Online Booking FAQ

In this article, you will learn about some of the most frequently asked questions related to Online Booking.

• Yes, if you are set up with Workiz Pay, you can require clients to pay in order to submit the booking request. This can be set to the full amount or a percentage-based deposit.

  To learn more about requiring payments for Online Booking, please see this article.

• Yes, Workiz can identify whether a client is returning or new. Clients are matched based on email and phone number. If no match is found, Workiz will automatically create a new client profile.

• Workiz will always try to match an existing client based on the phone number and email address they used to book online. If they used contact details that differ from the ones you already have on file, a new client will be created.

  You can link the new job and client to the existing client by merging the clients together. To learn more about merging clients, please see this article.

• Whether or not new bookings require approval will depend on your settings. You'll have two options for this: require approval or automatically create a new job.

  If you have it set to require approval, new bookings will come in through the Message Center. Here, you will see the option to add it as a new job or lead.

  If you have it set to automatically create a new job, the booking will be added to your schedule as an unassigned job. You will need to manually assign it to a member of your team.

• No, new bookings are not automatically assigned to techs on your team. If you have it set to automatically create new jobs, they will be added to your schedule as unassigned jobs. You will need to manually assign the job to a member of your team to provide the service.

• Workiz offers a few different options for finding unassigned jobs: your schedule or Jobs page.

  In your schedule, the "Timeline" or "Timeline Week" views will display all unassigned jobs at the top of the schedule.

  In your Jobs page, you can sort the "Tech" column to display all unassigned jobs across the different job statuses (e.g., submitted, in progress, etc.).

  Not seeing this column in your Jobs page? Select the "Fields" button to edit the visible columns on this page.

• If you don’t see the option to add leads from booking requests, it’s likely because your booking portal includes line items. Adding line items generates a service total, and in Workiz, leads cannot be linked to totals. To enable both leads and jobs as options when adding booking requests to your schedule, remove the line items from your portal.
• Clients will only be charged if and when the job is added to your account. If your booking portal is set to automatically add requests as new jobs, your client will be charged right away. If it's set to require approval, the charge will not occur until the request is added as a new job.

• Whether a refund is needed depends on if the request was converted into a job. In Online Booking, a client’s card is only charged once the request becomes a job. If the job wasn’t created, no payment was processed and no refund is required. To avoid confusion, be sure to clearly communicate this to your client.

  If a job was created and a payment was processed, you can refund your client in just a few steps:

  1. Open the job
  2. Select the Payments tab
  3. Under Actions, select the Refund icon
  4. Issue the refund
• Whether clients can book when your team is busy depends on your booking availability settings. To avoid double-bookings, select “Use tech availability.” This setting considers your team’s jobs, leads, tasks, events, and time off when displaying available time slots in the booking portal.
• The email confirmation message clients see after submitting a booking request is a default system message and cannot be customized or edited.
• To ensure that email confirmations are delivered, an email address is required in order to submit a booking request. This setting cannot be disabled.
• By default, your booking settings allow you to choose one ad source for your booking link. If you'd like to track more, you can do this by setting up dynamic tracking. To learn more about setting up dynamic tracking, please see this article.