Online, in-person and home-visit bookings

What your customer gets

• Online video call: a link to join the call. It's in the chat or call where they booked, in the confirmation email (with a calendar invite) and in the reminder.
• Phone call: no link and no address. They're told you'll call them on the number they gave.
• At our place: no link. They get your address, and the email has a map link and a calendar invite.
• At the customer's place (home visits, on-site jobs): no link. Your AI asks for their address before it books, then repeats it in the confirmation, the email (with a map link so they can check it) and the reminder.
• Not set: no link, and the address is optional - the way booking worked before.

Your own calendar shows the same thing: the link or the address is the event's location, so you can tap it for directions.

Choose where a service happens

1. 1Go to Settings > Services and click the pencil next to the service.
2. 2Under Where it happens, tick how it's done. Online: Online video call or Phone call. In person: At our place or At the customer's place.
3. 3Tick more than one to let the customer choose - for example Online video call and At our place.
4. 4At our place: type the address customers should come to, or click Use my business address.
5. 5Online video call: decide how the meeting link works (see the next section).
6. 6Click Save. It takes about a minute per service.

New bookings use the new setting. Bookings already made keep the place they were booked with.

Leave every box empty and the service is booked the way it always was: no link, and the address is optional.

Let the customer choose: online or in person

When you tick more than one way, the customer picks the one they want, and that booking happens that way.

• Your AI asks "Would you like it online or in person?" (or the ways you ticked) before it books, unless the customer already said.
• Online: they get a link to join. At your place: your address. At their place: your AI asks for their address first. Phone call: you call them.
• Booking it yourself with New appointment? Pick the way under How.
• The booking on the Appointments page shows the way that was chosen next to Where.

Online bookings: a new link each time, or always the same link

You choose how the link to join works, per service:

• A new link for every booking (recommended): leave Your own meeting link empty and connect Google Calendar or Outlook Calendar (Integrations > Calendar). Each booking gets its own Google Meet link (or Microsoft Teams link with Outlook), made automatically. Only that customer gets it, so two customers never share a link.
• The same link every time: paste your own link - for example your Zoom room or a Google Meet room - into Your own meeting link. Every booking for that service uses it, even with a calendar connected. Turn on the waiting room or lobby in Zoom, Meet or Teams, so one customer can't walk into another's call.

Microsoft Teams links need a work or school Microsoft 365 account. A personal Outlook.com account can't make them: paste your own link instead.

No calendar connected and no link of your own? The customer is told they'll get the link before the call, and you get a bell notice to add one (see below).

Home visits and on-site jobs

• Your AI asks for the full address (street, number, town or city) before it books. If the customer doesn't give it, the time isn't booked yet.
• Booking it yourself with New appointment on the Appointments page? The Address box is required for these services.
• The customer never gets a video link for a home visit.
• Open the booking on the Appointments page to see the address. Click it to open Google Maps.

Fix a wrong address or add a missing link

1. 1Open the Appointments page and click the booking.
2. 2Next to Where, click Change address (or Add a meeting link / Change meeting link for an online booking).
3. 3Type or paste the right one and click Save.

Your calendar event and the reminder use the new address or link. The customer isn't messaged about it straight away, so if they need it now, send it from the conversation in the Inbox.