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How to create a new service as a coordinator/ provider?

Article author
Ly Do
  • Updated

Please note that the functionality to create and manage new services via the platform is limited to only users with advanced permissions. Contact your Customer Success Manager if you are interested in having this set up for your account.

In this article, we will be walking you through the steps to create a new service for your organization. Service creation requires some time and effort to complete correctly, so please allocate enough time to do so.

What is a service?

A service can function in two unique ways on our platform

  • Booking service: When configured, this allows the service to be selected and scheduled by a client themselves via your organization’s booking page(s).
    • Service info
    • Available users
    • Associated intake forms
    • Matching answers that can lead you to the service

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  • Template service: When configured, this allows staff to quickly and easily create appointments on our platform using this service as a template with pre-defined settings.
    • Service info
    • Available users
    • Associated intake forms

Untitled (21).png

How can you create a new service?

  1. In the header navigation bar, click the Settings icon and select “Platform configuration”
  2. Navigate to “Services” tab via the left-side vertical menu
  3. Click the “New service” button to start creating a new service
  4. Start the service creation process which is broken down in 5 steps

Step 1: Info - Determine the fundamental settings for the service

  • Fill out all fields required to create a new service such as
    • How should this service be used?
    • Division
    • Title
    • Appointment type
    • Service fee
    • Duration
  • Optional fields are
    • Booking buffer time
    • Booking threshold
    • Auto-assign provider
    • Auto-confirm appointment requests
    • Hide duration from clients on self-scheduling booking pages

Step 2: Users - Determine which staff will have access and be available for the service

  • Select providers who should be available for this service from the list of all providers in your organization

Step 3: Forms - Optional step to add intake forms to the service. Once the service is scheduled, the form(s) will be automatically assigned to the client

  • Select intake forms that clients who book this service will need to complete before they are able to join the appointment

Step 4: Matching - Optional step to determine the pathway on a booking page which will prompt clients to the service

  • Not applicable if the service you are creating is only used as Service template
  • For more information about this step, please refer to this article
  • Decide which booking page you would like the service to be available on
  • Once you have decided, select all applicable answers that a client on the self-scheduling pages would need to select in order for them to find the service
  • Please note that in order for the service to appear on the self-scheduling page(s), all matching questions asked on that page must be answered

Step 5: Confirmation - Review all details before making any update to the service

  • If you have made a mistake somewhere in the process, simply click “Back” to the specific step and update the detail there. Once you finish updating the detail, navigate to Confirmation step again and click on “Publish service” to make the service available as a booking page service and/or service template
  • Note that once the service is published, it will be available on the booking page and/or as a template and will need to be deleted if they are no longer relevant.


  • Updating “Division” in “Info” step might result in the re-selection of users, forms and matching answers due to the configurations of the division

  • Your progress will be saved as a draft if you exit out of the service creation flow after the “Info” stepUntitled (23).png

If you want to learn more about how you can manage services after creating them, please refer to this support article for more information.

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