Getting help from us
The chat bubble on trybooked.co, what the assistant answers on its own, and how to reach a person.
There is a chat bubble in the bottom-right corner of trybooked.co and of these guides. Open it and ask. An assistant answers first — it has read every article here, and for most questions that is the fastest answer you will get, at two in the morning included. When it cannot help, you ask for a person and one picks it up.
Two different assistants
It is worth knowing which one you want, because they do different jobs.
| Sidekick | The support chat | |
|---|---|---|
| Where | Inside your own Booked dashboard. | On trybooked.co and these guides. |
| Knows | Your services, staff, bookings and numbers. | How Booked works, in general. |
| Can | Make changes for you. | Explain, and fetch a person. |
| Ask it | “Give Caitlin Fridays off in October.” | “Why is my service not showing?” |
If the question is about your data, ask Sidekick — it can see it and the support chat cannot. If it is about how something works, or something looks broken, ask support.
What the assistant does with your question
It searches these guides, answers from them, and tells you which article it used so you can read the whole thing. It does not invent an answer when it has not found one — it says it has not found one and offers you a person, which is the behaviour you want from something answering questions about software you are running a clinic on.
Getting a person
Ask for one at any point — "can I speak to someone" is enough. The chat is handed to our queue and stays exactly where it is: same window, same conversation, with everything you have already typed. You do not repeat yourself.
You can leave the page. Come back later and the conversation is still there.
Three things that get you a faster answer
- Your site addressIt is the first thing anyone will ask for. Without it we cannot look at your install, your licence, or your logs.
- What you did, and what happened"I added a Saturday to Caitlin's hours and Saturday still shows nothing" tells us where to look. "The calendar is broken" does not.
- An error code, if there is oneBooked's error notices carry a short code. Paste it in — see Error codes.
When Sidekick hands you over
If you ask Sidekick something it has no way to do — a fault, a billing question, anything outside your own install — it will say so and offer to pass it on rather than guess. What you asked comes with it, so you are not starting from nothing.
Other ways to reach us
Email hello@trybooked.co if you would rather write, or if you need to send us a file. Anything about your subscription, invoices or payouts is under Settings › Your plan in your dashboard — see Billing and invoices.
Support chat is not a clinical system and is not the right place for anything identifying a patient. If a problem is about one specific booking, send us the booking reference — we can find it from that. Names, dates of birth, NHS numbers and anything about a condition should stay in your own records.