No phone call required
- Reschedule or cancel, inside the policy
- Which reminders arrive, and on which channel
- Language and calendar system
- Saved payment methods and billing address
- Their own review, and their own data
Flow design · all four viewpoints
One session, four people, two rooms.
Everything the platform does exists to get one thing right: a client and a professional in the same place at the same time, with the money and the record following behind. This page draws that single flow — first as everybody sees it at once, then through each pair of eyes, and then split into the two ways it can end: a video room, or your waiting room.
Read it before the role blueprints
No system knowledge assumed
English edition
01 — The spine
Seven phases, and only one of them is the session
People assume the appointment is the product. It is not — it is phase five of seven. Six of the seven phases happen when nobody is in the room, and those are the ones that decide whether the business is profitable, whether the professional is paid correctly and whether the client comes back. Every diagram further down this page is this spine, seen from a different seat.
Phase 1DiscoverThe client finds a professional — directory, profile, a question asked before committing.
Phase 2BuyA single session or a package. An agreement is accepted, an order is raised, payment is taken.
Phase 3BookA credit is spent on a specific time in a specific professional's diary.
Phase 4PrepareReminders go out. On-site work is approved or declined. Rooms and links are ready.
Phase 5AttendThe session happens — in a video room, or on your premises.
Phase 6CloseHeld, or a no-show. This is the hinge: nothing downstream moves until it is done.
Phase 7Follow upReport filed, review invited, earnings counted, the next payment run built.
The hinge is phase six, not phase five
A session that happened but was never closed is invisible to the business. It reaches no earnings figure, no payment run and no report deadline — it just sits on an administrator's stuck-sessions report until someone deals with it. Closing a session is not paperwork; it is the step that turns delivered work into money.
02 — Everyone at once
The same seven phases, with each person's part in their own lane
Read a column to see what a moment looks like from every side. Read a row to see one person's whole job. The dashed cards are things nobody has to remember — the system does them. The hatched cells are deliberate: that person has nothing to do at that moment, and the design keeps it that way.
Who
1 · Discover
2 · Buy
3 · Book
4 · Prepare
5 · Attend
6 · Close
7 · Follow up
ClientApp or web
Browses and comparesDirectory, profiles, saved favourites
Asks firstA public question, answered before buying
Buys a creditOne session or a package
Accepts the agreementRecorded with the order
Picks a timeOnly genuinely free slots are offered
Adds it to their calendarOptional, one tap
Reads the reminderPush, in-app, email or WhatsApp
Reschedules if neededPolicy decides whether it is free
Joins, or arrivesTap Join, or come to the address on the confirmation
Leaves feedbackPrivate survey to the business
Writes a reviewPublic, on the profile
Books the next oneFrom a credit already owned
ProfessionalApp or web
Keeps the profile trueSpecialisms, languages, price, photo
Answers questionsPublicly — it is how people choose
Sets availabilityWeekly hours plus dated exceptions
Books on behalfFor a client who rang instead
Approves or declines on-siteWith a note the client actually reads
Reviews the client's historyTheir own previous sessions
Delivers the sessionVideo room, or their consulting room
Closes it — held or no-showThe one step that releases everything else
Files the reportWhere the service requires one
Checks earningsBought, booked, held, not booked
Front desk & adminAdmin portal / back office
Publishes servicesWhat can be booked, and at what price
Moderates contentReviews, comments, questions
Reviews quotationsWhere a sale needs a human before payment
Books on someone's behalfPhone and walk-in bookings
Manages rooms and rotasSchedules, locations, capacity
Chases undecided on-site sessionsAnything still waiting near its start time
Receives the clientOnly where you run a physical waiting room
Works the stuck listSessions past their time and still open
Chases overdue reportsBy deadline, never by reading them
Runs the money chainSession → order → invoice → payment
The systemNobody has to remember these
Ranks and filtersOnly bookable professionals are offered
Raises the order and invoiceAutomatically, from the sale
Records the agreementVersion and timestamp
Holds the slotStale holds expire on their own
Freezes the pay shareAt the terms in force that moment
Sends remindersOn the client's chosen channels
Opens the video roomShortly before the start time
Admits and recordsAttendance, presence, chat history
Applies the policyFee, waiver or credit returned
Counts it as earnedAnd queues it for the next payment run
Starts the report clockDeadline, then escalation
A decision only that person can make
Ordinary work in a screen
Automatic — no one is asked
Deliberately nothing to do
03 — The fork
Online and on the premises are the same flow until phase four
Discovery, buying, booking and closing are identical. The two ways of delivering a session differ in exactly one place — who decides that the client may be received — and that difference exists because a video room can admit somebody automatically and a waiting room cannot. The highlighted steps are the ones that differ; everything else is shared.
Online session
Delivered in the platform's own video room. Nothing to approve.
- BookedThe client holds a credit and picks a time. The slot is theirs.
- RemindedOn whichever channels they chose — push, in-app, email, WhatsApp.
- The room opens itselfThe Join button becomes active shortly before the start time. No human approves anything.
- Both joinCamera and microphone checks; screen sharing and chat are in the room.
- Closed as heldBy the professional, after the call ends.
- Report and earnings followIdentical to the on-site path.
Session on your premises
Delivered in a consulting room. A person decides who is received.
- BookedIdentical. The client holds a credit and picks a time.
- RemindedIdentical, and the confirmation carries the address and the room.
- Clinic attendance is decidedThe professional approves or declines, with a note. Three states: waiting for the expert, approved, declined. Who decided, when, and the note are all recorded — and the note is the only explanation the client gets.
- A decline returns the creditIt is not a cancellation charge. The client can book again immediately, with anyone.
- The client arrivesFront desk receives them; the room is on the confirmation.
- Closed as heldIdentical, and from here the two paths are the same again.
The approval step is optional, and many businesses turn it off
Only a session that is booked, on the premises and not yet ended can be approved or declined. Where you do use it, two patterns are worth watching: sessions still waiting close to their start time (the professional is not checking, or does not know the step exists), and declines with no note (the client received a refusal and no explanation). Both are training, not settings.
04 — Through the client's eyes
Nine taps from a stranger's profile to a booked appointment
The client never sees an order, an invoice line or a credit ledger unless they go looking. What they see is a professional, a price, a time, and a reminder. Everything else is bookkeeping the platform does behind them.
Find someone
Browse or search the directory. Filter by specialism, language and price. Save the ones worth a second look.
Check them out
The profile carries qualifications, languages, services, reviews and the questions they have answered publicly.
Ask, if unsure
A question before buying — answered in public, so the answer helps the next person too.
Buy
A single session or a package. Accept the service agreement, pay, and the invoice arrives on its own.
Own a credit
A credit is what you own; a booking is when you spend it. Credits have an expiry date, and it is shown.
Pick a time
Only genuinely free slots appear. Add it to a personal calendar in one tap.
Get reminded
On the channels chosen in settings. The reminder carries the link, or the address and the room.
Attend
Tap Join, or arrive. On-site work may show waiting, approved or declined first — with a note.
Say how it went
Private feedback to the business, a public review on the profile, then book the next one.
Already in the app
- Invoices and order history
- Every session, with its status
- Credits owned, spent and expiring
- Cancellation history and any fees
- Chat with the professional, kept with the session
Self-service is margin
- Every reschedule handled in-app is a call your desk did not take
- An unbooked credit is prepaid revenue waiting to be delivered
- A visible expiry date converts credits into bookings
- Review prompts arrive at the one moment goodwill is highest
05 — Through the professional's eyes
The same session, seen from the diary side
A professional's flow starts earlier and ends later than the client's: it begins with being findable and bookable at all, and it ends with being paid. In between, exactly three moments need a decision from them — and all three are cheap to make and expensive to skip.
Be findable
A true profile and real availability. Weekly hours plus dated exceptions — holidays, a late start, a one-off evening.
Watch the four numbers
Sessions bought, booked, held and not booked. The fourth is a follow-up list, not a statistic.
Decide on-site attendance
Approve or decline, with a note. This is the first of the three decisions only they can make.
Deliver
In the video room, or in their own consulting room, with the client's history to hand.
Close the session
Held, or a no-show. Decision two — and the one that releases the report clock, the earnings and the payment run.
File the report
Decision three, where the service requires one. Deadlines apply; corrections are new versions, never edits.
See it counted
It moves into Earned at the share frozen when the client booked — not the share in force today.
Get paid
The cycle closes, a run opens in draft, and once confirmed the payment history shows the sessions behind the figure.
Three decisions, and one of them is load-bearing
Approve or decline; close the session; file the report. Only the middle one blocks money. A professional who closes sessions the same day is paid on time every time and never has a payment dispute; one who does not shows up on the stuck-sessions report, misses a payment run, and then asks why they were paid less than they expected. It is the single most valuable habit to teach during onboarding.
06 — The state machine
Every state a session can be in, and who moves it
Support conversations get shorter when everyone names states the same way. There are eight, and each one has exactly one person who can move it on.
| State | What it means | Who moves it next | What it is blocking |
|---|---|---|---|
| To book | A credit is owned but no time is chosen | Client, or staff on their behalf | Prepaid revenue not yet delivered |
| Booked | A specific time in a specific diary | Time itself | Nothing — this is the healthy state |
| Waiting for the expert | On-site, booked, not yet decided | The professional | The client does not know whether to travel |
| Approved | The professional will receive this client | Time itself | Nothing |
| Declined | They will not, and the note says why | Client — the credit is theirs again | Nothing, if the credit returned |
| Held | Delivered and closed | The professional, for the report | Nothing — it is now earnings |
| No-show | The client did not arrive | The policy, automatically | Nothing — the fee decision is a setting |
| Past its time, still open | It happened, nobody closed it | The professional; then the administrator | Earnings, the payment run and the report deadline |
Only the last row is a problem
Seven of these eight states are normal and self-clearing. The eighth is the one an administrator looks for every morning, because it is the only state where work has been delivered, the client has been served, and nobody is going to be paid for it until a person intervenes.
07 — Where it goes wrong
Each break in the chain has a different owner
The failures are not random. They cluster in four places, each with a report that finds them and a specific person who fixes them. Knowing which is which is the difference between a fifteen-minute morning and an afternoon of guessing.
Phase 3 · Never bookedBought, no time chosen
Money already collected for work not yet delivered. It ages, and eventually the credit expires and turns into a complaint. Found by the unbooked-credits report; fixed by whoever owns the client relationship, usually with a message offering three times.
Phase 4 · Never decidedOn-site, still waiting
The client does not know whether to get on a bus. Found by watching sessions still waiting near their start time; fixed by the professional — and if it keeps happening, by checking they actually receive notifications.
Phase 6 · Never closedPast its time, still open
The single most expensive break. Delivered work that reaches no earnings figure and no payment run. Found by the stuck-sessions report; fixed by the professional closing it, and it must be empty before a month can be closed.
Phase 7 · Never billedSession, order, invoice, payment
Three distinct breaks with three owners: no order (a session created by hand outside a sale, usually reception), no invoice (finance), and unpaid after thirty days (finance, then collections). Found by the money-chain report; worked left to right, because fixing a missing order often produces the invoice that was also missing.
08 — Where to go next
Now read the same flow from one seat
Each blueprint takes one role and answers the same four questions: what they see, what they control, how it makes them faster, and what it does for the business.
The machineSystem overviewFour layers, the booking traced end to end, and what the platform is built from.
BlueprintAdministratorThe daily fifteen minutes, seventeen reports, and every lever worth pulling.
BlueprintClientWhat a client can do without calling you, and what that is worth.
BlueprintExpertA practice run from a phone: diary, sessions, reports, earnings.
BlueprintAccountantOrder to cash, commission to payout, and the month-end close.