Add a New Booking Status

Add a new booking status

This page list of contents:

  1. General booking statuses
  2. Booking status colors
  3. Actions that follow adding a new booking status 
  4. How are bookings statuses used in the customer portal?
  5. Adding a new booking status
  6. Edit booking status
  7. Delete booking status
  8. Disabling and enabling booking statuses

Booking statuses are used to help you manage your bookings throughout their lifetime; from the time a quote is generated, to the time a booking is scheduled, until the time it is completed.

Booking statuses help you have a clear oversight over the situation of your bookings, allowing you to have an organized workflow without losing track. This is not only helpful for admin users and fieldworkers, it can also be helpful for your customers, as it keeps everyone updated on the status and situation of their bookings throughout their lifetime.

Each booking in OctopusPro has a particular status at a certain point of time. In general, a booking can have several statuses throughout its lifetime. Some statuses can be changed by you manually, while others are set by the system automatically.

The behaviour of many features such as your Automated Emails, Forms & Checklists, and the Customer Portal is based on the status of your booking. The booking status will also affect how that appointment is treated when it comes to reminders and notifications.

OctopusPro gives you the opportunity to customize your own booking statuses. There are common statuses that are created by default for your account, but if you need to have custom statuses to help you better manage your bookings, you can add a new status, select a unique color for it, and customize other options available in the settings for the newly created status, so you can control the way it integrates into your workflow.

General booking statuses

The following list explains the general statuses created by default for your account which cover most of the general booking cycles.

QUOTED: All quotes and estimates created will have the Quoted status and will appear in the Quotes section. This includes all quotes generated by your admin users and fieldworkers, it also includes quotes generated by your customers directly through your customer portal. Once a quote has been converted to a booking of any status it will no longer be considered a quote and will no longer have the Quoted status, therefore it will not appear in your quotes lists. Quotes that have been converted to bookings can still be viewed from their related bookings.

TO DO: This status indicates that the booking is set and should take place on its scheduled dates, and that no work has been carried out as yet. This is the default status for all bookings scheduled by admin users and fieldworkers.

TO VISIT: This status indicates that an onsite visit is required before the work is to be scheduled. This is used when a fieldworker is required to visit the job site and assess the job in order to provide an on site quotation, or to confirm their ability to perform the required work.

TENTATIVE: This status indicates that the appointment slot is being tentatively reserved for your customer, but that it’s not a definite booking and further communication is required before it’s converted to the To Do status.
This status can be used when a client wants to make a booking but is unsure of the time/date, or when they need to confirm with another stakeholder regarding the booking. It can also be used when your admin users still need to discuss the job with your fieldworkers before finalizing the booking with your customer.

The Tentative status is also the initial default status for bookings created by your customers through your customer portal, but once these bookings are accepted by your admin users or fieldworkers then the status will be converted to To Do.

COMPLETED: This status indicates that all services scheduled in the booking have been successfully carried out and the job is complete, and is the final status in your booking workflow. Completed bookings appear in your reports under the Completed status.

FAILED: This status indicates that a fieldworker has attended at least one of the scheduled appointments and attempted to do the job but there were obstacles preventing them from successfully completing it, it can also be used when the customer no longer wants to proceed after your fieldworker has attended the appointment.

You can charge a call out fee for bookings that Fail, especially if they are mobile bookings or at your customer’s address. You can set the default value of your call out fee in your financial settings.

IN PROGRESS: This status indicates that a fieldworker has attended at least one of the appointments scheduled for the booking but has not yet completed the work listed on the job, and that at least one future appointment is scheduled before the job can be completed.

ON HOLD: This status indicates that the booking has been placed on hold for the time being and that it could be delayed for an unknown period of time. You can add a follow up date for bookings placed on hold to remind your admin users to follow up on them on specific dates, you can also send automated reminders to your customers on those dates.

You can view your list of On Hold bookings from under the All bookings listing page using the booking status filter. You can also view statistics regarding the bookings that are placed on hold in your Future Bookings dashboard under the Statistics tab in the main menu.

CANCELED: This status indicates that the booking has been cancelled and is no longer going ahead. You can charge a cancellation fee for bookings that get cancelled. You can set the default value of your cancellation fee in your financial settings.

  • Your admin users can cancel bookings at any time without restrictions. 
  • Your fieldworkers can cancel bookings if granted permission to update bookings to the Cancelled status. 
  • Your customers can cancel bookings through the confirmation and reminder emails, or using the customer portal if granted permission. You can grant your customers permission to cancel bookings directly and set up a minimum time required before a booking can be cancelled in your customer portal settings.

You can view Cancelled bookings from under the All bookings listing page using the booking status filter.

TO SCHEDULE: This status indicates that the customer has approved the quote and is ready to go ahead with the booking, but the booking has not been scheduled in, and that it still needs to be scheduled by an admin user or assigned fieldworker.

AWAITING UPDATE: This status indicates that a job status update is required from at least one of the assigned fieldworkers. This is a system status used when the system automatically converts the status of bookings to Awaiting Update once the scheduled start time has passed for any of their scheduled appointments. This includes bookings with status To Do, In Progress, To Visit, and any custom status which has the booking tracking process active in its settings. 

This status is used to prompt your fieldworkers to update the status of their bookings before the scheduled end time has passed, it will also assist your admin users in following up on current bookings if any fieldworkers don’t update their booking status on time. You can disable the automatic conversion of the booking status from your booking settings.

Booking status colors

Having a unique color for each booking status makes it easier for you to manage your appointments, as this helps you categorize your bookings visually and quickly identify at which stage in your workflow your bookings are in when viewing your calendar. All the default statuses in your account have unique colors added for them which you can’t change, but you can set unique colors for each custom status you create in your account.

Actions that follow adding a new booking status

Push to Google Calendar: Activate this flag if you want bookings which have the selected status to be pushed to the Google calendars of the assigned fieldworkers. This only works if the assigned fieldworkers have authorized you to sync with their Google calendars.

Delete from Google calendar: Activate this flag if you want bookings that have the selected status to be deleted from the Google calendars of the assigned fieldworkers when they are deleted from your OctopusPro account, or when you assign different fieldworkers to these bookings. This only works if the assigned fieldworkers have authorized you to sync with their Google calendars.

Include in the request customer feedback email: Activate this flag if you want bookings which have the selected status to be sent the “Request booking feedback from customer” automated email. By default, only bookings with status Completed are included in this email. 

The Feedback request email will be sent to the customer users in the following form:

Please note that you need to have the automated procedure active in your communications settings for the feedback emails to be automatically sent out from your account.

Allow generating invoices: Activate this flag if you want to be able to generate invoices for bookings with this status. By default, you can generate invoices for the following booking statuses: In Progress, Completed, Failed, To Do, Canceled, and On Hold. Once an invoice has been generated for a booking, you can only convert its booking status to statuses that can have invoices.

As follows you can see how admin users can generate an invoice from the booking view page, if the “Allow generating invoices” was enabled the invoice will be generated, if not, the system won’t give the admin user the permission to generate an invoice.

Display under current status in calendar: If you want bookings which have the selected status to display under the default Current status in your calendar then you should enable this flag. You will still be able to filter bookings by this status alone as well as see them under the Current status.

Activate booking tracking process: Activate this flag if you want the booking tracking process to include the selected booking status. The booking tracking process is a group of actions and reminders which appear to fieldworkers using the app on the days they have visits scheduled at your customer locations. This feature uses GPS tracking through the app to help ensure your fieldworkers arrive at their scheduled bookings on time, keeping your admin users informed about your fieldworkers’ locations from the moment they start heading to their bookings until they finish and leave their booking location. This process also keeps your admin users and customers informed when their fieldworkers are running late or when there are changes to their expected arrival times. 

You must ensure that the booking tracking process is active for your account for this to function. This can be activated from under your general settings tab in your booking settings.

Admin users can monitor the booking tracking process from the view booking page when the fieldworker takes the first action of the process, a second map will appear on the view booking page and the process will appear as a checklist with live tracking on the second map, all of that can happen if the “Activate booking tracking process” flag is activated for the booking status.

User roles that can see the selected status in their status list when creating bookings or updating booking status: When your admin users and fieldworkers update their booking status they are presented with a list of available statuses to select from, you can control which type of users can see the selected status in the booking status list by enabling/disabling the user role from the list below.

As follows is how admin users can see the status that has the previously mentioned action activated, admins can select the booking status when creating a new booking, or they can change the booking status for an existed booking by making the edit action

Creating forms and checklists for different statusesOctopusPro allows you to create forms & checklists for your admin users, fieldworkers and customers, and connect them with your bookings. You can create different forms to be displayed for different types of users on different occasions, you can also set up different forms and checklists for different booking statuses.

If you connect a form or checklists with a specific booking status, your form will be displayed to your specified users with the set of questions or checklists for them to complete when the booking status is converted to that connected booking status, this allows you to collect required information at this specific stage of your booking workflow. 

You can create your forms and checklists and connect them with your booking statuses and user roles from Settings > General Settings > Forms & Checklists.

Click here for more information about creating forms and checklists.

How are bookings statuses used in the customer portal?

When your customers book your services through your customer portal, the default booking status will always be set as Tentative, but once these bookings are accepted by your admin users or fieldworkers then the status will be converted to To Do.

Your customers can see the current status of their bookings from the view booking and booking listing pages in your customer portal. Your customers can’t change the status of their bookings, but they can cancel their bookings if granted permission, with some restrictions which you can set in your customer portal settings.

If you don’t want your customers to be able to view the status of their bookings, you can edit their credentials from your user roles settings under Settings > Company Settings > Users.

Adding a new booking status

If you need to create custom statuses to help you better manage your bookings, you can add new booking statuses by following the steps below:

  • Login to your Octopus Pro account, click here if you haven’t
  • From the left menu, click on Settings > General Settings > Booking Settings
  • Go to the Booking Statuses tab
  • Scroll down the page and click on the plus sign, the add a new status popup will appear
  • Insert the name of the booking status
  • Set the color of the booking status
  • Describe your new status in the description box to help your users understand its purpose
  • Activate the actions and configuration required for your new booking status so you can control the way it integrates into your workflow
  • Select which user roles can change the status, you can add a new user role from Settings > Company Settings > Users > Roles > Add User.
  • Finally, press the save button

Editing a booking status

If you need to further customize your booking statuses to help you better manage your bookings, you can edit your booking statuses by following the steps below:

  • Login to your Octopus Pro account, click here if you haven’t
  • From the left menu, click on Settings > General Settings > Booking Settings
  • Go to the Booking Statuses tab
  • Click on the edit icon next to the booking status you want to edit, the edit popup will appear
  • After making your changes, press the save button

Note: You can’t edit the description or the Actions of the default booking statuses, you only can choose the users that are allowed to change the booking status.

Deleting a booking status

If you have added custom booking statuses and later decide that they are no longer required, you can delete them by following the steps below:

  • Login to your OctopusPro admin account, click here if you haven’t
  • In the left menu, click on Settings > General Settings > Booking Settings
  • Press on the delete bin for the status that you want to delete

Note: You can’t delete booking statuses that have already been used, but you can disable them so they no longer appear in the booking status list. You also can’t delete any of the default statuses added to your account, but you can disable the non-core statuses if they are not required, like the Failed, On Hold, To Visit, To Schedule and Gift Card statuses.

Disabling and enabling booking statuses

There are some booking statuses that might not be required for all types of businesses, like the Failed, On Hold, To Visit, To Schedule or Gift Card statuses, you can disable those statuses if not needed, you can also disable any of the custom statuses which you have created in your account.

Please note that there are core system statuses that cannot be disabled or deleted as they are required as part of the general booking workflow.

For more information please visit Octopuspro user guide, and subscribe to our youtube channel.

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