> ## Documentation Index > Fetch the complete documentation index at: https://docs.skyfree.io/llms.txt > Use this file to discover all available pages before exploring further. # The Customer Booking Experience > What customers see and do — from your booking page to a confirmation email — and how they move or cancel a booking. ## What is this? This page walks through booking from the customer's side, so you know what to expect and how to explain it. Customers don't need an account: they open your link, pick a time, and enter their details. ## What can I do here? This page is for reference. As the business you control each part of the experience: * The page's look — [Your Booking Page](https://docs.skyfree.io/workspace/booking-studio/booking-page.md) and [Service Settings](https://docs.skyfree.io/workspace/booking-studio/service-settings.md) * The times offered — [Team, Locations & Calendar](https://docs.skyfree.io/workspace/booking-studio/team-locations-calendar.md) * The rules — [Service Settings](https://docs.skyfree.io/workspace/booking-studio/service-settings.md) ## How it works ### 1. Customers find a service They open your **business page** (`/s/your-page-name`) or a **service link**. On the business page they can search services, filter by group, and see your team, opening times, and locations. A service marked **Needs approval** says so, and its button reads **Request booking** instead of **Book**. ### 2. They book in steps A short step-by-step flow, with a progress indicator: | Step | What they do | | - | - | | **Who and where** | Choose a person, a location, and how many people. Skipped when there's nothing to choose. | | **Time** | Pick a day from a week strip (with arrows and a month button for any date), then a time — grouped by morning, afternoon, and evening. Times are shown in their own time zone, with the business's time zone noted. They can jump to the next available date if a day is full. | | **Details** | Enter their name, phone number (with country), and email. They answer any questions you added, and accept the waiver if the service has one. | | **Review** | See a summary and click **Confirm booking**. | Before confirming, the page checks again that the time is still free. If someone else just took it, the customer sees other free times that day and picks another. If the booking can't be sent, they're told nothing was booked and can try again. ### 3. Confirmation * **You are booked** — if the service doesn't need approval. * **Request received** — if it does. The business will confirm soon. The confirmation shows the summary, an **Add to calendar** button, and a **View or change** link. A confirmation email goes out if they gave an email address. ### 4. Changing or cancelling The **manage link** — in the confirmation and in emails — opens a private page for that booking. There the customer can: * **Change time** — pick a new time and click **Move my booking** * **Cancel booking** — optionally say why, then confirm Both follow your rules: you can turn each off, and set a cut-off before the start after which customers can't change it. After the cut-off they need to contact you. Cancelled bookings show **This booking was cancelled.** ### Emails, WhatsApp messages and reminders Customers get a message when a booking is **received** (needs approval), **confirmed**, **cancelled**, or **moved**, plus an optional **reminder** before it. These go by **email** when **Email delivery** is on and by **WhatsApp** when **WhatsApp delivery** is on (approved templates are needed — see [Service Settings](https://docs.skyfree.io/workspace/booking-studio/service-settings.md#delivery)). Every message includes a link to view, move or cancel the booking. The WhatsApp message is saved in the customer's conversation. ### Find my booking A customer who has lost their confirmation can open your booking page and choose **Find my booking** (under *Already booked?*): 1. They enter the **phone number** or **email** they booked with. (The phone option appears only when the channel can send them a code over WhatsApp.) 2. They get a **6-digit code** — on WhatsApp for a phone number, by email for an email address — and enter it. 3. They see **Your upcoming bookings**, and each one opens its view, move or cancel page. If there's nothing, they can **Book an appointment**. The page never says whether a booking exists for the details entered, and codes are limited, so strangers can't look up someone else's bookings. ### Contacting you Your page has a **Contact us** card showing only the ways you chose under **Contact options on your booking pages** in your [branding](https://docs.skyfree.io/workspace/booking-studio/booking-page.md) — by default **call** and **email**. Messaging options (WhatsApp, Instagram, Messenger, Telegram, or website chat) appear only if you ticked them and the account is connected and switched on. Customers who message you land in your [Inbox](https://docs.skyfree.io/workspace/inbox/overview.md). Contacting you never books anything — booking happens only through the page. ## Troubleshooting / Technical Notes * **A customer says there are no times.** Check the service is published, someone is assigned with working hours, and the minimum notice and booking window allow dates. They may also need to try another month — the page says "No free times in this period." * **"That time was just taken."** Another customer booked it first. They pick another time. * **A customer can't change or cancel.** You turned it off for the service, or the cut-off has passed. * **"This link is not valid."** The manage link is wrong or incomplete. Ask them to use the link from their confirmation. * **A customer didn't get a message.** They left no email and WhatsApp delivery is off (or its templates aren't approved yet), or delivery is off. They can still use the link shown on the confirmation page, or **Find my booking**. * **Find my booking doesn't show a booking.** They must use the exact phone number or email they booked with. Only upcoming bookings are listed. ## Related docs * [Booking Studio Overview](https://docs.skyfree.io/workspace/booking-studio/overview.md) * [Your Booking Page](https://docs.skyfree.io/workspace/booking-studio/booking-page.md) * [Service Settings](https://docs.skyfree.io/workspace/booking-studio/service-settings.md) * [Bookings](https://docs.skyfree.io/workspace/booking-studio/bookings.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.