Skip to main content
Where to find this: Self-scheduling is a patient-facing feature. Configure it per service in Settings > Services under the Visibility & Discovery, Pricing & Payments, and Scheduling & Booking tabs.

​
Self-Scheduling (Patient-Facing)

Self-scheduling allows patients to book appointments online without calling the clinic. The patient-facing booking flow guides them through these steps:
1

Select Patient Type

The patient indicates whether they are a new patient, existing patient, or not sure. The options are: “Yes, I’m an existing patient”, “No, I’m a new patient”, and “I’m not sure”. Services may be restricted based on patient type. Existing patients go through phone-based MFA verification before proceeding.
2

Choose Location Type

The patient selects between In-Person, Telehealth, or “Skip, I’ll decide later”.
3

Select Service

The patient browses available services, filtered by category if configured. Services marked as “popular” appear first. Services marked “only bookable over the phone” are visible but cannot be selected.
4

Choose Location

For in-person visits, the patient selects a clinic location. If location services are enabled, nearby locations appear first.
5

Select Provider (Optional)

If the service has “Allow Individual Provider Booking” enabled, the patient can choose a specific provider. Otherwise, a provider is auto-assigned.
6

Pick a Time

The patient selects from available time slots. Availability is calculated based on provider shifts, existing appointments, service duration, and any short-notice blocks.
7

Confirm and Pay

The patient goes through a multi-step checkout process:
  1. Confirmation — The patient reviews appointment details in an itinerary view (service, provider, location, date and time).
  2. Payment Method — If credit card collection is required, the patient enters their card information.
  3. Secure Appointment — The system reserves the time slot for the patient.
  4. Checkout — If a booking fee is configured, the patient pays the fee.
8

Booking Complete

The appointment is created and a confirmation SMS is sent to the patient. The appointment appears on the clinic calendar. If the service has required forms, they are shown to the patient after booking (and also sent via text message for later completion).

​
Location-First Flow

When a practice has locations that are far apart (at least 100 km) and many services are only available at certain locations, the booking page automatically shows the Choose Location step before the Select Service step. This helps patients pick their nearest location first, so they only see services offered there. The remaining steps stay the same.

​
Existing Appointments and Saved Progress

  • Existing future appointments: When a returning patient has an existing upcoming appointment, the system shows their booking and lets them reschedule or cancel it before making a new one. If the appointment is within 24 hours, rescheduling and cancellation are blocked and the patient is asked to call the clinic.
  • Saved progress: The system saves booking progress automatically. If a patient leaves and returns, a “Welcome back!” prompt appears offering to continue where they left off or start over.
Configure self-scheduling options per service in Settings > Services under the Visibility & Discovery, Pricing & Payments, and Scheduling & Booking tabs.