Configure Customer Booking Management
How to enable and configure the Resytech customer self-service portal for cancellations, rescheduling, messaging, and guest information management.
The Customer Booking Management portal (also called the Customer Portal) gives your customers a self-service link where they can view their booking, cancel or reschedule it, send messages to your team, and fill in guest details -- all without contacting you directly. You control exactly which actions are available and set time-window restrictions.
Before you begin
- You need access to the Resytech Dashboard with permission to manage customer portal settings.
- Decide which self-service actions you want to allow and what time restrictions to enforce.
Steps
- In the sidebar, click Customer Portal (or navigate to Dashboard > Customer Booking Management > Settings).
- Configure each section as described below.
- Click Save Changes.
Settings reference
Enable the portal
| Setting | Default | Description |
|---|---|---|
| Enable Customer Portal | Off | Master toggle. When disabled, none of the features below are available and the self-service link in booking confirmation emails leads to a generic page. |
All other settings below are grayed out and cannot be edited until the portal is enabled.
Cancellation
| Setting | Default | Description |
|---|---|---|
| Allow Customers to Cancel | Off | When enabled, customers can cancel their own bookings from the portal. |
| Cancellation Window | (empty) | Minimum number of hours before the booking start time that a customer can still cancel. Leave empty for no restriction. Example: set to 24 to prevent cancellations within 24 hours of the booking. |
Rescheduling
| Setting | Default | Description |
|---|---|---|
| Allow Customers to Reschedule | Off | When enabled, customers can change the date and time of their booking. |
| Reschedule Window | (empty) | Minimum number of hours before the booking start time that a customer can still reschedule. Leave empty for no restriction. Example: set to 48 to require rescheduling at least 2 days in advance. |
Support messaging
| Setting | Default | Description |
|---|---|---|
| Allow Support Messages | Off | When enabled, customers can send text messages to your team directly from the booking portal. Messages appear in your dashboard chat inbox. |
Guest information
| Setting | Default | Description |
|---|---|---|
| Allow Guest Information Entry | Off | When enabled, customers can add or edit names and contact details for each guest on their booking before arrival. |
| CRM Contact Creation | Off | Controls whether guest details are synced into your CRM as customer contacts. Only visible when guest information is enabled. |
CRM Contact Creation modes
| Mode | Value | Behavior |
|---|---|---|
| Off | 0 | Guest details are saved on the booking only. No CRM contacts are created. |
| Relaxed | 1 | If a guest provides an email address, a CRM contact is created or linked automatically. Phone is optional. |
| Enforced | 2 | Email and phone are required for all guests. A CRM contact is always created. |
How to let customers reschedule their own bookings
This is one of the most common use cases. Follow these steps:
- Enable the Customer Portal master toggle.
- Check Allow Customers to Reschedule.
- Set a Reschedule Window (e.g.,
24hours) to prevent last-minute changes that are hard to backfill. - Click Save Changes.
Customers will see a "Reschedule" button on their booking management page. When they click it, they are presented with available dates and time slots for the same activity. The system runs the same scheduling and conflict-check logic as a new booking to ensure no overbooking occurs.
How to reduce no-shows with self-service cancellation
Allowing cancellations might seem counterintuitive, but it helps you:
- Free up slots that can be rebooked by other customers.
- Reduce no-show rates because customers cancel instead of simply not appearing.
- Improve the customer experience, increasing repeat business.
Set a cancellation window (e.g., 12 or 24 hours) to give yourself enough lead time to resell the slot.
Tips
- Start with cancellation and rescheduling windows. These protect you from last-minute changes while giving customers flexibility.
- Support messaging reduces phone calls. Enabling messages lets customers ask questions asynchronously, and you can respond from your dashboard at your convenience.
- Guest information with CRM in Relaxed mode is a good default. You collect contact data when available without making the form feel burdensome.
- The portal link is included in confirmation emails. When the portal is enabled, booking confirmation emails automatically include a "Manage Your Booking" link. No additional setup is needed.
- All portal settings are per-location. If you operate multiple locations, configure each one separately.
Related guides
- Configure Checkout Settings -- set up the main checkout behavior settings.
- Set Up Analytics Tracking -- track self-service activity alongside booking conversions.