This article will cover all important terminologies about booking pages and services.

Booking pages and Matching

• Division: Divisions are used to group staff together by a shared characteristic. Typical examples include locations or types of service offered.

  • Note: Divisions are configured based on your needs by your Customer Success Manager

• Organization: Organization is a collection of divisions under the same account. For example, XYZ account has 2 locations, A and B. Their representation in OnCall will be XYZ organization and Location A division and Location B division.

  • This will be configured based on your need by your Customer Success Manager

• Booking page: A booking page is a customizable website where you can display all available services offered by your organization and allow your clients to request an appointment with your staff. Items that can be customized on this website.

  • Banner
  • Logo
  • Matching step
  • Services
  • Available providers
  • And more
  • Booking pages can be further customized to be division specific, or organization wise. Read below for more
    • Divisional level booking page: A divisional level booking page is where clients can find services unique to a specific division
    • Organization level booking page: Organizational level booking page is where clients can find all services in all divisions that belong to the organization

• Matching: This is a step in the service creation/ service editing flow where determine how services can be found on the booking page, based on the responses to your matching questions.

• Booking page setup progress: This is where you can monitor your matching progress. To ensure a service is fully established on a booking page, you must select at least one (1) response per available question. As you do, you’ll see this sidebar advance with your progress. When fully matched, the booking page(s) you selected will be green and marked complete.
  • Failure to indicate a response to each question will result in the service not being displayed on a booking page.
  • To ensure that the service is displayed on multiple booking pages, you must go through the question set on each booking page.
  • Please note that questions and responses can be shared across various booking pages. If you select one response on Booking Page A, which is re-used in Booking Page B and C, you will notice the sidebar progress for all three (3) booking pages

• Question: This is referring to the pre-configured questions that you want to display on your booking page when users first land on the page, so that they can be prompted to the correct service based on their given responses.
  • This will be configured based on your needs by your Customer Success Manager

• Available answers: This refers to the pre-configured multiple choice/ dropdown responses that users on the booking page can select to lead them to the correct service. During service creation, you will see these as a multiple choice list, where you can select as many valid answers to the question that you would like to pair to this service.

  • This will be configured based on your needs by your Customer Success Manager

• Question reused in X booking pages: If there are multiple booking pages in a division or organization, there is a chance that a question is reused across multiple booking pages. By knowing which booking page the current question is being used in, you can avoid setting up services that will be displayed on an undesired booking page

  • For example, on booking page 123, you have only 1 question “What type of service are you looking for” (ID 123). And on booking page 456, you have “What type of service are you looking for” (ID 123) and “What type of appointment are you looking for?” (ID 456). When creating a service that’s meant to show up on booking page 456, you add “Individual Therapy” as the response to “What type of service are you looking for?” and “Intake” as the response to “What type of appointment are you looking for?”. When checking on the booking pages, you will see the following
    • on booking page 456, when users select “Individual Therapy” and “Intake”, they will be prompted to this service
    • on booking page 123, when users select “Individual Therapy”, they will also be prompted to this service
  • This will be configured based on your need by your Customer Success Manager

• Answers are maintained from the original service due to shared questions: This is referring to previously selected responses that are associated with questions which are used in more than 1 booking page.

  • If you switch the associated division from Division A to Division B and both divisions share the question “Where are you located?”, when you navigate to Matching step, the responses that you previously selected will retain in the question. This is meant to save you configuration time and reduce duplicate work. You can select other responses if applicable.

Services

• Booking page service: A service that is available on a booking page to be selected and self-scheduled by a client
• Service template: A service that is used during manual appointment creation to easily and rapidly apply templated settings, including title, forms, type, duration, and fee.
• Hide duration from clients on self-schedule booking pages: If this option is enabled, the duration of a service will be hidden from clients on booking pages
• Booking buffer time: This time will be added onto the end of the appointment duration to give a buffer for providers. The added buffer will block patients from self-scheduling within that time
• Booking threshold: This will determine how far in advance a client can self-schedule this service via the booking page. Ex. If threshold is set to 2 hours, the latest a client can self-schedule a 6 PM appointment would be at 4 PM.
• Auto-assign provider: If this option is enabled, the system will automatically select an available provider. Patients will not need to make a provider selection when booking a service.
• Auto-confirm appointment requests: If this option is enabled, the system will automatically confirm and schedule an appointment. Otherwise, a coordinator or provider will need to manually confirm the appointment request.
• Users: This is a step in the service creation/ service editing flow where you can associate provider/coordinator users to the service that you are working with, so that these users will show up on the booking page after clients select the service or so that they can select the service when creating appointments manually via templates
• Forms: This is a step in the service creation/ service editing flow where you can associate intake forms to the service that you are working with, so that after clients book the service, the selected forms will be assigned to them automatically.
• Provider: A platform-wide user type that can is able to host all available appointment types (video, messaging, in-person, phone). This user type may have limited platform configuration permissions compared to coordinators.
• Coordinator: A platform-wide user type that is used to typically manage providers and other various administrative tasks. This user type may only schedule a messaging appointment.
• Participant form: A type of form on the platform that can be viewed and completed by all user types, including clients or staff.
• Internal form: A type of form on the platform that can only be viewed and completed by provider and coordinator user types. These forms are typically used for sensitive, internal information that is desired to be kept hidden from the clients.
• Mandatory (form requirement): A setting on the form level that ensures the client completes the form before accessing other parts of the platform. Clients will not be able to skip these forms prior to joining an appointment.
• Optional (form requirement): A setting on the form level that allows users to skip and bypass the form so they can access other parts of the platform.
• Staff & Client (form signatures): A form level signature requirement where both the staff signature and client signature are required and collected before marking a form as completed.
• Staff only (form signatures): A form level signature requirement where only the staff signature is required and collected before marking a form as completed.
• Client only (form signatures): A form level signature requirement where only the client signature is required and collected before marking a form as completed.
• • (form signatures): This refers to a type of signature requirement, this means the form doesn’t require any signature
• Service group: This refers to a group of services that shared a common characteristic. Typical examples of a service group are same service type (Individual Therapy) with different duration and price offerings, or same service type with different modalities (video, phone, in-person)
  • This will be configured based on your needs by your Customer Success Manager
• Advanced features: This refers to features that cannot be configured by you and will require assistance from your Customer Success Manager
  • Custom message announcement
  • Force availability
  • Location
  • Localized name
  • Subscription plan