep Schedules Updated:
    • Regularly review and update specialist working hours to reflect real availability.
    • Use override schedules to handle unexpected changes efficiently.
  2. Enhance Customer Engagement:
    • Leverage WhatsApp templates for timely notifications and personalized messaging.
    • Provide reminders in multiple languages for better communication.
  3. Optimize Service Details:
    • Ensure accurate pricing, duration, and buffer times for each service.
    • Categorize services logically under departments for easy management.
  4. Minimize No-Shows:
    • Automate reminders and enforce reasonable rescheduling and cancellation buffers.
    • Use shortcut flows for follow-up actions on missed appointments.

FAQs

  1. How do I add a specialist's working hours?
    • Go to the Specialists tab.
    • Select a specialist and click Add Schedule.
    • Input the weekdays, time slots, and location, then save.
  2. Can I send notifications via WhatsApp and SMS?
    • Yes, you can configure templates for both WhatsApp and SMS in the SMS & WhatsApp Templates tab.
  3. What is the purpose of pre/post buffers in services?
    • Buffers allow specialists time for preparation and cleanup, ensuring smooth transitions between appointments.
  4. How do I handle no-shows?
    • Set a no-show definition under the Booking tab.
  5. Can I assign services to multiple departments?
    • Trigger a follow-up shortcut flow for rescheduling or cancellation notifications.
    • No, a service can only belong to one department, but departments can be organized hierarchically.
  6. Can customers book services online?
    • Yes, enable Online Booking under the Services tab to allow customers to book appointments through your website or other platforms.
  7. How can I notify customers about last-minute changes?
    • Use the WhatsApp or SMS templates to send instant updates about reschedules or cancellations.
  8. How do I manage specialist absences?
    • Use the Override Schedule feature in the Specialists tab to set temporary schedules.
  9. Is there a way to temporarily disable a location?
    • While there’s no direct β€œdisable” option, you can unassign all specialists and services or use override schedules to block availability.
  10. What if a specialist works at multiple locations?
    • Assign the specialist to each relevant location and define their working hours separately for each location in the Specialists Tab.

ο»Ώ

Updated 13 Jan 2025
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