Docsdonix BookingCustomer guides

The booking flow

Screenshots are illustrative. Use the account, domain, and application names configured in your own admin.

Every screen a client sees between pressing Book now and receiving their confirmation.

Choosing a service — service cards with duration and price

If the service allows it, choosing a provider comes next:

Choosing a provider — avatars and names of those who offer this service

Then the client picks a slot from a calendar:

Choosing a slot — a month calendar with available days highlighted

The six steps

Choose a service → choose a provider (optional) → pick a slot → fill in details → use points/tickets (optional) → confirm

1. Choose a service

Clients see every service you created under services, in the order set by your drag-and-drop ordering there.

Each service card shows:

The service name
Approximate duration ("60 minutes")
Price (if you set one; free services show "Free")
A short description
An online / in-person marker (if you offer both)

Question: Do clients see every field I configured in the admin?

No. Administrative fields — buffers before and after, slot intervals, whether tickets are accepted — aren't shown to clients.

Clients see the user-friendly information: what the service is called, how long it takes, what it costs, and a brief introduction.

Use the description field to tell clients what they need to know ("for a business model review, please email your P&L 48 hours before the meeting"), which they'll read before choosing.

2. Choose a provider (where applicable)

This step only appears when the service is configured to let clients choose a provider. Otherwise the system assigns one according to the assignment method you set (manual or round robin).

Where choosing is allowed: every provider who offers this service is listed with their avatar and name
Where assignment is automatic: this step is skipped

Use case: why might a client choose "assign anyone"?

Even when your service allows a choice, clients sometimes pick "anyone":

They're new and don't know anybody ("they all look fine — anyone will do")
They're in a hurry and want the soonest available slot ("whoever's free")
The person they usually ask for is fully booked this week

For those clients, the system picks the provider with the lightest workload over the past 7 days, which indirectly evens out your team's workload — a hidden benefit.

A different case: counseling practices, law firms and medical clinics often turn client choice off (or set "requires approval") so the business can match the best-suited person themselves.

3. Pick a slot

Clients see a calendar. Selectable dates appear in a light shade; unselectable ones (beyond the booking window, the provider is away, the day is full) appear grayed out.

Tapping a selectable date reveals that day's available times below.

Question: How are the slots clients see calculated?

The system applies these rules in order:

Whether the service's provider has availability (the bookable hours set under providers)
Whether that provider's Google Calendar (if linked) has a clash
Slots already booked are excluded
Buffers before and after are deducted
The slot interval (15 / 30 / 60 minutes) divides what remains into selectable times

So when a client says "I know you're free that day, why can't I see it?", it's usually not a fault but one of:

You forgot to set availability
Google Calendar has a clash (a personal commitment)
The buffers consumed that slot
The service's slot interval is too coarse (a 180-minute workshop with a 60-minute interval)

Check the provider and service settings.

4. Fill in details

Clients enter:

Name (pre-filled from their LINE name on a first visit; editable)
Phone number
Email (optional or required, depending on your service settings)
Any custom fields you configured under services

Use case: custom fields on a free diagnostic

Mingjing Strategy's "free 30-minute diagnostic consultation" has two custom fields:

The business problem you most want to solve (textarea, required)
Your company's stage (radio: not yet incorporated / under 1 year / 1–3 years / 3–5 years / over 5 years)

The moment a client submits, the consultant sees those answers on the booking under bookings. The consultant can prepare relevant case material before the meeting rather than spending ten minutes on the day establishing context.

Elsewhere:

Counseling: "What's troubling you most at present?" "Have you had counseling before?"
Tutoring: "The student's current year group" "The subject to focus on"
Aesthetics: "Skin condition" "The area you'd like to improve"
Legal: "Case type" "Is the other party aware?"

Custom fields save a striking amount of time — every detail you'd need to confirm in advance should be one.

5. Use points or tickets (optional)

If the client has points or tickets available, the relevant options appear at checkout.

Using points: tick "redeem X points" and the discount is calculated automatically
Using a ticket: tick "use a quarterly review ticket (1 remaining)", and this booking is free (or as the ticket specifies)

Question: Why do clients with points or tickets sometimes not use them?

A few common reasons:

They forgot they had them (a fix: add "you have XXX points / X review tickets" to the booking confirmation message)
They're saving up to use them all at once (very common — points get treated as savings)
They're not sure whether they apply and are afraid of choosing wrong (which happens easily when your service names and ticket names don't match)

A technique for encouraging use: add "redeemable with an XXX ticket" to the service description. Seeing the prompt reminds them.

6. Confirm

At the last step, the client sees a full summary: service, provider, time, name and phone, amount and any discount.

After pressing Confirm booking:

The booking status becomes confirmed immediately (unless the service requires approval)
The client receives a "booking confirmed" LINE notification
A new booking appears in your bookings

Note: what "requires approval" feels like to a client

If the service is configured to require approval, pressing Confirm booking shows:

"Your booking request has been submitted and is awaiting confirmation. We'll let you know over LINE."

They won't receive a booking confirmation right away — only once you approve it manually under bookings.

When a client says "I submitted it, why haven't I had a confirmation?" — this is almost always why. Tell them "this service needs manual confirmation from us; we'll reply within 24 hours."