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Bookings & Payments

Skaala’s booking system lets your AI receptionist schedule appointments and collect payments automatically. This guide explains how it all works.

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How Bookings Work

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The Customer Experience

When someone calls your Skaala number and wants to book an appointment:
1

AI Checks Availability

Your AI looks at your calendar in real-time and tells the caller which time slots are open
2

Customer Chooses Time

Caller picks their preferred date and time
3

AI Collects Information

Gets name, phone, email, and any special requests
4

Payment (if enabled)

If you require payment, AI securely collects payment information
5

Confirmation

Customer gets instant confirmation via SMS and email

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Behind the Scenes

What happens after the booking:
  1. Calendar Updated: Booking appears in your dashboard instantly
  2. Time Slot Blocked: That time is no longer offered to other callers
  3. Customer Added: Contact is created or updated in your CRM
  4. Notifications Sent: You and the customer both get confirmation
  5. Payment Processed: If payment required, funds are secured immediately
Real-Time Sync: If you manually add a booking in your dashboard, the AI immediately knows about it and won’t double-book that slot.

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Booking Configuration

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Service Setup

Each service you offer needs to be configured with: Required Information:
  • Service name (e.g., “60-Minute Massage”, “Haircut & Styling”)
  • Duration (how long it takes)
  • Price (can be free if you don’t charge)
  • Description (helps AI explain it to customers)
Optional Settings:
  • Buffer time before/after (e.g., 15 minutes between appointments)
  • Specific availability (only certain days/times)
  • Maximum bookings per day
  • Requires deposit vs. full payment

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Calendar Rules

Control when bookings can be made:
Minimum: Prevent last-minute bookings (e.g., “must book at least 2 hours ahead”)Maximum: Limit how far in advance (e.g., “can only book up to 3 months out”)Why this matters: Gives you time to prepare and prevents booking conflicts
Set when each service is available:
  • Regular business hours
  • Specific days only (e.g., “Spa treatments only on weekdays”)
  • Seasonal variations
Example: “Haircuts available Mon-Sat 9am-6pm, but premium color services only Tue-Thu”
Control booking limits:
  • Maximum appointments per day
  • Maximum simultaneous bookings (if you have multiple staff)
  • Block off time for breaks, lunch, admin work
Let AI optimize your calendar:
  • Group similar services together
  • Minimize gaps between appointments
  • Prefer back-to-back bookings or spaced out (your choice)

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Payment Processing with Stripe

If you want to collect payments when customers book, you’ll use Stripe - a secure, trusted payment platform used by millions of businesses worldwide.

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What is Stripe Express?

Think of it like this: Stripe Express is your own mini payment processor, connected to your bank account. When customers pay, money goes through Stripe and directly to your bank. Why Stripe Express?
  • ✅ You keep control: Funds go to YOUR bank account
  • ✅ Fast payouts: Money available in 2-7 business days
  • ✅ Customer trust: They see payments are processed by Stripe (secure & familiar)
  • ✅ No middleman: Skaala never touches your money

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Setting Up Stripe (5-Minute Process)

1

Connect from Dashboard

Go to Settings → Payments → “Connect Stripe”
2

Create Stripe Account

If you don’t have one, create a free Stripe Express account:
  • Business info (name, type, address)
  • Bank account details (for payouts)
  • ID verification (required by law)
3

Configure Payment Settings

Choose your preferences:
  • When to charge (booking time vs. later)
  • Refund policy
  • Deposit vs. full payment
4

Test It

Make a test booking to ensure everything works
Important: Stripe requires business verification for legal/security reasons. Have your business registration info and bank account number ready.

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Payment Options

You have several ways to collect payment:

Full Payment at Booking

Best for: Services where no-shows are costlyCustomer pays entire amount when they book. Booking is guaranteed.

Deposit Only

Best for: High-value servicesCustomer pays partial amount (e.g., 20-50%) to secure booking. Pay rest in person.

Pay in Person

Best for: Building trust with new customersNo payment required to book. Customer pays when they arrive. Higher no-show risk.

Mixed Approach

Best for: Multiple service typesRequire payment for some services, allow pay-in-person for others.

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Payment Flow (What Customers Experience)

During the Call:
  1. AI mentions the price: “This service is 450 kr”
  2. If payment required, AI asks: “Would you like to pay now to confirm your booking?”
  3. Customer says yes → AI sends a secure payment link via SMS
  4. Customer clicks link, enters card info on Stripe’s secure page
  5. Payment processed → Booking confirmed instantly
Alternatively:
  • AI can take card details over the phone (if you enable this)
  • Customer can pay later via link in confirmation email
Security Note: Skaala and your AI never see or store card numbers. All payment info goes directly to Stripe’s secure servers.

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Managing Payments in Your Dashboard

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Payment Status Tracking

Each booking shows payment status:
  • ✅ Paid: Payment received, booking secured
  • ⏳ Pending: Payment link sent but not completed
  • 💰 Deposit Paid: Partial payment received
  • 📍 Pay in Person: No advance payment required
  • ❌ Refunded: Payment was returned to customer

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Refunds & Cancellations

If customer needs to cancel:
1

Go to Booking Details

Find the booking in your dashboard
2

Click 'Cancel Booking'

Choose cancellation reason
3

Choose Refund Option

  • Full refund: Return entire payment
  • Partial refund: Keep cancellation fee
  • No refund: Per your policy
4

Process Refund

Refund appears in customer’s account in 5-10 business days
Refund Policy: Clearly state your cancellation and refund policy. AI can mention it during booking: “Please note we have a 24-hour cancellation policy.”

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Financial Reports

Track your revenue in Analytics → Financial Reports:
  • Total bookings value
  • Payments received vs. pending
  • Refunds issued
  • Revenue by service type
  • Revenue by day/week/month
Export Options:
  • Download as CSV for accounting software
  • Automatic monthly reports via email
  • Integration with accounting tools (via Zapier)

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Advanced Booking Features

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Variable Pricing

Charge different rates based on:
  • Time of day: Higher rates for peak hours
  • Day of week: Weekend premium pricing
  • Season: Summer vs. winter rates
  • Duration: Discounts for longer sessions
Example: 
Standard Massage (60 min): 500 kr
Extended Massage (90 min): 650 kr (save 100 kr!)
Weekend Massage (60 min): 600 kr

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Packages & Bundles

Sell multi-session packages:
  • “Buy 5 sessions, get 6th free”
  • “Monthly unlimited pass”
  • “Package of 10 sessions at discounted rate”
AI can explain packages during calls and book package sessions.

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Add-Ons & Upgrades

Let customers enhance their booking:
  • “Add aromatherapy for +50 kr”
  • “Upgrade to premium products”
  • “Include after-care kit”
AI asks about add-ons naturally during booking.

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Group Bookings

Accept bookings for multiple people:
  • “Book 2 spa treatments at the same time”
  • “Reserve time for me and 3 friends”
  • AI handles group pricing and scheduling

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Booking Rules & Policies

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No-Show Prevention

Reduce no-shows with these strategies:

Require Payment

Customers who pay upfront rarely miss appointments

Reminder Messages

Automatic SMS/email 24 hours before appointment

Easy Rescheduling

Let customers change time via link (avoids no-shows)

No-Show Fees

Charge penalty if payment was required but customer didn’t show

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Cancellation Policy

Set clear rules:
  • Free cancellation: Up to X hours before appointment
  • Cancellation fee: If cancelled within X hours
  • No refund: If customer simply doesn’t show up
Example Policy: 
"Free cancellation up to 24 hours before your appointment.
Cancellations within 24 hours: 50% charge.
No-shows: Full charge."
AI automatically mentions this when taking bookings.

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Integration with External Systems

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Calendar Sync

Connect your existing calendar:
  • Google Calendar
  • Outlook Calendar
  • Apple Calendar
  • iCal-compatible systems
Two-way sync means:
  • Skaala bookings appear in your calendar
  • Events in your calendar block off time in Skaala
  • No double-bookings, ever

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External Booking Systems

Already have a booking system? Integrate it:
  • Skaala can check availability via API
  • AI books directly in your existing system
  • All your current workflows stay the same
Supported platforms:
  • Bokadirekt
  • Timely
  • Acuity Scheduling
  • Custom systems via API

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Point-of-Sale Integration

If you have a POS system:
  • Sync pricing from your POS to Skaala
  • Export Skaala bookings to your POS
  • Unified reporting across all channels

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Best Practices

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For Maximum Bookings

Don’t overwhelm customers with too many options. Limit to 3-5 main services with clear descriptions.
More available slots = more bookings. Consider extended hours or weekend availability.
Offer multiple payment options. Some customers prefer pay-in-person, others want to pay upfront.
No hidden fees or surprises. AI should state the exact price before booking.

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For Smooth Operations

Add 10-15 minutes between appointments for cleanup, setup, or running late.
Don’t overbook by underestimating how long services take. Include customer greeting/checkout time.
Mark lunch breaks, meetings, and personal appointments in your calendar.
Weekly review: Which services are popular? Which time slots never book? Adjust accordingly.

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Troubleshooting Common Issues

Cause: Usually external calendar not syncing properly.Solution: Re-authorize calendar connection in Settings → Integrations.
Timeline: Refunds take 5-10 business days to appear.Check: Look in Stripe dashboard to confirm refund was processed.
Check: Service pricing in Settings → Services.Solution: Update prices, AI uses latest info immediately.

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Need Help?

Payment Setup Support

Get help connecting Stripe or troubleshooting payments

API Documentation

Technical details for custom booking integrations