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Customer View Management

This article covers setup, customization, branding, payment prompts, text areas, iFrames, logos, and custom scheduling links for the Customer View.

Written by Sabrina Herrera

📝 Overview

The Customer View is the online booking interface that allows customers to self-schedule appointments from any device. This guide covers the NextGen Customer View setup and configuration, along with related topics including customization, branding, payment prompts, custom links, iFrames, and more.

⚠️ Please Note: Terms for Appointment, Service, Staff Member, etc. may be different within your account's configuration. Only Headquarter and Location Administrators can make changes to the Customer View.

🧑‍💻 Customer View

The NexGen Customer View is a modern application used for online appointment scheduling activities. Administrators can choose which Location will use this application instead of the older Customer View. Customers on a mobile device (phone or tablet) can access and complete the appointment booking process similarly to customers on a desktop or laptop computer.

💡 Pro Tip: It is recommended that you review other Customer View settings carefully to determine the setup that works best for your business. If you have questions about a specific setting, please reach out to your administrator or our Support team.

🔍 Finding the Customer View URL

Administrators or Staff Members logged into the Site Administrator interface can quickly access the Customer View link.

Click here to learn more

From the site's top navigation, hover over the Customer View link at the top right corner of your account, then click on the Preview link. The Preview page will then display the link you can give to your customers.

🎨 Branding the Customer View

The header of your Customer View page can be branded with your company name or logo. Click the Layout tab to view the customization options. The following options apply to the NextGen Customer View:

  • Customer View Header — Format up to 3 lines of plain text.

  • Customer View Logo — Upload an image file to add a logo.

Click here to learn more

✏️ Company Name on the Customer View

Click: Layout Tab > Customer View Header Text

Within the Customer View Header Text section, you can change the company name in the First Line Text field.

💡 Please Note: This assumes you are not using your logo in the header part of the Customer View. If you are, changing the header text values will have no impact. To verify if you are using a logo, check the Customer View Logo section within the Layout tab of Site Administration.

✏️ Add Text to the Customer View

Yes, you can add custom text to the Customer View. Click on the Pages/Text tab within your Site Administration to see a number of links that allow you to customize the Customer View text.

📄 Custom Text Areas on the Customer View

  • Appointments — Displays on the right side in the Welcome box after the customer logs in. If you are not requiring the customer to log in, it displays on the right side when the customer first accesses the site.

  • Appointments - Top — Displays at the top of the Customer View, above the Appointment Locator and Welcome boxes. This text displays throughout the entire appointment process.

  • Cancellation Instructions — Displays above the customer's existing appointments. The Existing Appointments box displays on the right side and only shows if the customer has at least one future appointment.

  • Confirmed Instructions — Displays after the customer has selected a time slot.

  • Credit Card Instructions — If you are prompting customers for payment, this text displays above the credit card information fields.

  • Customer Info Prompt Instructions — Displays above the customer fields if you are prompting them to confirm their information.

  • Final Instructions — Displays after the appointment is finalized.

  • Login Header — Displays on the login page, above the Login/Password boxes and the Registration button. If you are not requiring customers to log in, this does not display.

  • Registration Header — Displays at the top of the registration page. If you require customers to log in, when they click the Registration button, this text displays at the top of that page. If you are not requiring customers to log in, this text displays after the customer selects an open time, above the customer fields they have to enter.

  • Special Instructions — Displays as the label for the Special Instructions box, which appears after the customer has selected a time slot.

  • WaitList Confirmation — If you are using the Waiting List feature, displays after the customer has placed themselves on the Waiting List.

  • WaitList Instructions — If you are using the Waiting List feature, displays at the top of the Waiting List page.

🔌 Custom Text Areas for Plug-ins/Tiers

  • Document Upload Instruction — Displays above the button a user would click to upload a document.

  • Existing Packages Header — If you are using the Packages feature, displays above the list of existing packages for the customer. If the customer does not have at least one Package assigned to them, this text will not display.

  • Gift Certificate Form — If you are using the Gift Certificate module and view a gift certificate from the Customer View or Site Administration, this text displays on the gift certificate.

  • Gift Certificates — If you are using the Gift Certificate module, displays at the top of the Gift Certificate page, which appears when customers click on the Gift Certificate link.

  • Package Full Error Text — If you are using Packages, displays if the customer's Package is full.

  • Picture Upload Instruction — Displays above the button a user would click to upload a picture.

  • Select Package Instructions — If you are using the Packages feature, displays above the prompt to select a package.

🗂️ Header Text for Appointments Page in Admin

  • Appointment Page Header — In Site Administration, displays at the top of the Appointment page.

  • Make/View Appointment Header — In Site Administration, displays at the top of the Make Appointment box. This box displays after you click on an open time slot, and also at the top of the Appointment Detail box, which displays when you click on an existing appointment.

🖼️ Logo

Many businesses want to make sure that their customers know they have landed on the right scheduling website. They often upload and display their business logo on the Customer View. To upload your logo:

  1. Click the Layout tab.

  2. In the Customer View Logo section, click the Browse button.

  3. Navigate to the logo file on your computer.

  4. Select Logo for the Use logo or text? option.

  5. Click Update at the bottom of the page.

💡 Please Note: Allowable formats are .jpg and .gif. If you attempt to upload more than 4 images, the system will disable the ability to upload for security reasons. Please contact our Technical Support department to have the number of upload attempts reset.

⚠️ Warning: You will see recommendations within the Layout section that suggest 300 x 200 pixels. Logos come in different sizes whether horizontally or vertically centered. The 300 x 200 pixel is just a recommendation. Depending on your logo, it can go wider or taller. Be cautious of having a logo too tall, as it may cause your clients to have to scroll down.

💡 Please Note: If you have chosen to upload a logo, please make sure the Custom Header option is set to No.

⚙️ Customizing the Appointment Booking Experience

While the Customer View and Site Administration are different applications, administrators control the view and functionality of the Customer View through the administrative application. You may review or modify configuration settings by clicking the Settings tab and then clicking on the Customer View page.

💡 Please Note: Some Settings do not apply to the NextGen Customer View. These are denoted with an asterisk (*) in the setting description. Other Settings may affect how customers book appointments. Review Settings for Appointments, Staff Members, Services, and other areas to view their current configuration. If you have questions about how a setting will change the appointment-booking experience, please contact your administrator or Client Services.

The Pages/Text and Layout sections of Site Administration can be used to customize the header and text areas of the Customer View. The Layout section allows you to customize the following areas:

📝 Customer View Header Text

  • Text — Enter the company or location name.

  • Font Color — Customize the color of the header text.

🖼️ Customer View Logo

  • Upload a logo to replace the header text.

  • The recommended size range is approximately 300 pixels wide by 200 pixels in height.

📐 Customer View Header

  • Use the WYSIWYG Web Editor to replace the Customer View Header.

🎨 Customer View Header Colors

  • Header Background Color — The background color of the header when using the Text option.

🔔 Please Note: HTML code cannot be used to modify the custom text areas of your scheduling site. However, custom website content can be added through the Pages/Text section of Site Administration using the tools provided in the WYSIWYG Web Editor. For example, use the WYSIWYG Web Editor to update the default text of the Customer View Appointments Page.

🌐 Pages/Text Tab

Customize labels, instructions, and on-screen text across every step of the customer-facing scheduling process.

Click here to learn more

The Pages/Text tab allows you to edit most of the text areas that your customers see on the customer view portion of the system. The only exceptions are two sections that allow you to add text to the Appointment Page in Site Administration. The links included within this section are clickable, and will take you to the appropriate area for your own customization.

NOTE: HTML cannot be added to the Pages/Text areas of Site Administration. Custom website content can only be added to the Pages/Text sections using the tools provided in the WYSIWYG Web Editor.

🔑 How to Access the Pages/Text section

GO TO: Pages/Text tab > Select a Pages/Text area from the list to add custom text to your scheduling site.

🗂️ Available Pages/Text Areas

  • Appointments
    Any text you enter here will display on the page that displays after your customers log in. Or, if you are not requiring them to log in, it will display when they first enter the appointment page.

  • Login Header
    This text displays on the Login page. This is the page that gives the user the option of logging in or registering.

  • Registration Header
    When customers click on the link to register and the Registration page displays, any text you enter here will display at the top of that page.

  • Special Instructions
    When customers are making appointments, after they select their desired time slot, a text box will display that allows them to enter any special instructions. If you would like to change the "Special Instructions" label, you may change it here. Please note: This text will be displayed as bold on the customer's form.

  • Credit Card Instructions
    If you are going to be prompting customers for payment, the text entered here will display just above the payment information fields.

  • Option to Pay Instructions
    If you choose to offer alternative methods of payment this is where you inform your customers of the options.

  • Cancellation Instructions
    On the Customer View, if your customers have any scheduled appointments, information about them will display when they log in. The text entered into this section will display above the list of their scheduled appointments.

  • Wait List Instructions
    When customers click on the Waiting List link on the Customer View, a page displays prompting them for some information. Text entered here will display at the top of this page.

  • Wait List Confirmation
    If customers place themselves on the waiting list, this text will display when they have successfully submitted their waiting list request.

  • Confirmed Instructions
    Once customers select an open time slot, this text will show at the top of the next page that displays.

  • Final Instructions
    After a customer’s appointment has been confirmed, this is the text that will display.

  • Appointments - top
    On the Customer View, this text displays at the top, above the Appointment Locator and Welcome boxes. This text displays throughout the entire scheduling process.

Header text for appointments page in Site Administration

  • Appointment Page Header
    In Site Administration, displays at the top of the Appointment page.

  • Make/View Appointment Header
    In Site Administration, displays at the top of the Make Appointment box. The Make Appointment box displays after you click on an open time slot. It also displays at the top of the Appointment Detail box. That box displays when you click on an existing appointment.

Custom Text areas that appear when certain plug-ins/features are active

  • Document Upload Instruction
    Text added to this section will show above the button a user would click on to upload a document. (Available when using the Document Upload plugin)

  • Existing Packages Header
    Text added to this section will show above the list of existing packages assigned to a customer. This text will only show if a customer has at least 1 package assigned to their profile. (Available when using the Packages feature)

  • Gift Certificate Form
    Text added to this section will show when viewing Gift Certificates through Site Administration and the Customer View. (Available when using the Gift Certificates plugin)

  • Gift Certificates
    Text added to this section will show at the top of the Gift Certificates page of the Customer View after clicking the Gift Certificates link. (Available when using the Gift Certificates plugin)

  • Package Full Error Text
    Text added to this section will show as a red error message at the top of the Customer View when attempting to schedule using a fully used package. Note that the message will only show when using Packages Preference #3 to disallow the use of full packages. (Available when using the Packages feature)

  • Picture Upload Instruction
    Text added to this section will show above the "upload" button users will click on to upload a picture through the Customer View. (Available when using the Picture Upload plugin)

  • Select Package Instructions
    Text added to this section will show above the prompt to select a package on the Customer View. Available when using the Packages feature.

Marketplace button here**

🖥️ Additional Customer View Preferences

Set up login requirements, profile fields, payment prompts, and waiting list options to tailor the customer booking experience.

Click here to learn more

👤 Customer Login or Registration Options

The NextGen Customer View can be configured to support any use case or scenario for managing customer information. If you anticipate that your customers will return for future appointments, it is recommended that you provide a way for each customer to register with a username and password. Return visitors will be able to log in to book another appointment or update their profile information.

By default, your scheduling system requires the creation of a new profile or, for returning users, to log in prior to creating an appointment. This provides the most security because customers cannot review information about your schedules without first logging in or registering.

By changing Customer View setting #3 — "Require customers to log in before being able to make appointments" — to No, you will allow customers to begin the booking process as a guest. Customers will be able to review available Services, Staff Members, and dates/times prior to being prompted to log in or register to complete the appointment. If your customers book appointments for pets, the login setting will be automatically set to Yes.

📋 Customer Profile Fields

When customers create a profile in the system, you can prompt or require them to enter information into specific fields. Visit the Settings tab and click to view Customer Fields/Terms. From this page, you can set the hidden, optional, or required status of each field, as well as change the label on each field.

Each field can be set separately to minimize the fields required to complete a profile. Minimally, it is recommended that you require a first and last name, username, and password for customers that will register and log in. Additional optional or required fields can be modified based on your business needs.

⏳ Waiting List Options

If customers are unable to find an available date and time, you may offer them a Waiting List option. By joining the waiting list, customers let you know they are interested in a particular Service or Staff Member when they were unable to create an appointment.

To enable the waiting list functionality, visit the Settings tab and click on the Waiting List page. Enable the first option on that page and review the other settings for this functionality. Once enabled, administrators should review any entries on the waiting list to determine if they can assist the customer in booking the specific appointment.

💳 Prompt to Pay When Scheduling

Click: Settings tab > Customer Payments

There are four sections: Gift Certificates, Appointments, Packages, and POS. The Appointments section controls how customers are prompted for payment on the Customer View.

  1. Preference 1 — Choose how you would like customers to be prompted. The options are:

    • Set up your own merchant account through us. Payments post directly to your bank account. Contact Support for details.

    • Prompt But Don't Process. This will prompt the customer to enter their credit card information, but will not process the transaction. It will verify it is a valid card number and store it in the customer's profile. The credit card number can then be accessed via admin by looking up the customer's information. This option is often used if a company wants customers to enter a credit card number to hold their appointment time.

    • Do Not Prompt. The customer will not be prompted to enter payment information.

  2. Preference 2 — Enter your login information.

  3. Preference 3 — Give customers the option to pay.

  4. Preference 4 — Control whether customers who already have a credit card on file are prompted for payment information.

  5. Preferences 5 & 6 — Choose to only prompt for payment on Events or Services.

  6. When you have made your selection, click the Update button at the bottom. Always log in as a customer and do a test to make sure you understand how it works and to ensure it is set up properly.

💡 Tip: If you give customers the option to pay, you can display custom text above that area on the Customer View. Use this text to provide more information about paying when they make the appointment versus at the time of service. This custom text can be entered by clicking on the Pages/Text button, then clicking on the Option to Pay Instructions link.

💰 Capture Credit Card Information from the Customer View

Because credit card capture (prompt but don't process) converts a credit card number to a stored payment token, you must use the POS system to process future payments using that token. The token cannot be used externally to the scheduling system.

⛔️ The stored payment token cannot be used outside of the scheduling system. Future payments using the captured card must be processed through the built-in POS system.

🔗 iFrames (Inline Frames) with the Customer View

An iFrame (Inline FRAME) is an HTML structure that lets you embed one website page within another. Find out how it works with the Customer View below.

Click here to learn more

💡 Pro Tip: The minimum supported browser screen resolution/size of the Classic Customer View is: 1024x768

An iFrame (Inline FRAME) is an HTML structure that lets you embed one website page within another. The iFrame is set up as a window frame of a specified size that scrolls along with the rest of the page, but the iFrame's content can itself be scrolled if it is larger than the iFrame window.

You can add your Customer View to your website via iFrames. The advantage of this is that customers do not have to navigate away from your website, and the scheduling site looks integrated with your website. You or your web designer will need to integrate the iFrame into your website and maintain it.

Below is a sample of the code you would need to enter:

<iframe src="Customer View URL Here" height="Enter in Pixels or %" width="Enter in Pixels or %">

👤 Customized Customer View Links

Need a way to preselect the options that end users see when scheduling? This guide shows how to create customized links (also known as Dedicated Links or Embedded Links) that can automatically select items such as Locations, Staff Members, and Services from the Customer View menus.

Click here to learn more

⚠️ Please Note: The terms used to create customized links may show differently in your account depending on your account configuration. For example, you might refer to "Locations" as "Areas" or "Sites."

👥 Staff Member Links

Click here to learn more

  1. Click the Staff Members tab.

  2. Select the Staff Member.

  3. Scroll to the Dedicated Link field, copy the link provided.

💡 Please Note: This works for both Classic and NextGen Customer View applications.

📍 Location Links

Click here to learn more

  1. Select a Location from the drop-down list in Site Administration.

  2. Mouse over the Customer View link.

  3. Click on Preview.

  4. The custom link will then show the location you selected in step 1.

💡 Please Note: Repeat this process to find the direct link for each account location.

🚪 Room Links

Click here to learn more

  1. Click the Rooms tab.

  2. Mouse over the Room name.

  3. In the Status Bar of your web browser, locate the room_id number. The status bar usually displays in the lower-left corner of your browser window and shows the address of the link.

  4. Combine the room_id number with one of the custom location links by adding ?&r_id= and the room_id number to the end of the link.

💡 Please Note: This works for both Classic and NextGen Customer View applications.

🛠️ Service Links

Click here to learn more

  1. Click the Services tab.

  2. Mouse over the Service name.

  3. In the Status Bar of your web browser, locate the service_id number. The status bar usually displays in the lower-left corner of your browser window and shows the address of the link.

  4. Combine the service_id number with one of the custom location links by adding ?&service_id= and the service_id number to the end of the link.

💡 Please Note: This works for both Classic and NextGen Customer View applications.

📆 Event Links

Click here to learn more

  1. Click Events.

  2. Mouse over the Event name.

  3. In the Status Bar of your web browser, locate the service_id number. The status bar usually displays in the lower-left corner of your browser window and shows the address of the link.

  4. Combine the event_service_id number with one of the custom location links by adding ?&event_service_id= and the service_id number to the end of the link.

💡 Please Note: This works for both Classic and NextGen Customer View applications. Custom links for Events will only work properly when using a drop-down list to show Events on the Customer View. To change your events list to a drop-down: click Settings > Events, locate Preference #2, click the Yes option, then click the Update button to save changes.

❌ Disable Customer View

By default, your Customer View will be enabled and available for testing when you create a new account. However, you have the choice of either allowing or disallowing your customers to make their own Appointments. If you choose to only allow appointments to be scheduled in Site Administration, follow the process below to disable your Customer View.

Click here to learn more

  1. Click the Settings tab.

  2. Click Customer View Preferences on the left.

  3. Set Preference #24 to Yes.

  4. Use Preference #25 to add or modify the text that displays when the Customer View is disabled. (Optional)

  5. Click Update.

💡Tip: If you have enabled the Appointment Action Links feature, those links will still allow customers to access the Customer Action Page to confirm and cancel appointments even when the Customer View is disabled.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Can I use HTML code to format the text areas of the Customer View?

No, HTML code cannot be used to modify the custom text areas of your scheduling site. However, custom website content can be added through the Pages/Text section of Site Administration using the tools provided in the WYSIWYG Web Editor. For example, use the WYSIWYG Web Editor to update the default text of the Customer View Appointments Page.

Can I capture credit card information from the Customer View to process later in my own terminal?

No. Because credit card capture (prompt but don't process) converts a credit card number to a stored payment token, you must use the POS system to process future payments using that token. The token cannot be used externally to the scheduling system.

What is the difference between the Classic and NextGen Customer View URLs?

The Classic Customer View URL begins with http://booknow.appointment-plus.com, while the NextGen Customer View URL begins with http://book.appointment-plus.com. If you are using a custom Customer View, the URL entered by your administrator will display.

Can I use the system for internal scheduling only?

Yes. Many clients prefer to use the system for internal scheduling and choose not to offer direct online booking. You can disable the Customer View by navigating to Settings Tab > Customer View > Preference #24 and setting it to Yes. You may also use Preference #25 to customize the text that displays when the Customer View is disabled.

Will Appointment Action Links still work if the Customer View is disabled?

Yes. If you have enabled the Appointment Action Links feature, those links will still allow customers to access the Customer Action Page to confirm and cancel appointments even when the Customer View is disabled.

What logo formats are supported for the Customer View?

Allowable formats are .jpg and .gif. The recommended size is approximately 300 pixels wide by 200 pixels in height, though logos may go wider or taller depending on your needs. Be cautious of logos that are too tall, as they may cause customers to need to scroll down.

What happens if I upload too many logo images?

If you attempt to upload more than 4 images, the system will disable the ability to upload for security reasons. Please contact our Technical Support department to have the number of upload attempts reset.

Can I embed the Customer View in my own website using an iFrame?

Yes. You can add the Customer View to your website via iFrames. The advantage is that customers do not have to navigate away from your website and the scheduling site looks integrated with your website. You or your web designer will need to integrate the iFrame into your website and maintain it.

Do customized links work with both the Classic and NextGen Customer View?

Yes. Customized links using parameters such as e_id, service_id, r_id, and event_service_id work for both the Classic and NextGen Customer View applications.

Why is my company name not changing even though I updated the header text?

If you are using a logo in the header part of the Customer View, changing the header text values will have no impact. To verify if you are using a logo, check the Customer View Logo section within the Layout tab of Site Administration.

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