# Reservations

> The calendar your team runs the day from — tables, appointments, requests and blocked time, by staff member or area.

Source: https://www.hey.support/docs/conversations/reservations

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Reservations is where the reservations your agent takes are managed. It appears in the Inbox navigation once the [Reservations capability](/docs/capabilities/reservations) 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](/docs/webhooks/events/reservation)

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.