When your online booking page runs in request mode, patient bookings come in as requests you approve — rather than booking a confirmed slot instantly. Review them on the Online Booking → Requests page.
The requests list
Requests are grouped by status so you can work the queue:
| Status | What it means |
|---|---|
| Pending | Waiting for you to confirm or decline |
| Confirmed | You approved it — it's on the calendar |
| Declined | You turned it down |
| All | Everything, regardless of status |
The list updates in real time, so new requests appear without refreshing. While anything is pending, a badge shows on Online Booking in the left navigation.
Confirm a request
- Open the request to see the patient's details and the time slots they picked.
- Select the slot you want to give them.
- Click Confirm — the appointment books onto your calendar and the patient is notified.
Decline a request
If you can't accommodate it, Decline the request (optionally with a reason). The patient is notified and the slot isn't booked.
Requests from the client portal
A client who is signed in to the client portal can book from there when Book from the portal is on. Their request arrives in the same list, with the client already linked to their record, so there is no patient to match.
- With online booking set up, the client picked a real open time, and you confirm it like any other request.
- Without online booking, the client could not pick a time. The card reads No time picked · prefers Tue, Thu · morning, with their note underneath, and its button reads Pick a time. That opens the same date-and-time picker as Suggest a different time; confirming books the visit and tells the client the time you chose. The request's detail view lists the preferred days and times, and its Confirm button stays off until a time is picked. The notification reads "Appointment request: Ana Alvarez · Individual therapy · prefers Tue, Thu · morning · pick a time to confirm".
On an athenahealth practice, confirming writes the appointment into athenaOne first, as the client's own chart. If the request's visit type is not linked to an athena appointment type you are asked to pick one, and if athena needs a date of birth you are asked for it. If athena refuses, the request stays pending with the reason shown.
Don't miss one
Booking requests also flow into your Tasks list along with callbacks, voicemails, and messages — so they're caught even if you don't open the Requests page directly.
Prefer instant booking?
Request mode is optional. If you'd rather patients book confirmed appointments without a review step, switch the booking mode in Online booking settings. Instant booking fills your calendar faster; request mode gives you final say.