Using JRNI
Appointments
Creating and managing bookings via Call Center
Personal Booking Links
Locating bookings and customers
Resolving conflicting shift patterns
Locations overview
Creating pre and post appointment questions
Changing the staff member or resource on an upcoming booking
Adding attendees to existing and upcoming bookings
Rescheduling and canceling bookings
Blocking out time on the calendar
Creating appointment bookings
Calendar overview
Parent and Child level overview
Using Check In for appointments
Staff
Editing and removing staff members
Configuring availability by method
Creating staff members
Creating and managing staff availability
Creating availability for multi-location staff
Services
Creating and editing Services
Private services
Categories
Configuring the reservation workflow
Creating service schedules
Resources
Analytics
All Dashboards
Using the Capacity Dashboard
Using the Basic Dashboard
Using the Event Dashboard
Using the Conversion Dashboard
Using the HQ Dashboard
Using the Appointment Dashboard
Using the lead time dashboard
Insight Hub *New*
Creating dashboards
Creating Your First Dashboard - Format Tab Section Overview
Creating Your First Dashboard - Simple Steps
Creating Your First Dashboard - Interactive Elements Overview
Creating Your First Dashboard - Chart Components Overview
Creating Your First Dashboard - Data Tab Overview
Features
The new jrni Insight Hub
Creating your own Reports
Analytics overview
Google Analytics - New Customer Journeys
Setting up KPI targets and alerts
Drilling down into your data
Using Table Calculations
Filtering Dashboard and Report data
Creating and modifying a Dashboard
Sending, scheduling, and downloading Reports/Dashboards
Exploring the library of Dashboards and Reports
Booking journeys
Multi Service Journeys (Appointments)
How to use iframes
How to deeplink into booking journeys
Direct Links
*New* Journey builder
*New* Customer Journeys
Customer Journeys
Appointment automation
Queuing
Overview of the Concierge page
Setting up a virtual queue
Overview of JRNI Virtual Queuing
Setting up and managing a display board
Managing live queues via the Concierge page
How customers can join a live queue
Events
Events setup and config
Event journeys
Events Staff Experience
Events Bulk Import
*New* Event landing page builder
Branding
Business info
How to translate your content
Account Settings & Administration
Understanding user roles and permissions
How to reset or update your JRNI password
Creating and managing user access
Connectors & API
Calendar
Video
CRM
Salesforce
Guide to Salesforce Integration with JRNI
Add BookingBug updates to Chatter
Set up a booking journey in Salesforce
Manage user permissions and profiles
Use Studio inside Salesforce
Standard and Custom object mapping
Link JRNI staff to Salesforce users
Map customers, appointments and events
Set up the data sync
Integrating with Yext for JRNI Appointments
Release notes
V8.10 - V8.11 (March 2025)
V8.8 - V.8.9 (February 2025)
V8.6 - V8.7 (January 2025)
V8.30 -V8.40 (November 2024)
V8.50 (December 2024)
V8.20 (October 2024)
V8.00-V8.10 (September 2024)
V7.55-V7.57 (August 2024)
V7.54 - V7.55 (July 2024)
V7.52-V7.53 (June 2024)
V7.49-V.51(May 2024)
V.7.47-V.7.48 (April 2024)
V.7.46 - V7.47 (March 2024)
V.7.45 (February 2024)
V7.42 - V.7.44 (January 2024)
V7.41.0 (Dec 14 2023)
V7.40.0 (December 11 2023)
V7.39.0 (December 1 2023)
V7.38.0 (November 20 2023)
V7.37.0 (Nov 7 2023)
V7.36.0 (Oct 30 2023)
V7.35.0 (Oct 18 2023)
V7.34.0 (Oct 13 2023)
V7.33.0 (Sep 28 2023)
V7.32.0 (Sep 28 2023)
V7.31.0 (Sep 20 2023)
V7.30.0 (Sep 20 2023)
V7.29.0 (Sep 7 2023)
V7.28.0 (Aug 29 2023)
V7.27.0 (Aug 29 2023)
V7.26.0 (Aug 20 2023)
V7.25.0 (Aug 9 2023)
V7.24.0 (Aug 9 2023)
V7.23.0 (July 31 2023)
V7.22.0 (July 24 2023)
V7.21.0 (July 18 2023)
V7.20.0 (July 5 2023)
V7.19.0 (June 29 2023)
V7.18.0 (June 26 2023)
V7.17.0 (June 14 2023)
V7.1.0 (March 6 2023)
V7.2.0 (March 8 2023)
V7.0.0 (February 9 2023)
V7.16.0 (June 8 2023)
V7.15.0 (June 1 2023)
V7.14.0 (June 7 2022)
V7.11.0 (April 24 2023)
V7.10.0 (April 20 2023)
V7.9.0 (April 12 2023)
V7.8.0 (April 5 2023)
V7.7.0 (March 30 2023)
V7.6.0 (March 29 2023)
V7.5.1 (March 20 2023)
V7.5.0 (March 16 2023)
V7.4.0 (March 11 2023)
V7.3.0 (March 9 2023)
- All Categories
- Using JRNI
- Booking journeys
- *New* Customer Journeys
*New* Customer Journeys
Updated
by Lorena
In this guide, we introduce you to our new customer journeys and explain how your customers will be led through the booking process, and share some insights into how staff can configure the experience.
The new Customer Journey
Booking an appointment
To book an appointment, customers will go through the following these steps:
- Select a service (categories can be used to group services). There are different display options for services that can be configured in the Journey Builder. Long service descriptions can be viewed in a modal. By default service name, duration and description are displayed.
- Select a location, either by searching for a location name, town, or postcode or by selecting the "Use my current location" button. Branch opening hours per location can be shown or hidden from the location tiles in the journey builder. By default, customers will see the location name, distance, address and phone number (if available).

- Choose a time and date on the calendar step. Customers can change the timezone in which they want the view the available timeslots.

- Enter your personal details (First and last name, email address, mobile phone number), optionally add additional attendees, answer any additional booking or customer questions (if they were set up for the service in Studio), and agree to the data protection policy (text can be fully customized in the journey builder).

- Confirmation. The info shown on this step are:
- Booking Reference number
- Service name and duration
- Method (in person, phone, or video)
- Date and time of appointment
- Branch location (the address is removed for phone or video appointments)
- Customer details (Name, email, phone)
- Additional attendees
- Staff name
- Link to map of the branch location

From the confirmation screen, the customer can Reschedule their appointment, add it to their calendar (Google, Outlook,iCal), join video appointments or cancel the appointment (if the settings in Studio allow for it).
Appointment availability
The appointment availability that customers see is determined by two things:
- Staff schedules: Schedules are created and amended within Studio. If you would like more information on creating staff schedules, refer to the Creating and managing staff availability article.
- Time slots: The time slots that customers see (e.g., 9:20, 9:40; 10:00) are calculated based on your timestep settings, a service creation setting. More information can be found on this in the Creating and editing services article.
Notifications
Depending on the settings of your store/branch, upon confirmation customers may receive confirmation via SMS or email also. This helps the customer to keep a copy of their confirmation should they need it to remember the time, date and location.
Notification settings can be amended within Studio if you navigate to Settings > Basic Settings > Notifications.
Supported languages
See the list of languages that we currently support below, new languages can be added upon request.
- English UK
- English US
- English HK
- English AU
- English China
- French France
- French Canada
Related articles
- Journey Builder
- Branding Theme Builder
- Creating and managing staff availability
- Creating and editing services
- Categories
Still have questions?
If you have any further questions about the new customer booking journey, please contact JRNI Customer Support, who will be happy to help.