How to view a client's appointment history – Timely

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Your time is valuable, and so is a smooth, efficient calendar. Timely’s appointment history feature gives you a complete, behind-the-scenes look at every booking. Quickly resolve scheduling questions, clarify changes and ensure everything runs perfectly. Say goodbye to guesswork and hello to peace of mind. In this article, you will learn how to view your client's appointment history, and what it includes.

How to view your clients' appointment history

From the customers tab

1 Head to the customers tab in your Timely account > then click the name of your client.

2 From here you will see a summary of said client, including past appointments. You can either click view all appointments OR click the appointments tab next to summary.

OR

From the calendar

1 Head to the calendar tab in your Timely account > then click on any appointment from the client.

2 In the appointment pop up, click on the client's name. From here you will be able to see their past appointment in the left side column; alternatively for all previous appointments click on their name. This will take you to the same customers tab that we covered in the steps above.

What's included in the appointment history

Every time a change or action occurs with an appointment, Timely records a detailed history so you always have a full timeline of events. This includes who created the original booking, any changes to the appointment status, and all amendments made to the date, time, or services.

You'll also find a complete record of all client communications, such as when reminder messages or notifications were sent, along with any associated sales and payment information. These details can be used to determine things like how a staff member might have became double-booked, why a client turned up at the wrong time, or just to check in to see that reminders/notifications were sent.

Timely tip: viewing the appointment history from a clients profile is the easiest way to determine if an appointment has been cancelled, and by who!

Booking details

Details of when the appointment was originally booked - this will let you know if the appointment was created from the calendar by a staff member, or if this was booked online by the client. If the client books online, their IP address will be included in those details. It will show the date, time and any staff member associated (if applicable).
Record any change in appointment status (by staff member or client) - if a bookings status has changed e.g. from pencilled-in to confirmed, this will show the date/time the appointment status was changed.
Record of any appointment amendments – if the appointment time, or the time/details of a specific service, has been changed, there will be a record of when this was changed (date/time) and by who.
Cancelled appointments - if a client has cancelled or an appointment has disappeared from the calendar, the client's profile is the best place to view any cancelled appointment. If you are unsure of the client's name, try searching in the Cancelled appointments report.

SMS or email notifications

Date/time of any staff/client SMS/email notifications or reminders - date/time and status (Sent/Invalid/Error) of any SMS or email reminders and notifications including reminder messages, rebooking reminders, follow up messages and consultations.
Details of any SMS or email notifications that won't send - SMS/emails can fail to send based on a number of factors (Find out more).

Sales and payment information

Details of any invoices raised or payment applied to invoices - the time a sale is raised against the appointment, payments that are applied and if a sale for that booking has been deleted.
Details of when an appointment has been deleted - who cancelled a booking and date/time it as cancelled.
Customer frequently ask where they can see cancelled appointments (noting it has disappeared from their calendar etc.) - I think it is worth adding that as FAQ or including in the article that the customers' profile is the best place to view their cancelled appointments. (and if unsure the clients name, linking to the Cancelled appointments report)