Reservations

Reservations is where the reservations your agent takes are managed. It appears in the Inbox navigation once the Reservations capability is on, with a badge for the requests waiting on you.

Open the Inbox toggle in the top navigation, then Reservations.

Everything on the page is in the venue's timezone — the one on the capability's opening hours — not the timezone of whoever is looking.

Views

Day shows a column per staff member or area, with your opening hours shaded, every reservation drawn at its time, and a line for now. Click an empty stretch to add a reservation there. On a phone the day shows one column at a time.

Week shows seven days side by side, each a list of the day's reservations.

List is every reservation in a window of a month, grouped by day, with search and status filters. It is the default on a phone.

Requests are the reservations waiting for an answer — a service that needs approval, or a party over the online limit. Each holds its time until you approve or decline it, so a request you approve is guaranteed to fit. Declining asks for a reason the guest reads.

Reports cover a week, a month or the last thirty days: how many reservations and guests, no-show and cancellation rates, the median notice guests give, the busiest days and hours, and the split by service and by staff member or area.

Adding one yourself

Add reservation types one in from a phone call or a walk-in. The guest needs a name and nothing else; with an email they get the same confirmation a chat booking gets. If the time is full or outside your hours the page says so, offers the nearest open times, and lets you add it anyway — the desk may overbook, and the calendar shows the clash.

Block time takes a staff member or an area out of service for a range — a lunch break, a cleaning, a private event — so the agent offers nothing there. A block over existing reservations warns first; block anyway and they stay, drawn over the block.

A reservation's sheet

Click any reservation to open it. From there you can:

• approve or decline a request, with a reason the guest reads
• mark a guest arrived, then completed or a no-show
• move it to another time, with the same nearest-times warning and override as adding
• cancel it — the guest is emailed, with a calendar update if it was confirmed
• edit the guest's contact details and notes, and keep an internal note the guest never sees
• open the conversation it was made in

The sheet also shows the guest's history across every agent in your workspace — visits, no-shows, cancellations, what else they have coming up — and a timeline of everything that happened to the reservation, from booking to reminder to the day itself.

A reservation is never deleted, only cancelled; the calendar and the guest's history keep the fact. Holds and blocked time can be removed outright.

Statuses

Requested is waiting on you and holds its time. Confirmed is booked. Arrived, Completed and No-show are the day's outcomes. Cancelled and Declined are history and drawn dimmed. A Held reservation is a guest mid-form in the chat; it becomes a reservation or vanishes within minutes.

Notifications

A new reservation, request, reschedule or cancellation by a guest:

• emails teammates who have reservation alerts switched on
• posts to any Slack channel you have routed
• fires the matching reservation.* webhook

Reservation alerts are on by default for owners and members. Change that on your account's notification preferences. Changes your own team makes from the calendar notify the guest, never the team.

The reminder

Every confirmed reservation gets one reminder email at the notice you set on the service (or the venue's default of 24 hours), with one-tap I'm coming and cancel buttons that land on the guest's manage page. A reservation made inside the notice window gets no reminder — the confirmation just arrived.