An appointment is a scheduled meeting, visit, or service tied to an appointment type, a location, and (when required) a resource or staff member. Appointments appear on the Scheduler Calendar and Visit Board, and can be created by staff, through online booking, or by a connected scheduling integration.
When an appointment is booked through the Scheduler API and the partner includes a chat transcript (for example, from a chatbot conversation that led to the booking), CoolFocus stores that conversation in a dedicated Chat Transcript field on the appointment.
The Chat Transcript field appears in its own group on the appointment's Details tab and is read-only.
The appointment's Notes field only contains the date of birth captured during API booking; it no longer includes the chat conversation.
Not every API booking includes a transcript. If the partner did not submit one, the Chat Transcript field is empty.
Some scheduling integrations (for example, HopeSync: Clara AI, or Olive & Chloe) collect a chat conversation with the client before submitting the booking. When a booking includes that conversation, the appointment detail panel shows a read-only Booking Conversation section with the full exchange between the client and the assistant.
Messages display as a conversation, styled like chat bubbles: the client's messages appear on one side, the assistant's on the other.
If the integration identifies itself, the assistant's messages are labeled with that source name (for example, "Clara"). Otherwise the assistant is labeled generically as "Assistant."
There is no reply composer. This is a read-only record of the conversation that led to the booking, not a live or replyable conversation, and it is separate from Inbox conversations.
The Booking Conversation section only appears when the appointment has a stored transcript. Appointments booked by staff, through the standard online booking widget, by integrations that do not submit a transcript, or booked before this feature shipped will not show this section.
Rescheduling an appointment carries its Chat Transcript, and therefore its Booking Conversation, forward to the new appointment.
This conversation is stored separately from appointment Notes. Notes are reserved for staff comments and information such as date of birth; the bot conversation is no longer appended there.
There are two ways to reschedule an existing appointment:
Drag it on the calendar to a new day or time slot.
Open the appointment and choose the reschedule option.
Either way, CoolFocus opens a reschedule confirmation dialog before the change is saved.
The confirmation dialog opens prefilled with the destination date, start time, and end time, calculated from where you dropped the appointment (or from the current time if opened another way). If a drag lands a few minutes off from where you meant to drop it, you no longer need to cancel and redo the drag:
The date, start time, and end time fields are all editable directly in the dialog.
Changing the start time shifts the end time to keep the original duration, as long as you have not already edited the end time yourself. Once you edit the end time directly, CoolFocus keeps that end time fixed while you continue adjusting the start time.
If the end time is set to the same time as or earlier than the start time, CoolFocus flags the range as invalid and disables Confirm until it is fixed.
Times display using local wall-clock values, so they read correctly across a daylight saving time change.
CoolFocus re-checks availability every time you change the date, start time, or end time in the dialog:
If the new time is available, Confirm is enabled once the range is valid.
If the new time is not available, CoolFocus shows the specific rule or conflict that is blocking it (for example, a resource already booked or a staff member unavailable).
Staff authorized to override conflicts when creating an internal appointment can use the same override checkbox and reason field here to proceed anyway. This override path is not available on the client portal or booking widget, where availability is always enforced.
Confirm Reschedule saves the date and times shown in the dialog at the moment you click it, including any corrections you made. Reopening the appointment afterward shows the same corrected values.
Cancel (or closing the dialog) discards any edits and leaves the appointment on its original date and time.
