This guide explains the five appointment statuses shown above the Calendar, how a booking reaches each one, and how to record an outcome.
It does not cover moving or deleting a booking. See How to reschedule, cancel or delete an appointment for those actions.
What the statuses mean
Scheduled — a future appointment with no recorded outcome. It is blue.
Attended — staff recorded that the client attended. It is green.
Incomplete — the appointment has ended but nobody has recorded attendance. It is orange.
No show — staff recorded that the client did not attend. It is amber.
Cancelled — staff recorded Cancelled by staff, Cancelled by client or Cancel with message. It is rose and crossed through.
The chips above the calendar are also filters. Select one to hide those bookings and select it again to show them. The number on a chip is the count for the current date range before status filtering.
How Incomplete works
A past booking turns Incomplete on the calendar automatically when its end time passes and its saved outcome is still scheduled. Nobody chooses Incomplete from the outcome list.
Open one of these bookings and its saved status may still read scheduled, alongside Needs updating. This is deliberate: the orange calendar colour tells you an outcome is missing, rather than guessing what happened.
The booking stays incomplete until somebody records attendance, a no show or a cancellation.
Record attendance after the appointment
Select the booking on the Calendar.
On the Attendance tab, open Outcome.
Choose Attended, Did not attend, Cancelled by staff, Cancelled by client or Cancel with message.
Choose the Appointment type: In person, Phone or Video chat.
Optionally enter Time spent (minutes) and Notes for the client record.
If you chose Cancel with message, choose SMS or Email and enter the Message body.
Select Record attendance.
Joy confirms with Attendance recorded. The calendar colour changes, and the linked appointment on the client's record is updated with the outcome, appointment type, time and notes.
You can also open Appointment actions and use:
Mark as attended;
Mark as no show;
Mark as cancelled by client;
Cancel, which means cancelled by staff.
Joy confirms these quicker changes with Appointment updated. They do not collect time spent or notes.
Be careful when changing an outcome
The app allows you to record another outcome later by opening the booking again. This updates the existing linked appointment record rather than creating a duplicate.
A No show or cancelled outcome also cancels any reminders that are still scheduled. Changing the outcome later does not restore those reminders.
Only Cancel with message offers a Case Management message to the client. The other cancellation choices record the outcome without sending one.