Appointments
The diary shows every appointment, wherever it was booked: in ConnectWiz (the panel, the phone app, the website widget, Wiz or a flow) and — when a CRM such as Stella, or a booking platform such as Calendly, is connected — there, read live.
Every row says where it lives. A row from the CRM carries the CRM's name as a small badge, and its status is the CRM's own word for it.
Where to find them
| Place | Panel | Phone app |
|---|---|---|
| The whole diary | Appointments in the menu — month calendar or list | Menu → Appointments — day, week or the next 30 days |
| One person's appointments | The contact's Appointments tab | Tap the name at the top of a conversation → Appointments tab, or the contact's profile |
| What they bought and paid | The contact's Debts & payments tab | The same sheet → Payments tab, or the contact's profile |
On the phone, the diary can be filtered by staff, service and status. Tapping an appointment opens it: who, what, with whom, when, the status, notes, which diary it lives in, and a link to the contact and to the conversation it was booked from.
Booking a new appointment
Press New appointment (the + button on the phone, the button on the diary or on a contact's Appointments tab). Then:
- Customer — already filled in when you start from a contact or a conversation.
- Service — with its price, card price, the last price charged and its length, when the CRM publishes them.
- Staff — or Anyone.
- Day and time — only free times can be picked; taken ones are shown crossed out. If the diary cannot be asked right now, you can type a time; it is checked again when you save.
- Notes, then Book appointment.
The form tells you before you save where the appointment will be written:
- Into the CRM when your CRM accepts appointments from ConnectWiz. Every field the CRM takes is sent: the customer's CRM record, the day and time on the clinic's clock, the length, the staff member, the service and the notes. The customer must be matched to a CRM record first (on the contact's CRM card). Writing into the CRM needs the CRM write permission.
- Into the ConnectWiz diary otherwise, using your appointment types (Settings → Appointments).
If neither is possible, the form says why instead of showing empty fields.
What can be done to an appointment
| ConnectWiz appointment | CRM appointment | |
|---|---|---|
| Reschedule | ✓ (the old one is cancelled, a new one written) | — change it in the CRM |
| Cancel | ✓ | ✓ when the CRM accepts appointments from ConnectWiz — this deletes it in the CRM |
| Mark as no-show | ✓ | — |
| Set your own status word | ✓ (Settings → Appointments → statuses) | — |
When you cancel, Notify the customer is on by default: the customer gets a
message on their conversation — as text while the conversation allows it, or,
once a WhatsApp customer's 24-hour window has closed, as the approved
cancellation template you name under Settings → Appointments → Cancellation
notice (body variables {{name}}, {{date}}, {{time}}, {{service}}). If
neither is possible, the cancellation still goes through and you are told why
the customer was not notified. Cancelling a CRM appointment deletes it in the
CRM — you are asked to confirm that first.
Messages when an appointment changes
A new appointment used to be confirmed to the customer by e-mail only. With a flow you can confirm it on WhatsApp or by SMS the moment it is booked — and follow up when it is cancelled, moved or missed. Choose An appointment changes as a flow's trigger (see Flows); it fires for appointments in ConnectWiz, in your CRM and in Calendly alike. Start from a template offers three ready-made ones — Appointment confirmation, Appointment cancelled — offer a new time and Missed appointment — follow up — which arrive switched off and unpublished.
Reminders before an appointment are not a flow: set them under Settings → Reminders. A reminder checks the appointment again just before it is sent, so a customer is never reminded of an appointment that was cancelled in between.
Wiz and appointments
With Let the bot take bookings on (Settings → AI Assistant), Wiz books wherever your diary lives — the same choice the New appointment form makes:
- Into your CRM or Calendly, when it accepts appointments from ConnectWiz. Wiz offers the CRM's own free times for one day at a time. To protect your CRM's limits, Wiz asks the CRM for free times at most three times per conversation per day; answers are shared with the panel for a minute. If the diary cannot be asked, Wiz says so and offers a colleague — it never guesses a time or says a day is full.
- Into the ConnectWiz diary otherwise, from your appointment types.
In the CRM, the customer must already be matched to exactly one record; otherwise Wiz hands the booking to a colleague. In Calendly the booking is made with the customer's own e-mail address — the one on the contact, or one their channel proved. Wiz does not take an address typed into the chat; when the contact has none, it hands the booking to a colleague.
Wiz also needs the person's name and a way to reach them, books at most one appointment per reply and at most two upcoming ones per contact — see AI security baseline.
"When is my appointment?" Wiz can also tell a customer their own upcoming appointments, from both diaries — but only to someone whose channel proves who they are (the WhatsApp number, the e-mail address a reply goes to, a signed-in website visitor). An anonymous website visitor is told how to prove it instead.
Switching appointments off
Appointments are a feature of their own. A workspace that does not use them can switch them off under Settings → Features; the platform can also leave them out of a plan. When they are off, every appointment screen, tab and button disappears — on the panel and the phone — the website widget takes no bookings, Wiz cannot book, and flows cannot add a booking step.
Even when switched on, appointment screens only appear once there is a diary: an appointment type, an appointment, or a connected CRM that keeps one.