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Creating and managing bookings via Call Center

Use JRNI Call Center to align with your business processes and expand the ways in which your customers can schedule appointments with you, such as directly over the phone.

With our Call Center, you can assign staff the “Call Center” role and they will only have access to a dedicated page where they can easily create, reschedule or cancel bookings on behalf of the customer.

JRNI Call Centre page

With the Call Center, you can...

  • Create new bookings on behalf of the customer
  • Create new customers via the booking journey
  • Locate and view upcoming, past, and canceled bookings
  • Reschedule or cancel existing bookings
  • View and add notes to a booking
  • View and update the customer’s contact details

Call Center users

The dedicated Call Center page can only be accessed by those with the Call Center user role assigned. We typically advise that this user is created at the Parent (HQ) level, so that they are able to make/manage bookings across all available locations. Visit our guide on creating and managing user access to start setting these up.

Creating new bookings

Call Center users can create new bookings on behalf of the customer by following the steps below:

  1. Click the New Booking button from the top right.
  2. Search and select a company location.
  3. Choose a Service, Staff, and Duration from the dropdowns.
  4. Select a suitable date and time slot.
  5. Search for an existing customer, or create a new one.
  6. Click Continue to confirm the booking. You will then be presented with a confirmation page, where you can check the details that the customer would have received for the booking.

Time zones

When creating/editing bookings via Call Center, available time slots are shown using the time zone of the location associated with the booking. For example, if a Call Center user creates a booking, selects London as the location, the time slots displayed thereafter are displayed in London's time zone.

Availability via the Call Center

Bookings made via the Call Center are given the same availability options as bookings made the public customer journey. This is important to be aware of, as it can be different to what a staff or admin can see or book using the Studio admin journey.

Locating and updating existing bookings

Call Center users can search for bookings by entering the booking reference number, customer name, customer phone number or customer email. Search results are displayed in the context of a customer, showing their contact details, upcoming bookings, and booking history.

Locating a booking via JRNI Call Centre
Reschedule a booking
  1. Locate an existing booking via the search bar.
  2. Click the Modify button.
  3. Use the calendar icon or arrows to find a suitable date.
  4. Use the staff dropdown to view availability for “any staff” or a particular staff member.
  5. Click on the preferred “available” slot to select a specific time.
Booking date and time selection
  1. Optionally, uncheck “Send notification notification to customer”, if you don’t wish to automatically email the customer with notification of the change.
  2. Click the Move Booking button to complete the change.
Cancel a booking
  1. Locate an existing booking via the search bar.
  2. Click the Modify button.
  3. Click the Cancel button.
  4. Use the Cancel reason dropdown to select a predefined reason, or manually enter a reason via “other.”
  5. Optionally, uncheck “Send cancellation confirmation,” if you don’t wish to automatically email the customer with notification of the change.
  6. Click Cancel booking to complete change.
Booking cancellation screen
Add a note to a booking
  1. Locate an existing booking via the search bar.
  2. Click View notes.
  3. Enter a new note and click Save. Your note will only be visible on the booking internally (not publicly to customers).
Adding and viewing booking notes

Locating and updating a customer’s details

  1. Search for a customer (by name, email, or phone), or associated booking reference.
  2. Click the Edit button beneath the customer’s contact details.
  3. On the customer Details tab, scroll down and click Edit again.
  4. Make any necessary updates and click Save.
Editing a customer's details

Still have questions?

If you have any further questions about using the Call Center, please contact JRNI Customer Support, who will be happy to help.

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