Services

Services are the foundation of scheduling and billing. Every appointment on your calendar is tied to a service, and every charge at checkout starts with what the patient came in for. Services represent the treatments, procedures, and offerings your clinic provides to patients. Each service defines its own pricing, scheduling duration, provider assignments, intake forms, and patient notifications. Services are grouped into Categories for organization and reporting.

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Create a New Service

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Configure Service Details

After creating a service, click its name in the service list to reopen the editor. The drawer contains the following tabs.

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Pricing & Payments

Controls what patients are charged and what fees apply.

• Price: The amount used for billing, invoicing, and creating charges. This is the actual amount charged when the service is sold.
• Display Price: The price shown to patients on self-scheduling pages. This is for display only and does not affect billing. When a display price is set, you can choose a display mode:
  • Fixed price — shows the exact amount.
  • Price range — shows a min/max range (you set the maximum).
  • Starts at — shows the display price with a ”+” suffix.
  • Price varies — shows the display price with a “price may vary” note.
• Cost: Internal cost to provide the service, used for profit margin tracking. Not shown to patients.
• Booking Fee: A fixed dollar amount collected at time of booking to secure the appointment. You can optionally toggle Refundable and set a refund window (24 or 48 hours before the appointment).
• Booking Fee (Percentage): Switch to percentage mode to calculate the booking fee as a percentage of the billing price instead of a fixed amount.
• Booking Fee Description: Custom text shown to patients explaining why a booking fee is charged.
• Apply Booking Fee as Patient Credit: When turned on, the booking fee is automatically added as a credit to the patient’s account after payment. This lets clinics collect a booking fee to secure the appointment while still applying it toward the patient’s balance.
• Reserved Time: How long (in minutes) to hold a reservation before auto-cancelling if the patient doesn’t complete payment.
• Cancellation Cost: A fixed dollar amount charged when the patient cancels within the specified window. A warning appears if you set a cost but leave the window at zero — the fee will never charge.
• Hours Before Cancelling Costs Money: Number of hours before the appointment at which the cancellation cost applies. Must be greater than zero for the fixed fee to charge.
• Cancellation Fee % (48h): Percentage of the billing price charged if the appointment is cancelled between 48 and 24 hours beforehand (percentage mode only).
• Cancellation Fee % (24h): Percentage of the billing price charged if the appointment is cancelled within 24 hours (percentage mode only).
• No-show fee: Amount staff can charge when marking the appointment as No Show. In fixed fee mode, enter No-show Fee. In percentage fee mode, enter No-show Fee (% of billing price). When staff mark an appointment as No Show, Decoda asks whether to charge the fee; if charged, it adds a no-show fee charge to the appointment for billing.
• Collect Credit Card: When enabled, patients are asked to provide credit card information during self-scheduling.
• Credit Card Required: When enabled (requires Collect Credit Card), patients must provide a credit card to book. When off, providing a card is optional.
• Points Earned: When the Loyalty Points add-on is on, the number of loyalty points a patient earns each time they buy this service.

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Scheduling & Booking

Controls appointment duration, prep work, and resource reservation.

• Allow Double Booking: When on, this service can overlap other appointments on the provider’s calendar, up to the provider or shift booking capacity.
• Allow Multiple Bookings: When on, a patient can add this service more than once to a single appointment — for example, multiple treatment areas or extra units. This does not allow overlapping appointments; for that, use Allow Double Booking.
• Bookable Resources: Select rooms or equipment that must be reserved when this service is booked. This prevents conflicts with other services that use the same resources.
• Service Timeline: A visual editor that lets you configure the full appointment flow:
  • Duration: How long the main appointment lasts (in minutes).
  • Prep Time: Optional pre-appointment preparation block with its own duration, buffer time, custom name, and calendar color.
  • Requires patient: When on, prep time is included in the patient’s appointment window and the appointment starts at the prep time. When off, prep still reserves staff time before the service, but the patient’s appointment starts at the first service.
  • Prep Providers: Assign specific staff members qualified to handle prep work (separate from the main service provider).
  • Cleanup Time: Optional post-appointment block (for example, room turnover) with its own duration, custom name, and calendar color.
  • Cleanup Providers: Assign specific staff members qualified to handle cleanup work (separate from the main service provider).
• Short-Notice Block: Prevents patients from booking this service within a specified number of minutes before the start time. Use this for services that require advance preparation.
• Minutes Before Rebooking Allowed: If a patient hasn’t confirmed their appointment, this is the number of minutes before the start time where other patients can book over that timeslot. Helps reduce no-shows.

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Add-Ons

Lets patients pick optional related services to add to this booking. For example, a “Botox” service can offer “Lip Filler” and “Microneedling” as add-ons that the patient can attach during self-scheduling.

• Minimum Selections: The fewest add-ons a patient must choose. Leave empty to make selections optional.
• Maximum Selections: The most add-ons a patient can choose. Leave empty for unlimited.
• Add-On Services: Click Add Service to link other services as selectable add-ons. Drag to reorder how they appear to patients.
• Default: Toggle on an add-on to have it pre-selected when the patient sees the booking form.
• Add-On Only: Toggle on to hide that service from normal self-scheduling so it can only be booked as an add-on to another service.

A live preview at the bottom of the tab shows what patients will see during booking. In the services list, the Add-ons column shows the names of any add-ons linked to a parent service (click an add-on name to jump to its row). Services that are themselves used as add-ons of another service show Add-on in that column.

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Providers & Locations

Controls who can offer the service and where.

• Allow Individual Provider Booking: When on, patients can select a specific provider during self-scheduling. When off, providers are auto-assigned.
• Providers: Select which staff members can perform this service. Only selected providers will have this service available on their calendar.
• Locations: Restrict the service to specific clinic locations. The service will only be bookable at the selected facilities.

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Notifications

Configure SMS messages sent to patients at different stages of the appointment lifecycle. Each template supports variable substitution (e.g., patient name, appointment time) and includes an AI generator to help draft messages.

• Reminder Before Appointment: Toggle on to send a reminder SMS. Configure how far in advance (in minutes, hours, or days) the reminder is sent, and customize the message template. The default reminder asks patients to text 1 to confirm or 2 to cancel their appointment — edit the template if your clinic doesn’t accept text confirmations.
• Follow Up After Appointment: Toggle on to send a follow-up SMS. Configure the delay after the appointment ends and customize the message. Commonly used to send review links.
• Confirmation SMS: Sent to patients immediately after they book the appointment.
• Cancellation SMS: Sent to patients when their appointment is cancelled.
• No Show SMS: Sent to patients if their appointment is marked as missed.
• Override Notice SMS: Sent to patients if their appointment is overridden or rescheduled. Use {minute_text} in the template to insert the time before the appointment.

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Sequences

Build a multi-step automation that runs around each appointment for this service. Use sequences when you need more than a single reminder or follow-up — for example, a booking confirmation, a 24-hour reminder, a same-day check-in, and a next-day review request, all from one place.

• Active toggle: Turn the sequence on or off for this service. When off, no steps run.
• Trigger tabs: Steps are grouped by what kicks them off:
  • Appointment Booked — when a new appointment is created.
  • Appointment Starting — before or after the appointment start time.
  • Appointment Completed — after the appointment is marked complete.
  • Appointment Cancelled — when the appointment is cancelled.
  • Appointment No-Show — when a patient is marked as a no-show.
• Add Step: Click Add Step inside a trigger tab to create a new step. Each step has:
  • Action: Send SMS, Send Email, or Change Status. (Change Status is not available for cancelled or no-show triggers.)
  • Timing: How long before or after the trigger to run the step. Only the Appointment Starting trigger supports running before the event; the others run after.
  • Message content: SMS template, or email subject and body. Both support variables and AI-generated drafts. Email steps also support attachments.
  • Target Status: For Change Status steps, the appointment status to set.
  • Condition (optional): Skip the step unless a condition is met — for example, only send the message if the patient has not completed their intake form, or has not confirmed the appointment. One option, Patient has no upcoming appointment for selected service(s), skips the step when the patient already has another visit booked — use it on a “come back and see us” follow-up so it never nags patients who have already rebooked. It checks this service by default, but you can pick one or more services in the Services list to check instead; the step is skipped if the patient has an upcoming visit for any of them.

The All tab shows every step across every trigger in one timeline so you can see the full flow. When you save sequence changes, the saved steps become the complete sequence for that service. If you use the Service Assistant or bulk edit to change a sequence, review every step in the proposal before accepting it: removed steps stop running, new steps start running after their trigger and timing rules are met, and turning the sequence off stops all steps for that service.

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Visibility

Controls where and how patients find this service.

• Who Can Book: Restrict the service to new patients only, existing patients only, or both.
• Display Order: Set the sort position in service lists on the self-scheduling page. Lower numbers appear first.
• Mark as Popular: Highlights the service as a popular choice during self-scheduling. Overrides the display order.
• Only Bookable Over the Phone: When on, the service is visible on self-scheduling pages but cannot be booked online. Patients must call the clinic.
• Image: Upload a photo (JPEG, PNG, or WebP, under 5 MB) shown on the service’s card during self-scheduling. Click Upload to add one, or Replace / Remove to change it later. You can add an image after creating the service.

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Forms & Intake

Attach intake forms that patients must complete before their appointment. Select one or more forms from the list by checking the box next to each form name. Use the search bar and sort options to find specific forms. Selected forms will be sent to the patient as part of their pre-appointment workflow.

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Note Template

Choose a default note template for this service. When a provider starts a note from an appointment that uses this service, the selected template is automatically pre-filled — for both manual notes and AI Scribe. Providers can still switch to a different template if needed. To set a default, open the Note Template tab, click Select Template, and pick from the list. To remove it, click the X next to the template name.

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Checklists

Define a step-by-step checklist that staff follow during each appointment for this service. Checklist items appear in the appointment sidebar for check-in and tracking. New services start pre-populated with four common items — Forms Completed, Checked In, Note Taken, and Payment Made — so the basic flow is covered out of the box. Remove or edit anything that doesn’t fit.

• Click Add Item to create a new checklist entry, or use the quick-add buttons to add a preset type.
• Each item has a type and can be marked as optional.
• Drag items to reorder them.

Available checklist types:

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Inventory

Link the service to stock items to track product usage per appointment. When a service is linked to inventory, the system can automatically deduct stock quantities each time the service is performed.

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Billing Codes

Set default insurance codes for this service so they pre-fill on a patient’s Super Bill instead of being entered by hand each time.

• Default CPT / HCPCS code: The procedure code billed for this service (e.g. 99213).
• Default modifier(s): Any code modifiers, comma-separated (e.g. 25, 59).
• Default ICD-10 diagnoses: The diagnosis codes typically associated with this service. Search and add as many as apply.

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Billing & Checkout

Additional settings that control how the service behaves in billing workflows.

• Internal Notes: Private notes about the service, visible only to staff.
• Sort Order: Controls the order of this service in internal lists. Lower numbers appear first.
• Tax Exemptions: By default, services are taxed according to each tax rule’s scope. Check specific taxes to exempt this service from them.
• Custom Pricing: When enabled, staff can modify the price of this service during checkout.

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Tags

Apply tags to label the service. Click an existing tag, or type a name into Create new tag… and press Enter to make a new one. Tags are shared across services, products, medications, and memberships, so a tag created here is immediately available elsewhere. Filter the services table by tag using the Tag filter at the top.

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Bulk Edit Services

To update settings across multiple services at once:

1. On the Services page, select the checkboxes next to the services you want to edit.
2. A bulk edit drawer opens with tabs for Pricing, Scheduling, Providers & Locations, Forms, Notifications, Sequences (if the Sequences module is enabled), Visibility, Checklists, Tags, and Settings.
3. Change the fields you want to update. Fields with mixed values across the selected services are clearly indicated. In the Scheduling tab, use Requires patient to choose whether prep time starts the patient’s appointment window or only reserves staff time before the service. In the Sequences tab, a saved sequence replaces the current sequence on every selected service.
4. Click Save to apply changes to all selected services simultaneously.

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Tag Services

The Tags tab in the bulk edit drawer lets you label services so you can group and filter them later. Click an existing tag to apply it to every selected service, or type a name into Create new tag… and press Enter to make a new one. Existing tags show as chips under the service name in the table; click the × on a chip to remove it from that service. Tags are shared across services, products, medications, and memberships, so a tag you create for one item type is immediately available for the others.

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Use the AI Assistant to Manage Services

The services page includes an AI assistant that can create, modify, and delete services from plain-language instructions. It works from both the services list page and from inside an individual service editor, and it can handle changes across multiple services at once. The Service Assistant tab appears automatically in the right sidebar when you open the services page. Describe what you need, and the assistant proposes a set of changes grouped by service. You can also attach a file — for example, a price list or menu — and have the assistant build services from it. A review panel shows every proposed action — new services to create, fields to update, services to delete, and inventory links to add or remove. Click Accept All to apply the changes, or Reject All to discard them. The assistant understands your full service catalog, including names, pricing, durations, categories, providers, locations, and linked inventory. When you’re inside a service editor, it also sees the complete field values for that service. You can reference services by name or partial name — for example, “the Botox one” or “lip filling service.” What you can ask it to do:

• Create one or many services at once, with pricing, durations, categories, and provider assignments
• Update fields across multiple services in bulk — for example, raise all facial prices by 10%
• Delete services (you’ll be asked to confirm)
• Link or unlink inventory stock items to services
• Create new inventory stock entries and link them to services
• Navigate to a specific service or tab within the service editor

Example prompts:

• “Create a Microneedling service at $250, 45 minutes, in the Facials category”
• “Set the booking fee to $50 for all services in the Injectables category”
• “Link the Botox Vial stock to Botox 1 and Botox 2 with 1 unit per appointment”
• “Delete the old Laser Hair Removal service”
• “Increase all service prices by 15%”

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Advanced Configuration