How Customers Book Appointments

The booking flow overview#

An appointment is service time reserved for one person or a private group. Customers book appointments through your business's public booking page. The process guides them through selecting a service, choosing how many people are coming when the service allows more than one, choosing a provider (if applicable), choosing a place or resource when configured, and picking a date and time.

Your booking page URL#

Your public booking page is located at:

https://www.naayya.com/s/<business-slug>/appointments

The business can share this public appointments page with customers.

Step 1: Select a service#

Customers start by browsing your available services:

1. Customer visits your studio's appointments page
2. Services display with name, description, duration, and pricing
3. Customer clicks on a service to start booking

Only services that are available for booking appear to customers. Availability can depend on the service, provider, resource, and booking settings.

Choose how many people#

If the service allows more than one person per booking, the booking page asks How many people? Customers choose a number from the service's fewest to its most people. The price shown is the price for each person. Services that take one person skip this question. See Book for several people.

Step 2: Choose a provider (optional)#

If your service allows provider selection:

1. Customer sees available providers for the selected service
2. Each provider shows their name and photo (if available)
3. Customer selects their preferred provider, or chooses "Any available provider"

If provider selection is disabled, the system automatically assigns an available provider.

Step 3: Choose a place or resource (optional)#

If the service is configured with customer-selectable resources:

1. Customer sees the list of selectable resources for that service
2. They choose exactly one place, court, lane, room, or other resource
3. The booking flow uses that selection when calculating available dates and times

If the service does not use customer-selectable resources, this step is skipped entirely.

Step 4: Select a date#

The date picker shows availability:

1. Customer sees a calendar with available dates highlighted
2. Days without availability appear grayed out
3. Customer clicks on their preferred date

The calendar respects the business's booking horizon. Customers cannot book beyond the available booking window.

On a members-only service, a signed-in member also sees days beyond their own booking window greyed out with Opens and the date, and days after their membership ends greyed out with After membership ends. See Members-only services.

Step 5: Choose a time slot#

Available times appear for the selected date:

1. Time slots display based on what the service needs: provider availability for provider-based services, required resources, and any customer-selected resource
2. Each slot shows the start time
3. Customer clicks their preferred time

Slots follow the service's availability and booking settings and exclude times that are no longer available. For a group, only times the whole group can take appear. The group shares one appointment, so the provider's time and any room or court are taken once. On a members-only service, times the customer's membership cannot book are greyed out instead of failing when they select them.

Step 6: Hold timer#

After a signed-in customer selects a time:

1. The slot is temporarily held for them
2. A countdown timer shows how long the hold lasts
3. They must complete checkout before the hold expires

If the customer is not signed in, Naayya redirects them to login before holding the slot and returns them to the booking flow. If the hold expires, the slot becomes available to other customers. Hold duration is configured in your appointment settings.

Step 7: Complete checkout#

After the slot is held:

1. Customer reviews the booking summary (service, provider or resource, date, time, price)
2. Continues with the booking flow

For a group paying with a single appointment, the summary shows the price for each person times the number of people, for example "CHF 75 × 2 people". A pack is charged once and uses one credit for each person. The person who books pays for everyone.

Appointment booking requires an account. Account creation during this flow is not supported.

Use an appointment pass or credit#

If the customer has an eligible appointment pass or credit, checkout shows Use your appointment pass. They can choose Book with pass or Pay by card instead.

A group uses one credit for each person. A pack with fewer credits left than people in the group cannot pay for that booking; the customer can pay by card instead.

If an eligible pass or credit does not appear, check that:

• The customer is logged in to the account that owns the credits
• The credits are still active
• The pass is linked to the service they are booking

Appointment packs#

An appointment pack is an appointment product with more than one credit, such as a 5-lesson coaching pack. Its credits book only the services the pack is linked to.

• Bought with a booking: When the product a customer pays with at booking is a pack, they receive the whole pack. The booking uses one credit (for a group, one credit for each person) and the rest stay on their account for later bookings of the services the pack covers. The pack must cover the service being booked.
• Bought from the Pricing page: A pack appears on your public Pricing page when at least one public, active service can use it. Its page names those services, for example "5 appointments" and "Use to book" followed by the service names. Customers buy it without choosing a time and receive every credit to spend later at appointment checkout.

Buying a pack needs a signed-in account. If a promotion brings the price to zero, the customer still receives every credit.

Confirmation details#

After successful booking, customers receive:

• Confirmation page: Shows all booking details with a summary
• Account record: The booking appears in the Activity area under Appointments

The confirmation includes the service name, provider when the service has one, date, time, and selected location or resource when available. For a group, it lists everyone who is coming. The business may also configure email notifications.

Book for several people#

When a service allows more than one person per booking, one customer can book one appointment for a private group, such as two friends sharing a duet session or a family lesson. Nobody else can join that time.

1. On the service, the customer answers How many people?
2. They pick a date and a time the whole group can take.
3. Who's coming? asks for each person's first name. Last name, email and phone are optional. I'm one of them is ticked, so the customer counts as one of the people. To book only for other people, they untick it.
4. Continue holds the time for the group and opens checkout, where the customer pays for everyone.

Each person in the group gets their own place on the appointment, so your team sees and checks in each person. The person who booked manages the whole group from their account. See Appointments for several people.

Naayya never adds the people named in Who's coming? to your marketing.

Members-only services#

A business can open a service only to members who hold certain memberships or passes (see Create Appointment Services). Customers are told why they cannot book before they pick a time:

• Not signed in: A Members only notice lists the memberships and passes that can book the service and are on sale, with a See pricing link. It adds "Already a member? Log in to book."
• Signed in without a qualifying membership: The same Members only notice and See pricing link.
• At the booking limit: "You have the maximum number of bookings", with how many upcoming bookings they hold. They can book again once one has passed or been cancelled.
• Frozen membership: "Your membership is frozen". They can book when it resumes.
• Membership payment due: "Your membership has a payment due". They can book once it is paid.

If a customer still selects a time that cannot be held, the message says why, for example that the time opens for booking on a later date, or that their membership ends before this time. Dates and times in these messages follow the customer's language.

Services open to everyone, and class bookings, work as before. Rescheduling an existing booking is not affected by these messages.

Booking requirements#

For a successful booking, customers need:

• An account with your business, signed in before booking
• Selection within the booking window (not too close to the appointment time, not too far out)

Clear service descriptions and pricing help customers make informed booking decisions.