Note: This feature requires the job record screen (V2), which is in closed beta and available to a limited number of clients.
Available on: Customer Journey and above
The Job booking portal lets your customers schedule their own appointments. Add a booking link to an email or SMS template, send it from a job, and your customer chooses a time that suits them, booking directly into your diary in real time. It saves your team the back-and-forth of arranging appointments by phone.
Key benefits
Fewer scheduling calls: Customers pick their own slot, freeing up your office team.
Real-time diary booking: Appointments land straight in your diary with no double entry.
On-brand for your customers: The portal uses your logo and colors automatically.
How the job booking portal works
Until now, only work address contacts could book through the portal. This extends self-booking to your main customer contact. The flow has three parts:
You send a link: Add the booking portal tag to an email or SMS template, then send it from a job.
Your customer books: They open the link, pick an available date and time, and confirm.
The appointment is created: The booking lands in your diary instantly, and Commusoft sends your customer a confirmation.
Note: Make sure the job record screen (V2) is toggled on. It's in closed beta and available to a limited number of clients, so it may not be available to you yet.
How to set up and send a booking link
Sending a booking link to a customer takes two steps: first add the link to a template, then send it from the job.
Step 1: Add the booking link to a template
Add the [booking_portal_link] tag to a template. You can set this up for email, SMS, or both. When you send the template, the tag becomes a unique booking link tied to that job, so it can't be used to book any other job. New to tags? See How to use tags in communication templates.
Email template
➡️ Click your Profile icon > Settings > Communications > Email templates
Click Add new email template, or click Edit on an existing template.
Add the tag
[booking_portal_link]where you want the booking link to appear.Click Save.
Tip: In an email, you can customize the link's display text (the words your customer clicks) by adding it after a colon, like [booking_portal_link:Book your appointment]. See Email templates for more on building templates.
SMS template
➡️ Click your Profile icon > Settings > Communications > SMS templates
Click Add new SMS template, or click Edit on an existing template.
Add the tag
[booking_portal_link]where you want the booking link to appear.Click Save.
Tip: In an SMS, you can't customize the link. It's shortened automatically when generated, optimized for SMS. For more on building templates, see SMS templates.
Step 2: Send the booking link from a job
Next, send the template from the job your customer is booking against.
➡️ Open the job in the new job screen (V2) > Timeline
Click Add record.
Select Send new email or Send new SMS.
Click Use template, then choose the template containing the booking portal tag.
Check the recipient, and update the Subject or Message if needed.
Click Send.
What your customer sees
When your customer opens the link, they land on your branded booking portal. They confirm their details, then choose from the dates and time slots available in your live diary. Once they select a slot and confirm, the appointment is booked.
What happens next
As soon as your customer confirms, Commusoft does three things automatically:
Creates the appointment in the diary, visible on the job's Appointments tab.
Sends your customer a job confirmation. You can edit the wording in your Customer job confirmation template.
Prevents another booking on that job, so opening the link again shows a "Job already booked" message.
Tip: To let your team know when a customer books, set up a notification for scheduled appointments, in the system or by email, in your Job booking portal settings.
Common questions
Can customers book more than one appointment for a job?
Can customers book more than one appointment for a job?
No, customers can't book more than one appointment per job. The portal uses one-appointment-per-job logic to prevent duplicate bookings.
How does a customer change their appointment time?
How does a customer change their appointment time?
To change their time, customers use the rebooking link in their confirmation email, not the original booking link. You can set this up in your Customer job confirmation template.
Can a customer still use the link after they've booked?
Can a customer still use the link after they've booked?
No. Once your customer books, the link expires. Reopening it shows a "Job already booked" message, which is a fixed system message and can't be edited.
What happens if the job is closed?
What happens if the job is closed?
If the job is closed, for example, canceled or completed, the customer can open the booking link and see .
Can a customer rebook if I remove their appointment?
Can a customer rebook if I remove their appointment?
Yes. If you delete the appointment for the job, the original booking link becomes active again so your customer can rebook.
Does re-sending the email or SMS change the link?
Does re-sending the email or SMS change the link?
No, re-sending the email or SMS reuses the same unique link for that job. It doesn't create a new one.
Can the booking link be sent automatically?
Can the booking link be sent automatically?
No, the booking link is sent manually for now. The email and SMS templates must be sent manually.
What happens if a slot is taken at the same moment?
What happens if a slot is taken at the same moment?
If your customer picks a slot just as it's booked elsewhere, Commusoft tries to assign another available technician. If none are free, your customer is asked to choose another slot.
How do I get the new job screen (v2)?
How do I get the new job screen (v2)?
The new job screen is currently in closed beta and is being rolled out to a limited number of clients. If it's not available in your account yet and you'd like access, contact Commusoft support.