Manage appointments
Create appointments manually from the calendar or a contact, reschedule, cancel, and mark them Confirmed, Showed or No-show.
3 min read
Even when most patients book through the link themselves, your coordinators create, move and close out appointments every day. Marking appointment statuses consistently is the foundation for measuring your no-show rate and winning back patients who slip away.
Create an appointment manually
- On the Calendars screen, click New in the top right (or click an empty slot in calendar view).
- In Calendar, choose the appointment type, e.g. Video Consultation.
- In Contact, search for and select the patient. If they aren't in the system yet, you can create a new contact.
- Choose the date, time, team member and status. If you've already agreed the time with the patient, set the status to Confirmed.
- Click Book appointment. Any confirmation notifications set up on the calendar are sent to the patient.
From a contact record: you can open the same window from Contacts → the patient's detail page → appointments section. During a WhatsApp conversation, you can also create an appointment from the right-hand panel of Conversations. See Contact detail page.
Tip
When agreeing a time by phone or WhatsApp, check the slot in the appointment window first, then confirm it with the patient. That way nothing double-books.
Reschedule, cancel and update status
- Click the appointment block in the calendar to open its details.
- Update the status: Showed when the patient attended, No-show when they didn't.
- To reschedule, change the date and time. You can also drag the block in calendar view. The patient receives a reschedule notification.
- To cancel, use Cancel appointment. The patient receives a cancellation notification.
Note
Patients can also reschedule or cancel themselves via the link in their confirmation email/message (if your calendar settings allow it).
Appointment statuses
| Status | Meaning | When? |
|---|---|---|
| Unconfirmed | Booked, not yet confirmed. | A booking made via the link, depending on calendar settings. |
| Confirmed | The appointment is confirmed. | The patient said "yes, I'll be there". |
| Showed | The patient attended / joined the call. | The consultation or examination took place. |
| No-show | The patient didn't turn up. | After waiting 10–15 minutes. |
| Cancelled | The appointment was cancelled. | Cancelled by the patient or the clinic. |
Important
Mark statuses on the same day. If Showed / No-show isn't recorded, the Appointment report becomes misleading and you miss the chance to win back no-shows.
Winning back no-shows
A patient who missed their video pre-consultation usually isn't lost; they mixed up the time difference or couldn't find the link.
- In Appointment List View, filter by Status = No-show to see today's list.
- Send each patient a short WhatsApp message: "We missed you — shall we find a new time?" and include the booking link.
- Add a note to the patient's opportunity card and update its stage if needed. See Stages and status.
Clinic example
Oliver Brown from London wants to discuss his treatment plan with the doctor on WhatsApp. Coordinator Zeynep:
- creates a Video Consultation appointment from the conversation screen for Thursday 13:00 (Istanbul) and sets it to Confirmed;
- confirms with Oliver: "11:00 London time (13:00 Istanbul)";
- after the call, sets the status to Showed and moves his opportunity card to Treatment Plan Sent.
Troubleshooting
I can't drag the appointment. It may belong to another user and your role may not allow editing it.
The patient didn't get a notification. Check the calendar's notification settings and that the patient's phone/email is correct. See Reminders and notifications.
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