The booking flow overview#
Customers book a service on your business's public booking page by choosing a time. A service time booked with a provider is an appointment. One booked with no provider, such as a court, is a court booking. The process guides them through selecting a service, choosing how many people are coming when the service allows more than one, choosing a place or resource when configured, and picking a time from several days shown side by side.
Your booking page URL#
Your public booking page is located at:
https://www.naayya.com/s/<business-slug>/appointmentsThe business can share this public booking page with customers.
By default, the tab that lists your services is called Appointments when every service has a provider, the plural of the resource, such as Courts, when none has, and Book when some do and some do not, or when the resources are of different types. An owner can rename storefront tabs in Admin > Settings > Storefront, so customers may see another name. Help uses the standard words.
Step 1: Select a service#
Customers start by browsing your available services:
- Customer visits your business's booking page
- Services display with name, description, duration, and pricing
- Customer clicks on a service to start booking
Only services that are available for booking appear to customers. Availability can depend on the service, provider, resource, and booking settings.
Choose how many people#
If the service allows more than one person per booking, the booking page asks How many people? Customers choose a number from the service's fewest to its most people. The price shown is the price for each person. Services that take one person skip this question. See Book for several people.
Step 2: Choose a place or resource (optional)#
If the service is configured with customer-selectable resources:
- Customer sees the list of selectable resources for that service
- They choose exactly one place, court, lane, room, or other resource
- The booking flow uses that selection when calculating available times
If the service does not use customer-selectable resources, this step is skipped entirely.
Step 3: Choose a time#
Customers pick a time directly. Several days show side by side, five on a computer and three on a phone, with each day's free times listed underneath:
- Customer sees each day with its free start times
- Arrows show earlier or later days
- Customer picks a time in one click
When customers open a service without a chosen date, the first available day opens automatically. If they follow a link to a date with no free times, that date stays on screen and Next available shows the next date they can try. Opening a date never selects or holds a time.
If your business page also has a services tab, Schedule links to it with that tab's call to action, such as Book appointments or Book a court, and keeps the customer's chosen date. Schedule continues to show classes and other dated sessions.
Each day shows its first six times. Show more times lists the rest. The days follow the business's booking horizon. Customers cannot book beyond the available booking window.
Times follow the service's availability and booking settings: provider availability for provider-based services, required resources, and any customer-selected resource. Times that are no longer available are not shown. For a group, only times the whole group can take appear. The group shares one appointment, so the provider's time and any room or court are taken once.
Choose a provider (optional)#
By default, the times shown are for anyone free. If the service lets customers choose a provider and has more than one, a row of choices appears above the times: Anyone, then each provider's photo and first name. Choosing a provider narrows the times to that person.
When a customer picks a time with Anyone, the booking is made with a provider who is free at that time. A service with only one provider shows no provider choice. If provider selection is disabled, no choice appears and Naayya assigns an available provider.
On a members-only service, times the customer's membership cannot book are greyed out and struck through instead of failing when they select them. For a signed-in member, hovering over such a time says why, for example "Opens" with the date when it is beyond their own booking window, or "After membership ends". See Members-only services.
Step 4: Hold timer#
After a signed-in customer selects a time:
- The slot is temporarily held for them
- A countdown timer shows how long the hold lasts
- They must complete checkout before the hold expires
If the customer is not signed in, Naayya redirects them to login before holding the slot and returns them to the booking flow. If the hold expires before the customer starts paying by card, the slot becomes available to other customers. Hold duration is configured in your appointment settings.
When the customer pays by card#
Once the customer starts paying by card, Naayya keeps the held time for that payment:
- While the payment is being processed, they cannot choose another time or provider for this service. The booking flow says "Your payment is being processed", and the time is booked when the payment completes.
- A payment that completes after the hold ends still books the time if it is still free. If the time is no longer free by then, the customer keeps the use they bought, to book another time, and your business is notified.
- A card checkout left without paying is cancelled when the customer chooses another time, and the slot is released. If they leave without choosing another time, the unpaid checkout is cancelled about half an hour after the hold ends, and the slot becomes available again.
Step 5: Complete checkout#
After the slot is held:
- Customer reviews the booking summary (service, provider or resource, date, time, price)
- Continues with the booking flow
For a group paying by card for one use, the summary shows the price for each person times the number of people, for example "CHF 75 × 2 people". A pack is charged once and takes one use for each person. The person who books pays for everyone.
Booking a service requires an account. Account creation during this flow is not supported.
Use a pack or pass#
If the customer holds a pack or pass that covers the service, checkout offers it before card payment. They can book with it or pay by card instead.
A group takes one use for each person. A pack with fewer uses left than people in the group cannot pay for that booking; the customer can pay by card instead.
If an eligible pack or pass does not appear, check that:
- The customer is logged in to the account that owns it
- It is still active and has uses left
- It is linked to the service they are booking
Packs for services#
A pack for services holds a fixed number of uses, such as 5 massages. Its uses book only the services the pack is linked to.
- Bought with a booking: When the product a customer pays with at booking is a pack, they receive the whole pack. The booking takes one use (for a group, one use for each person) and the rest stay on their account for later bookings of the services the pack covers. The pack must cover the service being booked.
- Bought from the Pricing page: A pack appears on your public Pricing page when at least one public, active service can use it. Its page shows how many uses it holds and names the services it covers. Customers buy it without choosing a time and receive every use to spend later when they book a service.
Buying a pack needs a signed-in account. If a promotion brings the price to zero, the customer still receives every use.
Confirmation details#
After successful booking, customers receive:
- Confirmation page: Shows all booking details with a summary
- Account record: The booking appears in the Activity area under Appointments
The confirmation includes the service name, provider when the service has one, date, time, and selected location or resource when available. For a group, it lists everyone who is coming. The business may also configure email notifications.
Book for several people#
When a service allows more than one person per booking, one customer can book one appointment for a private group, such as two friends sharing a duet lesson or a family lesson. Nobody else can join that time.
- On the service, the customer answers How many people?
- They pick a time the whole group can take.
- Who's coming? asks for each person's first name. Last name, email and phone are optional. I'm one of them is ticked, so the customer counts as one of the people. To book only for other people, they untick it.
- Continue holds the time for the group and opens checkout, where the customer pays for everyone.
Each person in the group gets their own place on the appointment, so your team sees and checks in each person. The person who booked manages the whole group from their account. See Appointments for several people.
Naayya never adds the people named in Who's coming? to your marketing.
Members-only services#
A business can open a service only to members who hold certain memberships or passes (see Create Services). Customers are told why they cannot book before they pick a time:
- Not signed in: A Members only notice lists the memberships and passes that can book the service and are on sale, with a See pricing link. It adds "Already a member? Log in to book."
- Signed in without a qualifying membership: The same Members only notice and See pricing link.
- At the booking limit: "You have the maximum number of bookings", with how many upcoming bookings they hold. They can book again once one has passed or been cancelled.
- Frozen membership: "Your membership is frozen". They can book when it resumes.
- Membership payment due: "Your membership has a payment due". They can book once it is paid.
If a customer still selects a time that cannot be held, the message says why, for example that the time opens for booking on a later date, or that their membership ends before this time. Dates and times in these messages follow the customer's language.
Services open to everyone, and class bookings, work as before. Rescheduling an existing booking is not affected by these messages.
Booking requirements#
For a successful booking, customers need:
- An account with your business, signed in before booking
- Selection within the booking window (not too close to the start time, not too far out)
Clear service descriptions and pricing help customers make informed booking decisions.