How To: Book and Manage Appointments

Audience: Client Intake Coordinator, Mentor

Introduction

The Engage Calendar (JRNI) is a system that allows clients to view a mentor’s availability for a session and book the session online. This article will explain how to locate, book, and manage appointments in the Engage calendar.

Note: To view the full list of notifications for the Client Mentoring Journey, click here. (You must be signed into your @scorevolunteer.org account.)

Table of Contents:

• Accessing the Engage Calendar
• Booking an Appointment
• Locating an Appointment
• SVO Sync Information
• Managing an Appointment
• Rescheduling an Appointment
• Canceling an Appointment

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Booking an Appointment

Policy change: The Small Business Administration no longer requires that new face-to-face sessions be a minimum of 1 hour and an email session 30 minutes. 

1) Click on the New Appointment button located at the top right of the Engage Calendar.

2) Customer -Search a customer client by entering their email address or full name (first and last names) or email address. Then click Continue.

When adding a new appointment, you'll be taken to the customer page to add a new or existing customer to the appointment. You can also add extra attendees from this page such as a business partner or a provisional co-mentor/co-mentor from outside of the chapter.

Extra Attendees do not receive any notification emails from the system.

Note: Do not edit any existing customer information in the Engage Calendar (JRNI) when creating an appointment to prevent creating a duplicate client record in Engage.

 

3) Service - Select the mentoring service for this appointment by clicking the radio button on the left side of the service. By default, only the 1-hour mentoring service is available across all locations.

 

4) Staff - A mentor adding their own appointment this way will have their name auto-populated in the staff member field. Client Intake Coordinators can enter the mentor's full name on the field.

Optional: Manage Buffer Time - Setup a few minutes before your meeting starts or after your appointment ends by managing the buffer time for this appointment.

 

5) Date and Time - Select the date from the calendar and select the time from the list of available times.

When a selected date does not have any available times, use custom time on the bottom right-hand side of the page.

 

6) Questions - Select Yes or No to the question: Does this client exist in Engage?

Select Yes and then click Continue and go to step 7.

If the client does not exist in Engage then, select No and answer all the available fields (see image below). This action will create a new client record and a new mentoring request in Engage.

 

7) Summary - Review all the appointment details on this page and when satisfied, click Book Now.

A notification email is on its way to the client with the appointment details (as long as you leave the checkbox to send a notification to the customer as is). A notification email will also be sent to the mentor. Reminder emails are sent to both client and mentor 24 hours before the appointment.

 

8) Click Close from this confirmation pop-up window and you're done.

         

Locating an Appointment

Use the search bar on top of the page (next to the SCORE logo) to locate an appointment or a customer/client.

You can search using the following info:

• Booking reference number
• Customer name
• Customer email
• Customer phone number

 

SVO Sync Information

Since your Engage Calendar is connected with your SVO Google Calendar, you will be able to view booked appointments with the appointment details in your SVO Google Calendar.

You can click the appointment from your SVO Google Calendar to see the appointment details.

 

In addition, any event you add in your SVO Google Calendar will also show up as Booked Externally in the Engage Calendar.

 

Do not delete or reschedule any Engage Calendar appointments from your SVO Google Calendar. Make sure to only modify or cancel an appointment that was created/added via the Engage Calendar in the Engage Calendar itself and do not try to delete or cancel it from your SVO Google Calendar.

Follow the steps below if you need to modify or cancel a booked appointment in the Engage Calendar.

 

Managing Appointments

1) From the Engage Homepage > click Mentoring Calendar > enter your name in the Staff search bar >click your name under Staff column. For a breakdown of step 1, please refer to Accessing a Mentor's Calendar.

2) When looking at your calendar, you can manage your appointments from the Appointments tab. You can see Upcoming, Past, and Cancelled appointments by navigating each category below this tab.

 

Rescheduling an Appointment

1) Locate the appointment (by using the client's email, phone number, or booking reference) that you want to reschedule by using the search bar. Select the appointment from the drop-down results.

2) Click the Edit button on the top right of the booking details page.

3) In the Modify Appointment page, select Date & Time from the left column and reschedule the appointment by selecting another date and time.

4) Then, select Summary from the left column to skip Questions (or click Continue if you don't want to skip the Questions page). Click the Modify button to save the change/s.

5) Your rescheduled appointment will immediately reflect the new date/time.

 

Canceling an Appointment

1) Locate the appointment (by using the client's email, phone number, or booking reference) that you want to reschedule by using the search bar. Select the appointment from the drop-down results.

2) Click the Cancel button on the top right of the booking details page.

3) Enter a Cancel Reason (internal note only, not sent to the client) and make sure that the Send Cancellation confirmation checkbox is checked. A notification email will be sent to the client regarding the cancelation but the client will not see the Cancel Reason you've entered.

4) A canceled appointment will be labeled as such and you will not able to click the Edit or Cancel buttons. If you scroll down on the booking details, you will see the Appointment Type and Cancel Reason.

 

 

 

Relevant Resources: How To: View the Engage Calendar How To: Set and Manage Availability in the Engage Calendar Virtual Mentoring Option