Pencilled, confirmed and pinned visits

What each state means, which visits the diary may still move, and how to set when visits confirm and the customer is emailed.

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What it is#

Your diary plans ahead in pencil, then confirms visits as their day gets close. Each visit is in one of these states:

  • Pencilled in (not confirmed): placed by the diary. It may still move each time the diary plans, so it can make the best use of everyone's day. It has a dashed border.
  • Confirmed: the visit keeps its day and its team member. The diary stops moving it; only you can change it. It is a solid card.
  • Pinned: the visit's place is yours. Any visit you place or move by hand is pinned, and so is a visit of a service set to a fixed day or a fixed team member. The diary never moves a pinned visit. It shows a pin.

When to use it#

Set the confirm window once, to suit how much notice your customers and your team need. Pin a visit whenever you want it to stay exactly where it is.

How to do it#

  1. Go to Settings, under Customer emails.
  2. Under Confirm visits, choose A set number of days ahead or Weekly, on a set day.
  3. For a set number of days, set Confirm visits ahead, from 0 to 14 days. It is 4 unless you change it.
  4. For weekly, choose the day in Confirm the next seven days every. It is Sunday unless you change it.
  5. Tick Notify customer of visit by email if customers should be emailed when each visit is confirmed. It is off until you tick it.
  6. Press Save customer notifications.
  7. To pin a visit, drag it on the diary or place it with a chosen slot.

What your customer sees#

With the email switched on, the customer gets an email when their visit is confirmed. It gives the date and whether to expect you in the morning or the afternoon. It never gives a clock time. Pencilled visits are never emailed.

What happens next#

Each night the diary confirms pencilled visits that have reached the window and sends the emails. If you place a visit by hand outside the window, it is pencilled and pinned, then confirmed and emailed the usual number of days ahead. If you place it inside the window, it is confirmed at once.

The team member sees confirmed visits on their page, and is told by email when a visit today or tomorrow changes.

Good to know#

  • A window above 7 days means visits stop moving earlier, so the diary has less room to fit new work around them. The setting warns you.
  • A pencilled visit whose day has passed is confirmed where it stands, and confirmed visits before today are marked done.
  • In automatic mode ("Let the diary plan itself"), every due visit is pencilled first and confirmed the usual number of days ahead.
  • In self mode ("I place visits myself"), nothing is pencilled, confirmed or emailed until you place it. Every visit you place is pinned.
  • A customer with no email address cannot be emailed. The visit still confirms, and says so.

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