Configure Appointment Experience

Appointment experiences enable consumers to book specific time slots for services, events, or experiences. This is ideal for scenarios where you need to manage capacity and scheduling, such as private shopping, consultations, or event reservations.

When to Use Appointments

Appointments are best for:

Private shopping - One-on-one shopping experiences
Consultations - Service appointments with staff
Event reservations - Scheduled event access
Product pickups - Organized collection times
VIP experiences - Exclusive scheduled access

Creating an Appointment Experience

Navigate to Experiences > Create Experience
Select Appointment from the experience type options
Complete the appointment configuration form

Caption: The appointment creation form with all configuration options

Appointment-Specific Settings

Schedule Configuration

Define when appointments are available: Caption: Configure available dates and times

Field	Required	Description
Available From	Yes	First date appointments available
Available Until	Yes	Last date appointments available
Time Zone	Yes	Time zone for all slots
Booking Opens	No	When consumers can start booking
Booking Closes	No	Deadline for booking

Time Slot Configuration

Caption: Define your time slot structure

Field	Required	Description
Slot Duration	Yes	Length of each appointment (e.g., 30 minutes)
Start Times	Yes	When slots begin (e.g., every hour)
Buffer Time	No	Gap between appointments
Slots Per Time	No	Concurrent appointments allowed

Availability Patterns

Choose how to define availability:

Pattern	Description	Best For
Daily Schedule	Same times every day	Regular business hours
Weekly Schedule	Different times by day	Varying schedules
Custom Dates	Specific dates only	Events, limited runs
Recurring	Repeat weekly/monthly	Ongoing programs

Caption: Set different availability for each day of the week

Capacity Settings

Field	Required	Description
Slots Per Time	Yes	How many can book the same slot
Max Per Day	No	Total appointments per day
Max Per Consumer	No	Limit bookings per consumer

Location Configuration

If appointments happen at physical locations: Caption: Configure appointment location

Field	Description
Location	Select from your configured locations
Address Display	What consumers see for the address
Arrival Instructions	Directions, parking, check-in info

Booking Rules

Lead Time

Control how far in advance bookings can be made:

Setting	Description
Minimum Notice	How far ahead bookings must be (e.g., 24 hours)
Maximum Advance	How far ahead bookings can be (e.g., 30 days)

Cancellation Policy

Setting	Description
Allow Cancellation	Whether consumers can cancel
Cancellation Window	How far ahead they must cancel
Allow Rescheduling	Whether consumers can change times

Caption: Set cancellation and rescheduling policies

Notifications

Consumer Notifications

Event	Notification
Booking Confirmed	Appointment details and confirmation
Reminder	Upcoming appointment reminder
24-Hour Reminder	Day-before reminder
Same-Day Reminder	Morning-of reminder
Cancellation Confirmed	Booking cancelled confirmation
Rescheduled	New time confirmation

Staff Notifications

Event	Notification
New Booking	Someone booked an appointment
Cancellation	Appointment was cancelled
Today’s Schedule	Daily appointment summary

Reminder Schedule

Configure automatic reminders:

Timing	Recommended For
1 week before	Long-lead bookings
24 hours before	Standard reminder
2 hours before	Same-day confirmation

Appointment States

Draft → Published → Booking Open → In Progress → Completed
                         ↓              ↓
                    Fully Booked    Cancelled

State	Description
Draft	Not published
Published	Live, waiting for booking window
Booking Open	Accepting reservations
Fully Booked	All slots filled
In Progress	Appointments happening
Completed	All appointments finished

Example: Private Shopping Experience

Scenario

Service: VIP private shopping
Duration: 1 hour per session
Capacity: 2 shoppers at a time
Dates: Weekdays for one month

Configuration

Name: "VIP Private Shopping Experience"
Product: Exclusive Collection Preview
Audience: VIP Members

Schedule:
  Available From: March 1
  Available Until: March 31
  Booking Opens: February 20

Time Slots:
  Duration: 60 minutes
  Buffer: 15 minutes
  Start Times: 10 AM, 12 PM, 2 PM, 4 PM

Weekly Availability:
  Monday-Friday: 10 AM - 6 PM
  Saturday: Closed
  Sunday: Closed

Capacity:
  Slots Per Time: 2
  Max Per Consumer: 1

Location:
  Name: "Flagship Store"
  Address: "123 Main St, Suite 100"
  Instructions: "Enter through VIP entrance on Oak Street"

Booking Rules:
  Minimum Notice: 48 hours
  Maximum Advance: 14 days
  Allow Cancellation: Yes
  Cancellation Window: 24 hours

Notifications:
  - Booking confirmation
  - 24-hour reminder
  - 2-hour reminder

Caption: A fully configured private shopping appointment experience

Managing Appointments

Calendar View

View all bookings in calendar format: Caption: View and manage appointments in calendar view

Manual Booking

Administrators can book appointments on behalf of consumers:

Click on an available slot
Search for the consumer
Confirm the booking
Consumer receives confirmation

Blocking Time

Block times for breaks, staff meetings, or maintenance:

Select time slots to block
Add a reason (optional)
Blocked slots won’t appear to consumers

Best Practices

Slot Design

Include buffer time - Allow transition between appointments
Realistic durations - Don’t underestimate time needed
Consider lunch/breaks - Block out non-available times
Test the flow - Walk through the consumer experience

Booking Window

Open early enough - Give consumers planning time
Close appropriately - Enough time to prepare
Consider time zones - If serving multiple regions

Capacity Management

Start conservative - Easier to add capacity than remove
Monitor no-shows - Adjust overbooking if needed
Waitlist option - Capture demand for full slots

Communication

Clear instructions - Location, parking, what to bring
Multiple reminders - Reduce no-shows
Easy rescheduling - Make changes simple
Follow-up - Post-appointment feedback

Handling Issues

High No-Show Rate

If many consumers don’t show:

Send more reminders
Require confirmation 24 hours before
Consider requiring deposits
Implement no-show penalties

Overbooking

If you accidentally overbooked:

Contact affected consumers immediately
Offer alternative times
Provide compensation if appropriate
Review booking system settings

Last-Minute Cancellations

If cancellations create empty slots:

Enable waitlist notifications
Reduce cancellation window
Consider cancellation fees
Offer to reschedule instead

Location Management - Set up appointment locations
Experience Lifecycle - Managing active appointments
Experience Analytics - Appointment metrics

Getting Started

Experiences

Audiences

Consumers

Settings

Analytics

Billing

​Configure Appointment Experience

​When to Use Appointments

​Creating an Appointment Experience

​Appointment-Specific Settings

​Schedule Configuration

​Time Slot Configuration

​Availability Patterns

​Capacity Settings

​Location Configuration

​Booking Rules

​Lead Time

​Cancellation Policy

​Notifications

​Consumer Notifications

​Staff Notifications

​Reminder Schedule

​Appointment States

​Example: Private Shopping Experience

​Scenario

​Configuration

​Managing Appointments

​Calendar View

​Manual Booking

​Blocking Time

​Best Practices

​Slot Design

​Booking Window

​Capacity Management

​Communication

​Handling Issues

​High No-Show Rate

​Overbooking

​Last-Minute Cancellations

​Related Guides