When a bid is submitted that indicates the therapist is “double booked” and therefore the system will not book it handsfree, it’s because there isn’t a 30 minute gap between appts (e.g., between the end of a previous appointment and the provider’s bid).
Look at the provider’s baseball card and bookings, and use Google Maps to see how far one appointment is from another.
1. If the appointments are very close, like 10-15 minutes, you can simply book the appointment.
2. If the 2 appts are further apart but the later booking had a time range, say of 8-10pm and the therapist is booked early on the time range, you can update the later booking to be slightly later, like at 8:30pm and then book the previous appt. You can be especially comfortable doing this if the therapist is prioritized for the appt they’re already booked on, and send a message to the customer saying “Hello x, because of a schedule change, we’ve updated your start time for your appointment today to have a slightly later start time, at 8:30pm instead of 8pm”
  1. This can be tricky to do when the already booked massage is a couples massages but can be done. If the appts are far in advance, and both therapists bid on a large time range in the original couples massage, you can often simply shift the time of the already booked massage, but in most cases, you may also have to ask the other therapist who is booked on the couples if they can shift their time
If they are further apart but the later booking did not have a time range, and was for a specific time, of say 8pm, or the booking was at the latest time in the range (like the range was 6-8pm and the booking was for 7:30), you can ask the therapist to reach out to the already booked customer. You can be especially comfortable doing this if the therapist is prioritized for the appt they’re already booked on. Send a message to the therapist saying “Hello x, we see you are replying to the request in [Sacramento] for 7pm, but you are already booked at 7pm with [prioritized customer]. Do you want to reach out to [customer] and see if they can start later?”
Sometimes, therapists will start appointments very early - if you see evidence of that in the baseball card history of their actions or in the previous appt (like it’s 7pm and they’ve already started and checked out of an appt for 8pm, and they’re bidding for 8:30pm) you can confirm the appt.

Employee Training | Bookings

Employee Training | Bookings