Customers can book services either through an online form or with the help of a booking agent.
Regardless of the option they choose, Bitrix24 automatically sends them messages to help reduce no-shows and ensure they don’t forget their appointment.
Messages are sent via WhatsApp. The timing, frequency, and format of these notifications are based on your custom settings. You can easily adjust the sending schedule, choose message templates, and turn off the reminders you don’t need.
Booking agents also receive notifications, allowing them to track the booking status and reach out to the customers when needed.
Booking information
When a customer creates a new booking, Bitrix24 sends them a message with the date, time, and resource information. You can choose to send the message immediately or delay it by 10 minutes or 1 hour.
In the CRM item form, the timeline displays the "Booking" activity and the message history, including sent and read statuses.
Booking confirmation
By default, customers receive a message with a link to confirm the booking one day before the visit.
On the schedule board, a clock icon appears next to bookings that haven't been confirmed yet.
You can track booking confirmations and message history in real time in CRM.
If the customer doesn't confirm the booking using the link, a red counter appears on the schedule board.
The system also creates a CRM activity for the responsible agent. By default, this happens 3 hours prior to the appointment so they can reach out to the customer and clarify their plans.
If your customer changes their plans, they can use the same link to cancel the booking.
When a booking is canceled, the agent is notified, and the time slot becomes available again on the schedule board.
Upcoming booking reminder
The system automatically sends a reminder to the customer at the chosen time, such as the morning of their booking day.
Nearly missed booking reminder
If a customer doesn't show up on time and the agent hasn't marked the visit as confirmed, Bitrix24 sends a follow-up message. You can choose to send it 5 or 10 minutes after the scheduled start time.
On the schedule board, the booking turns orange, and a counter appears on the right to signal attention.
If the booking still isn't confirmed, a CRM activity is automatically created to remind the agent to reach out to the customer.
If the customer doesn't confirm the booking, the time slot will be automatically opened up for another booking.
The agent will receive a notification, and the time slot becomes available again on the schedule board.
Tip
Both the customer and the booking agent can cancel a booking:
If the customer cancels, the agent will receive a notification.
If the agent cancels, the customer won’t be notified automatically.
In either case, we recommend contacting the customer to suggest a new time.