Services

Build your business's service catalogue: what callers can book, how long it takes and how drop-off works.

Application › Services

Services are the appointment types callers can book with you, e.g. "Annual inspection e-bike, 60 min". You create them here once for the whole workspace, then assign them to the calendars that offer them. The list can be filtered by type (All, In-House, Drop-Off, No appointment) and sorted by name, duration or order.

Create Service

Click Create Service and fill in the fields:

Field	What you enter
Name	The service's name, e.g. "Inspection" or "Tire change".
Description	Optional, at most 300 characters; a counter shows where you are.
Duration	Appointment length in minutes. It replaces the calendar's default appointment length. For No appointment it is only an approximate duration, for the caller's information.
Service Type	In-House Appointment: the customer stays for the appointment. Drop-Off Service: the customer drops something off and picks it up later, e.g. a bike for repair. No appointment: the customer just comes by.

When you edit a service you also set its Status (Active / Inactive). Deleting a service removes it from all calendars too. You can't change the type while the service is assigned to a calendar; remove it there first.

On the call: The assistant only offers active services. It knows the description and answers from it. The chosen service's duration decides which times are free.

Use a template (optional)

At the top of the dialog a template fills in the form; you can adjust everything afterwards. Only templates you haven't added yet are listed. Which ones depends on the Industry preset under Business: Bike shop with workshop ranges from first and annual inspections (separately for bicycle, e-bike, S-Pedelec and cargo bike or tricycle) through brake service and motor diagnostics to Tyre inflation (no appointment). Without a preset you get general templates such as Assessment and Drop-off.

Drop-Off Policy

Only for Drop-Off Service. You set when the customer drops their item off:

On service day — on the appointment day, by the time under Drop off by
Day before — on the last open day before the appointment, by closing time
Either option — the day before by closing time, or on the appointment day by Drop off by

On the call: FlowCaptain works out the actual drop-off day from this, using the opening hours under Business and public holidays. The assistant never names a closed day or a time that has passed. If Day before is no longer possible because the booking comes in after closing time, the appointment day applies, by opening time. The assistant states the day on the call, and it appears in the SMS and on the confirmation page, e.g. "Please drop off on Friday 16/10 by 18:00." Without opening hours it just says "Drop off during opening hours."

No appointment

Services of the type No appointment, such as "Tyre inflation", are never bookable and belong to no calendar.

On the call: The assistant says callers can simply come by during opening hours and doesn't offer an appointment.

How the assistant picks a service

On the call: The assistant matches the caller's request to a service. It only commits when exactly one service fits. If several fit, such as "inspection" when there are annual inspections for bicycles and e-bikes, or the request is unclear, it asks. If several follow-up questions don't settle it, it offers a callback, provided Callback is switched on for the assistant.

If a caller names more than one service ("an inspection and new brake pads"), FlowCaptain books one appointment with the durations added up. If one of them is a drop-off service, the whole appointment counts as drop-off and the caller gets no fixed clock time. Anything the caller adds after the booking is confirmed becomes a second appointment.

Whether the caller must pick a service from the catalogue is set on the assistant under Require service selection, see Appointments & calendars.

Good to know

A service is only bookable once it is assigned to a calendar. You do that in the calendar, see Calendar services. A calendar only offers services of its type: in-house services in an in-house calendar, drop-off services in a drop-off calendar.
If a caller names no service, the calendar's default appointment length applies, see Schedule & availability.