How Customers Book
Understanding what your customers see when they book helps you optimize the experience and reduce drop-off. Here's the complete journey from start to finish.
Step 1: Land on your booking page
Customers reach your booking page through a shared link, a button on your website, a QR code, or a direct URL. The page loads with your branding — your logo and brand colors — so it feels like an extension of your business.
Step 2: Choose a service
What customers see next depends on which booking mode you've configured:
Routing form mode — Customers answer a series of questions. Based on their answers, Driive automatically directs them to the right appointment type. They may not even see a list of services — the routing logic handles it behind the scenes.
Service listing mode — Customers see a list of your active appointment types with names and descriptions. They pick the service they want directly.
If the customer arrived via a direct appointment type link, this step is skipped entirely — they go straight to the booking questions.
Step 3: Answer booking questions
Once the appointment type is determined, the customer sees any booking questions you've configured for that service. Questions can include:
Text fields — "Describe the issue you're experiencing"
Select / dropdown — "What type of property is this?" (Residential, Commercial)
Photo uploads — "Upload a photo of the area that needs work"
These questions collect the information your team needs before the appointment, reducing back-and-forth later.
Tip: Keep questions focused on what you truly need to know before showing up. Too many questions can cause customers to abandon the booking.
Step 4: Pick a time
The customer sees a calendar with your available time slots. The calendar respects your:
Business hours and team member availability
Existing appointments (booked slots are removed)
Connected calendar events (Google Calendar or Outlook blocks are accounted for)
Booking window settings (how far in advance customers can book)
Customers select a date, then choose from the available time slots on that date.
Step 5: Enter contact information
After selecting a time, the customer fills in their details:
Name (first and last)
Email address
Phone number
Address (street, city, state, ZIP)
If a contact with the same email already exists in your Driive account, the new appointment is linked to that existing contact automatically.
Step 6: Confirm the booking
The customer reviews their selections — service type, date and time, and contact information — then clicks Confirm Booking to submit.
Step 7: Receive a confirmation email
Immediately after booking, the customer receives a confirmation email with:
Appointment date and time
Service type
Location / address
A link to their confirmation page where they can reschedule or cancel
Your team also receives a notification (based on your notification settings) so they can review and manage the new booking.
Step 8: Reschedule or cancel
From the confirmation email or confirmation page, the customer can:
Reschedule — Pick a new date and time from available slots.
Cancel — Cancel the appointment with an optional reason.
These self-service options reduce inbound calls and give customers control over their booking. See Customer Confirmation Portal for full details.
The experience at a glance
Step | What happens |
|---|---|
1. Land | Customer opens your booking page link |
2. Choose service | Routing form guides them or they pick from a list |
3. Answer questions | Text, select, and photo upload questions |
4. Pick time | Browse available slots on the calendar |
5. Enter info | Name, email, phone, address |
6. Confirm | Review and submit the booking |
7. Email | Confirmation email with appointment details |
8. Self-service | Reschedule or cancel from the confirmation page |
What's next
Routing Form — Configure the smart questionnaire your customers see.
Booking Links and Sharing — Get your booking link in front of customers.
Customer Confirmation Portal — Learn about the post-booking experience.