# Use Cases
The Reservation Module is designed for high-touch, high-frequency service and retail businesses. It enables brands to offer a 24/7 online booking experience with minimal setup, allowing customers to book, reschedule, cancel, or view reservations independently—improving attendance and enabling remarketing.
Common Industries:
- Beauty counters, aesthetic clinics, salons
- Education centers offering class-based reservations
- Mid-to-large retail brands / appliance demo bookings
# Feature Overview
Consumers can receive booking links via LINE, SMS, or Email, and complete the reservation process through a self-service form—no manual assistance required.
Reservation Data Synchronization
Once a booking is submitted, reservation data is automatically synced across the following platforms:
- SimplyBook.me Backend: For managing services, time slots, and staff
-
CAAC Contact Profile: Viewable contact-level reservation history for sales/support follow-up
→ Guide: CAAC Contact Profile - Third-party Platform Integration - MAAC Marketing Journeys: Auto-tag contacts based on reservation data to enable follow-up campaigns
Automated Notification System
The booking process includes a complete automated reminder workflow:
- Booking reminders sent before, during, and after the reservation
- Booking confirmation, pre-appointment reminders (7 days / 1 day / 1 hour before), post-visit message
- Sent via LINE Push and SMS
- Customers can reschedule or cancel appointments using links in the notification messages—no need for staff support
# Setup Guide
Please refer to this guide: Setup Guide|SimplyBook.me
Important Notes:
- ❗️If you change the time zone, notify Crescendo Lab to ensure notifications are triggered correctly
- Reservations are tied to
line_uid. Do not enable the "Client Login" function in SimplyBook.me, or it will break data syncing to MAAC and CAAC - Do not enable Loyalty / Membership / Tag features (these require login access and are not supported in this integration)
# FAQ
Customer Booking Flow
| Question | Answer |
|---|---|
| How long does it take to launch a new booking integration? | Typically 5–7 business days, depending on how quickly the client provides necessary info and completes required setup. |
| What happens if a customer doesn't access the booking page from LINE? | If the booking link isn't accessed from a LINE LIFF entry, line_uid will not be captured. This impacts future notifications and tracking. Use LINE menus or messages to guide users into the booking flow. |
| If a customer updates name/phone/email during booking, will MAAC reflect the changes? | No. Customer data input on the booking form is not synced to MAAC/CAAC/CDH. It is used for notifications only. |
| If the same customer uses different names each time, which one is shown? | The most recent name/phone/email is stored and autofilled in future bookings. |
| Can customers book the same group class multiple times? | Yes. SimplyBook by default allows duplicate bookings. If undesired, clearly state restrictions in the service description. |
| What determines the language of the booking page? | The language is based on SimplyBook backend settings. Multiple languages (Traditional Chinese, English, Japanese) are supported. Thai interface is not available, but Thai input is allowed. |
Can the line_uid field be hidden on the booking page? |
Yes. The field is hidden via Custom CSS—users won't see it, but it will still be captured and used internally. |
Notification Process & Common Questions
| Question | Answer |
| Can I use short links in booking notifications? | Not recommended. Each booking has a unique URL. Shortened URLs may break tracking or fail. Use Card Messages to wrap links for better UX. |
| Can I send different notifications based on service/location? | Yes. MAAC templates can use variables like {service}, {location}, and {provider} to personalize each message. |
| Will a customer with multiple bookings receive multiple reminders? | Yes. Each booking triggers its own notification sequence. |
| What if I run out of SMS credits? | The system will not send SMS. An alert email will be sent to the account admin. Customers will not see an error message. |
| Will SMS be sent as a fallback if LINE Push fails? | Yes, if using SMS+ module. SMS will automatically be sent if LINE Push fails. |
| Can assigned agents receive appointment notifications in the future? | Not currently supported. Please report the need to support—it may be added based on user demand. |
MAAC / CAAC Integration
| Question | Answer |
| What reservation time does CAAC show? | It shows the actual start and end time of the reservation. |
| Is CAAC reservation data updated in real time? | Yes. Reservations are instantly synced and viewable on the contact profile. |
| Can tags be added automatically based on reservation info? | Yes. You can define tag naming rules using {service} and {location}. Tags are applied automatically. |
| Where are the reservation tags stored? | In MAAC, viewable under the customer profile. |
Setup & Support
| Question | Answer |
| Will customers creating bookings be registered as members? | No. SimplyBook uses a no-login design. Customer info is used only for that booking. |
| Can we use a different booking system instead of SimplyBook? | Not supported. Only SimplyBook.me is currently integrated. If you have integration needs, contact us to discuss future API support. |
| Are multilingual onboarding materials available? | Yes. We provide onboarding guides in Traditional Chinese and English. Contact your CSM for other language needs. |
| Is there a cross-border support channel between Crescendo and SimplyBook? | Yes. Please contact Crescendo Lab Support for onboarding issues. We’ll coordinate with SimplyBook directly. |
# Customer Journey
Phase 1: Booking
- Customer accesses booking page via LINE LIFF link
- On first booking:
- Customer manually enters name, phone, and email
- System auto-captures
line_uidfor identity mapping
- From second booking onward:
- System auto-fills name, phone, email
- After booking:
- LINE Push or SMS confirmation is sent (if enabled)
Phase 2: Rescheduling
- Customer clicks the
reschedule_linkin:- Booking confirmation email
- LINE Push notification
- Customer selects a new time and confirms changes
- LINE/SMS reminder is re-sent (if enabled)
Phase 3: Cancellation
- Customer clicks the
cancel_linkin:- Booking confirmation email
- LINE Push notification
- Customer confirms cancellation
- LINE/SMS cancellation notice is sent (if enabled)