Frequently Asked Questions

Frequently Asked Questions

  1. Q: What are workspaces?

A: Workspaces are 'virtual spaces' which are dedicated to a service or a group of services. Let's say you have a salon chain which is spread across various cities like New York City, Austin, Los Angeles, and so on. Each city can be considered a workspace, and all the salon centres in New York City can be grouped in a workspace called "New York".  All services belonging to a particular workspace will have the same set of settings. For example - notifications, policies, cancelations, rescheduling, booking page settings, and so on, will apply to all your salon services which you group in the "New York" workspace.


  1. Q: Can I (business staff) add an appointment on customer's behalf?

A: Yes. This can be achieved in the following ways:
  1. From the home page:

    1. Click the + icon and select Appointment.



    2. On the next screen, enter appointment details, and click "Add Appointment".



    1. From the Calendar View
      1. Day View
      1. You can create appointments from the day view on the customer's behalf. This can be done by clicking on the time slot corresponding to the required staff.
      1. Let's say a customer calls in asking for an appointment on Nov 1st at 12 pm. To add this booking, click on the 12:00 pm time slot.



      2. On the New Appointment page, enter the details, then click Add Appointment.


    1. Week View
      1. Navigate to the required week using the arrows.



      2. The staff or resource cell can be expanded for time-based view.



        From here, you can take appointments offline and mark them in the calendar. For example, when customers call up or send an email requesting an appointment, you can create appointments from the calendar view on the customer's behalf. This can be done by clicking on the time slot corresponding to the required staff.
    1. Let's say a customer calls in asking for an appointment on Nov 1st at 10 am. To add this booking, click on the 10:00 am time slot.



    2. On the New Appointment page, enter the details and click Add Appointment.


       
    1. Month View
    1. Navigate to the required month using the arrows.



    2. The three-dotted icon will give you options to add a new appointment for that day.





  1. Q: Why does the booking page URL of the service say "we are not available"?

    A: The usually occurs when the status of a service is marked as 'Inactive' in in Service Properties, or when there are no staff members assigned to a service.


  1. Q: How can I change the time zone in my account?

A: Timezone can be changed only by the Zoho Bookings team on request. Please contact us at   support@zohobookings.com


  1. Q: How can I change the currency?

A: Currency can be changed only by the Zoho Bookings team on request. Please contact us at support@zohobookings.com


  1. Q: What is the difference between Admin, Manager and Staff roles?

A: Admins have complete authority over the business details, bookings, and integrations. They can access all elements under "Manage Business" and edit the information. Managers can access business information and add and reschedule bookings for all staff members. Staff can add and reschedule their own bookings.

    Permission levels for various features

    Feature

    Admin

    Manager

    Staff

    Calendar

    Can view calendars based on all entities

    Can view calendars based on all entities

    Can view calendar based only on their bookings

    Reports

    Can create

    Can create

    Cannot create nor access

    My Profile - General Information

    Can edit everything except Email Address, Role, and Status

    Can edit everything except Email Address, Role, DOB, and Status

    Can edit everything except Email Address, Role, and Status

    My Profile - 

    Working Hours

    Can customize their working hours

    Cannot customize their working hours

    Cannot customize their working hours

    My Profile - 

    Staff Booking URL

    Can customize their "Staff booking URL"

    Cannot customize their "Staff booking URL"

    Cannot customize their "Staff booking URL"

    Manage Business - Basic Setup

    Read and Write

    Read Only

    Exceptions:  

    • Can edit their Special Working Hours and Time Off.

    • Can edit availability of resources.

    No access

    Manage Business - Integration

    Read and Write

    No Access

    No Access

    Quick Add

    All entities

    Appointments, Break and Block Time, Special Working Hours, and Customers

    Appointments, Break and Block Time, Special Working Hours, and Customers





  1. Q: What are the different types of Booking URLs and what are the differences between them?

A: The different types of booking urls are:
    1. Workspace Booking URL – All services in the workspace will be listed, and customers can choose the required service.



    2. Service Booking URL – A booking URL dedicated to a particular service, where the service is preset and cannot be edited.



    3. Staff Booking URL  - A booking URL dedicated to a particular staff, where the staff is pre-selected and cannot be modified.



    4. Resource Booking URL  The booking URL is dedicated to a particular resource, where the resource is pre-selected and cannot be edited.


How the booking pages differ
    1. The major difference between the four types of booking pages mentioned above is that the Workspace Booking URL lets the customer select the service they need from all the listed services, while the rest of the booking pages are each dedicated to a particular service, staff, or resource, which means the service is pre-selected in these booking pages.

    2. When using the Service Booking URL, customers can select the slot for which they need the appointment.



    3. When using the Series Group Booking URL, the dates are already fixed, so customers can only view and book the pre-defined booking dates.



    4. When using the Drop-In Group Booking URL, the set of dates are already fixed, so customers can view and select one of the required date-time slots from the available set of choices.



    5. When using the Resource Booking URL, customers can select the Start Time and End Time to specify how long they want the resource.



    6. When using the Staff Booking URL, customers can select the required service offered by that staff. The rest of the information depends on the selected service.





  1. Q: Do I have to verify my custom domain by following all the three options?

    A: No. Custom domain verification can be done using any one of the three options.


  1. Q: Can I configure working hours, special working hours, and off-time for my business and staff separately?

    A: Yes. Your business and your staff can have separate working hours, special hours, and off-time hours.
    To configure these options for your business, click the Manage Business icon  icon in the top-right corner, then go to General >  Working Hours.

    Set Working Hours

    1. Click EDIT in the Working Hours section.


       
    2. Check the days on which the business will be running, and specify a time period. The Apply To All option sets the selected working hours for all selected days, so that you don't have to manually set the same timings for each day individually.

    3. Click Save.



    Set Special Working Hours

    1. Click ADD in the Special Working Hours section.



    2. On the next page, set "All-day Availability" to Enabled  if the business will operate the entire day (12 am to 12 am). If you want to specify a fixed number of hours, set "All-day Availability" to Disabled.

    3. Select the "From" and "To" dates, set the time values (if applicable), and specify a reason if required.



    4. Click Save. The special working hours will be saved, and you can edit or delete it using the edit and delete buttons.



    Set Time Off

    1. Click ADD in the Time Off  section.



    2. On the next page, set "All-day Unavailability" to Enabled  if the business will remain closed the entire day (12 am to 12 am). If you want to specify a fixed number of hours, set "All-day Unavailability" to Disabled.

    3. Select the "From" and "To" dates, set the time values (if applicable), and specify a reason if required.



    4. Click Save. The time-off hours will be saved, and you can edit or delete it using the edit and delete buttons.


     
    To configure these options for your staff,
  2. Click Staff on the menu bar of your Bookings home page.



  3. All staff members in your account will be listed in this section. Select a staff member.



    1. Customize Working Hours
    1. Check Customize working hours to set working hours for the staff that are different from the usual working hours.



    2. On the "Edit Working Hours" page, set the new working hours, then click Save.



    3. The customized working hours will be displayed, which can be edited again if required.


    1. Special Working Hours
    1. To add special working hours—for example weekend working hours — click ADD.



    2. On the next screen, enable "All-day availability" and select the From and To dates, or disable "All-day Availability" and select the From  and  To  date/times. Enabling "All-day availability" will release all time slots for the entire day of the selected dates. Click Save.



    3. The hours added by you will be listed and can be edited or deleted if required.



    1. Unavailability
    1. To block slots or to add Time Off hours for the selected staff, click Add.



    2. "Time Off" lets you specify the  From and  To dates. "Block Time" is to specify a single date. Enable "All-day Unavailability" and select the  From  and  To  dates, or disable "All-day Unavailability" and select the From and To date-times. Enabling "All-day Unavailability" will block all time slots for the entire day of the selected dates. Click Save.



    3. The hours added by you will be listed and can be edited or deleted if required.





  1. Q: Can I select which staff members receive the in-product notifications?

    A: No. The configured in-product notifications will be sent to all staff members by default. Currently, there is no provision to send in-product notifications to select staff members.


  1. Q: Can the in-product notifications be deleted?

A: No. The in-product notifications can be deleted only by the Zoho Bookings team on request. Please contact us at support@zohobookings.com


  1. Q: Is there a limit on the number of characters for fields in Zoho Bookings?

A: Yes, 50 for single line fields (example - Name field). And 2000 for multi line fields (example - Description field).


  1. Q: Can a member be a part of more than one Zoho Bookings account?

A: Zoho Bookings follows a single org structure. Which means, at any given point, an individual can create or be a part of only one Bookings account.


  1. Q: Can I delete my Bookings account?

    A: Yes. Customers on the Free plan can delete their accounts by clicking on the profile pic > Delete my account.



    Paid customers have to first downgrade their accounts to the Free plan by clicking Upgrade. Once this is done, they will find the option to delete their accounts.





  1. Q: Will disabling a workspace delete the services in it?

A: No. The services of the disabled workspace will only be disabled. When you re-activate the workspace, the services are required to be re-activated manually.


  1. Q: Why are my services not active after enabling the Workspace status?

    A: The services of re-activated workspace are not activated by default, and have to be activated manually.


  1. Q: Can a service have more than one staff associated with it?

A: One-on-one services and Resource services can have multiple staff members associated to them. However, while creating an appointment, only one of the associated staff members will be assigned. Group Booking services can only have one staff member associated to it.


  1. Q: What is the difference between Appointment ID and Booking ID?

A: Currently, both these variables carry the same value.


  1. Q: Which timezone does the Booking Time Zone refer to?

A: The timezone in which the customer makes the booking.


  1. Q: What is the difference between the variables Appointment from time and Booking start time?

A: "Booking start time" carries the appointment start time value in customer's time zone. "Appointment start time" carries the appointment start time value in the business time zone.


A: The supported file types are jpg, jpeg, png, gif. The maximum size can be 5 MB.


  1. Q: How can I delete a workspace if it has upcoming appointments?

A: A workspace with upcoming appointments cannot be deleted. However, it can be marked as inactive to stop further bookings. Once the appointments are finished (marked completed or canceled), the workspace can be deleted.


  1. Q: What is the minimum duration for a One-on-One service?

A: Five minutes.


  1. Q: Why are Product labels such as Staff, Services, Resources different for my account?

A: The product labels depend on the type of the business selected while creating the account. Click here to check the different industries and the labels applicable to their accounts.


  1. Q: How can I prevent bookings for a particular staff member alone?

A: Change the status of the concerned Staff member to "Inactive". This can be done in the staff properties page.


  1. Q: What payment gateways does Bookings support?

A: The following payment gateways are available as connections in Zoho Bookings:
    1. Stripe
    2. Authorize.Net
    3. Forte
    4. Paypal
    5. Paypal Payflow Pro
    6. Paypal Payments Pro
    7. Razorpay
    8. Worldpay
    9. Mercado Page
    10. 2checkout


  1. Q: Can I enable calendars only for certain staff members?

A: Yes, this can be achieved using the following steps:
  1. Click Integration in the top-right corner and then click Calendars on the left side panel. Zoho Calendar will be listed under Calendars Available section.



  2. Click Enable on the required calendar. In this example, let's enable "Zoho Calendar."



  3. The selected calendar gets enabled immediately.

  4. Click Configure Now to perform the steps explained in the above paragraph.



  5. You will be navigated to Manage Calendars page where the enabled calendar will be listed. Click the settings icon in the top right corner to select staff members for whom you want to enable the calendar.



  6. Check/uncheck the required staff members, then click Save.





  1. Q: How can the staff authenticate the enabled calendars?

A: Staff members for whom the calendar has been enabled can visit Manage Calendars under My Profile in their accounts to authorize and sync the enabled calendars.
   

 


  1. Q: What is the sync frequency of the calendars?

A: Sync frequency of various calendars are as follows:
  1. Google Calendar - Synced instantly
  2. Zoho Calendar - Every hour
  3. Zoho CRM Calendar  - Synced instantly if plugin is installed. Otherwise, synced every hour.

    Manual syncing: At any given time, you can click the Sync button (My Profile > Manage Calendars > Sync) to re-sync your latest appointments.


  1. Q: Why can't customers see the Reschedule and Cancel options?

A: The reschedule and cancel options will appear according to the the time period set in Cancellations and Reschedules section. It is possible the time period for canceling or rescheduling the appointment has passed.


  1. Q: How do I delete appointments from the calendar view?

A: Deleting customers will delete their appointments from the calendar view. Please note that all details of the appointments of the customer will also be deleted from your account.


  1. Q: Can I set different themes for different workspaces?

A: Yes. The themes set for a workspace will apply to services belonging only to that workspace. Each workspace has their own set of settings, including 'themes' settings.


If you have multiple workspaces or services, a pop up will appear with the links to all your workspace and service booking pages.
  1. Click Copy to copy the URL of your booking page, or click Go To to be taken to your booking page.

  2. Use the More icon to customize your booking page URL or to get an embed code for the page.





  1. Q: I'm a staff member. How do I find my individual booking page?

  1. Click My Profile on the top panel of Zoho Bookings.

  2. Use the icons on the left to Copy or Go To your booking page.





  1. Q: Is there a separate booking page for a service?

  1. Click Services on the top panel and select a service.

  2. Use the icons on the left to Copy or Go To your booking page.





  1. Q: How can I embed a booking page?

  1. Click Manage Business in the top menu bar.

  2. Click Workspaces in the left panel and select the workspace that has the booking page you want to embed.

  3. Click on Embed As Widget.

  4. Copy the embed code and paste in on your website to embed it.





  1. Q: How can I add customers into the system? [Admin only]

  1. Click the Manage Business icon on the top right corner and then click Customers.

  2. Click the Add icon  to add a customer.

  3. Note: Alternatively, you can use the shortcut by clicking the Add icon in the top menu bar and choosing Customer.

     



  1. Q: Can I create and share my reports?

  1. Click My Reports in the menu bar of Zoho Bookings.

  2. Click Get Started to create your first report.

  3. Click the Add icon  to create subsequent reports.

  4. Choose a type of report and add additional filters to create your report.

  5. Click the Save icon  to save your report.

  6. Click the Edit icon  to rename your report.
Report type can be either Revenue or Number of Bookings.
  • If you choose Revenue, you can choose to filter it based on Appointment Type, Staff, or Service.

  • If you choose Number of Bookings, you can filter it based on Appointment Type, Status, Staff, or Service.

  • You can select a date range for the report. Default ranges include Year, Month, and Week, but you can define a custom range as well.
Sharing your reports
  1. Click the Manage Business  icon on the top right corner and then click Reports to access reports you've created.

  2. Click the report you want to share from the list on your left.

  3. Click the Share icon

  4. Choose who you want to share your report with.





  1. Q: Can I customize my calendar view?

  1. Click Calendar in the top menu bar of Zoho Bookings. By default, you'll see the current day's view. You can change to weekly and monthly views as well.

  2. Click on the Filter icon 

  3. Use the Staff and Resources tabs to define whose schedules you want to see.

  4. Check or uncheck the boxes next to a staff member's or resource's name to show or hide their schedule.

  5. Click Apply Filter to save your preferences.
  6. Note: Only admins will have access to view schedules of staff and resources.
     


  1. Q: How do I share feedback or contact support?

  1. Click on the Talk to us  on the bottom-right corner.

  2. Type in your message in the pop-up box and submit. Also, you can always write to support@zohobookings.com.

     


  1. Q: How do I enable access to Zoho Bookings support team?

  2. You can allow edit access to the Bookings support team to debug your Bookings account and check the issue. This will help them resolve your query sooner.

    1. Click Help on the bottom right corner of Zoho Bookings.

    1. Select Support in the bottom-right corner of the help widget that appears.

    1. Click Edit Access in the top-right corner of the help widget.

    2. Click the Enable Access button. Learn more.

       

      After the issue is resolved, you can revoke the access that you have granted by clicking the Revoke button, which will be located at the same area as the Enable Access button.



  1. Q: How do I change the time interval between two available slots?

A: Shortcut: Click the Settings icon on your calendar view to change the interval time.
  1. Click Manage Business in the top menu bar.

  2. Click on Workspaces and select a workspace you want to change time the interval for.

  3. Click Policies & Preferences.

  4. Click the Edit icon next to Scheduling Interval to set your new interval.


  1. Q: How can customers choose the staff they want to book appointments with?

A: By default, any customer scheduling a service on your page can choose a staff they prefer. To enable or disable that option,
  1. Click Manage Business  icon the top menu bar of Zoho Bookings.

  2. Click Workspaces and select the workspace you want to change preferences for.

  3. Click Policies & Preferences.

  4. Toggle the slider to Enabled option to let customers choose their staff.




  1. Q: How are Staff assigned when Customers choose 'Auto-assign Staff' in the Booking Page?

A: When Customers opt for Auto-assign Staff in the Booking Page or when the option 'Let Customers Select Staff' is not chosen (unchecked) in the Policies & Preferences section, appointments are equally distributed among Staff based on their previous bookings for the day.

Let's assume that there are 3 staff - Kay, Lay and May and they all have 5 open slots each every day.

Following is the assignment of Staff for incoming appointments during various scenarios based on Staff availability:
  1. If all 3 Staff have no appointments. then an incoming appointment will be assigned to a random Staff.
  2. If all 3 Staff have an equal number of appointments (say 3 each), then an incoming appointment will be assigned to a random Staff.
  3. If only Kay has an appointment, then an incoming appointment will be assigned to either Lay or May.
  4. If Kay and Lay have an appointment (or equal number of appointments each), then an incoming appointment will be assigned to May.
  5. If Staff have an unequal number of appointments among them, say – Kay 3, Lay 4 and May 1, then an incoming appointment will be assigned to the Staff with the least number of appointments (May in this case).


  1. Q: Are customer duplicates handled in Zoho Bookings?

A: New customers are created only if they have a unique email address or unique phone number. If either of the email address or phone number are not unique, they are treated as an existing customer and no new customer record is created.

I. Handling duplicates while adding a new customer

1. Customer has an email address

      a. The email address of the customer is validated for uniqueness against the email addresses of existing customers.
      b. If there is a matching email address, then a new customer record is not created.
      c. If there is no matching email address, then a new customer record is created.

2. Customer has a phone number (email address is not available)
      a. The phone number of the customer is validated for uniqueness against the phone numbers of existing customers.
      b. If there is a matching phone number, then a new customer record is not created.
      c. If there is no matching phone number, then a new customer record is created.

II. Handling existing duplicate customer records

If there are duplicate records (matched by email address or phone number as described in 1 & 2) in your customer list, a side bar appears (on the bottom right), once you land on the Customers tab. It prompts you to merge duplicate records. Click Merge Duplicates and you will be guided through the merge process.





  1. Q: The time zone change for my staff is still pending. How long will this take?

AStaff time zone changes are instantaneous for users who have signed up after May 2020. It takes a maximum of 5 minutes to effect the change in staff time zone for users who signed-up before May 2020, due to a technical limitation. But subsequent staff time zone changes will be instantaneous.




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