Approving or rejecting a booking

Every online booking arrives as a request: the guest asks for a time, they do not book it outright. Until it is accepted, there is no confirmed appointment, and the request does not hold the time slot either: other guests can request the same time in the meantime, and whichever request you accept first gets it. By default you decide on every request; if you set automatic acceptance for a service, Bokko records the acceptance based on your rule — see the “Automatic acceptance per service” article. This article explains what happens after each action, for you and for the guest.

Deciding on a request

Requests wait on the dashboard’s Requests page, in the Awaiting decision section. Each card has three buttons.

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1. 11. Accept
2. 22. Decline
3. 33. Reschedule

Accepting

1. Click Accept.
2. The card asks Are you sure you want to accept? Click Yes, accept; Cancel takes you back to the buttons.

For a service with a deposit, the question also tells you that after accepting, the guest receives a payment link for the deposit.

Declining

1. Click Decline.
2. In the Decline request window you can add an internal note. Only your team sees it; the guest does not receive it.
3. Click Decline.

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1. 11. Internal note (optional)
2. 22. Decline

Proposing another time

1. Click Reschedule.
2. In the Reschedule window, set the proposed date and start time. With One more time you can propose up to 3 times.
3. Click Next: Bokko sends the proposal to the guest and shows Reschedule proposal sent.

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1. 11. One more time
2. 22. Next

After approval

• The guest receives an email with the confirmed time, service and location. The email links to the guest's own booking page, where they can cancel if needed (there is no direct cancel button in the email).
• The appointment is added to the calendar and, if Google Calendar sync is active, it is also pushed to the staff member's or business's connected calendar according to your current push mode.
• If reminders are enabled, Bokko sends them 24 hours and 2 hours before the appointment.
• For a service with a deposit, accepting starts the deposit request: the guest receives a payment link, and if they do not pay by the deadline, the booking is closed.

Accepting is refused if the requested time has already passed, falls outside opening hours, or a conflict appeared in the meantime (another booking, or the staff member's external calendar shows them busy). In that case, propose another time.

After rejection

• The guest receives an email saying the business could not take that time, with a button to choose a new time.
• The reason you enter when declining is an internal note — the guest does not receive it. On the Pro plan you can choose a pre-written decline email variant in the request details; it changes the intro of the email the guest receives.
• The request disappears from the pending list.

After proposing a different time

• Bokko sends the guest a proposal with up to 3 alternative times.
• If the guest picks one, the booking is confirmed.
• If the guest asks for a different time, the request goes back to Awaiting decision.
• If the guest rejects the proposal, the booking becomes Cancelled.
• You can withdraw the proposal with Retract proposal in the request details; the guest receives an email about the withdrawal.
• Group session attendees cannot be offered another time.

If you do not decide

A request waits for your decision until the requested time. If you have not decided by then, the system marks it Expired within about an hour after the requested time, and notifies the guest if the time passed within the last 48 hours.

Cancel an approved booking

1. Open the booking on the Appointments page or in the Calendar.
2. In the booking details, click Cancel booking.
3. When asked Are you sure you want to cancel this appointment?, click Cancel booking.
4. If email notifications are on, the guest receives an email about the cancellation.