Reservations

There are several reasons why a customer might see that there’s no available time slot. Check these possibilities:

1. The slot is already taken: Another customer already has a reservation at that same time. Check your calendar in Reservations > Calendar to see existing bookings.

2. Outside availability hours: The customer tried to book at a time or day when your agent isn’t available. Review your availability windows in Reservations > Settings > Availability.

3. Daily reservation limit reached: If you’ve set a maximum number of reservations per day, it may have been reached. Review the limits in Reservations > Settings.

4. Resource unavailable: If you use advanced mode with resources (for example, stylists or rooms), the needed resource may not be available at that time. Check your resource availability in Reservations > Resources.

5. Holiday or exception: You may have configured that day as a non-working day. Review the exceptions in the availability settings.

6. Resource capacity full: If a resource has a capacity limit (for example, a room for 5 people), it may already be full. Internally you’ll see “The requested quantity exceeds the resource capacity.”

If you can’t find the cause, review the conversation history with the customer in Messages or Calls to see exactly what time they requested.

Aura offers two configuration modes for reservations:

Basic mode:

• Ideal for simple businesses with a single type of service.
• No need to configure services or resources separately.
• The customer simply chooses a date and time, and the agent manages the reservation.
• It’s the quickest way to get started.

Advanced mode:

• For businesses with multiple services, different durations, or multiple professionals/resources.
• You can create Services (for example, “Haircut”, “Color treatment”, “Manicure”), each with its own duration and price.
• You can create Resources (for example, “Stylist Maria”, “Room 1”) and assign them to services.
• The customer can choose the service, resource, and time slot.

You can switch modes in Reservations > Settings. Note that some features like services and resources are only available in advanced mode.

For safety, reservations that are already confirmed cannot be deleted directly. You’ll see the message “Confirmed reservations cannot be deleted. Please cancel the reservation first.”

To manage it:

1. Go to Reservations > Calendar or Reservations > List.
2. Find the confirmed reservation.
3. Click on it and select Cancel reservation.
4. Once canceled, you can delete it if needed.

This prevents active reservations from being accidentally removed.

Yes. Aura automatically marks confirmed reservations as completed once their date and time have passed. You don’t need to do this manually.

This happens automatically and helps keep your calendar clean and organized, separating upcoming reservations from those that have already taken place.

Reservations left in a pending state that were never confirmed are handled automatically. After a period of time, Aura marks them as expired to free up the time slot so other customers can book.

If you want reservations to be confirmed automatically when created, you can configure this in Reservations > Settings.

Yes. You can manually create reservations directly from the calendar:

1. Go to Reservations > Calendar.
2. Click on the day and time where you want to create the reservation.
3. Fill in the customer details (name, phone).
4. If you’re using advanced mode, select the service and resource.
5. Confirm the reservation.

This is useful when a customer calls you directly or requests an appointment in person and you want to log it in Aura.

The Services and Resources sections are only available when your agent has advanced reservation mode enabled.

If you’re in basic mode, these sections don’t appear because they aren’t needed. To access them:

1. Go to Reservations > Settings.
2. Switch the reservation mode to Advanced.
3. The Services and Resources sections will appear in the menu.

Before switching to advanced mode, keep in mind that you’ll need to set up at least one service for the reservation system to work correctly.

To prevent your agent from accepting reservations on holidays, vacations, or any special days:

1. Go to Reservations > Settings > Availability.
2. Find the Exceptions or Non-working days section.
3. Click Add exception.
4. Select the date or date range.
5. Save the changes.

During those days, the agent will automatically inform customers that there’s no availability and suggest alternative times.

If you use advanced mode with resources, you can set exceptions for individual resources (for example, a specific employee’s vacation) from Reservations > Resources > [Resource name] > Availability.