1. Introduction
The Appointments module lets your team create, manage, and book client appointments directly inside the CRM. It is designed for outpatient facilities and ABA / oMAT practices that need to schedule sessions against either an individual provider or a treatment program.
Every appointment is tied to an Intake Opportunity, so scheduling stays connected to the client's care record. An appointment behaves much like a calendar event: it has a start time, a duration, and an end time, and it shows up on the CRM calendar.
What you can do with this module
• Book an appointment for a client straight from their Intake Opportunity.
• Choose an available time slot instead of typing times by hand – the system shows you only the slots that are actually open.
• Book either an individual (with a specific provider) or a facility appointment (against a treatment program with limited capacity).
• Add an appointment directly from the calendar by clicking a date or time slot.
• See all appointments on the calendar as proper timed blocks, alongside tasks and events.
Important: The Appointments module is turned OFF by default. If you do not see it anywhere, your administrator has not enabled it yet for your organization.
Figure 1: The Appointments list view. Use the highlighted + Add Appointment button to create a new appointment.
2. Key Terms You Should Know
Understanding these terms will make the rest of this guide easier to follow.
Term | What it means |
Intake Opportunity | The client opportunity record an appointment belongs to. Every appointment must be linked to one. |
Appointment Class | Whether the appointment is Individual (with a provider) or Facility (against a treatment program). You only choose this when your organization uses both classes. |
Appointment Type | The kind of session, e.g. Initial Consult, Therapy Session, Med Check, Group Session. The type sets the duration. |
Appointment With | The provider the appointment is booked with (Individual class only). Lists only staff set up to receive appointments. |
Treatment Program | The program the appointment is booked against (Facility class only). |
Time Slot | An available block of time the system offers. You pick a slot rather than typing a start and end time. |
Assigned To | The user who booked the appointment. Defaults to you. |
Duration / End | Duration comes from the Appointment Type. End is calculated automatically (Start + Duration) and is read-only. |
3. Before You Begin
A few things must be in place before you can book appointments:
• The module must be enabled. An administrator enables the Appointments module for your organization. Until then, no appointment options appear.
• Availability must be configured. An administrator sets up which appointment types exist, how long each lasts, and when providers or programs are available. Time slots only appear once this is done.
• You need the right permissions. As with any module, you need Create / Add permission on the Appointments module to book an appointment.
Tip: If you can open the module but no time slots ever appear when booking, availability has most likely not been set up yet. Ask your administrator to configure appointment availability.
4. Understanding Appointment Classes
Your organization decides which kinds of appointments it accepts. This affects how the booking form looks:
Organization setting | What you see when booking |
Individual only | The Appointment Class field is hidden. Every appointment is automatically an Individual appointment booked with a provider. |
Facility only | The Appointment Class field is hidden. Every appointment is automatically a Facility appointment booked against a treatment program. |
Both | The Appointment Class field is shown and you must choose Individual or Facility before picking a slot. |
Individual appointments
Booked with one specific provider. Only one client can hold a given time slot with that provider – the slot becomes unavailable to everyone else once booked.
Facility appointments
Booked against a treatment program, which can take several clients at the same time up to its capacity. Each slot shows how many places remain; when a slot is full it can no longer be booked.
5. The Appointment Form – Field Reference
The fields below make up an appointment. Fields marked Required must be filled before you can save. Read-only fields are filled in for you.
Field | Required? | Description |
Appointment Title | Required | A short name for the appointment. |
Intake Opportunity | Required | The client opportunity this appointment belongs to. Pre filled when you book from an Intake Opportunity. |
Appointment Class | Required (when shown) | Individual or Facility. Shown only when your organization uses both classes; otherwise set automatically. |
Appointment Type | Required | The session type, which sets the duration. |
Start | Required | The date and time of the appointment. Filled by picking a time slot. |
Appointment With | Required (Individual) | The provider. Read-only – set automatically when you pick a slot. |
Treatment Program | Required (Facility) | The program. Set automatically when you pick a facility slot. |
Duration (min) | Read-only | Comes from the Appointment Type. |
End | Read-only | Calculated as Start + Duration. You never type this. |
Status | Required | The state of the appointment (e.g. Scheduled or Cancelled). |
Assigned To | Auto | The user who booked the appointment. Defaults to you. |
Tip: The form adapts to the class: an Individual appointment shows Appointment With and hides Treatment Program; a Facility appointment does the opposite.
Figure 2: The Add Appointment form. Required fields are marked with a red asterisk; Duration and End are read-only.
6. Creating an Appointment from an Intake Opportunity
This is the main way to book an appointment for a client.
1. Open the client's Intake Opportunity record.
2. Open the Appointments related list (ribbon) on the record.
3. Click + Add Appointment.
4. A short confirmation appears with two choices – Cancel or go to the full form. Choose to open the full form. 5. On the full form, the Intake Opportunity is already filled in for you.
6. If the Appointment Class field is shown, choose Individual or Facility.
7. Select the Appointment Type, then pick the Start date. The available time slots appear (see Section 7). 8. Click an available slot. Start, Duration, End, and the provider or treatment program are filled in automatically. 9. Review the details and click Save.
Figure 3: The Appointments related list on an Intake Opportunity, with the + Add Appointment button highlighted. The same list is where you later find the client's appointments (Section 10).
7. Booking a Time Slot
Appointments use a slot-first approach: you pick the Appointment Type and a Start date, and the system shows the time slots that are open. You do not type the time yourself – you click a slot.
Individual appointments
• Available providers appear as cards, each showing time chips and a count of open slots. • A chip that is already taken appears greyed out and labelled “Booked” – it cannot be selected. • Click an open chip. The Start time, Duration, End time, and Appointment With (the provider) are all filled in for you.
Figure 4: The Individual slot picker. The provider shows the number of open slots and a grid of selectable time chips.
Facility appointments
• Choosing the Facility class shows the Treatment Program field instead of Appointment With. • Slots are shown per treatment program, based on each program's capacity, with the number of places remaining. • When a slot reaches capacity it is full and can no longer be selected.
Figure 5: The Facility class shows the Treatment Program field and an availability panel. If a program has no availability configured, a message says so.
Tip: Slots are shown in your own local time. If you do not see any slots at all, the chosen type or date may have no configured availability – try another date or check with your administrator.
8. Creating an Appointment from the Calendar
You can also start an appointment directly from the calendar.
10. Open the Calendar.
11. Click a date or a time slot on the calendar.
12. A “Select Action” popup appears. Alongside Add Task and Add Event you will see a third option, Add Appointment. 13. Click Add Appointment. The same full appointment form opens, and you complete it exactly as in Section 6.
Tip: The Add Appointment option only appears when the Appointments module is enabled for your organization. If it is missing, the module is turned off.
9. Viewing Appointments on the Calendar
Appointments appear on the calendar as proper timed blocks (not all-day entries), so you can see exactly when each one starts and ends.
• Appointments are not shown automatically. Turn them on from the calendar's “+ Activity Types” picker, the same way you would show or hide any other activity type.
• Individual appointments appear for the provider they are booked with; facility appointments appear for their owner. • Cancelled appointments are not shown on the calendar.
Figure 6: The calendar (Week view) with the Month / Week / Day / Agenda controls. Once the Appointments activity type is enabled, appointments render here as timed blocks.
10. Finding Appointments under an Intake Opportunity
Every appointment is linked to its Intake Opportunity. To review a client's appointments:
14. Open the Intake Opportunity record.
15. Open the Appointments related list (shown in Figure 3).
16. All appointments booked for that client are listed there.
11. Editing and Duplicating Appointments
Editing
• Open the appointment and use the edit option (or the inline pencil icons on the detail view) to make changes. • Duration and End remain read-only – changing the Appointment Type or picking a new slot updates them automatically.
Duplicating
When you duplicate an appointment, the Start time is cleared on purpose. You must pick a fresh slot for the copy. This prevents accidentally booking the new appointment into the original's time.
12. How the System Prevents Double-Booking
Class | What the system does |
Individual | A provider cannot be booked for two overlapping appointments. If you try to save an overlapping time, the save is blocked and you are notified. |
Facility | Bookings are limited by the program's capacity. Once a slot is full, no further appointments can be booked into it. |
Checks made when you save
• The Start time must match one of the available (non-booked) slots.
• For Individual appointments, a provider (Appointment With) must be set – which happens automatically when you pick a slot.
• If either check fails, the appointment is not saved and you stay on the form with a message.
13. Appointment Status and Cancellation
• Each appointment has a status. Cancelling an appointment sets its status to Cancelled.
• Cancelled appointments free up their time slot – the slot becomes available again and the appointment no longer appears on the calendar.
14. Detail View and PDF Export
The detail view and the exported PDF only show the fields relevant to the appointment's class:
• An Individual appointment shows Appointment With and hides Treatment Program.
• A Facility appointment shows Treatment Program and hides Appointment With.
This keeps both the on-screen record and any printed or exported PDF clean and relevant.
Figure 7: An appointment detail view (Individual class). Note the read-only End time and the auto-set Appointment With.
15. What to Expect – Behavior Reference
Use this quick reference to confirm the system is behaving as designed in common situations.
When you... | You should see... |
Open the form with the organization set to Individual only | Appointment Class hidden; the appointment is treated as Individual. |
Open the form with the organization set to use both classes | Appointment Class field shown; you must pick a class. |
Pick a Type and Start date for an Individual appointment | Provider cards with selectable time chips appear. |
Click an available slot | Start, Duration, End, and the provider or program are filled in automatically. |
Look at a slot that is already booked (Individual) | It is greyed out and labelled “Booked” and cannot be selected. |
Look at a facility slot with capacity remaining | The chip shows how many places are left. |
Try to book a provider for an overlapping time | The save is blocked with a notification. |
Save any appointment | End is automatically Start + Duration. |
Duplicate an appointment | Start is empty and you must pick a new slot. |
Try to save without an Appointment Class or Intake Opportunity | The save is blocked because they are required. |
Open the calendar with the module enabled | Appointments can be turned on and render as timed blocks. |
Use the system while the module is disabled | No appointment options, buttons, or calendar feed appear anywhere. |
16. Tips and Troubleshooting
Situation | What to do |
I don't see Appointments anywhere | The module is probably disabled for your organization. Contact your administrator. |
No time slots appear when I book | Availability has likely not been configured for that type/date, or there are no available providers. Try another date or contact your administrator. |
The Appointment Class field is missing | Your organization only uses one class, so the class is set for you automatically. This is expected. |
I can't edit the End time | End is always read-only and is calculated from the duration. Change the Appointment Type or the slot to change it. |
My new appointment isn't on the calendar | Turn on the Appointments activity type from the calendar's “+ Activity Types” picker, and make sure the appointment is not Cancelled. |
The provider I want isn't in Appointment With | Only staff set up to receive appointments appear there. Ask your administrator to add the provider's availability. |