Your agenda of every booked visit, grouped by day, with a month calendar and who booked each one. How to check a customer in (Arrived), mark Showed or No-show, record how the visit went, reschedule, cancel, assign, and book a walk-in. Also how a service visit differs from a service ticket.
The Appointments page is your agenda: every booked visit grouped by day, with proof of how each one landed. Click a row to open its detail panel, where you mark what happened. The only button on a row itself is Arrived, on today's booked visits. It is the rep and manager workspace for visits; there is no separate "leads" list.
The day-by-day agenda
Open Appointments from the left menu. The page asks "who's coming in", not "show me a log", so visits are grouped under a date header (e.g. Thursday, Jun 25) with a count, sorted by time. The toolbar has one switch with three views:
| Switch | Shows |
|---|
Upcoming | The default: every visit still to come, day by day. |
Past | The last 30 days: your showed / no-show log. |
Calendar | A month grid. Step between months with the ‹ › arrows and click a day to see its visits. |
When visits are waiting for someone to say what happened, a Needs a result chip appears with a count; click it to list just those, with the answers under each one. When your store has service visits on this calendar, a Service chip filters the list to them (service visits booked straight into PBS live in PBS, not here).
What you can see
Reps see their own assigned appointments plus any unassigned (store-pool) visits, so nothing on the floor is invisible to you. Managers and admins see every appointment for the dealership. Appointments are scoped per dealership.
Reading a row: who booked it and the reminder bell
Each row shows the time, the customer, the appointment type and vehicle of interest, and a provenance line underneath. This is the proof of where the booking came from:
Booked by AutoBook Agent
When AutoBook Agent booked the visit in a conversation, the line reads "Booked by AutoBook Agent · web chat · Thu 9:42 pm", naming the channel and time it happened: web chat, SMS, email, or a phone call. Only the conversation that made the booking counts: the confirmation and reminder emails a visit gets afterwards never do.
Other sources
A booking from your public booking page reads "Booked on the website". Two kinds of visit have no booking words of their own: one typed in by staff (a walk-in or phone-up; the visit record does not say which colleague entered it, and we would rather say nothing than name the wrong person), and one that arrived through a tracked link (a campaign link you created), whose tag is a label you minted rather than a door we can describe. Their line still says how the rep was chosen (below), so a staff booking reads just "Assigned by staff".
How the rep was chosen
The line ends with how the rep on the visit was chosen, so you can tell whether the customer picked you or the store assigned you. On your own visit it says "Asked for you" (the customer picked you on the booking page, used your booking link, or asked AutoBook Agent for you by name), "Your customer" (nobody named anyone and the visit went to the customer's own rep), "Assigned by staff" (someone at the store chose the rep, or assigned the visit to someone else), or "Auto-assigned" (the store's assignment picked whoever was free). On another rep's visit the first two name them: "Asked for Zoe", "Zoe’s customer". For example "Booked on the website · Asked for you". A visit with no rep, or one booked before this was recorded, says nothing. The same words are on the visit's Booked row in the detail panel, on the customer's Visits tab, and in the app's Appointments screen, where they sit on their own line under how it was booked.
Reminder sent
A small bell icon next to the provenance line means the automatic reminder has already gone out to the customer, so you know they've been nudged.
The detail panel: status, reschedule, cancel, assign, and outcome
Agenda rows show when, who, what, a status chip and an outcome chip. Apart from Arrived, nothing on the row changes anything. To act on a visit, click the row to open its detail panel, a slide-over from the right. Everything else you do to a visit lives there, so a stray click never marks a customer sold or cancels a booking.
The panel shows the customer (their name links to the full record), When / What / Status / Outcome, the linked Deal (Open in Sales pipeline ›), the Booked provenance line (which opens the conversation that booked it when AutoBook Agent booked it in one; a website or staff booking has no such conversation, so it is plain text), the confirmation code, and when the confirmation and 24-hour reminder went out. Its footer holds the controls:
1
Set the status
Use the Status dropdown. Before the visit time it shows Confirmed. Once the visit time has come, it offers Showed and No-show. It saves right away. Cancelling is never in the dropdown: use Cancel visit.
2
Reschedule a confirmed visit
On a Confirmed visit, Reschedule opens open times to pick from (managers, or the rep the visit is assigned to). The customer is told the new time.
3
Cancel visit
Cancel visit (in the ⋯ menu when it is not on the face, shown in red) asks Cancel this visit? The customer will be notified. Add an optional reason for your team (the customer's cancellation text and email don't include it), then press Cancel visit again, or Keep visit to back out. Only a manager or the visit's rep can cancel, and only a Confirmed visit.
4
Assign the rep
On a Confirmed visit, Assign… opens Assign this visit: pick a rep at that store, or Unassigned. Cancel backs out.
5
Mark sold or Mark lost, with a confirm
Once a visit is Showed, Mark sold and Mark lost appear. Because they close the customer's deal, they ask first (Mark sold? This closes the customer's open deal as sold.), and Cancel backs out. An outcome is recorded once; to change it later, correct the deal.
Why this matters
Your show rate on Insights and your store's performance reporting are built from these statuses and outcomes. AutoBook marks a visit Showed for you only on clear proof. For a sales visit, that is a sale or delivery recorded in PBS on the visit day or the day after, or the rep's own message or connected call after the visit showing the customer came. For a service visit, it is PBS showing the car arrived. It never marks a No-show: that is always a person's call, and a person can still correct a result AutoBook set. With nothing to go on, the visit waits under Needs a result, and as a quiet row on To do. Nobody is chased for it: no push, no reminder and no morning email.
Finishing a visit: Arrived, Showed, No-show and the result
1
When the customer walks in: Arrived
On today's confirmed visit, tap Arrived on the row (Appointments, To do, or the app's agenda). It counts as Showed, alerts the visit's rep, and the row then reads Arrived with the time. Anyone on the desk can tap it, the receptionist included.
2
After the visit time: Showed or No-show
If nobody tapped Arrived, open the visit and set Status to Showed or No-show, or click the Needs a result chip and answer under the visit.
3
How did it go?
For a sales visit that showed, the page then asks for the result: Sold, Working a deal (opens the deal), Coming back (pick Tomorrow, In 3 days, Next week or a date, then Set follow-up), Just looked, or Not buying. The same answers are on Log result on the customer's Visits tab and on the To do card.
4
If the visit is off
Before it happens, use Reschedule or Cancel visit in the detail panel. A cancelled visit cannot be checked in.
Service visits and service tickets
A service visit is the appointment. A service ticket is the customer's service request, worked on the Service desk, and it outlives the visit. Finishing the visit does not close the ticket:
- Arrived or Showed on a service visit moves its ticket to In the shop; the ticket stays open while the car is worked on.
- No-show puts the ticket back to Requested so the desk can rebook.
- The ticket closes when the repair order is paid in PBS, or when someone on the Service desk presses Done on the ticket (in the conversation's service card, on To do, or on the customer's Service tab).
Service visits have no sold or lost result. See Service requests: tickets, stages and the Service board for Car ready, Done, Reopen and Hand to sales.
Adding a walk-in or phone-up
Use New appointment on the toolbar to book a visit that came in over the counter or by phone, without leaving the workspace. It runs through the same booking engine as your public booking page, so rep auto-assignment, the customer confirmation, and the deal record all happen exactly as they would for an online booking.
2
Pick the customer and the time
The dialog opens on a Customer picker: search for someone already on file, or choose Someone new. For a new customer, only the first name is required, plus a phone or email (at least one). Then choose the date and time.
3
Choose type and rep (optional)
Pick an appointment type if you use them, and either assign a specific rep or leave it on Auto-assign rep to let the engine route it. How auto-assign picks a rep depends on your dealership's assignment method.
4
Book it
Click Book it. The visit appears in the agenda and the customer is confirmed.
Opening a visit
Click any row to open its detail panel; from there the customer's name links to their full record (conversation history and deal). Visit rows on To do and the customer's timeline open the same panel straight away.
How do I resolve a service appointment?
Two steps. Finish the visit: tap Arrived when the car comes in, or set Showed or No-show after the visit time. Then the ticket closes when the repair order is paid in PBS, or when someone on the Service desk presses Done on it and picks Handled, Customer went elsewhere or Duplicate.
A visit says Showed but nobody marked it. Why?
AutoBook marked it from clear proof: a sale or delivery in PBS around the visit, PBS showing a service car arrived, or the rep's own message or call after a sales visit showing the customer came. If it is wrong, set the right Status in the visit's detail panel. AutoBook never marks a no-show by itself.
Why is a visit's status stuck and I can't mark it Sold?
Mark sold and Mark lost only appear once the visit is Showed, and Showed is only offered once the visit time has come. Tap Arrived or set Showed first, then the buttons appear. A visit that already has an outcome takes no other; change it on the deal.
A row shows no rep. Is that a problem?
No. Bookings auto-assign at creation, but unassigned (store-pool) visits stay visible to the whole floor so no one falls through the cracks. Reps see these alongside their own. A manager can press Assign… in the visit's detail panel to give it to a rep.
I see "Showing the first N of Y in this range". Where are the rest?
That window holds more visits than the page loads at once. Switch to Calendar and pick a month or a day to bring the rest into view. Nothing is silently dropped.
Can I tell whether a customer picked me, or the store assigned me?
Yes. Every visit's provenance line ends with how its rep was chosen: "Asked for you" when the customer picked you or asked for you by name, "Your customer" when it went to you as the customer's own rep, "Assigned by staff" when a colleague chose, and "Auto-assigned" when the store's assignment picked whoever was free. Your new-booking notification and email say the same thing.
Can I see appointments booked by SMS, email, or phone?
Yes. Every channel your store has turned on (chat, text, email, phone) can book visits, and the provenance line names the one used: web chat, SMS, email, or a phone call.