Plan Acuity Group-Class Bookings With an Answering Team

For group classes, agree how an answering team will identify the session, reserve the requested seats, and change an existing attendee booking. A general appointment-booking demonstration does not settle those decisions. The exercises below are a proposed acceptance plan; confirm access and supported actions with the provider before using it.

Acuity can allow clients to reserve multiple spots through a quantity field. With pooled calendars, the displayed availability represents seats together in one session on one calendar, rather than the combined capacity across calendars. See Acuity’s Booking group classes source below.

Have the business owner demonstrate the exact booking route proposed for the answering team. Use a permitted test class and ask for two people together. Inspect the session, calendar, and reserved quantity before approving the caller confirmation. Decide who handles requests that cannot fit together; do not promise separate sessions as an equivalent booking.

Acuity warns clients when they try to book a class they already joined, but still permits the booking to continue. A warning is therefore not a guarantee that duplicate reservations cannot occur.

Agree how the authorized team will locate an existing reservation and distinguish an additional guest from a repeated request for the same person. Test both requests. If the agent cannot establish what already exists, assign reconciliation to the class administrator before making another reservation.

Acuity documents removing an individual attendee from the class by opening that client’s details and cancelling the appointment. Its administrator booking flow also offers a choice to omit confirmation notifications; that choice does not suppress later reminders or follow-up emails. See Adding and removing attendees below.

Use two fictional attendees to demonstrate a cancellation. Verify the intended attendee was removed, the other reservation remains, and the selected notification behavior matches the approved script. Ask the owner to demonstrate the actual correction process for a booking containing multiple spots; do not assume an individual-attendee example proves how that case behaves.

Acuity’s refund documentation says refunds must be issued through the payment processor, and those refunds are not reflected in Acuity or its reports. An appointment cancellation therefore does not establish that the caller has been refunded. See Handling refunds and price adjustments below.

Agree who can approve a refund under the business’s policy and who can verify its status in the payment system. The answering team should describe a cancellation and a refund request separately. For a caller cancelling one place in a multi-spot booking, have the authorized owner determine the affected payment and amount; do not infer a per-person refund from the seat count or promise when funds will arrive.

A synced third-party calendar represents each class attendee as a separate appointment. Use the agreed Acuity booking record to reconcile the session and people, rather than infer separate classes from the number of synced events.

Before approving the workflow, retain the test results for a multi-seat request, repeat caller, and attendee cancellation. Record which actions the answering team may perform and which require the class administrator. These checks do not establish that AnSer has a verified Acuity integration; discuss that compatibility separately.