Appointment Statuses Explained

Every appointment in Driive has a status that tells you exactly where it is in your workflow. Understanding these statuses helps you keep your pipeline organized and ensures nothing falls through the cracks.

Status overview

Each status in detail

Requested

A customer submitted a booking form on your website or through a shared booking link. The appointment lands in the Requests lane on the kanban board, waiting for someone on your team to review it.

What you see:

• Customer name, appointment type, and any booking form answers.

• Lead score (0-100) if lead scoring is configured on the appointment type.

• Disqualification notice if the customer's answers triggered a disqualification rule (e.g., outside your service area, low lead score).

What you can do:

• Approve & Schedule — Accept the request and move it forward. The customer receives a link to pick a time slot.

• Deny — Reject the request. The appointment moves to the Rejected status.

Needs Scheduled

The appointment has been approved but does not have a confirmed date and time. This happens when:

• The customer was sent a booking link but did not complete the selection.

• The appointment was created manually via quick book without scheduling.

What you can do:

• Send Booking Link — Resend the customer a link to choose a time.

• Find Times — Open the scheduling view and pick a time slot yourself.

• Delete — Remove the appointment if it is no longer needed.

This lane needs regular attention — appointments sitting here too long are at risk of being forgotten.

Scheduled

A date and time are confirmed. The appointment is on your team's calendar and the customer has received a confirmation.

What you see:

• The scheduled date and time displayed prominently (e.g., "Today at 2:00 PM" or "Wed, Mar 25 at 10:00 AM").

• Assigned team member(s).

• Duration and location.

What you can do:

• Send Notification — Send the customer an "On My Way," "Running Late," or "Reminder" message.

• Reschedule — Move the appointment to a different date or time.

• Mark Complete — Finish the job early or confirm it is done.

• Cancel — Call off the appointment.

In Progress

The appointment is currently underway. This status indicates your team is actively working the job.

What you see:

• "This appointment is currently underway."

What you can do:

• Mark Complete — Confirm the work is finished.

• Cancel — Cancel if the job cannot be completed.

Appointments transition to In Progress automatically when the scheduled start time arrives, or you can move them manually.

Completed

The service has been delivered and the job is done. Completed appointments move to the Completed lane on the kanban board.

How appointments get here:

• You manually click Mark Complete from the detail page, kanban board, or list view.

• Driive auto-completes the appointment after the scheduled end time has passed.

Completed is a terminal status -- the appointment cannot be moved back to an active status. All details, history, and activity are preserved for your records.

Learn more about completing appointments

Cancelled

The appointment was called off by your team or by the customer.

What is recorded:

• Who cancelled the appointment (team member name or "customer").

• The cancellation reason (if provided).

• The date and time of cancellation.

Cancelled is a terminal status. The appointment stays in your records but is no longer active. The time slot is freed up for other bookings.

Learn more about cancelling appointments

Rejected

Your team declined the booking request. This is different from cancellation -- rejection happens before the appointment is ever scheduled.

When to reject:

• The customer is outside your service area.

• The lead score is too low.

• The booking form answers indicate a poor fit.

• The request appears to be spam.

Rejected is a terminal status. The appointment stays in your records for reference.

Status flow diagram

Here is how appointments typically move through statuses:

                          +----------+
                          | Rejected |
                          +----------+
                               ^
                               | (Deny)
                               |
+----------+   Approve   +---------+   Customer picks   +-----------+
| Requested| ----------> | Pending | -----------------> | Scheduled |
+----------+             +---------+                     +-----------+
                               |                              |
                               | (No time selected)           | (Start time arrives)
                               v                              v
                      +----------------+              +--------------+
                      | Needs Scheduled| -----------> | In Progress  |
                      +----------------+  (Schedule)  +--------------+
                               |          via either       |
                               |          path             | (Mark Complete
                               |             |             |  or auto-complete)
                               |             v             v
                               |       +-----------+  +-----------+
                               |       | Scheduled |  | Completed |
                               |       +-----------+  +-----------+
                               |             |
                               |             | (Cancel)
                               |             v
                               |       +-----------+
                               +-----> | Cancelled |
                                       +-----------+

Key transitions

Terminal statuses

Three statuses are terminal, meaning the appointment cannot be moved to another status:

• Completed

• Cancelled

• Rejected

If you need to rebook a customer after a cancellation or rejection, create a new appointment using quick book.

Related articles

• Appointments Overview

• Kanban Board

• Scheduling an Appointment

• Completing an Appointment

• Cancelling an Appointment