Services at the client's address
Mark a service as done at the client's address, book it with their address, change the address, and why it can't mix with in-store services.
A remote service is one you do at the client's address, like a house call. Lilo asks for the address when the service is booked. It shows on the appointment, with a link to directions.
Everyone except service providers
Make a service remote
- Go to Catalog → Services and select Edit next to the service.
- Turn on Remote service.
- Select Save changes.
The service shows Remote in your list. To make it an in-store service again, turn Remote service off.
In the Lilo app, open the service and tap Edit. Turn on Remote Service and tap Save Changes.
Book a remote service
- On the Calendar, select New Appointment. Choose the client, and the location if you have more than one.
- Choose the remote service, then a date and time.
- On the last step, enter the client's address under Service Location. If they have one saved, it's already selected. Select Change to use a different one.
- Select Confirm Appointment. It stays grayed out until the address has a street, city, state and ZIP code.
If the address isn't the one on the client's profile, Lilo asks whether to save it to the profile. Select Save to profile or Just this appointment.
The Lilo app's booking screens ask for the address the same way.
How clients book online
- Once a client picks a remote service, your booking page won't let them add an in-store one. It tells them why. If they pick an in-store service first, they can't add a remote one.
- On the last step, Service Location asks for their address. Lilo fills in your location's state, and they can change it.
- Clients type the address every time. Your booking page never shows an address you have on file.
- After they book, Lilo saves the address to their client profile, replacing the old one. If it changed, the client's Activity shows Address changed (online booking).
Where the address shows
Your team sees it:
- On the appointment in the Calendar, under Service Location. Select the address to open directions in Maps.
- In Edit Appointment, on the Details tab.
- In the new-booking email providers get.
- On the appointment in the Lilo app. Tap the address for directions.
Clients see it right after they book, and in the client portal. It's also in their confirmation, reminder and reschedule emails and in the event they add to their calendar.
Change the address
- Open the appointment on the Calendar and select Edit.
- On the Details tab, select Edit next to the address.
- Change the address. For a recurring appointment, choose This visit only or This and future visits under Apply to.
- Select Done. If the address isn't the one on the client's profile, choose Update profile or Just this appointment.
- Select Save Changes. Until you do, the address shows Not saved yet.
Changing only the address doesn't send the client anything. You can't change it once the appointment is completed, cancelled or marked a no-show.
In the Lilo app, edit the appointment and tap the address. Your change saves when you tap Save address.
How it works
- An appointment happens in one place, so it can't mix remote and in-store services. That includes your team, with no override. Book them as separate appointments.
- Packages can't mix them. Lilo won't save a package that has both kinds.
- The address has to be a full US address with a street, city, state and 5-digit ZIP code. The apartment or suite is optional.
- A remote appointment still belongs to the location it was booked at. That location sets its time zone, and it has to offer the service.
- Each client has one saved address, on their profile. Bookings your team makes start with it. Online bookings replace it.
- Lilo only offers to save an address to the profile if you can edit clients and see their contact info.
- Turning Remote service on or off doesn't change appointments that are already booked.
- Lilo won't turn Remote service on or off if that would break an active package or a recurring series that hasn't ended. The message names what's in the way. Take the service out of the package, or cancel the series, first.
- Add-on services follow the same rule. Lilo only offers add-on services done in the same place as the main service, online and when your team books. See Add-ons and add-on groups.
Common questions
Can I add an in-store service to a remote appointment?
No. One appointment can't mix the two. Book the in-store service as its own appointment.
Can I turn an in-store appointment into a remote one?
No. An appointment booked in-store has no address, so Lilo can't add a remote service to it. Book a new appointment for the remote service.
What happens if I swap a remote service for an in-store one?
The appointment becomes an in-store appointment. Lilo removes the client's address from it.
Why didn't Lilo pick the client's saved address?
Lilo picks it only when the client's profile has a street address. If the rest isn't complete, Lilo fills in what's there and marks what's missing. On your booking page, clients always type it themselves.
Why doesn't the reminder text include the address?
Text messages never include it. Their confirmation, reminder and reschedule emails do.
Does Lilo leave time to travel between appointments?
No. To leave time to travel, make the service long enough to cover it.
Can Lilo AI book a remote service?
No. Lilo AI can't take an address. Book remote services on the calendar or in the Lilo app.