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Booking Configurations

Customize how clients can book and manage sessions with you

Set professional boundaries and policies for your practice. Configure session types, booking windows, and client management options that work for your schedule.

Professional booking configurations help establish clear expectations with clients while giving you control over your practice's scheduling policies.

Quick Links:

Overview​

Your booking configurations control four key aspects of your practice:

  1. Session Modes — Online, offline, or both
  2. Booking Cutoff Times — How far in advance clients must book
  3. Cancellation Policies — Whether and when clients can cancel
  4. Rescheduling Rules — Whether and when clients can reschedule

All settings are automatically saved as you make changes, and they apply immediately to your public booking page.

Session Modes​

Available Options​

Choose how you want to deliver sessions to your clients:

Online Only​

  • All sessions conducted via video call
  • Perfect for remote-only practices
  • Clients can only select online booking slots
  • Requires stable internet and video platform setup

Offline Only​

  • All sessions conducted in-person at your office
  • Ideal for practices that require physical presence
  • Clients can only book in-person appointments
  • Requires physical office space and address

Both Online & Offline​

  • Clients choose their preferred session type during booking
  • Maximum flexibility for both you and your clients
  • Different cutoff times can be set for each mode
  • Most popular choice among mental health professionals

How Session Modes Affect Booking​

When you select "Both Online & Offline":

  • Clients see session type selection during the booking process
  • Each booking slot shows available session modes
  • Different cutoff times apply based on the selected type
  • Clients cannot switch modes after initial selection (prevents confusion)
Best Practice

Most successful practices start with "Both" to accommodate different client preferences, then adjust based on booking patterns and operational preferences.

Booking Cutoff Times​

Cutoff times determine how far in advance clients must book sessions. This prevents last-minute bookings that may not give you adequate preparation time.

Online Session Cutoff​

Default: 2 hours Range: 0-168 hours (1 week)

Online sessions typically require less preparation time since there's no travel or office setup involved.

Common Settings:

  • 2 hours — Standard for most practices
  • 4 hours — Conservative approach for better preparation
  • 24 hours — Very conservative, ensures advance planning

Offline Session Cutoff​

Default: 12 hours Range: 0-168 hours (1 week)

Offline sessions typically require more notice to ensure office availability and client travel planning.

Common Settings:

  • 12 hours — Balanced approach for most practices
  • 24 hours — Ensures clients plan ahead and reduces no-shows
  • 48 hours — Very conservative, good for busy practices

Strategic Considerations​

Shorter Cutoff Times:

  • ✅ More flexible for clients with urgent needs
  • ✅ Can fill last-minute cancellation slots
  • ❌ Less preparation time for you
  • ❌ May increase no-show rates

Longer Cutoff Times:

  • ✅ More preparation and planning time
  • ✅ Reduces impulsive bookings and no-shows
  • ✅ Better work-life balance
  • ❌ Less flexible for urgent client needs
Important Note

Cutoff times are calculated from the session start time. For example, with a 12-hour cutoff, clients cannot book a 2 PM session after 2 AM on the same day.

Cancellation Policies​

Control whether and when clients can cancel their sessions.

Allow Cancellations​

Default: Enabled

When enabled, clients can cancel their sessions from their booking confirmation email or session details page.

Benefits of Allowing Cancellations:

  • Reduces no-shows (clients cancel instead of not attending)
  • Improves client satisfaction and reduces anxiety
  • Frees up slots for other clients
  • Demonstrates flexible, client-centered approach

Cancellation Window​

Default: 24 hours Range: 0-720 hours (30 days)

Minimum notice required before a session to cancel without penalty.

Common Settings:

  • 24 hours — Standard professional practice
  • 48 hours — More conservative, reduces last-minute cancellations
  • 12 hours — More flexible for clients
  • 72 hours — Very conservative for busy practices

How Cancellation Windows Work​

If you set a 24-hour cancellation window:

  • ✅ Client can cancel a Tuesday 3 PM session until Monday 3 PM
  • ❌ Client cannot cancel after Monday 3 PM (within 24-hour window)
  • Sessions within the window may require direct contact with you
Cancellation Best Practice

A 24-hour window balances client flexibility with your need to potentially fill cancelled slots. Consider your local market standards and practice style.

Rescheduling Rules​

Configure whether clients can move their sessions to different times.

Allow Rescheduling​

Default: Enabled

When enabled, clients can reschedule their sessions to available slots on your calendar.

Benefits of Allowing Rescheduling:

  • Reduces cancellations (clients reschedule instead of cancelling)
  • Maintains continuity of care
  • Shows flexibility and client-focused service
  • Helps maintain consistent session frequency

Rescheduling Window​

Default: 24 hours Range: 0-720 hours (30 days)

Minimum notice required before a session to reschedule to a different time.

Common Settings:

  • 24 hours — Standard for most practices
  • 48 hours — Ensures adequate planning time
  • 12 hours — More flexible for clients
  • Same as cancellation window — Consistent policy

Rescheduling Process​

When clients reschedule:

  1. They must provide required notice (based on your window)
  2. They can only select from your available time slots
  3. The new session must respect your booking cutoff times
  4. Session mode cannot be changed during rescheduling
Rescheduling Strategy

Consider setting the same window for both cancellations and rescheduling to maintain consistent policies and client expectations.

Configuration Access​

Where to Update Settings​

  1. Go to Profile Settings
  2. Scroll to the "Booking Preferences" section
  3. Adjust settings as needed
  4. Changes are saved automatically (look for the "Saving..." indicator)

Auto-Save Functionality​

Your booking configurations use automatic saving:

  • Changes are saved 500ms after you stop typing or selecting
  • A "Saving..." indicator shows when changes are being processed
  • All changes apply immediately to your public booking page
  • No manual save button required

Best Practices​

Setting Your Initial Configuration​

For New Practices:

  • Start with "Both" session modes to maximize accessibility
  • Use default cutoff times (2 hours online, 12 hours offline)
  • Enable both cancellations and rescheduling with 24-hour windows
  • Monitor booking patterns and adjust based on experience

For Established Practices:

  • Review your current no-show and cancellation rates
  • Survey existing clients about preferred session modes
  • Adjust cutoff times based on your preparation needs
  • Consider local market standards and competitor policies

Session Mode Strategy​

Choose "Online Only" if:

  • You work remotely or from multiple locations
  • Your client base is geographically dispersed
  • You specialize in online therapy techniques
  • You don't have a dedicated office space

Choose "Offline Only" if:

  • You require in-person assessment techniques
  • Your therapeutic approach benefits from physical presence
  • You have excellent office facilities
  • Your client base is primarily local

Choose "Both" if:

  • You want maximum flexibility and client accommodation
  • You're unsure about client preferences
  • You have both local and remote clients
  • You want to test what works best for your practice

Policy Communication​

On Your Website:

  • Clearly state your session modes and policies
  • Link to your booking page with these configurations
  • Explain the reasoning behind your cutoff times
  • Provide alternative contact methods for urgent needs

In Client Communication:

  • Include policy information in booking confirmations
  • Send reminders about cancellation/rescheduling deadlines
  • Be consistent in applying your policies
  • Consider exceptions for genuine emergencies

Impact on Client Experience​

What Clients See​

Based on your configurations, clients experience:

Session Mode Selection:

  • If you offer "Both," clients choose during booking
  • Session type appears clearly in booking confirmations
  • Different preparation instructions for online vs. offline

Booking Restrictions:

  • Available time slots respect your cutoff times
  • Slots closer than your cutoff appear greyed out
  • Clear messaging about minimum booking notice

Cancellation/Rescheduling Options:

  • Cancel/reschedule buttons appear in confirmations (if enabled)
  • Clear deadlines displayed for policy windows
  • Automatic restrictions based on your time windows

Professional Presentation​

Well-configured booking preferences demonstrate:

  • Professional boundaries and time management
  • Client-centered flexibility within reasonable limits
  • Clear communication of expectations and policies
  • Efficient practice management and scheduling

Monitoring and Adjusting​

Track Your Settings' Impact​

Monitor these metrics through your Dashboard:

  • No-show rates — May decrease with appropriate cutoff times
  • Cancellation patterns — Track timing and frequency
  • Session mode preferences — See what clients choose most
  • Booking conversion — Ensure cutoffs aren't too restrictive

When to Adjust Settings​

Increase Cutoff Times if:

  • You're getting too many last-minute bookings
  • No-show rates are high
  • You need more preparation time
  • Administrative workload is overwhelming

Decrease Cutoff Times if:

  • Clients frequently request shorter notice bookings
  • You have many unfilled slots
  • Competition offers more flexible booking
  • You want to accommodate urgent needs

Adjust Cancellation/Rescheduling Windows if:

  • Current policies don't align with client needs
  • You're experiencing too many last-minute changes
  • Local market standards are different
  • Your schedule flexibility has changed
Continuous Improvement

Review and adjust your booking configurations quarterly based on actual booking data and client feedback. What works best often evolves with your practice.

Last updated on by Anurag Mandal