User Guide

Who is it for?

• •Clinics & healthcare: online booking, reminders, consent forms, staff calendars
• •Auto repair & body shops: claim files, customer-facing tracking page, quotes, CAT events (hail/flood)
• •Law firms: client records, hearing and deadline reminders, document collection
• •Accountants: tax filing and payment reminders, collecting documents from clients
• •General service businesses: salons, spas, consultants — CRM, quotes, bookings and campaigns

1. 1

   Sign up and verify your email

   Create an account with email + password or Google, then click the verification link.

2. 2

   Set up your workspace

   A 3-step wizard: business name and country → industry → modules. You can start with demo data if you like.

3. 3

   Add your customers

   One by one, via CSV import or with Vakti AI. Remove demo data anytime with "Clear Demo Data" on the Dashboard.

4. 4

   Set up appointments and services

   Add staff (resources), services and working hours, then share your online booking link.

5. 5

   Turn on an automation

   In Automations, pick a ready-made rule (e.g. "When an appointment is created → confirmation email") and enable it.

6. 6

   Track results

   Follow results in Sendings, Inbox and Analytics.

After you create it

• •The "Setting up your workspace" screen shows each step, then the Dashboard opens.
• •Clear or refresh demo data in one click from the banner on the Dashboard.
• •You can change modules anytime in Settings › Modules; a disabled module disappears from the menu and from automations.

Ways to add contacts

• •Manually: "New" button → name, phone (E.164, e.g. +1…), email, tags, assigned staff member.
• •CSV import: bulk import from Excel/CSV; map columns, including to custom fields.
• •Vakti AI: in plain language, e.g. "Add John Smith, phone …".
• •Automatically: online bookings, the portal, document requests and Vakti Forms responses (setting: match/create) create new contacts on their own.

On the record page

• •Duplicate warning: when you add a contact with an existing email/phone, you're asked to "Open record" or "Add anyway".
• •Merge: if the same person has two records, choose "Merge" from the ⋯ menu in the header → pick the other record; its appointments, notes, tasks, messages and quotes move here, empty fields are filled, tags are combined and the copy is deleted (cannot be undone).
• •Quick actions: the "Note" and "Task" chips open an inline composer without switching tabs (Ctrl/⌘+Enter saves); "Appointment" opens the form with the contact pre-filled. Saving bumps the tab badge and refreshes recent activity.
• •At a glance: at the top of Overview — next appointment (date + service), open task count, last activity and active packages; click a tile to open the related tab.
• •Collapsible cards: Contact details, Custom fields, Custom dates, Customer portal and Packages; empty cards start collapsed with a short hint in the header ("Empty", "3 fields", "Has access"). Your open/closed choice is remembered in this browser; the pencil and "Add date" work even when collapsed.
• •Tabs: "Notes", "Tasks", "Appointments" and similar tabs show a count badge; on narrow screens, tabs that don't fit move into a "More" menu.
• •Custom fields: designed like a form under Contacts › Contact form — text, number, date, select; order, required flag and help text; shown with the same inputs in the contact panel and record, in your local format, and usable as template variables. Works even with Vakti Forms off.
• •Timeline: messages, appointments, notes, status changes, document and quote events in a single chronology.
• •Tags and segments: tags are applied manually (VIP, VAT…); segments are calculated dynamically from rules (e.g. "VIP and had an appointment in the last 30 days").

• •A company record shows linked contacts, notes and contact details.
• •When adding a contact, the "Company" field suggests existing companies; type a name that isn't listed and pick "New: …" to create it.
• •You can't create two companies with the same name ("A company with this name already exists.").

• •Contacts, companies, templates, quotes, document requests, forms and claim files in a single list.
• •Records from disabled modules aren't searched; staff only find contacts within their own scope.
• •Phone numbers can be typed with or without spaces.

Key concepts

Views

• •Calendar › Staff: one column per staff member; drag a card to change its time or staff member (15-min steps).
• •Day / Week / Month: classic calendar with a now-line and shaded non-working hours.
• •List: Upcoming / Past, filters by status, staff and contact, plus "Today only".
• •Board: status columns (Pending, Confirmed, Completed…), with overdue ones on top.

Online booking

• •Shareable link: vakti.net/book/your-business — customers pick a service, staff member and open slot without signing in.
• •The page opens with your business's logo and color; times are shown in your business's time zone.
• •Turn it on or off with the "Enable online booking" toggle on the Appointments tab.
• •Manage appointment: every appointment-related email ends with a "Manage appointment · Add to calendar" link; without logging in, the customer adds it to their calendar (.ics / Google Calendar), reschedules or cancels (follows the portal appointment mode).

Booking rules (Settings › Booking rules)

• •Booking window: minimum notice (minutes), maximum advance (days), buffer between appointments and slot step; only customer self-service (booking page, portal, "Manage appointment") is limited, panel actions stay free.
• •Cancellation and rescheduling: cutoff (hours), maximum reschedules, per-customer daily limit; past the cutoff the customer is asked to contact you. When a customer cancels or reschedules, admins get a push and the owner an e-mail (can be turned off in Notifications) and the "When an appointment is rescheduled" automation fires.
• •Approval: "Auto-confirm online bookings" (off = Pending) and "require approval after N no-shows"; "Only existing customers" rejects unknown phone numbers.
• •Policy text: written in your customer languages, shown above the consent checkbox on the booking page and on the "Manage appointment" page. Per-service overrides live in the service form under "Booking rules (this service)"; services with "Available for online booking" off are hidden on the page.
• •✨ Describe to AI: use the button at the top right of the Booking rules tab to pick an industry preset or describe your business ("cancel at least 1 day ahead, at most 2 reschedules…"); AI lists the fields that will change (old → new), you click "Apply to form" and then "Save rules". Nothing changes until you save; with the AI module off only presets are shown.
• •✨ Write with AI: the button in the Policy text section writes the text in all your customer languages from the rules on screen (cancellation/reschedule deadlines, approval, limits); you may add a tone note ("friendly, 15 minutes late forfeits the slot"). It invents no rules and leaves the numeric fields untouched; if a text exists it warns that it will be overwritten, and "Save rules" is still required.

Customer self-service extras

• •I'll be there / Arrived: the green "✓ I'll be there" button at the bottom of appointment e-mails confirms attendance ("Customer confirmed" chip in the panel); "Arrived" in the detail drawer checks the customer in without changing the status.
• •Pre-appointment form: attach a published Vakti Forms form to a service; when an appointment is booked a personal form link goes into the confirmation e-mail and the "Manage appointment" page, with "Completed / Pending" in the detail.
• •Review request: enter your review link under Settings › Brand & business; use {{workspace.review_link}} in templates, the "Review request" recipe in Automations, and completed appointments show "Rate us" on the manage page.
• •Waitlist: once enabled in the rules, days without free slots show "Join the waitlist"; when an appointment is cancelled or moved, matching entries get a timed "A slot opened" e-mail and the first to book wins; see Appointments › Waitlist.
• •Staff selection: upload staff photos (Staff › Edit); with several eligible staff the customer can pick "Any available staff" — free times merge and the staff member offering the chosen time is assigned automatically.

What can customers do?

• •View, cancel or book appointments.
• •View and respond to quotes, fill in document requests, and download signed documents.
• •Follow the status, next step and your messages on their claim files.
• •Update their profile and communication preferences, and submit data-protection (KVKK/GDPR) requests.

Setup

• •Enable Customer Portal in Settings › Modules.
• •Invite a contact from the "Customer portal" section on their record page (invites are valid for 7 days); you can revoke access from the same place. You can also use the {{portal_link}} variable in templates.
• •On mobile, the bottom menu shows up to 4 tabs; the rest are under "More".

Common issues

• •Webhook 403: the Verify Token isn't exactly the same on both sides.
• •#131058 (hello_world): the sample template only sends from the test number; use your own approved template.
• •Token error: the Access Token has expired or is wrong — regenerate it in Stage 5.
• •Template not listed: wait until it's APPROVED in Meta, then sync.

Types

• •Email: rich text (headings, lists, links, images) and a subject line.
• •SMS: plain text with a character counter.
• •WhatsApp: templates approved in Meta are synced.

Variables (insert them by clicking in the panel)

• •Contact: {{name}}, {{phone}}, {{email}}, custom fields (e.g. {{due_date_formatted}})
• •Appointment: {{appointment.date}}, {{appointment.time}}, {{appointment.service}}, {{appointment.staff}}, {{appointment.manage_link}}, {{appointment.calendar_link}}
• •Claim file: {{claim_ref}}, {{plate}}, {{status_label}}, {{tracking_url}}
• •Link: {{portal_link}} — one-time sign-in to the customer portal

Recurrence types

• •One-time (can't be scheduled in the past)
• •Daily — at selected times
• •Weekly — on selected days
• •Monthly — on specific days of the month

Audience

• •Contacts: a hand-picked list
• •Segment: a dynamic list of everyone matching a rule — recalculated on every run

• •Statuses: Queued → Sent → Delivered; Failed ones show the error reason and number of retries.
• •Opened: when an email is opened (images loaded), the row shows an "Opened" label.
• •Clicked: links in emails are wrapped in a signed tracking link; when the customer clicks, "Clicked" appears (unsubscribe links aren't wrapped).
• •Details: template name and the queued, sent, opened and clicked times.

• •Email replies: with "Replies land in Vakti Inbox" turned on in Channels › Email, the customer's reply comes here.
• •Sentiment label: AI classifies incoming messages as Positive / Neutral / Negative / Urgent; urgent ones go to the top and trigger a push notification.
• •Conversation status: mark a conversation Open / Pending / Closed; the list shows open conversations by default, and a closed conversation reopens automatically when the customer writes again.
• •Assignment: assign a message to a team member; staff only see messages from their own customers.
• •Auto-replies (out-of-office etc.) aren't counted in sentiment stats.
• •Internal notes: the "Note" tab in the composer — only your team sees it, nothing is sent to the customer; it stays in the thread as a yellow card.
• •Contact panel: contact details and timeline on the right; on narrow screens open it with the "Contact" button.
• •Sending: Enter sends on WhatsApp/SMS; for email Enter adds a line and Ctrl/⌘+Enter sends. Insert a template with "Template" or "/", or get a suggested reply with "AI draft" (counts toward the monthly AI quota).
• •Keyboard: j/k move between conversations, e open/close, r reply, n note, ? shortcut list.

1. 1

   Create

   Quotes → New (or from a contact or claim file record). Line items: description, quantity, unit, price, VAT; percentage discount; currency per quote.

2. 2

   Send

   Pick a valid-until date (past dates aren't accepted) → "Send". The customer gets an email with the PDF attached and a link to the quote.

3. 3

   Customer responds

   They view the quote at the link and accept it (optionally with an e-signature) or decline; any questions land in your Inbox.

4. 4

   Afterwards

   On acceptance, a stamped PDF and a confirmation email are sent, and a linked claim file becomes "Approved". Need changes? Send a revision (R1, R2…) — the previous version is closed.

More features

• •Templates: save a frequently used quote as a template and start from it.
• •Reminders: automatic and manual reminders for unanswered quotes; expired quotes become "Expired".
• •Automations: "Quote sent / accepted / declined" triggers.
• •Portal: customers can also see their quotes in the portal.
• •After acceptance: accepted quotes show "Schedule appointment" and "Create task" shortcuts.
• •Metrics: the "Quotes" card on the Dashboard and in Analytics: awaiting reply, pending amount, conversion rate (90 days), average response time.

1. 1

   Prepare the request

   Document requests → New (or from an industry template). Items: file upload, question (text, date, number, select), signature item. An item can be shown conditionally based on the answer to another item.

2. 2

   Send

   The customer receives a link by email (/r/…); it opens without sign-in and works on mobile.

3. 3

   Customer fills it in

   They upload files (PDF, images, Office, ZIP), answer questions, sign if needed and submit.

4. 4

   Review

   Approve each item or reject it with a reason; rejected items reopen for the customer. Answers can optionally be written to contact fields.

Security and retention

• •Uploaded files are virus-scanned; location (EXIF) data is stripped from photos.
• •Download all files as a single ZIP, or delete them one by one.
• •Files past their data-retention period (KVKK) are deleted automatically; the item keeps a "Files deleted (data protection)." note.
• •Reminder emails go out automatically; track progress on the Dashboard and in Analytics.

Integrations and automation

• •Integrations tab: Webhook (HMAC-signed JSON), Slack and Discord (incoming webhook URL), email (team notification or auto-reply to the respondent); conditional runs, "Send test", run log, 3 retries.
• •Automation: the "Vakti Forms response received" trigger (answers usable in conditions) and the "Send form" action (e.g. a survey when an appointment is completed).
• •Contact record: name/email/phone fields map to the contact and custom fields; the "Forms" tab lists responses and pending invites; form.sent / form.submitted in the timeline.
• •Contact form: contact custom fields are designed like a form under Contacts › Contact form (required, help text, order); with Forms on you see which form uses which field and can create a "Customer registration form" in one click.

Access, security and languages

• •Password, closing date, response limit, closed text; honeypot and optional Cloudflare Turnstile.
• •Required consent block (GDPR/KVKK text ready in 4 languages), responses deleted automatically after the retention period, uploads virus-scanned.
• •Template gallery: Contact, Satisfaction survey, Pre-appointment intake, Event registration, Quote request, Consent form (signed); save your own form as a template.
• •Translations panel: translate title, description, labels and options for your workspace's customer languages (one click with AI); visitors see ?lang= or their browser language.

1. 1

   Document

   E-Sign → New document wizard: upload the PDF, add a title and message; keep frequently used documents as templates.

2. 2

   Fields

   Drag signature, initials, date and text fields onto the PDF; assign each field to a signer. Vakti AI suggests field placement.

3. 3

   Recipients and send

   Pick signers from contacts, set the signing order; the link opens in the signer's language. Bulk sending to a segment is supported.

4. 4

   Sign and evidence

   The signer first accepts the consent screen, then signs by drawing or typing; a sealed PDF and an evidence page (time, IP, device) are created and everyone gets a completion email.

• •Status chips (Draft, Awaiting signature, Completed, Declined, Expired); the detail view shows a sent / opened / signed timeline per recipient, with remind and cancel.
• •A declining signer must give a reason; the document owner is notified.
• •The verification page (QR on the PDF) confirms the document is sealed and unchanged.
• •Automation triggers: e-signature completed / declined / expired. Free plan: 10 documents per month.

Automations and metrics

• •Triggers: status changed, document uploaded, SLA approaching, file inactive.
• •Create a quote from a claim file; on acceptance the file becomes "Approved".
• •SLA breaches and status distribution on the Dashboard and in Analytics; customers see "My claims" in the portal.

Triggers

Actions

• •Send message: channel + template; "immediately" or 15 min – 1 day after the event. Contacts without an email are skipped.
• •Wait: 15 min – 7 days before the next action.
• •Add / remove tag, update field, create task (title, assignee, due date), notify a team member.
• •Send form: emails the chosen Vakti Forms form to the contact as a personal invite (e.g. a satisfaction survey when an appointment is completed).

Example requests

• •"What appointments do we have tomorrow?"
• •"Add John Smith and book him a check-up on Thursday at 2:00 PM."
• •"Email a reminder to customers with upcoming appointments."
• •"Invite Sarah to the team as an admin."
• •"Dr. Clark is off on 20 October." / "We close after 1 PM on Friday."
• •"What is my no-show rate for the last 30 days?" / "Which channel performs best?"

Management and documents

• •"Create a task to call John Smith tomorrow and assign it to me."
• •"Add a note to John Smith: allergic to penicillin."
• •"Add the company Smith Construction and link John Smith to it."
• •"Add a 45-minute service called Physiotherapy, price 80."
• •"Add Dr. Emma Clark as staff offering Physiotherapy."
• •"Pause the Friday campaign." / "Which campaigns are active?"
• •"Disable the birthday automation."
• •"Rename the tag vip to VIP Customer." / "Merge the tag old into archive."
• •"Email the consent form to John Smith."
• •"Request a licence and ID copy from John Smith, due in 5 days."
• •"Prepare a quote for John Smith: 3 physiotherapy sessions at 80 each."
• •"Set the Physiotherapy price to 90." / "Close Massage for online booking."
• •"Dr. Clark has left; set her to inactive."
• •"Open a 10-session physiotherapy package for John, 700, valid 3 months."
• •"Open a claim file for John for plate 34 ABC 123, accident on 10 October."
• •"Move claim CL-2026-0003 to in repair, next step: waiting for parts."
• •"Assign John's conversation to Sarah." / "What messages are waiting?"
• •"Send John a quote reminder." / "Remind Sarah about the documents."
• •"Send the consent agreement to John Smith for signature."
• •"Send the consent form to all VIP-tagged patients."
• •"Change the Friday campaign send time to 10:00."
• •"Set the cancellation deadline to 24 hours and allow at most one reschedule." (booking rules; admins only)

1. 1

   Ask

   Ask in plain language, or use the quick-reply chips.

2. 2

   Plan

   The actions are listed as cards (contact, appointment, sending…).

3. 3

   Approve

   Edit, approve or reject.

4. 4

   Run

   The system executes the plan; results appear in the conversation.

Install

• •Chrome / Edge / Android: the "Install" icon in the address bar.
• •iPhone / iPad: Safari → Share → "Add to Home Screen".

Notifications

• •Urgent customer message (Inbox)
• •Document request opened / submitted by the customer
• •New form response (Vakti Forms; can be turned off per form)
• •Turn them on in Workspace settings › Notifications; each device asks for permission separately.

Roles

• •Owner: full access; only the owner can delete the workspace.
• •Admin: members, settings, channels and all modules (except owner-only actions).
• •Operator: contacts, templates, appointments and sendings; no access to member or workspace settings.
• •Staff: linked to a staff record; sees only their own calendar, appointments and customers. Settings, templates and channels are off-limits.

• •Can be turned on/off: Appointments & Staff, Messaging, Inbox, Tasks, Automations, E-signature, Analytics, Vakti AI, Customer Portal, Claims Tracking, Quotes, Document requests, Vakti Forms.
• •Contacts, Channels, Team and Settings are always on.
• •A disabled module disappears from the menu, search and automation triggers; its data isn't deleted and comes back when you turn it on again.

My account

• •Name: edit and save.
• •Changing your email: a confirmation link is sent to the new address; you keep signing in with the old address until it's confirmed, and a security notice is sent to the old address.
• •Delete account: confirmed with your password. If you own a workspace, you'll be asked to delete it first; the "Delete Workspace" button in the list does that without opening the workspace.
• •Notifications: your product-news email preference (personal, not tied to a workspace).

Security

• •Two-factor authentication (2FA): authenticator app + one-time backup codes (XXXXX-XXXXX); turning it on and regenerating backup codes require your password.
• •Sessions: see active devices and sign out other sessions.
• •Lockout: after repeated failed password attempts, the account is locked for a while.

• •Unsubscribe: campaign emails include a one-click unsubscribe link and header; unsubscribed contacts don't receive emails.
• •İYS (Turkey's commercial-message consent registry): consent status is stored per contact; commercial messages aren't sent to anyone without consent.
• •Data subject requests: KVKK (Turkish data-protection law) / GDPR requests are sent to your business from the customer portal; when a contact is deleted, their files are cleaned up too.
• •Retention: document request files at the end of their retention period, and files of deleted records, are automatically purged from storage.
• •Consent and privacy notices: have them signed via E-signature, Document requests or Vakti Forms (required consent block, signature field, retention period) and keep a record.