Managing service bookings just got a whole lot easier! You can now fully edit both paid and unpaid service appointments without needing to cancel and recreate the booking. Whether your customer wants to add another service, change the assigned staff member, update add-ons, or apply a coupon after booking, you can make those changes seamlessly while keeping the booking, order, and payment information in sync.

This has been one of our most requested Services enhancements, and we're excited to finally bring it to you!

✨ What's New

Complete Booking Editing

• Edit both paid and unpaid service bookings.
• Add or remove services from an existing appointment.
• Add, update, or remove add-ons.
• Change the assigned staff member.
• Apply, update, or remove coupons.
• Update appointment details without recreating the booking.

Automatic Payment Reconciliation

• Every edit automatically recalculates the booking total.
• The appointment always reflects the latest payment status, including: Additional payment required, Fully paid and Refund due.
• If a refund is due, you can now process the refund directly from the appointment modal, making it quick and easy to settle payment differences without leaving the booking.
• If a refund has been initiated but is still being processed, editing will be temporarily disabled until the refund is completed. During this time, you can still reschedule the appointment if needed.
• This ensures payment records remain accurate while preventing conflicts during refund processing.

Smarter Order Management

• Every service booking continues to be linked to its associated order.
• When a booking is edited, the existing order is updated instead of creating a brand-new order.
• This keeps your order history clean while ensuring payments, services, and booking details always stay in sync.

📱 Mobile App Support

• Support for editing service bookings on the mobile app is complete and is scheduled to roll out during the week of July 20th.

⚙️ How to Use

1. Open an existing Service Booking.
2. Click Edit.
3. Make any required changes, including:

• Add or remove services
• Modify add-ons
• Change the assigned staff member
• Apply or remove coupons
• Update other booking details

4. Save your changes.
5. Review the updated payment status to see whether additional payment is required, the booking is fully paid, or a refund is due. If applicable, process the refund directly from the appointment modal.

💡 Why This Matters

• Edit bookings without canceling and recreating appointments.
• Easily accommodate customer requests after a booking has been made.
• Keep payments, orders, and appointment details synchronized automatically.
• Maintain a single order throughout the booking lifecycle for cleaner records and easier reconciliation.
• Save staff time while providing a more flexible experience for your customers.

What's new?

The Goal action now supports User Replied as a goal event. Workflows can now jump contacts directly to a goal when a team member replies to a conversation, making it easy to stop or redirect automations once human engagement has started.

How it works

Configure a Goal action and select User Replied as the goal event. When a user sends a reply through a supported conversation channel, the contact immediately skips ahead to the Goal step, bypassing any intermediate workflow actions. This allows your workflow to react instantly to team activity instead of continuing scheduled automation.

How to use it

1. Add a Goal action to your workflow.
2. Select User Replied as the goal event.
3. Configure the actions that should run after the Goal is reached.

Why we built it

Automated workflows should adapt when your team steps in. By supporting User Replied as a Goal event, you can prevent contacts from receiving unnecessary automated messages, reduce duplicate communication, and seamlessly transition from automation to human-led conversations.

Simple examples

• A lead is enrolled in a 7-day email nurture sequence. On Day 2, a sales representative replies to the lead's SMS. The workflow immediately reaches the User Replied goal, skips the remaining nurture emails, and moves the contact to the end of the sequence.
• A support workflow sends reminder messages while waiting for an agent to respond. As soon as a support agent replies, the contact reaches the User Replied goal, preventing any additional reminder messages from being sent.

Additional Notes

• The Goal is achieved only when a user sends a reply to the contact.
• Contacts immediately jump to the Goal step, skipping intermediate workflow actions.
• Ideal for ending nurture sequences, preventing duplicate messaging, and transitioning from automated to human conversations.

Preview

What's new?

The Goal action now supports User Replied as a goal event. Workflows can now jump contacts directly to a goal when a team member replies to a conversation, making it easy to stop or redirect automations once human engagement has started.

How it works

Configure a Goal action and select User Replied as the goal event. When a user sends a reply through a supported conversation channel, the contact immediately skips ahead to the Goal step, bypassing any intermediate workflow actions. This allows your workflow to react instantly to team activity instead of continuing scheduled automation.

How to use it

1. Add a Goal action to your workflow.
2. Select User Replied as the goal event.
3. Configure the actions that should run after the Goal is reached.

Why we built it

Automated workflows should adapt when your team steps in. By supporting User Replied as a Goal event, you can prevent contacts from receiving unnecessary automated messages, reduce duplicate communication, and seamlessly transition from automation to human-led conversations.

Simple examples

• A lead is enrolled in a 7-day email nurture sequence. On Day 2, a sales representative replies to the lead's SMS. The workflow immediately reaches the User Replied goal, skips the remaining nurture emails, and moves the contact to the end of the sequence.
• A support workflow sends reminder messages while waiting for an agent to respond. As soon as a support agent replies, the contact reaches the User Replied goal, preventing any additional reminder messages from being sent.

Additional Notes

• The Goal is achieved only when a user sends a reply to the contact.
• Contacts immediately jump to the Goal step, skipping intermediate workflow actions.
• Ideal for ending nurture sequences, preventing duplicate messaging, and transitioning from automated to human conversations.

Preview

What's new?

The Goal action now supports User Replied as a goal event. Workflows can now jump contacts directly to a goal when a team member replies to a conversation, making it easy to stop or redirect automations once human engagement has started.

How it works

Configure a Goal action and select User Replied as the goal event. When a user sends a reply through a supported conversation channel, the contact immediately skips ahead to the Goal step, bypassing any intermediate workflow actions. This allows your workflow to react instantly to team activity instead of continuing scheduled automation.

How to use it

1. Add a Goal action to your workflow.
2. Select User Replied as the goal event.
3. Configure the actions that should run after the Goal is reached.

Why we built it

Automated workflows should adapt when your team steps in. By supporting User Replied as a Goal event, you can prevent contacts from receiving unnecessary automated messages, reduce duplicate communication, and seamlessly transition from automation to human-led conversations.

Simple examples

• A lead is enrolled in a 7-day email nurture sequence. On Day 2, a sales representative replies to the lead's SMS. The workflow immediately reaches the User Replied goal, skips the remaining nurture emails, and moves the contact to the end of the sequence.
• A support workflow sends reminder messages while waiting for an agent to respond. As soon as a support agent replies, the contact reaches the User Replied goal, preventing any additional reminder messages from being sent.

Additional Notes

• The Goal is achieved only when a user sends a reply to the contact.
• Contacts immediately jump to the Goal step, skipping intermediate workflow actions.
• Ideal for ending nurture sequences, preventing duplicate messaging, and transitioning from automated to human conversations.

Preview

What's new?

The Goal action now supports User Replied as a goal event. Workflows can now jump contacts directly to a goal when a team member replies to a conversation, making it easy to stop or redirect automations once human engagement has started.

How it works

Configure a Goal action and select User Replied as the goal event. When a user sends a reply through a supported conversation channel, the contact immediately skips ahead to the Goal step, bypassing any intermediate workflow actions. This allows your workflow to react instantly to team activity instead of continuing scheduled automation.

How to use it

1. Add a Goal action to your workflow.
2. Select User Replied as the goal event.
3. Configure the actions that should run after the Goal is reached.

Why we built it

Automated workflows should adapt when your team steps in. By supporting User Replied as a Goal event, you can prevent contacts from receiving unnecessary automated messages, reduce duplicate communication, and seamlessly transition from automation to human-led conversations.

Simple examples

• A lead is enrolled in a 7-day email nurture sequence. On Day 2, a sales representative replies to the lead's SMS. The workflow immediately reaches the User Replied goal, skips the remaining nurture emails, and moves the contact to the end of the sequence.
• A support workflow sends reminder messages while waiting for an agent to respond. As soon as a support agent replies, the contact reaches the User Replied goal, preventing any additional reminder messages from being sent.

Additional Notes

• The Goal is achieved only when a user sends a reply to the contact.
• Contacts immediately jump to the Goal step, skipping intermediate workflow actions.
• Ideal for ending nurture sequences, preventing duplicate messaging, and transitioning from automated to human conversations.

Preview