Video consultations

Turn a service into a video appointment held in the browser.

Video consultations turn a service into an appointment held online, in the browser, on your own website. Nothing to install and no accounts — you and your customer each open a private link at the appointment time.

What the video add-on gives you

Video is a paid add-on — Video consultations & AI notes, £5 a month, or £50 a year if you are billed annually. It adds three things:

• A Video consultation switch on every service, so it is held online rather than at a branch.
• A private room on your own site at yoursite.co.uk/join/…, branded with your company name and colour.
• The AI note-taker, included at no extra cost, which writes structured notes onto the booking.

Add it at the Booked checkout, from Add-ons in your Booked account, or from Settings Your plan, where Add — £5/mo charges the card already on file and prorates it to your renewal date. That button always quotes the monthly figure even if you are billed annually, and the whole Add-ons section only appears while your licence status is Active — so if a payment has failed, the controls for buying it are not there at all.

Switching video on for your site

Buying the add-on is half of it. You also switch video on for this site, under Settings Add-ons: video runs only when your subscription includes the add-on and this toggle is on.

• 1Save settings — the toggles are ordinary settings. Flick them, navigate away, and nothing has changed.
• 2Add-ons tab — on the vertical rail down the left of Settings. It only controls whether the features run here.
• 3Enable video consultations — makes the Video consultation switch appear on your services.
• 4Enable the AI note-taker — lets clinicians start note-taking in a call, and reveals the meter below.
• 5Monthly allowance — included and used. It resets at the start of each calendar month, counted in UTC.

Those two lines are the only ones that list will ever show. Everything else you use — calendar sync, secure documents, the setup assistant, SMS, payments — comes with the platform, so its absence there is not a sign that something you paid for is missing.

Turning a service into a video appointment

Open Business Services, click the service, and on its General tab switch on Video consultation — held online over video, no physical location needed. It only exists once video is live on the site, and changes three things:

• Customers skip the branch step, and any staff member assigned to the service is offered — so your Bramhall pharmacist can take a Didsbury customer's call.
• The service carries a Video consultation badge in the booking widget.
• Every booking gets its own private room, created automatically.

In the admin, video bookings show a small video icon beside the service name in the Bookings list, and a Join video call button at the top of the booking itself.

What the customer gets, and how they join

The confirmation screen shows the join button straight away. The same link is available to every email and text under Customisation Notifications as {video_link} — but no message template carries it out of the box, so you have to add it yourself, to your reminder as well as your confirmation.

• 1Online — video call — where the branch name normally sits, because no branch was ever chosen. It is also why a video booking arrives in a synced calendar with an empty location.
• 2Join video call — opens the room, and the customer can come back to the link as often as they like. Note what the line underneath promises: the link is only in the email if you have put {video_link} in that template.

Running the appointment

The room opens on a set-up screen with Your name already filled in — your WordPress display name for staff, the customer's own name for them — and a single Allow camera & microphone button. If the camera is blocked, missing or in use by another app, the room says which and the button becomes Allow access & retry. Once access is given you get the preview, Camera and Microphone pickers and Join call — then the call itself, with Mute, Stop video, Share, AI notes, Chat, People, Invite, Settings and Leave along the bottom.

You count as staff when signed in to WordPress with booking permissions in that browser, which puts a Staff tag on your tile and beside your name in People. A clinician joining from a personal phone while logged out is an ordinary guest, with no AI notes button.

• 1The notice bar — appears the moment note-taking starts. The patient's version reads This consultation is being noted by AI to help the clinician. No recording is kept.
• 2Save notes to booking — staff only. It becomes Writing notes…, then Update notes with a Saved tick.
• 3Live caption — the last line picked up, and who said it. Everyone in the call sees it while note-taking is on; it is not a scrolling transcript.
• 4AI notes — one tap starts transcription for everyone; the button then reads Noting. Only staff see it.

The AI note-taker

Each browser turns its own microphone into text and shares only the text, so your browser assembles both sides. Press Save notes to booking and the write-up lands in the booking's Notes panel headed AI consultation notes, under Reason for consultation, History & symptoms, Assessment, Advice & actions, Medication and Follow-up. Empty headings are left out, and the note ends AI-generated from the call — review before relying on it. Edit it like any other note; Added AI consultation notes goes to the activity log. The AI is told to use only what was said and never to invent symptoms, advice or doses, and a very long call is trimmed to its most recent portion before it is summarised.

Requirements, privacy and limits