Answer booking requests

When a customer books online, it comes to you as a request. It isn't on your schedule until you confirm it, so you never get booked for a job you can't do.

Before you start

Owners, admins and managers can confirm or decline requests.

Steps

1. Go to Home.
2. Under Needs attention, tap Booking requests. This opens the jobs waiting for an answer.
3. Tap a request to open it. A card at the top shows what the customer wants and when.

Requests match your customers by phone number. A different email they typed is added to their record as Online booking; their main email stays.

1. If the vehicle size or price is wrong, tap Edit services and fix it first.
2. Tap Confirm.
3. Keep the Day and Start time, or change them. If you have a team, pick who is doing the job.
4. Add a Note to the customer if you want.
5. Tap Confirm booking. The customer gets an email and a text that say they're booked (see Text your customers). If no number can text it yet, you see Text from my phone to send it yourself.

Say no to a request

1. Open the request and tap Decline.
2. Change the message if you want. It starts with your saved decline message.
3. Tap Decline request. The customer is emailed, and any paid deposit is refunded. They stay in Customers as a lead, which means a possible customer.

Let Utopia accept bookings for you

1. Go to Settings → Online booking.
2. Under Requests, turn on Book them in without asking me.
3. Tap Save changes.

Now bookings go straight onto your schedule, and customers see "You're booked". You can still move or cancel any job.

Set how long a request waits

With Book them in without asking me off, pick a time under If you don't answer a request within: 12 hours, 24 hours, 2 days or Never expire. Turn on Keep that time free until I answer so nobody else can ask for that time. Tap Save changes.

Didn't work?

A request disappeared

It may have expired. If you don't answer in time, the request is cancelled, the customer is told, and any deposit is refunded. Pick a longer time or Never expire.

It says I don't have permission

Only owners, admins and managers can answer requests. Ask the owner to change your role, or to answer it.

I don't see Booking requests on Home

It only shows when a request is waiting. You can also go to Jobs and filter by the Request status.