Documentation

How to Use FormAlert

Step-by-step guides for every part of the software.

Overview Getting Started Plans Team & Providers Scheduling Payments Booking Page Appointments Queue Management Patients WhatsApp

Phase 06 · Appointments

Confirm, complete, or mark no-show.

Online bookings start as Pending — confirm them any time before the visit to send the patient a confirmation WhatsApp and add them to the queue. Manual bookings (walk-in or phone) are confirmed on creation. On the Business plan, 24 hr and 2 hr reminders send automatically before the visit.

Appointment lifecycle — in order

Pending. New booking arrives. If the service is prepaid via UPI, check your UPI app first to verify payment before confirming.

Confirm. Click Confirm any time before the appointment. The patient receives a WhatsApp confirmation with their token number, and the appointment is added to the queue. If Google Calendar is connected, the slot is added to the provider's calendar at this point. Wallet credit is deducted. Reschedule is also available from this status.

Complete. After the visit, click Mark Complete. A review request is sent to the patient via WhatsApp automatically — your Google review link goes out every time. Costs 1 template from your wallet.

No-show. Patient did not arrive. Click No-show. No WhatsApp is sent automatically. Use the WhatsApp page to follow up manually.

Cancelled. Either the patient cancels from the patient portal, or staff cancels from the dashboard. The patient receives a cancellation WhatsApp automatically and the slot is released. Patients can only cancel if the appointment is more than a set number of hours away — configure the cutoff under Settings.

Rescheduling an appointment

Rescheduling can be initiated by staff or by the patient from the patient portal.

Open the appointment — status must be Pending or Confirmed.

Click Reschedule.

Pick a new date and available time slot.

Click Save. The patient receives a reschedule notification via WhatsApp and the old slot becomes available again.

When a patient reschedules from the patient portal, the appointment returns to Pending and the doctor receives a WhatsApp alert. The doctor must confirm the new time before it is locked in.

No-show follow-up

For no-shows, go to the WhatsApp page and send the follow-up template. The patient receives a message asking them to choose one of three options — all handled within WhatsApp:

Book a follow-up. A new appointment slot is created for them.

Reschedule. Their existing appointment is moved to a new slot.

No thanks. No action taken.

Adding appointments manually (walk-in or phone)

Go to Appointments and click New Appointment.

Search for the patient by phone number. If they are returning, their name fills in automatically. If they are new, type their name.

Select the provider, service, date, and time.

Click Save. The slot is blocked and the patient receives a WhatsApp confirmation immediately — manual bookings are confirmed on creation, no separate confirm step needed.

Tip: Manual bookings can be placed outside the provider's regular hours — useful for emergencies or special cases. They override the normal availability rules.

Sending a review request manually

Go to the Review Requests page from the sidebar.

Search for the patient by name or phone.

Click Send Review Request. The patient receives your Google review link via WhatsApp.

To add your Google review link (sent in review requests), go to Dashboard → Clinic Settings and paste the URL. Without it, review request templates will not include an active link.

Next: Queue Management Back to Overview

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