Appointment Scheduling — Redesigned

We're rolling out a completely redesigned appointment scheduling experience that gives members, coaches, and program managers significantly more control, visibility, and flexibility than what's available today.

What's Changing

• Member Self-Service For the first time, members can view their upcoming and past appointments, reschedule, or cancel directly from the platform—no back-and-forth with their coach needed. Today, members can book through a Flow but have no way to see or manage their appointments afterward. That changes with a dedicated scheduling experience accessible from the platform UI.

• Two Ways to Book Members can book appointments directly (client configured option) from a scheduling page—browsing available profiles and selecting a time—in addition to the existing Flow-based booking. Flows remain a powerful option for guided intake experiences that route members to the right session type through branching logic, but standalone booking gives members a faster path when they already know what they need.

• Full Coach Management Coaches get a unified calendar view of all their appointments and can reschedule, cancel, book on behalf of a member, and mark sessions as completed or missed—all without leaving the admin experience. Coaches also manage their own availability directly: a recurring weekly schedule plus date-specific overrides for time off or adjusted hours.

• Booking Profiles Coach Managers can create tailored booking profiles for different coaching sessions—each with its own category, session type, duration, coach pool, and routing rules. Whether it's an initial nutrition consultation or a tobacco cessation follow-up, every session type gets its own configuration.

• Flexible Meeting Types Each booking profile specifies how the session takes place: Virtual (with a meeting link), Phone (coach calls the member), or In-Person (at a defined location). The right details are automatically shown to members during booking and included in all notifications.

• Smart Availability & Conflict Prevention Coach availability can be narrowed per booking profile—so a coach who works five days a week can limit certain session types to specific days. The system prevents double-bookings for both coaches and members, accounts for buffer time between sessions, and handles time zone differences automatically.

• Automated Notifications & Reminders Confirmations, reminders, reschedule alerts, and completion notices are sent automatically via email, push notification, in-app messaging, or SMS. Reminder timing and channels are configurable per booking profile.

• Comprehensive Reporting Suite A full set of reports gives Coach Managers visibility into scheduling activity: an Appointment Summary dashboard with visual charts, a detailed Appointment Details drill-down, Session Counts grouped by member or coach, Coach Utilization metrics, No-Show & Cancellation pattern analysis, Time-to-Book distributions, and a First-Time Booking Adoption report that tracks how many new members are engaging with coaching services over time.

Why It Matters

• Members Stay in Control – Viewing, rescheduling, and cancelling appointments happens inside the platform for the first time—giving members the self-service experience they expect.

• Coaches Work Faster – Managing appointments, availability, and session outcomes all happen in one place, eliminating extra steps and context-switching.

• Smarter Program Design – Flow-based booking continues to support guided intake experiences, and optional standalone booking adds a direct path for members who are ready to schedule.

• Data-Driven Coaching Operations – Purpose-built reports surface utilization, adoption trends, no-show patterns, and scheduling behavior—replacing manual work with real-time insights.

• Enterprise-Ready – Full multi-tenant isolation, portal and portal group filtering, and role-based access through the Coach Manager role ensure the system scales with your organization.

This is one of the most significant platform upgrades we've made—bringing the full scheduling lifecycle into the core of the Avidon Health experience so coaching programs run more smoothly, members connect with coaches more easily, and program managers see exactly how their coaching services are performing.