13.5. Managing Client Appointments

Clients can request appointments with your technicians through the Client Portal. You manage availability, approve requests, and assign technicians.

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How Client Appointments Work

1. Client requests an appointment by selecting a service, date, and available time slot
2. Request is created with "Pending" status
3. You review the request in the Schedule module
4. You approve or decline the request, assigning a technician if approved
5. Client is notified of the decision via email and portal notification

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Viewing Appointment Requests

1. Navigate to Schedule from the sidebar.
2. Click the Appointment Requests button in the top-right corner.
   • The button displays the number of pending requests (e.g., "3 pending")
3. Review the list of appointment requests.

Filtering Requests

Use the Filter by Status dropdown to view:

• All - All appointment requests
• Pending - Awaiting your approval
• Approved - Confirmed appointments
• Declined - Rejected requests
• Cancelled - Cancelled by the client

Request List Information

Each request in the list displays:

• Client name - Who requested the appointment
• Service - The requested service type
• Date and time - When the appointment was requested
• Duration - Length of the appointment
• Status - Current request status (pending, approved, etc.)
• Linked ticket - Associated support ticket (if any, shown as clickable link)

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Reviewing Request Details

1. Click on any request in the list to view full details.
2. Review the Request Information:

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Approving or Declining Requests

To Approve a Request

1. Open the request details.
2. Fill in the Approval Details:
   • Assign Technician (required) - Select the team member who will handle the appointment
   • Final Date & Time - Confirm or modify the appointment time
   • Internal Notes (optional) - Add notes visible only to your team
   • Link to Ticket (optional) - Enter a ticket ID to associate with this appointment
3. Click Approve.

To Decline a Request

1. Open the request details.
2. Click Decline.

The client will be notified of your decision via email and portal notification.

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Client Actions

Clients can:

• View all their appointment requests and statuses (All, Pending, Approved, Declined)
• Edit pending requests (before approval)
• Cancel requests (cannot be undone)

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Configuring Availability

Set up appointment availability through:

• Service Configuration - Define which services are bookable
• Technician Schedules - Set working hours and availability
• Time Slot Duration - Configure appointment lengths (e.g., 30 min, 60 min)

Clients only see time slots that match your configured availability.