Services (appointment types) are the menu your AI and your booking page work from. Each location has its own list.
Where to find them
Open Settings → Services. The header reads "What the AI can book, how long each takes, and the words callers actually use for it."
Add a service
- Type a name in the Add a service row, pick a length (15 minutes to 3 hours) and click Add service.
- Or tap one under Common Services, suggestions for your business type with a typical length you can change afterwards.
- On a new location, Copy from another location brings in that location's services.
Click Save Changes at the bottom when you're done. (On a phone, each change saves as you make it.)
Edit a service
Click a service's row to open it.
Scheduling
- Delivery: In person, Virtual or Either.
- Group sessions: show it on the Group tab when booking a session with several clients. See Group sessions.
- Client booking: Internal only keeps it off your booking page and client portal; staff can still schedule it.
- Length: how long the visit takes.
- Performed by: the providers who do it. Leave it empty for any provider.
- Booking window: Earliest (from Same day to 60 days out) and Latest (30, 60 or 90 days). It counts on the phone and online. On the phone, Practice default uses the AI's Booking lead time and How far ahead can callers book (Receptionist → AI Voice). Online (your booking page, the web chat and the client portal) it can only narrow the booking page's own Minimum notice and Maximum advance, and an edge left at Practice default keeps the page's own.
- Recall: when the patient should come back (1 month to 2 years). Patients then show on the recall list.
- Billing code (CPT, CDT or similar, where your specialty uses codes): for charge capture and superbills. The AI never says it.
What the AI says
- Spoken name: a patient-friendly name when the real name is a code. Callers can say either.
- Price quoted: No price, Fixed, From, Varies or Free. A new price applies to visits on or after the date shown next to it; visits already booked keep their price. View history lists past prices.
- Caller phrases: other words callers use for this service.
Calendar color: a swatch, or Auto.
The filters above the list (All, Needs setup, No phrases, Virtual or either) and the search box help you find services missing something. A row flagged No caller phrases or Price reads as free (Fixed with $0) needs a look.
Remove a service
Click the x at the end of its row, then Save Changes. It stops being offered for new bookings. Appointments already on the calendar stay there.
Choose what shows on your booking page
The booking page keeps its own list on the Services tab of Online Booking → Booking Settings:
- Import services brings in services from this list.
- The switch on each row shows or hides it on the page. Internal-only services show an Internal only tag; turning one on asks you to make it bookable by clients everywhere.
- Show prices on the booking page displays the prices you set here.
Click Save Settings. See Set up online booking.
athenahealth practices
When the location is connected to athenahealth, the services come from athena: use Import from athenahealth (or Manage sync) to choose them. Name and length are set in athena. Delivery, phrases, price, recall, color and Performed by are still yours to edit. See Connect athenahealth.