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Feature Overview｜Reservation Module (SimplyBook.me)

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    # 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

    1. Customer accesses booking page via LINE LIFF link
    2. On first booking:
      • Customer manually enters name, phone, and email
      • System auto-captures line_uid for identity mapping
    3. From second booking onward:
      • System auto-fills name, phone, email
    4. After booking:
      • LINE Push or SMS confirmation is sent (if enabled)

     

    Phase 2: Rescheduling

    1. Customer clicks the reschedule_link in:
      • Booking confirmation email
      • LINE Push notification
    2. Customer selects a new time and confirms changes
    3. LINE/SMS reminder is re-sent (if enabled)

     

    Phase 3: Cancellation

    1. Customer clicks the cancel_link in:
      • Booking confirmation email
      • LINE Push notification
    2. Customer confirms cancellation
    3. LINE/SMS cancellation notice is sent (if enabled)

     

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