Booking Walkthrough
Understand exactly how patients book and how this turns into confirmed revenue
This guide shows how booking works from the patient’s point of view, what’s controlled by the clinic and how availability, pricing, and checkout actually behave.
Section 1: What This Page Covers
You’ll learn:
Where patients start booking
How availability is handled
What happens during checkout
What’s expected behavior vs a real issue
The difference between Book Now and Add to Cart
How services, options and add-ons work
Checkout & payment
Availability logic
Add-ons & upsells
How Booking Works from Start to Finish
Watch the full patient booking journey — from selecting a service to confirming an appointment — and understand what happens behind the scenes
Step 1: Where Booking Starts
Patients can start booking from:
- The Dashboard (Book Now)
- The Services page
Both lead to the same booking experience
*Booking always begins by selecting a service.
Step 2: Services Selection
- Patients see only active services
- Services shown are controlled by clinic settings
- If a service is hidden or paused, it will not appear
*If a patient can’t see a service, it’s usually inactive or unavailable - not a system issue.
Step 3: Service Detail Page
- Service description, base price, duration
- Treatment options
- Add-ons
Treatment Options
- May be required or optional
- May affect price or duration
- Do not reserve availability on their own
Step 4: Add-ons (Upsells)
- Optional enhancements
- Increase total price
- May increase appointment duration
*Add-ons are one of the biggest revenue drivers in the app.
Step 5: Book Now vs Add to Cart
Book Now
- Proceeds to date & time
- Availability checked in real time
- Time is locked only after successful checkout
Add to Cart
- Saves the service for later
- Does not reserve time
- Does not expire
- Designed for convenience, not scheduling
*Add to Cart does not hold availability.
Step 6: Date & Time Selection
- Available slots reflect clinic schedules
- Buffer times apply automatically
- Availability updates live
*If 2 patients choose the same time, the first successful checkout wins the slot.
Step 7: Checkout & Payment
- Booking summary
- Optional rewards or credits applied manually
- Payment handled by clinic’s processor
*If payment fails, the booking is not confirmed and the patient must contact the clinic.
Step 8: Booking Confirmation
Confirmation appears:
- On the Dashboard
- In Notifications (if enabled)
- Inside the CRM
*The CRM is always the final source of truth for bookings.
Need Help or Something Feels Off?
Chat with Sage,
Sage can help clarify how booking works, what’s expected and what to check next.
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