Video chapters
- 0:00 Welcome
- 0:18 How consultation booking works
- 0:40 Part 1 · The bookable consultation: explained
- 0:57 Part 1 · The bookable consultation — Booking type, availability and the booking page
- 2:18 Part 2 · The enquiry: explained
- 2:30 Part 2 · The enquiry — Leah sends her answers, Mia approves them
- 3:15 Part 3 · The customer books: explained
- 3:29 Part 3 · The customer books — Leah books on the website and gets her email
- 4:11 Part 4 · A change of plan: explained
- 4:24 Part 4 · A change of plan — Leah moves her booking; the taken time is not offered
- 5:06 Part 5 · The quote: explained
- 5:23 Part 5 · The quote — Quote, a change while she looks, and her acceptance
- 6:27 Part 6 · Paid, and on her record: explained
- 6:44 Part 6 · Paid, and on her record — Bank transfer recorded, receipt, customer 360
- 7:16 Wrap-up
Written guide
What you will learn
Connect a qualified enquiry to a consultation booking, then review and pay for the same service through an invoice. The calendar and customer invoice show the actual saved records.
01. Create a lead and read it back
A lead records the person, source and next sales context. Preserve the actual source rather than using a convenient default for every import.
Steps
In Lead Manager open New Lead. Enter First Name, Last Name and Email, then Phone, Company and Job Title when known. Choose Lead Source and Priority, enter Notes and complete the create action. Reopen the saved lead and compare the identity and source.
Check the result
Website, Social Media, Email Campaign, Referral, Cold Call, Trade Show and Other are source choices in the current form. Creating a record does not verify its email or phone.
02. Edit ownership, stage and follow-up
The lead detail brings Overview, Activities, Notes, Tasks and Enrichment together. Some fields save on blur; complete the edit and inspect its persistence before moving away.
Steps
Open the lead. Enable Edit mode, update the intended owner or field and leave the field to trigger its save. Read the persisted value. Select the intended pipeline stage through the pipeline controls, add a follow-up task or note in its appropriate tab, and inspect Activities.
Check the result
The current edit control says changes auto-save on blur. Do not narrate a Save button when the field uses that behavior. Task ownership and lead ownership are separate records.
03. Create a booking definition
A reservation definition supplies the service, duration, capacity and availability rules. The booking is a separate customer record created against those rules.
Steps
Open Reservations → Reservation Definitions → New Definition. Enter Name, Title, Type, Status and Timezone. Set working days and Start Time / End Time, then Spots. For a concrete service, add a nested service row with a clear title, Duration 30 and Break After 10; set Price to the intended amount. Save Inactive only while preparing. Reopen and inspect the persisted service and timezone, then finish the location/host/resource settings in the next chapter before making it Active.
Check the result
The current booking wizard source can treat a definition with no service rows as its own service; the older manuscript’s empty-services limitation should not override this newer behavior without a live check.
04. Configure hosts, locations and resources
A service point represents a room, chair or other physical resource. It is distinct from a service duration and from the staff host.
Steps
Open Service Points → Add service point. Set Name, Display Name, Kind, Capacity, Min Capacity and Max Capacity, and select the intended Business Location. Save. Return to the definition and select that saved Business Location and intended Hosts. Configure Blocked Time for actual unavailable intervals. Review Check-in by, Meeting Link, Venue and Meeting Info for the chosen in-person or online arrangement. Select a Form only when the booking needs one, and configure Emails, Phones and Notifications for the intended recipients; do not leave these empty merely because an old fixture did. Review any configured Workflow and Booking Type. Save, reopen, set Status Active and save again when ready to book. Confirm the definition appears in Active Only. The service point must be Bookable and Active where used; inspect that saved state rather than assuming its card alone connects it to the definition.
Check the result
Capacity and slot enforcement require a real booking/conflict test; a resource card alone cannot establish them.
05. Inspect available slots
Availability is where configuration meets a date and time. Check timezone, service duration, breaks and existing bookings before promising the slot.
Steps
Open Availability and choose the intended definition/service and date. Inspect the returned slots. Compare a free slot with an existing booking and a blocked interval. Correct the definition or resource configuration if the result is unexpected.
Check the result
No invented slot should be shown as an available result. Empty availability and a failed load must be distinguished.
06. Book and confirm
The booking wizard moves through service, slot, customer information and confirmation. Keep the same service and timezone visible through the final review.
Steps
- Open CRM → Reservations → Availability, select the intended service and choose an available time in the displayed timezone.
- In New Reservation → Details, check Time selected. This is not yet a saved booking or temporary hold. Use Back to time selection if it is wrong.
- Choose the person through Search Existing Customer. For a new person, complete Full Name, Email and Phone; set Party Size and Special Requests as required.
- Choose Review Booking. Check service, duration, date/time/timezone and customer together; use Back to details to correct anything.
- Choose Confirm Reservation once to create the real booking. Reopen that saved reservation and compare the same values and status. Verify recipient confirmation separately.
These captures follow one rehearsal to final review. It was cancelled there: no booking was created and no notification delivery was demonstrated. Your saved booking requires step 5 and readback; do not interpret the green selected-time panel as confirmation.
Check the result
Booking persistence does not establish email delivery. Do not substitute a different existing reservation for the new booking.
07. Manage status and reschedule
New, Pending, Confirmed, Used, Rescheduled, Cancelled and No Show describe different stages of a booking. Rescheduling also changes capacity and time history.
Steps
Open the reservation. Choose the intended supported status action. Use Reschedule to choose the new available slot and save. Reopen the booking, inspect reschedule history and compare old/new availability. For cancellation, use the booking’s cancel action and verify its state and released capacity.
Check the result
Current source includes rescheduleHistory with prior times. Notifications and capacity release still require live proof; do not assume a status label establishes both.
08. Use Calendar and recover conflicts
Calendar is another view of the underlying booking. It should agree with the reservation’s own detail and timezone.
Steps
Open Calendar and locate the same booking at its saved time. Open its detail and compare the reference. For an unexpected conflict, inspect the service’s hours, blocked time, resource and overlapping reservations before attempting another booking.
Check the result
Show the actual saved booking and independent recipient result. Production must cover matching, conflict, reschedule and cancel paths rather than only drafting the definition.
09. Choose a view and scope
CRM Calendar shows reservations, meetings and events. Post and reminder schedules belong to Schedule Management’s calendar instead.
Steps
Open CRM → Calendar. Use Calendars for Day, Week, Month or Year and Appointments for the upcoming list. Choose the relevant user and kind filter, then select the intended date.
Check the result
A calendar filter can hide a valid booking. Inspect selected users and kinds before creating another record.
10. Create through the actual booking flow
The calendar’s creation flow uses the Reservations booking wizard. It should preserve the selected date and enforce the same booking rules.
Steps
Open the calendar’s + Item menu and choose the supported reservation entry. Select the service, slot and customer, review the confirmation and complete once. Return to the calendar and open the new item.
Check the result
The current CalendarCreate source opens New reservation with ReservationBookingWizard. Do not invent a separate universal meeting/event creation drawer. Other kinds require their supported owning route.
11. Inspect the underlying record
An item on the calendar is a view of an actual reservation, meeting or event. Open its details before changing it.
Steps
Select the item and inspect its identity, start/end time, location and meeting link where present. Compare the reservation’s detail in Reservations or the meeting’s owning view. Use the provided link to join only for the controlled test.
Check the result
Calendar rendering and successful joining are separate outcomes. A URL in a card does not prove a meeting provider works.
12. Reschedule or cancel
Reservation rescheduling should update the booking and its calendar position while retaining history. Cancellation also needs its relevant customer communication checked.
Steps
Open the reservation detail and Reschedule. Select the intended new available slot, confirm and reopen the item at its new time. Use the cancel action on a disposable booking, then compare its status, old slot availability and controlled recipient notification.
Check the result
Current CalendarItemDetail uses ReservationReschedule. Do not drag a tile and claim a persisted change if that interaction is not exposed.
13. Resolve timezone and visibility questions
A displayed time belongs to a timezone context and a filtered view. Wrong-day appearances need that context checked before editing the booking itself.
Steps
Open the item, compare its saved timezone and start/end with the calendar display and original reservation. Clear user/kind filters and refresh. Check the same record in the intended participant’s view after any correction.
Check the result
No new calendar operation was executed in this pass. User visibility, DST boundaries and notification delivery remain explicit live checks.
14. Create the document
Quotes and invoices share customer and line detail, but acceptance and payment are different decisions.
Steps
Open Storefront → Invoice → Invoices → New Invoice. Expand the editor. Choose the intended type/status and enter Customer, Name, Email and Phone. Inspect billing/shipping addresses, currency, invoice date, due date and PO Reference. Add Line Item and Pick product for a catalogue-backed item, or enter a clearly identified manual line. Set quantity, unit price, line discount, tax and document discount. Save as Draft and reopen the invoice.
Check the result
Current invoice service excludes Draft from automatic create notification. Older retained evidence saying a filled Draft auto-sends is superseded. Non-draft creation with an email and payable content can notify. No variant picker was proven in earlier invoice capture: do not claim a specific variant from a parent product line.
15. Preview and share the customer document
The customer link must identify the same saved document the operator edits. Sending and copying a link are separate actions.
Steps
Open Invoice Preview and compare line calculations and total with the editor. Obtain the actual payment/customer link from the invoice; if unavailable, read the reported reason and correct site/link readiness instead of constructing an invented URL. Use Send Invoice, verify email/phone and Send a copy to myself, then send to the controlled recipient. Open the received link in an independent customer browser.
Check the result
Keep internal notes separate from Customer Notes. A sent notice does not establish receipt. Earlier preview omitted line-discount explanation; inspect current rendering and report unexplained arithmetic.
16. Update while the customer is viewing
This demonstration follows one invoice in two views. The benefit is that the customer can review the revised document without receiving a disconnected replacement.
Steps
Keep the customer invoice page open and its number visible. In the operator editor change one line quantity or description, save and reopen to confirm persistence. Return to the same customer tab and inspect whether the revision arrives automatically. If it does not, use the page Refresh or reload and show that actual action. Compare the new line and total on both sides. Continue the conversation with the revised document visible.
Check the result
Never narrate real-time push unless observed. Do not switch to a new invoice or another screenshot between save and customer check. The script requires this full paired-view capture later.
17. Accept or decline a quote
Recording a decision on a customer’s behalf differs from a customer accepting on their own page.
Steps
For a quote use the offered acceptance or decline control. The operator confirmation says Record that they accepted/declined; enter the customer’s name or decline note and confirm. Reopen the record and inspect conversion/status. Separately show a customer acceptance only if the actual customer page exposes and completes that action.
Check the result
The staff handler records acceptance on the customer’s behalf. Do not present it as a customer signature captured remotely.
18. Payment, partial balance and order conversion
Payment creates financial evidence; conversion creates the working order. Neither is implied by a printable invoice.
Steps
Use Take Payment with the configured method and intended amount, complete the controlled payment and inspect transaction/reference, total paid and remaining balance. For a partial payment compare both the payment record and updated customer document. Use the supported Create Order conversion and follow the linked order. Confirm catalogue SKU and quantities survive; distinguish manual service lines from inventory-backed lines.
Check the result
Refresh before retrying an unclear collection. Mark Paid is not provider collection. The invoice can show its converted order link; use that link to avoid duplicate conversion.
19. Follow-up and correction
Overdue, duplicate, cancel/void and refund actions have different effects.
Steps
Find the invoice by its saved due date/status, inspect the existing payment history and use Send Invoice for the intended follow-up. For a new document, prefer New Invoice and deliberately select the customer and lines. The current Duplicate handler deep-copies invoice data and clears number/status/date/send/paymentRef fields, but does not explicitly clear payments, refunds, amountPaid or orderNumber. Do not duplicate a paid, refunded or converted invoice and present it as a clean unpaid document. A controlled untransacted draft can be inspected after duplication; verify every financial field before use. For cancellation/refund, inspect the original invoice payment evidence and the actual resulting customer balance.
Check the result
Do not void an unrelated payment or refund twice because a preview is stale. Payment-provider execution, recipient delivery and customer refresh behavior remain live checks.
Invoice refund routing limitation: The invoice transaction-row Void action sends transactionId, but the current InvoiceService.refund implementation selects the last gateway-backed payment and does not use transactionId. Do not teach choosing a row as proof that its exact payment is refunded. For a multi-payment invoice, stop and resolve original-payment selection through a verified payment-specific path before refunding; the combined refundable invoice amount can exceed the selected last payment. Manual-only invoices record refunds without a provider transfer. The interface word Void currently invokes an invoice refund endpoint, not a demonstrated authorization void.
Conversion boundary: Create Order is a one-time snapshot of the invoice’s current payment state and cross-links both records. Later invoice payment changes are not established live synchronization to that order. Pay before conversion when that is the intended workflow, or explicitly reconcile later changes in both records.
20. Keep booking and invoice identity connected
A confirmed reservation does not itself prove an invoice was generated or paid. Keep the reservation reference, customer and service while creating the invoice; verify the invoice's own saved customer, line items and total. If your setup has no automatic reservation-to-invoice action, perform the invoice procedure in this course explicitly. Do not create a second booking because an invoice is missing. Payment completion and appointment status remain separate checks.
The connected result must be checked at both sides of this handoff. Keep the original record reference visible while moving to the destination.
Steps
After saving the consultation, open its customer record and create the quote/invoice for the agreed service. Retain the booking reference in the document context and check date/time, timezone and customer before sharing. Keep that invoice open with the customer while changing the agreed line and saving. Show the actual refresh behavior, then complete supported payment and inspect its reference alongside the reservation.
Check the result
A paid invoice does not automatically prove the reservation changed status. Inspect both records and any configured handoff rather than narrating an assumed automation.
Limitations and checks
Customer booking, confirmation, reschedule notification and invoice payment need live proof. The invoice source now preserves Draft without automatic create notification; older evidence is historical.
Your next check
Return to the saved records and check the handoff that matters for your use of the platform. A visible result at each end makes the workflow explainable and gives you a precise place to investigate when it fails.
Appmint Reservations and Availability — supporting guide
Overview
This course covers Appmint CRM Reservations. We will define what can be booked, set availability and capacity, make a reservation, and manage changes from its record. The calendar is the overview; the reservation definition and booking determine the actual availability.
Find the right booking screen
Open CRM → Reservations. Start with the five tabs across the top:
| Tab | What you use it for |
|---|---|
| Reservations | Work with individual customer bookings through the status pipeline. |
| Availability | See the selected service’s open times across a week and start a booking from a time. |
| Reservation Definitions | Define the reusable service and its booking rules. |
| Service Points | Maintain physical resources such as a room or chair. |
| Calendar | See reservation, meeting and event entries by date. |
A definition is the offer, a slot is a possible time, and a reservation is the customer’s saved booking. Creating a definition does not itself put a customer into the calendar. This walkthrough uses the thirty-minute Course tasting session in a training organization; choose your own service when following along.
Concept illustration, not an application screenshot or proof of a saved booking. The screenshots below show the actual local walkthrough.
01. Create a booking definition
Why this matters
A reservation definition supplies the service, duration, capacity and availability rules. The booking is a separate customer record created against those rules.
Follow these steps
Open Reservations → Reservation Definitions → New Definition. Enter Name, Title, Type, Status and Timezone. Set working days and Start Time / End Time, then Spots. For a concrete service, add a nested service row with a clear title, Duration 30 and Break After 10; set Price to the intended amount. Save Inactive only while preparing. Reopen and inspect the persisted service and timezone, then finish the location/host/resource settings in the next chapter before making it Active.
Check the result
Read the saved definition card before continuing. The current screen distinguishes a bookable service from a meeting definition: in this rehearsal, Course tasting — Riverside contains the thirty-minute service; Meetings is labelled as a system definition rather than a bookable service. Do not choose it merely because its name appears beside the service list.
02. Configure hosts, locations and resources
Why this matters
A service point represents a room, chair or other physical resource. It is distinct from a service duration and from the staff host.
Follow these steps
Open Service Points → Add service point. Set Name, Display Name, Kind, Capacity, Min Capacity and Max Capacity, and select the intended Business Location. Save. Return to the definition and select that saved Business Location and intended Hosts. Configure Blocked Time for actual unavailable intervals. Review Check-in by, Meeting Link, Venue and Meeting Info for the chosen in-person or online arrangement. Select a Form only when the booking needs one, and configure Emails, Phones and Notifications for the intended recipients; do not leave these empty merely because an old fixture did. Review any configured Workflow and Booking Type. Save, reopen, set Status Active and save again when ready to book. Confirm the definition appears in Active Only. The service point must be Bookable and Active where used; inspect that saved state rather than assuming its card alone connects it to the definition.
Check the result
Capacity and slot enforcement require a real booking/conflict test; a resource card alone cannot establish them.
03. Inspect available slots
Why this matters
Availability is where configuration meets a date and time. Check timezone, service duration, breaks and existing bookings before promising the slot.
Follow these steps
- Select Availability and select your service in its service list. Confirm the service title and duration above the grid. Our example reads Course tasting session · 30 min.
- Read the displayed week and Times in timezone before choosing a time. The captured week is 4–10 October 2026, in America/Chicago. The date shown in your account will differ.
- Read each day’s heading. Closed means the day has no offered times in this view. An open count identifies the times available for that day. In this example Sunday and Saturday are Closed, while Monday through Friday each offer sixteen half-hour times from 9:00 AM to 4:30 PM.
- Use the date/week controls to reach the week you intend; use Today to return to the current period. The Next open hint provides a quick check of the next available date and time for the selected service.
- Click the desired time in the correct day column. Our example selects Monday 9:00 AM. The booking drawer opens directly at Details, carrying the selected service and 9:00–9:30 AM time into the wizard.
Do not count sixteen free times as sixteen simultaneous places: this definition has capacity one per slot. Duration, break, capacity, working days and existing bookings affect the result. A conflict/blocked-time comparison remains a separate verification task for this course.
Check the result
No invented slot should be shown as an available result. Empty availability and a failed load must be distinguished.
04. Book and confirm
Why this matters
The booking wizard moves through service, slot, customer information and confirmation. Keep the same service and timezone visible through the final review.
Follow these steps
- In New Reservation → Details, read the date and time at the top. Time selected means this is the time being prepared; it is not a saved reservation or proof of a temporary hold. Use Back to time selection if it is wrong.
- For a returning customer, use Search Existing Customer and select the matching result. Check the identity rather than choosing a similar name. For a new customer, complete Full Name, Email and Phone, which are marked required.
- Set Party Size to the number of people attending. Enter relevant Special Requests so the person handling the booking has that information.
- Select Review Booking. This advances to Confirm; it does not save the booking. Check Service, duration, Date & Time with timezone, Customer, party size and special notes together.
- If something is wrong, use Back to details and correct it before continuing. For a real booking, select Confirm Reservation once and wait for the result. Then reopen the resulting reservation and check its saved values and status. If an error appears, read it and correct the cause before retrying.
What was actually exercised: the screenshots follow the same slot through Details and final review, with fictional customer data. We used Cancel at final review and did not create a booking or send a notification. Saved-booking and recipient-delivery evidence has not yet been recorded for this course.
Check the result
Notification gotcha: leaving a definition’s Notifications list empty does not turn reminders off in the current implementation. The service supplies default email/SMS reminders (one day before, morning of, one hour before and at the start, subject to timing). Configuration and provider delivery are distinct. Use a recipient you control when checking delivery, inspect the message result, and do not assume that an empty custom list means no outgoing messages. The defaults are source-verified; delivery was not exercised here.
05. Manage status and reschedule
Why this matters
New, Pending, Confirmed, Used, Rescheduled, Cancelled and No Show describe different stages of a booking. Rescheduling also changes capacity and time history.
Follow these steps
Open the reservation. Choose the intended supported status action. Use Reschedule to choose the new available slot and save. Reopen the booking, inspect reschedule history and compare old/new availability. For cancellation, use the booking’s cancel action and verify its state and released capacity.
Check the result
Current source includes rescheduleHistory with prior times. Notifications and capacity release still require live proof; do not assume a status label establishes both.
06. Use Calendar and recover conflicts
Why this matters
Calendar is another view of the underlying booking. It should agree with the reservation’s own detail and timezone.
Follow these steps
Select the Calendar tab inside Reservations. Use All, Reservations, Meetings or Events to choose the types shown; use the month navigation and Today to reach the date. The view selector changes the calendar presentation. Add reservation is the booking entry on this screen.
After confirming a real booking, locate it at its saved time, open its detail and compare the reference. Our review-only rehearsal leaves this calendar empty; an unsaved review should not appear as an appointment. For an unexpected conflict, inspect the service’s hours, blocked time, resource and overlapping reservations before attempting another booking. The separate CRM → Calendar course covers that module’s Calendars and Appointments views.
Check the result
Show the actual saved booking and independent recipient result. Production must cover matching, conflict, reschedule and cancel paths rather than only drafting the definition.
Next steps
Return to the chapter for the action you need. When you change the configuration, check the matching record, customer view or destination again. A saved setting and a successful external outcome are different observations.
Illustrated examples
These illustrated examples use saved training records. Use the instructions above for the current workflow and your own records when practising.
Define the consultation before booking it
Open CRM → Reservations. Its tabs are Reservations, Availability, Reservation Definitions, Service Points, Calendar. The Reservations pipeline shows New, Pending, Confirmed, Used, Rescheduled, Cancelled and No Show. Those are appointment states; a definition is the reusable set of booking rules.
Select Reservation Definitions → New Definition. Use the following concrete setup:
| Field | Recorded value |
|---|---|
| Name | crm-general-course-consultation |
| Title | Cedar design consultation |
| Type | Service |
| Status | Inactive during preparation |
| Timezone | America/Chicago |
| Start Time / End Time | 09:00 / 17:00 |
| Spots | 1 |
Set the timezone to the place whose working hours you are defining; do not copy Chicago unless it is appropriate for your business. Inspect Work Days as well as the start/end times. A weekday selection and a daily time range together describe when this service is offered.
Expand Services, then click its Add item plus. This is a nested service row, not the main form's save button. Enter Initial design consultation, Duration 30, Price 0, and Break After 10. This creates a thirty-minute consultation example with ten minutes between appointments, rather than a definition containing no bookable service.
The definition also exposes Business Location, Hosts, Blocked Time, Check-in by, Meeting Link, Venue, Meeting Info, Form, Booking Type, Emails, Phones, Notifications and Workflow. Those fields support different booking arrangements. Our fictional record leaves recipient and workflow fields empty and does not book a customer.
Select Save, then return to Reservation Definitions to read back the service. The card displays its thirty-minute duration, zero price, working hours and one guest maximum.
Check the saved Inactive badge. Switch to list view using the list icon beside the grid icon: the same consultation remains Inactive. Active Only filters it out while retaining the separate active meeting definition. Our current organization has two definitions and one Active. Your totals depend on your own records.
The earlier contradictory badge was repaired locally and retested. This status proof concerns definition visibility; it does not substitute for a completed booking or a slot-capacity test.
Represent the consultation room separately
Open Reservations → Service Points → Add service point. A service point is a physical resource, such as a room, chair or counter. It is separate from the thirty-minute consultation service.
Enter these values for our example:
| Field | Example | Purpose |
|---|---|---|
| Name | crm-general-course-consultation-room | Stable record name |
| Display Name | Cedar consultation room | Recognizable room label |
| Kind | room | Type of resource |
| Capacity | 3 | Capacity displayed on the resource card |
| Min Capacity | 1 | Minimum party size setting |
| Max Capacity | 3 | Maximum party size setting |
Leave Business Location and Parent Name empty for this unassigned example. Assign a real location or parent only when that hierarchy exists in your organization. Do not enter current reservation, tab or server identifiers just to create a resource; those fields describe operational occupancy. The form also has geometry, features and availability controls. The captured new form shows Status Available, with Use setting for Bookable and Is Active.
Select Save. The drawer closes and the card Cedar consultation room appears with Capacity 3. Reload, reopen Service Points, then select the card. Check its name, kind and capacities in the details drawer. Our actual readback shows one resource, Available status, and Bookable/Active Yes. This proves that the room exists; it does not prove that a booking rule has been linked to it.
To change the description, select Edit in the details drawer, enter Private design consultation room for up to three people., and select Save. Reload and reopen the room's editor to confirm the description remains. Use Cancel to leave that readback without making another change.
If Save closes the form but no resource appears: reopen the list before assuming it saved. We reproduced a local application defect that closed create/edit forms without persisting data, corrected it, and then recorded the successful create and edit readbacks above. The earlier empty-list screenshots are retained as failure evidence, not proof of success. Linking this room to availability and completing a reservation remain outstanding course verification.