In request mode the agent never tells a caller they are booked. It records what they asked for, and you decide. Your team is told with a notification and an email that carry a link straight to the request.
- Open the link in the email or notification, or select Requests in the sidebar and find it under Waiting on you. The link opens the request without signing in.
- Read the Service, When suits them, Client and any Notes.
- If the caller gave an exact time, the button reads Confirm followed by that time. Select it to book the appointment.
- If they named only a day or a broad window, choose a time from the free times shown, or select Pick a time yourself and fill in Appointment date and Appointment time, then select Confirm appointment.
- If the caller asked for a particular person, check Who will take it?. Where the choice is not obvious, you must pick a team member first.
- To say no, select Decline, then Decline request in the box that opens. Declining closes the request for good, and the client may be sent a message saying you could not fit them in.
If the time has gone
A waiting request does not hold the time. If someone books it first, your confirmation is refused and the request stays open. Harkbell then shows free times around the one that went, with Another day to look further. Pick one and confirm again.
Past requests
Below Waiting on you, the History list holds confirmed, declined, expired and cancelled requests. Filter it with History status, and use Search requests for a client, service, team member or reference code.
Do not forward the link
The link is a single request's key: whoever holds it can confirm or decline that one request without an account. Keep it among the people who decide bookings.
What happens if I never answer a request?
By default a request lasts 24 hours. Halfway through you get a reminder that it is about to expire. After that it expires, and the client was never told they were booked. Open the request from History to see its outcome, then contact the client to arrange a new time.
Who can confirm requests?
Owners, admins, managers and staff. A Viewer sees the request but a note says a team member with booking access has to decide it.
Do I get a text asking me to reply YES?
No. Booking requests reach you as a notification and an email, not as a text. Choose which of those you receive under Settings › Notifications, and you can also have them posted to a channel; see Get Harkbell alerts in Slack.