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Merchant Operations

Day-to-day business operations capabilities for merchant staff and AI agents.

Overview​

Merchant Operations encompasses all actions that merchant staff and AI agents perform to run the business:

  • Business configuration (locations, services, providers, schedules)
  • Customer management and search
  • Waitlist management (approve, contact, convert leads)
  • Appointment scheduling and calendar management
  • Messaging and notifications
  • Business intelligence and analytics
  • Billing and invoicing
  • Policy configuration
  • Booking page branding
  • Compliance and forms

Contexts​

ContextPurposeMerchant Actions
MerchantContextBusiness configurationConfigure business settings, hours, policies
LocationContextLocation managementAdd/edit locations, set location policies
ProviderContextProvider managementAdd/edit providers, manage schedules
ServiceContextService catalogCreate/edit services, set pricing and duration
BrandingContextBooking page customizationCustomize colors, logo, domain, SEO
LeadContextWaitlist managementApprove leads, contact customers, convert to bookings
SearchContextCustomer searchSearch customers by name, phone, email
AppointmentContextAppointment managementView calendar, book on behalf, reschedule, cancel
AvailabilityContextSchedule managementSet provider availability, block time slots
MessageContextMessagingSend SMS/Email, create broadcasts, manage templates
NotificationPolicyContextNotification rulesConfigure reminder timing, notification preferences
PolicyContextBusiness policiesSet booking rules, cancellation windows
PaymentPolicyContextPayment policiesConfigure deposit percentages, no-show fees
BIContextAnalyticsView dashboards, track metrics, export reports
PaymentContractContextPayment contractsView payment rules for appointments
InvoiceContextInvoicingView invoices, process refunds, send receipts
FormContextForms and consentsCreate intake forms, manage consents
AuditContextAudit logsView activity logs for compliance

Key Features​

Business Configuration​

  • Set up locations with addresses and operating hours
  • Define services with pricing, duration, and descriptions
  • Add providers and assign them to services
  • Configure booking policies (cancellation, no-show, deposits)
  • Customize booking page branding

Customer Management​

  • Search customers by name, phone, or email
  • View customer profiles and appointment history
  • Add notes and tags to customer profiles
  • Export customer lists for marketing

Waitlist Management​

  • View all waitlist entries prioritized by date and value
  • Manually contact specific customers
  • Approve waitlist entries and send booking links
  • Offer alternative dates when preferred slot unavailable
  • Track waitlist conversion rates

Calendar & Scheduling​

  • View daily/weekly/monthly calendar
  • Book appointments on behalf of customers
  • Reschedule and cancel appointments
  • Block time slots for breaks or special events
  • See provider schedules and availability

Messaging & Notifications​

  • Send SMS and email to customers
  • Create broadcasts for marketing campaigns
  • Manage message templates
  • Configure notification policies (reminder timing)
  • View message delivery status

Analytics & Reporting​

  • View revenue dashboards
  • Track key metrics (bookings, cancellations, no-shows)
  • Monitor provider performance
  • Export data for accounting
  • View trends and insights

Billing & Invoicing​

  • View all invoices (deposit, balance, tip, refund)
  • Process refunds for cancellations
  • Send receipts to customers
  • Track outstanding balances
  • Generate financial reports

Compliance​

  • View audit logs of all actions
  • Track customer consents and forms
  • Maintain compliance records
  • Export audit trails for review

AI Agent Capabilities​

AI agents can assist with merchant operations:

Proactive Actions​

  • Contact waitlist customers when slots open
  • Follow up with customers who haven't rebooked
  • Send appointment reminders
  • Handle inbound booking requests

Automated Tasks​

  • Detect and mark no-shows
  • Send automated reminders (T-24h, T-2h)
  • Process scheduled broadcasts
  • Generate daily/weekly reports

Conversational Support​

  • Answer customer questions via SMS/chat
  • Help customers reschedule appointments
  • Collect customer feedback
  • Handle cancellation requests

See the API Reference for merchant operations endpoints:

  • GET /api/merchants - Merchant configuration
  • GET /api/services - Service catalog
  • GET /api/providers - Provider management
  • GET /api/appointments - Appointment management
  • GET /api/messages - Messaging
  • GET /api/audit-logs - Audit logs