> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skaala.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Bookings & Payments

> How the booking system and payment processing work

# Bookings & Payments

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

## How Bookings Work

### The Customer Experience

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

<Steps>
  <Step title="AI Checks Availability">
    Your AI looks at your calendar in real-time and tells the caller which time slots are open
  </Step>

  <Step title="Customer Chooses Time">
    Caller picks their preferred date and time
  </Step>

  <Step title="AI Collects Information">
    Gets name, phone, email, and any special requests
  </Step>

  <Step title="Payment (if enabled)">
    If you require payment, AI securely collects payment information
  </Step>

  <Step title="Confirmation">
    Customer gets instant confirmation via SMS and email
  </Step>
</Steps>

### 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

<Info>
  **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.
</Info>

***

## Booking Configuration

### 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

### Calendar Rules

Control when bookings can be made:

<AccordionGroup>
  <Accordion title="Advance Notice">
    **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
  </Accordion>

  <Accordion title="Availability Windows">
    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"
  </Accordion>

  <Accordion title="Capacity Management">
    Control booking limits:

    * Maximum appointments per day
    * Maximum simultaneous bookings (if you have multiple staff)
    * Block off time for breaks, lunch, admin work
  </Accordion>

  <Accordion title="Smart Scheduling">
    Let AI optimize your calendar:

    * Group similar services together
    * Minimize gaps between appointments
    * Prefer back-to-back bookings or spaced out (your choice)
  </Accordion>
</AccordionGroup>

***

## 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.

### 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

### Setting Up Stripe (5-Minute Process)

<Steps>
  <Step title="Connect from Dashboard">
    Go to Settings → Payments → "Connect Stripe"
  </Step>

  <Step title="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)
  </Step>

  <Step title="Configure Payment Settings">
    Choose your preferences:

    * When to charge (booking time vs. later)
    * Refund policy
    * Deposit vs. full payment
  </Step>

  <Step title="Test It">
    Make a test booking to ensure everything works
  </Step>
</Steps>

<Warning>
  **Important**: Stripe requires business verification for legal/security reasons. Have your business registration info and bank account number ready.
</Warning>

### Payment Options

You have several ways to collect payment:

<CardGroup cols={2}>
  <Card title="Full Payment at Booking" icon="credit-card">
    **Best for**: Services where no-shows are costly

    Customer pays entire amount when they book. Booking is guaranteed.
  </Card>

  <Card title="Deposit Only" icon="coins">
    **Best for**: High-value services

    Customer pays partial amount (e.g., 20-50%) to secure booking. Pay rest in person.
  </Card>

  <Card title="Pay in Person" icon="building-columns">
    **Best for**: Building trust with new customers

    No payment required to book. Customer pays when they arrive. Higher no-show risk.
  </Card>

  <Card title="Mixed Approach" icon="split">
    **Best for**: Multiple service types

    Require payment for some services, allow pay-in-person for others.
  </Card>
</CardGroup>

### 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

<Tip>
  **Security Note**: Skaala and your AI never see or store card numbers. All payment info goes directly to Stripe's secure servers.
</Tip>

***

## Managing Payments in Your Dashboard

### 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

### Refunds & Cancellations

**If customer needs to cancel:**

<Steps>
  <Step title="Go to Booking Details">
    Find the booking in your dashboard
  </Step>

  <Step title="Click 'Cancel Booking'">
    Choose cancellation reason
  </Step>

  <Step title="Choose Refund Option">
    * **Full refund**: Return entire payment
    * **Partial refund**: Keep cancellation fee
    * **No refund**: Per your policy
  </Step>

  <Step title="Process Refund">
    Refund appears in customer's account in 5-10 business days
  </Step>
</Steps>

<Warning>
  **Refund Policy**: Clearly state your cancellation and refund policy. AI can mention it during booking: "Please note we have a 24-hour cancellation policy."
</Warning>

### 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)

***

## Advanced Booking Features

### 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
```

### 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.

### 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.

### 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

***

## Booking Rules & Policies

### No-Show Prevention

Reduce no-shows with these strategies:

<CardGroup cols={2}>
  <Card title="Require Payment">
    Customers who pay upfront rarely miss appointments
  </Card>

  <Card title="Reminder Messages">
    Automatic SMS/email 24 hours before appointment
  </Card>

  <Card title="Easy Rescheduling">
    Let customers change time via link (avoids no-shows)
  </Card>

  <Card title="No-Show Fees">
    Charge penalty if payment was required but customer didn't show
  </Card>
</CardGroup>

### 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.

***

## Integration with External Systems

### 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

### 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

### 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

***

## Best Practices

### For Maximum Bookings

<AccordionGroup>
  <Accordion title="Keep It Simple">
    Don't overwhelm customers with too many options. Limit to 3-5 main services with clear descriptions.
  </Accordion>

  <Accordion title="Flexible Availability">
    More available slots = more bookings. Consider extended hours or weekend availability.
  </Accordion>

  <Accordion title="Easy Payment">
    Offer multiple payment options. Some customers prefer pay-in-person, others want to pay upfront.
  </Accordion>

  <Accordion title="Clear Pricing">
    No hidden fees or surprises. AI should state the exact price before booking.
  </Accordion>
</AccordionGroup>

### For Smooth Operations

<AccordionGroup>
  <Accordion title="Buffer Time">
    Add 10-15 minutes between appointments for cleanup, setup, or running late.
  </Accordion>

  <Accordion title="Realistic Durations">
    Don't overbook by underestimating how long services take. Include customer greeting/checkout time.
  </Accordion>

  <Accordion title="Block Personal Time">
    Mark lunch breaks, meetings, and personal appointments in your calendar.
  </Accordion>

  <Accordion title="Regular Review">
    Weekly review: Which services are popular? Which time slots never book? Adjust accordingly.
  </Accordion>
</AccordionGroup>

***

## Troubleshooting Common Issues

<AccordionGroup>
  <Accordion title="Customer says payment link didn't work">
    **Check**: Is their phone number correct? Payment link sent via SMS.

    **Solution**: Resend link from booking details, or send via email instead.
  </Accordion>

  <Accordion title="Double-booking happened">
    **Cause**: Usually external calendar not syncing properly.

    **Solution**: Re-authorize calendar connection in Settings → Integrations.
  </Accordion>

  <Accordion title="Refund not showing up for customer">
    **Timeline**: Refunds take 5-10 business days to appear.

    **Check**: Look in Stripe dashboard to confirm refund was processed.
  </Accordion>

  <Accordion title="AI offering wrong prices">
    **Check**: Service pricing in Settings → Services.

    **Solution**: Update prices, AI uses latest info immediately.
  </Accordion>
</AccordionGroup>

***

## Need Help?

<CardGroup cols={2}>
  <Card title="Payment Setup Support" icon="headset" href="https://www.skaala.ai/en/contact">
    Get help connecting Stripe or troubleshooting payments
  </Card>

  <Card title="API Documentation" icon="code" href="/api-reference/bookings/create-bookings">
    Technical details for custom booking integrations
  </Card>
</CardGroup>