Key Concepts and Glossary
As you use Driive, you'll come across terms that have specific meanings within the platform. This glossary defines each one so you always know what's being referenced. Bookmark this page for quick reference.
Appointment
A scheduled service visit between your business and a customer. Appointments move through a series of statuses — from Requested (a new booking comes in) to Scheduled (confirmed and assigned) to In Progress (your crew is on-site) to Complete (job done) or Canceled.
Every appointment includes customer contact info, the service type, date and time, assigned team member(s), and any answers the customer provided on the booking form.
Learn more in Appointments.
Appointment Type
A service your business offers that customers can book. Each appointment type has its own name, duration, description, booking questions, and team assignments. Examples include "Roof Inspection," "AC Tune-Up," "Drain Cleaning," or "Initial Consultation."
You can have as many appointment types as you need, and each one gets its own booking page.
Learn more in Appointment Types.
Booking Form
The customer-facing page where someone requests an appointment. When a customer visits your booking link, they see the booking form — which includes your branding, a description of the service, any booking questions you've configured, and a calendar to pick a date and time.
The booking form can be shared as a direct link, embedded on your website as a widget, or accessed through a routing form.
Learn more in Booking Pages.
Routing Form
A smart questionnaire that helps direct customers to the right appointment type before they book. Instead of making the customer choose from a list of services, a routing form asks questions (e.g., "What type of service do you need?" or "Is this an emergency?") and uses the answers to recommend or automatically select the correct appointment type.
Routing forms are especially useful if you offer many services or want to triage incoming requests.
Learn more in Booking Pages.
Team
A named group of users in your organization. Teams help you organize your crew by skill set, service type, or geographic region — for example, "Roofing Crew A," "HVAC Techs," or "North Side Team."
When you assign an appointment type to a team, only members of that team will be offered as available for those bookings.
Learn more in Teams and Users.
User
A user in your Driive organization. Every user has a role that determines what they can see and do:
Role | What they can do |
|---|---|
Admin | Full access. Can manage billing, invite users, change settings, and view all appointments. |
Member | Can view and manage appointments, access the calendar, and update their own profile. Cannot change organization settings or billing. |
Restricted | Limited access. Can only view appointments assigned to them. Cannot access organization-wide data. |
Learn more in Teams and Users.
Lead Scoring
An automatic qualification system that evaluates incoming booking requests based on the answers customers provide. You define scoring rules on your booking questions — for example, a customer who selects "Insurance claim" might score higher than "Just browsing."
Lead scores help you prioritize which requests to follow up on first, so your team focuses on the highest-value opportunities.
Buffer Time
A configurable gap between consecutive appointments. Buffer time gives your team travel time, prep time, or a breather between jobs. For example, if you set a 30-minute buffer, a 1-hour appointment ending at 10:00 AM means the next available slot starts at 10:30 AM.
Buffer time can be set as "before," "after," or both, and is configured per appointment type.
Learn more in Appointment Types.
Booking Window
The time range in which customers are allowed to book appointments. The booking window has two parts:
Minimum notice — How soon before an appointment a customer can book. For example, a 24-hour minimum means customers can't book anything less than a day out. This prevents last-minute bookings you can't prepare for.
Maximum advance — How far into the future customers can book. For example, a 60-day maximum means customers can only see availability within the next two months.
These settings are configured per appointment type.
Learn more in Appointment Types.
Service Area
The geographic region your business covers, defined as a radius around your business address. When customers outside your service area try to book, they'll see a message letting them know you don't serve their location.
Your service area is set during onboarding and can be updated anytime from Setup > Company.
Learn more in Availability and Service Area.
Kanban Board
The visual appointment management interface in Driive. Appointments are displayed as cards organized into columns (lanes) by status:
Requested — New bookings waiting for your review.
Scheduled — Confirmed and assigned to a team member.
In Progress — Your crew is currently on-site.
Complete — The job is finished.
Canceled — The appointment was called off.
Drag and drop cards between lanes to update their status. Click any card to see full details.
Learn more in Appointments.
Shortcuts
Saved booking link configurations that let you quickly share pre-filled or customized booking URLs. Instead of sending the generic booking page link every time, you can create a shortcut that pre-selects an appointment type, prefills customer information, or skips certain steps.
Shortcuts are useful for recurring customers, marketing campaigns, or specific service promotions.
Related resources
Dashboard Overview — See where these concepts appear in the Driive interface.
Quick Start: Your First Booking — See these concepts in action with a hands-on tutorial.
Onboarding Walkthrough — Learn how these concepts are configured during initial setup.