Services
Service Access Modes
Last updated 8 July 2026
Service Access Modes
Service access modes control whether a service can be booked directly online, must start with a consultation request, starts as a quote request, or stays hidden from the public storefront.
TL;DR
- Use Book online when customers can choose a time and confirm the service themselves.
- Use Consultation first or Quote request when the team needs details before recommending a booking.
- Use Internal only to keep a service available to staff but off the public booking page.
- The full access mode setup is on web; native mobile service screens still show the older Requires Consultation field.
Service access modes are set in Services on web. Open a service, find Customer booking, choose the customer path, then use Storefront handoff in advanced setup for request details, photo requirements, and reply expectations. Customers who choose a consultation-first or quote request service see Start consultation or Request a quote instead of the normal time picker.
What are service access modes?
Service access modes are the customer-facing booking path for a service. The mode is stored on the service and used by the storefront, booking flow, service form, and Inbox follow-up.
| Mode | Storefront action | What customers can do |
|---|---|---|
| Book online | Book this service | Choose a time and book through the normal online booking flow. |
| Consultation first | Start consultation | Send service details first so the team can reply, book a consultation, or add a booking. |
| Quote request | Request a quote | Send details first so the team can quote or recommend the next step. |
| Internal only | Not shown publicly | Staff can keep the service internally without listing it on the public storefront. |
Direct booking is blocked for any service that is not Book online. If the booking flow receives a consultation-first or quote request service, it opens the intake sheet instead; the booking API also rejects direct booking with: "This service needs a consultation or enquiry before it can be booked online."
How do you set the customer booking path?
Set the customer booking path from the web service form. The full access mode controls are not exposed in the native mobile service form in v1.
- Go to Services.
- Click Add Service or open an existing service.
- Find Customer booking.
- Under How can customers start this service?, choose Book online, Consultation first, Quote request, or Internal only.
- If you choose Consultation first, choose what happens After request.
- Open advanced setup and review Storefront handoff.
- Save the service.
For Consultation first, After request can be Team replies manually or Offer a consultation booking. Offer a consultation booking needs an active service marked Use as a consultation option with Customer booking set to Book online.
Tip
Create a short, bookable consultation service first if you want customers to book a consultation immediately after submitting their details.
What customers see on the storefront
Customers see the service card, price, duration, and the access-specific action. Consultation first services show Start consultation. Quote request services show Request a quote.
The request sheet asks for:
| Field | Required | Notes |
|---|---|---|
| What result are you looking for? | Yes | Minimum 10 characters. |
| Current state | No | Free-text context. |
| Relevant history | No | Free-text context. |
| Allergies, sensitivities, or safety notes | When risk prompts are enabled | Shown when Risk prompts is not None. |
| Timing | No | Select timing, This week, Next 2-4 weeks, or No rush. |
| Deadline or event | No | Free-text deadline context. |
| Inspiration link | No | URL field with https:// placeholder. |
| Photos | Depends on service setup | Photo type can be Current, Inspiration, Reference, or Other. |
| Name | Yes | Customer name. |
| Yes | Used for the Inbox thread and reply. | |
| Phone | Required for text replies | Required when Preferred reply is Text message. |
| Preferred reply | Yes | Email, Text message, or Either. |
The customer clicks Send request. On success, the sheet shows Request sent and tells the customer the venue will reply by email, text message, or either channel, depending on the selected reply preference. If a linked consultation is offered, the customer also sees Book consultation.
Settings
These settings are in the service form on web.
| Setting | Options | Default |
|---|---|---|
| How can customers start this service? | Book online, Consultation first, Quote request, Internal only | Book online |
| After request | Team replies manually, Offer a consultation booking | Team replies manually |
| Consultation service | Active online services marked Use as a consultation option | None |
| Pre-booking intake | No template or a saved form template | No template |
| Expected reply time | Not shown, 2 hours, 4 hours, 1 day, 2 days, 3 days, Custom | Not shown |
| Custom expected reply time | Hours or days, capped at 7 days | 1 day when Custom is first selected |
| Required photo count | 0 to 6 | 0 |
| Risk prompts | None, Light, Full form | None |
| Use as a consultation option | On or off | Off |
The Pre-booking intake selector is saved on the service and can resolve linked intake follow-up for matching bookings. The public consultation or quote request sheet currently uses the built-in request fields listed above.
Photo upload rules
Photo uploads are optional unless Required photo count is above 0. The service setup can require 0 to 6 photos, while the customer intake sheet accepts up to 12 uploaded photos.
| Rule | Limit |
|---|---|
| Accepted types | JPG, PNG, HEIC, HEIF, or WebP |
| Maximum file size | 8 MB per photo |
| Maximum uploaded photos | 12 per request |
| Required photos | 0 to 6, based on service setup |
| Storage bucket | concierge-photos |
If too few required photos are uploaded, the customer sees: "Upload [number] more photo[s] before sending this request." If the service is no longer accepting consultation photos, the upload returns: "This service is not accepting consultation photos."
Inbox follow-up
Every successful consultation-first or quote request creates a service intake submission and links it to one Inbox thread. The Inbox detail shows whether it is a Consultation request or Quote request, the service name, and the number of attached photos.
Operators can use the prefilled actions in the thread:
| Action | What it does |
|---|---|
| Book consultation | Opens booking with the linked consultation service when one is configured. |
| Add booking | Opens booking for manual conversion when no linked consultation service is set. |
| Draft photo request | Prefills a reply asking for one or two more photos in natural light. |
| Draft recommendation | Prefills a reply recommending the requested service as the starting point. |
| Draft decline | Prefills a reply declining the requested service and offering a safer alternative. |
The same request content is also written into the Inbox message: customer name, email, phone if provided, preferred reply, timing, deadline or event, desired result, current state, relevant history, allergies or sensitivities, inspiration link, photos, and submission ID.
Who can use this
| Role | Access |
|---|---|
| Owner | Can configure service access modes, intake settings, linked consultation services, and internal-only services. |
| Manager | Can configure these settings when their role allows service management. |
| Team | Can follow up from Inbox and create bookings when they have the relevant Inbox and calendar access. |
| Customer | Can start consultation-first and quote request flows from the public storefront. |
Service access modes and basic intake are available on all plans. AI triage or automated quote handling is not part of this shipped flow.
Platform differences
| Platform | Current behaviour |
|---|---|
| Web service setup | Full controls for Customer booking, After request, Storefront handoff, photos, reply time, risk prompts, and linked consultation service. |
| Web storefront | Shows Book this service, Start consultation, or Request a quote based on the service mode. |
| Web Inbox | Shows consultation and quote request context with booking, photo request, recommendation, and decline actions. |
| Mobile service setup | Native service screens still show Requires Consultation and Consultation Forms. They do not expose the new Customer booking access mode controls in v1. |
Common mistakes
| Mistake | What to do instead |
|---|---|
| Setting a POA service to Book online when the team must quote first | Choose Quote request if customers should send details before a price or booking is confirmed. |
| Choosing Offer a consultation booking without a consultation service | Create an active service marked Use as a consultation option and set its customer booking path to Book online. |
| Expecting an Internal only service to appear on the storefront | Use Book online, Consultation first, or Quote request for any service customers should see publicly. |
| Looking for access mode controls in the mobile service form | Use the web service form for Customer booking and Storefront handoff settings. |
Troubleshooting
| Issue | Solution |
|---|---|
| A customer cannot book the service directly | Check How can customers start this service?. Only Book online services can use direct online booking. |
| The customer sees Start consultation instead of time slots | The service is set to Consultation first. Change it to Book online if the customer should choose a time immediately. |
| Offer a consultation booking is disabled | Create or activate a consultation service, turn on Use as a consultation option, and set that service to Book online. |
| Photo upload fails | Check the file is JPG, PNG, HEIC, HEIF, or WebP and 8 MB or smaller. |
| Text reply fails validation | Enter a phone number, or change Preferred reply from Text message to Email or Either. |
FAQ
What are service access modes?
Service access modes control how a customer can start a service from your storefront: book online, send a consultation request, request a quote, or keep the service internal. The setting affects the storefront action, the booking flow, and whether the service can be booked directly.
How do I make a service consultation-first?
On web, open the service, go to Customer booking, choose Consultation first, then configure Storefront handoff before saving. If you want the customer to book a consultation after submitting details, choose Offer a consultation booking and link an active online consultation service.
Can customers book quote request services directly?
No. Quote request services stay visible on the storefront but open a request form instead of the direct booking flow. The booking API also blocks non-Book online services from direct public booking.
Who can configure service access modes?
Owners and managers who can edit services can configure service access modes from the web service form. Native mobile service screens do not expose the new access mode controls in v1.