Check-in, statuses, and no-shows
What each appointment status means, and how to check a client in, start and complete their service, and mark a no-show.
Every appointment has a status that moves forward through the visit. You check the client in when they arrive, start the service, then complete it or check them out.
What each status means
| Status | What it means |
|---|---|
| Booked | The appointment is coming up. New and moved appointments are Booked. |
| Confirmed | Works the same as Booked. |
| Checked In | The client has arrived. |
| In Progress | The service has started. |
| Completed | The visit is done. It counts toward the client's visits. |
| Cancelled | You or the client cancelled it. Its time is open again. |
| No Show | The client didn't come. It counts toward the client's no-shows. |
Completed, Cancelled and No Show are final.
Check a client in
- Open the appointment on the Calendar.
- Under Quick Actions, select Check In. You'll see Client checked in.
You can also select Check In on the appointment's row in Operations → Appointments. If you see clients yourself, you can select Check in on the Next client card in My Day on your home screen.
In the Lilo app, tap the appointment, then tap Check In.
Start and complete the service
- Open the appointment on the Calendar.
- Select Start Service when the service begins. You'll see Appointment started.
- Select Complete when it's done. You'll see Appointment completed.
Starting the service is optional. In Appointments, you can select Complete on a checked-in row without starting it.
To take payment, select Check Out. Once the invoice is paid in full, Lilo marks the appointment Completed for you. Check out an appointment has the steps.
In the Lilo app, tap Start Service, then Complete. Quick Checkout completes the appointment and opens checkout in one step.
Mark a no-show
- Open the appointment on the Calendar.
- Select No Show. It shows up after the start time, or once the client is checked in. You'll see Marked as no-show.
Lilo doesn't ask you to confirm, and you can't undo it.
You can also select No Show on a checked-in row in Appointments. If you see clients yourself, the ⋯ menu on the Next client card has Mark as no-show.
In the Lilo app, tap the appointment, tap ⋯, then tap Mark as no-show and Confirm. The app only offers this before the client is checked in.
If the client paid a deposit, Cancellations, no-shows, and deposits explains what happens to it. With no-show protection on, repeat no-shows can mean the client pays a deposit the next time they book online.
How it works
What you can do at each status
- Booked or Confirmed: everything. You can change the appointment, move it, check the client in or cancel it.
- Checked In: you can add services, edit notes, check out, cancel or mark a no-show. You can't move the appointment, remove services or change providers.
- In Progress: you can complete it, check out or edit notes.
- Completed: you can check out or edit notes.
- Cancelled or No Show: you can only edit notes. Rebook books the same client and services again, and you pick the new time.
There's no way to go back a step, like from Checked In to Booked.
Timing and history
- You can check a client in at any time, even days early.
- Completed visits count toward the visits on the client's profile. No-shows show there under No-shows.
- Cancelled appointments stay on the calendar with a dashed red outline, so you can see what happened. On the Day view, select the info icon on one to open it.
Checkout-First Workflow
Some businesses don't track check-ins and go right to checkout. Checkout-First Workflow starts on for new Lilo Booth accounts and for some types of business, like Hair Salon and Barbershop. When it's on:
- Lilo hides Check In.
- When you open an appointment, Check Out is there unless it's cancelled or a no-show.
- Paying the invoice in full completes the appointment.
Owners and admins
To turn it on or off, go to Settings → Appointments and use the Checkout-First Workflow switch.
Common questions
Can I undo a check-in or a no-show?
No. You can't move an appointment back a step, and a no-show is final. You can still edit its notes.
Why don't I see No Show?
- On the Calendar, it shows after the start time, or once the client is checked in.
- In Appointments, it shows once the client is checked in.
- Once the service has started, you can't mark a no-show.
Why don't I see Check In?
- The client is already checked in, or the visit is past that step.
- Your business has Checkout-First Workflow on.
- In a narrow browser window, like on a phone, the calendar's smaller panel has no Check In or No Show. Use Operations → Appointments, a wider window, or the Lilo app.
Why is there no Check Out button?
- Check Out shows once the client is checked in.
- Once the appointment has an invoice, the button says View Invoice.
- If every provider on the appointment takes their own payments, you'll see Provider handles payment instead.
- Cancelled appointments and no-shows can't be checked out.
Do I need to confirm appointments?
No. Confirmed works the same as Booked, so there's nothing to do.
Does the client hear about a no-show?
If the client gets appointment emails from you, Lilo emails them about the missed appointment, with a link to book again.
Change, reschedule, or cancel an appointment
Change an appointment's services, provider, length or notes, move it to a new time, or cancel it, and what the client hears about it.
Recurring appointments
Book an appointment that repeats, fix dates that clash, cancel one visit, and pause, resume or cancel a whole series.