Appointments show up in the chat, and you can book one from it
Every booking now appears as a card in that customer's conversation and keeps itself up to date, their record shows what they have booked and when they were last in, and there is a Book appointment button right in the thread header.
Released 20 August 2026
The diary and the inbox were two separate places, and you had to hold both in your head. Now a booking lands in the conversation it belongs to, and you can take one without leaving it.
What's new
- A booking card in the thread. Whenever an appointment is taken it appears in that customer's conversation, in time order, wherever the booking actually happened. Scroll the thread and you see "they messaged, then they booked Tuesday at ten". The card shows the service, the time, who it is with, where it happens, anything they typed when booking, and the same short code that is on their confirmation email.
- Book appointment, from the chat header. A button next to the reply-window hourglass opens the same booking screen the diary uses — the same free times, the same rules about who is available — with their name, number and email already filled in.
- Their appointments, on their record. The contact panel in the chat now lists what they have coming up and when they were last in. Their full contact page gains an Appointments tab with the counts: booked in all, still to come, been in, called off.
Worth knowing
- The card stays true. There is one card per appointment and it is rewritten rather than repeated. A booking that needs your approval reads as awaiting your decision; approving it turns the same card into a confirmation; cancelling or declining strikes it through and adds the date. A thread can never claim "booked" for something that was called off an hour later.
- Only what you told the customer. If you left a note for your own team when declining, it stays with your team. Only the reason you gave the customer appears on the card.
- Someone new who books is added to your contacts. If they book on your public page and you have never heard from them before, they now become a contact — with a Booking badge saying where they came from — so the card has a conversation to sit in and you can message them straight away. Anyone you already know is matched to their existing record, by number first and then email, and never duplicated.
- It is not a message. Nothing is sent to the customer when a card appears, it never opens a reply window, and it is never charged for. Their confirmation email and calendar invitation are exactly as before.
- Times are always your diary's time. A shop in Mumbai and someone helping out from Dubai read the same appointment the same way.
- Someone whose confirmed appointment has passed counts as having been in, whether or not anyone got round to ticking it off.