Booking Appointments

You book a visit from the opportunity: answer the questions, pick a day and an arrival window, confirm.

No opportunity yet? Create it first: Opportunities.

Book the visit

1. Answer the qualification questions

1. Click Book a visit on the opportunity card. The Book the visit row in Next actions → Book does the same.
2. Ask the customer each question under Qualification questions. A red * means you must answer it.
3. If a Disqualification summary appears, read it. Tick I confirm that I have read and understood the disqualification summary.
4. Click Pick a time. It stays grey until the required answers are in.

Some services have no questions. Then the calendar opens straight away.

2. Pick a day and an arrival window

1. Under Pick a day, click a day. Each day shows how many windows are left, for example 5 open, or full. Use the arrows for next month.
2. The day's windows appear. Some carry an after hours tag. Read the customer two or three of them.
3. Click the one they choose. Under it you see the Service Fee, for members and non-members.
4. Check the footer: Arrival window and Customer pays.

3. Confirm

Click Confirm booking. You see Appointment created successfully. and the visit: the window, the time on site, Service, Customer, Address and Fee. The opportunity now shows Won.

The visit is created in the business's scheduling software (for example ServiceTitan) at the same moment, so the office sees it there. A reschedule or a cancellation from the task updates it there too.

Read it back to the customer: "You're booked for Tuesday, between 8 and 10 AM, at 7425 Maple Ridge Drive."

Then close the task: Finishing a Task → Booked Job.

The day is full and it's urgent

When OnePath rates the job Urgent (the card shows an Urgent tag) and the service allows it, the calendar shows a Force Overbook switch. Full days then offer overbook windows.

Pick one only when the customer can't wait. A red warning tells you the day is full and dispatch must move something to fit it. For everything else, see No Appointments Available.

The customer wants another time

1. Manage opportunities → Reschedule on the booked card.
2. The calendar shows Currently with the booked window. Pick a new day and window.
3. Click Confirm booking. You see Appointment updated successfully and the visit reads Rescheduled.

Close the task with Existing Job Reschedule.

The customer cancels

1. Manage opportunities → Cancel the visit on the booked card.
2. Ask why, and type it in Cancellation reason. It stays on the visit for the next person.
3. Click Cancel the visit. Changed your mind? Keep it.

You see Appointment cancelled. The card stays on the list with the visit marked Cancelled, and the opportunity shows Lost. Close the task with Existing Job Cancellation.

The customer calls back after the task is closed

Once the task is Done, your AI assistant answers the customer's next call or message. It can move or cancel the booked visit on its own.

If it hands the customer over instead, a new task arrives with the type Appointment Reschedule. It goes where every new task goes: to OnePath's agents if your account sends tasks to OnePath, otherwise to your team's To Do list.

1. On your team's list: Take it → Claim. A OnePath agent claims it from the task email.
2. Manage opportunities → Reschedule on the booked card.
3. Pick the new window → Confirm booking. Close the task with Existing Job Reschedule.

The customer has a membership

A membership is the customer's maintenance plan, with visits included. Open Manage opportunities. When a plan has visits due, Use membership appears next to New opportunity after a second or two.

1. Click Use membership. With more than one plan, pick the plan for the job's address.
2. Tick the covered services for this visit. Overdue ones are ticked for you. One visit holds up to 4 hours.
3. Click Book a visit. The plan already holds the service, address and questions, so you go straight to the calendar.
4. Pick a window and Confirm booking. The price reads Included in the plan.

Customer wants something the plan doesn't cover? Book a different service takes you back to a normal booking.

Visits the office booked

Visits booked straight in the account's field-service system show up in Manage opportunities too. On an upcoming one:

• Reschedule → pick a new window → Confirm booking.
• Cancel the visit → type Why is it cancelled? → Cancel the visit.

Quick Tips

• ✅ Read back the window and the address before you close the task.
• ✅ Offer two or three windows - let the customer choose.
• ✅ Type a real cancellation reason - the office reads it.
• ❌ Don't force an overbook for a visit that can wait a day.
• ❌ Don't close the task before you see the green confirmation.