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Bookings Workflow

Updated

This Control Panel page is used to configure Bookings. To configure which fields appear in Bookings, see Bookings Layout.

Your organisation's process for enquiries and bookings is unique. Bookings Workflow lets you model that process using:

Table of contents

  • Stages, which represent high-level phases of a Booking
  • Steps, which represent detailed progression within a Stage
  • Transitions, which define the allowed movement between Steps
  • Interests, which define what the prospect wants to buy as part of the Booking
  • Entry & Follow Ons, which define starting points and follow-on Bookings

Transitions

Transitions define the allowed movement between Steps and represent the relationships between them. They determine how a Booking progresses through your workflow and can enforce required data capture and trigger automation.

In the workflow view, Transitions are displayed as connecting lines between Steps:

  • The current Step is highlighted
  • Available next Steps are shown with highlighted transition lines
  • Hovering over a Step previews possible paths
  • Unavailable Steps appear greyed out

Required Attributes

Required Attributes are fields that must be completed before a Transition can be actioned.

If required data is missing, the system prevents progression and highlights the incomplete fields. This ensures key information is captured before moving forward.

Triggers

Triggers automate the creation of records using data already captured in the Booking. This reduces manual entry and helps prevent errors.

Early Transitions can create CRM records such as Accounts and Contacts, while later Transitions (for example, when a Booking is won) can generate Registrations, Invoices, or Training Tokens.

Trigger Behaviour
Create Account Create Account from Booking
Create Contact Create Contact from Booking
Create Invoice Create Invoice from Booking
Create Registration Create Registration from Booking
Create Token Issue Issue Training Tokens

Interests

An Interest records what a prospect or client wants to buy as part of a Booking. Interests define the value of the Booking and drive downstream automation — registrations, invoices, and token issues are generated from the Interests attached to a Booking when the relevant Transition is actioned.

Interest types

The following types can be added as an Interest on a Booking:

  • Course — the client is interested in a course but has not yet committed to a specific scheduled date
  • Event (Public) — a specific scheduled instance of a course
  • Learning Path
  • Private Event — see Create a Private Event from a Booking
  • Item — excludes Mapped Items, which cannot be sold independently
  • Training Tokens
  • Training Passes — see Training Passes & Subscriptions

Course vs Event Interest: A Course Interest records demand without committing to a date or location. An Event Interest ties the Booking to a specific scheduled event and is required before registrations and invoices can be generated. Course Interests can be converted to Event Interests at the appropriate point in your workflow:

Adding an Interest

  1. Open the Booking record.
  2. Scroll to the Interests section.
  3. Click + Interest and select the Interest type.
  4. Complete the required fields for that Interest type. For an Event Interest, these include:
    • Course — start typing the course code; matching options will appear
    • Event — select the scheduled event (only future events are available)
    • Price — pulled automatically from Course Pricing
    • Price (Override) — enter a manual price if needed
    • Quantity — the number of students this Interest represents
    • Reserve Places — check this to hold seats against the event's capacity. Reserved places count toward the event maximum; Interested places do not. Uncheck before triggering a Won transition if registrations will be created, to avoid a double count
    • Tax — select the applicable tax rate
  5. Click Add to save the Interest. The Booking's value in the header will update once saved.

Adding students to an Interest

Once an Interest has been added, you can record the names of the individual students it covers. These student records will become Contacts in the CRM when the appropriate Transition is actioned (for example, when the Booking is won).

Note: If the Quantity on an Interest is set to 1, the system assumes the Booking's primary Contact is the student. No additional student entry is required. If Quantity is 2 or more, you must specify each student individually.

  1. In the Interests section, click the Interest row to expand its options.
  2. Select Students.
  3. Enter the details for each student. 
    • A row is shown for each unit of Quantity set on the Interest.
    • By default, you can click to see a list of all contacts in the account associated with the booking contact.
    • You can uncheck "Show only Account contacts" to add students outside the account, or click "New Contact" to add a learner not yet in the CRM.
    • Note too that you can identify the communications contact who should receive automated emails in lieu of the student you're naming, and you can also include a CC for individuals who should also get triggered emails to the student.
  4. Click Save.

Students added here are recorded as Interested. They do not count toward the event's maximum capacity unless Reserve Places is also checked on the Interest.

When the Booking is won and a Create Registration Transition trigger fires, registrations are generated for all assigned students across all Interests. Any student details not already in the CRM are created as new Contact records at that point.

Entry & Follow Ons

Follow On

Follow Ons allow you to create a related Booking from an existing Booking without re-entering data.

This is useful when additional work is identified, such as adding more learners or selling additional Events.

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