One of the most fundamental concepts in TimeZest is the Appointment Type. An appointment type collects all the relevant information and settings for a type of appointment you might want to have with your clients, so you can conveniently just pick it in the TimeZest pod, and have everything set just as you like.

TimeZest is set up by default with 4 appointment types which we think a lot of our users might find useful. These are:

  • A 15-minute Phone Call
  • A 30-minute Phone Call
  • A 30-minute Remote Access to PC
  • A 30-minute In-Person Appointment

You can edit any of these existing appointment types, and you can create as many new appointment types as you wish.

Creating and Editing Appointment Types

To manage all appointment types in TimeZest, go to the Appointment Types setting screen. You'll see a list of all appointment types.

  • To edit an exiting appointment type, simply click on it.
  • To create a new appointment type, click Add New Appointment Type.

We'll deal with all the settings available for an appointment type one-by-one. There is something important to know about appointment types though: for almost all their settings, any changes will only affect scheduling requests created after the changes are saved. TimeZest does this to avoid situations which might confuse clients, such as receiving an email asking them to choose a time for a 30-minute meeting, but finding when they click the link that they're choosing the time for a 45-minute appointment.

The first four settings are:

  • The internal name of the appointment type. This is what is used both internally, for example in the list in the TimeZest pod, and the notes TimeZest creates on the ticket.
  • The external name of the appointment type. This is optional, but if set, TimeZest will use this name when communicating with clients - for example, in the emails it sends them, and during the actual appointment selection workflow. If this is blank, TimeZest will use the internal name with clients.
  • The URL slug for the appointment type. If you wish to use this appointment type with URL-based scheduling, configure a slug here like in-person-30  or sales-initial-call . Only letters, numbers and hyphens may be used.
  • The duration the appointment. This is also a required field.
  • The scheduling increment — this is the length of time between slots that TimeZest offers to your clients. For example, if you have a 60 minute appointment, but a 15 minute scheduling increment, TimeZest will offer appointments at 9:00am, 9:15am, 9:30am, 9:45am and so on. The increments are calculated from the start of the day.
  • Whether appointments can be scheduled over tentative appointments in the ConnectWise Manage calendar, or not.
  • For phone-based appointments, TimeZest can ask clients for their best contact number. If this is selected, TimeZest will add a form field to the appointment confirmation screen asking for a phone number, and include the given phone number on the internal note it creates.
  • Whether an appointment type is active or not. This only affects whether an appointment type appears in the dropdown list in the TimeZest pod. Changing this setting won't affect any existing scheduling requests with this appointment type.

The next two settings control the schedule entry TimeZest creates in ConnectWise Manage when a client selects, and confirms, a time. The options in these fields are retrieved from your ConnectWise Manage instance, so you can change the values there.

  • Service Location determines the service location of the schedule entry created in ConnectWise Manage.
  • Schedule Status determines the schedule status (i.e. firm or tentative) of the schedule entry created in ConnectWise Manage.

The next two options control how soon, and how far in the future TimeZest will allow clients to schedule appointments.

  • Minimum Notice is the earliest amount of time in the future which TimeZest will allow an appointment to be scheduled — so that your team isn't surprised by appointments with only a few minutes notice.
  • Scheduling Window allows you to specify the maximum distance in the future which TimeZest will allow an appointment to be scheduled — you might not want a client to schedule an appointment for May of next year, for example.

Tip: Some TimeZest partners use the minimum notice to meet their SLAs. They have several identical appointment types, but with differing minimum notice values. That way, clients on looser SLAs can only book a time, e.g. 8 hours in the future, but clients with tighter SLAs could book an appointment 1 hour in the future.

Another Tip: If you use Calendar Sync to bring schedule entries from Outlook into ConnectWise Manage, it's a good idea to set a scheduling window of 24 days or less, as Calendar Sync only syncs 25 days into the future.

The buffer times settings control how much space around an appointment TimeZest leaves for preparing and for following up. If you wish to have buffer times, set those values here. One thing: TimeZest can't enforce these buffer times once it's created the appointment in ConnectWise Manage, where something else could be created that overlaps with the buffer times.

The rescheduling section controls whether appointments can be rescheduled or cancelled by the client. In the TimeZest pod, it's always possible for members to cancel an appointment. The cancellation email template is the template TimeZest will use both to confirm after a client cancels their own appointment, or to notify the customer (with a reason) if the appointment is cancelled by a member.

Finally, you can select the Email Templates you wish to use for this appointment type. These are managed in the Email Templates setting screen.

TimeZest's default templates include the ability to add a message to them, if you don't need to completely customize them. The message for the notification email that asks clients to choose a time is the notification message. The confirmation message is included in the email we send confirming a selected appointment time.

(You can also interpolate these messages in custom email templates by including the {{ appointment_type.notification_message }}  or {{ appointment_type.confirmation_message }}  variable in those templates.)

The final option, Custom Attribute in Location Field, allows you to include the value of a custom attribute in the location field of the calendar invite sent to clients. The use case for this is to include a personal video call URL, such as from Zoom or WebEx, so that clients know exactly where to go for their call.

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