User Guide

Who is it for?

• •Clinics & healthcare: online booking, reminders, consent forms, staff calendars
• •Auto repair & body shops: claim files, customer-facing tracking page, quotes, CAT events (hail/flood)
• •Law firms: client records, hearing and deadline reminders, document collection
• •Accountants: tax filing and payment reminders, collecting documents from clients
• •General service businesses: salons, spas, consultants — CRM, quotes, bookings and campaigns

1. 1

   Sign up and verify your email

   Create an account with email + password or Google, then click the verification link.

2. 2

   Set up your workspace

   A 3-step wizard: business name and country → industry → modules. You can start with demo data if you like.

3. 3

   Add your customers

   One by one, via CSV import or with Vakti AI. Remove demo data anytime with "Clear Demo Data" on the Dashboard.

4. 4

   Set up appointments and services

   Add staff (resources), services and working hours, then share your online booking link.

5. 5

   Turn on an automation

   In Automations, pick a ready-made rule (e.g. "When an appointment is created → confirmation email") and enable it.

6. 6

   Track results

   Follow results in Sendings, Inbox and Analytics.

After you create it

• •The "Setting up your workspace" screen shows each step, then the Dashboard opens.
• •Clear or refresh demo data in one click from the banner on the Dashboard. Demo data never sends real messages to anyone; demo automations start paused, so you can switch them on when you are ready.
• •You can change modules anytime in Settings › Modules; a disabled module disappears from the menu and from automations.
• •The Getting started card at the top of the Dashboard reads your real data and names the next step (services, team, first record, first appointment, reminder). On each step, "I'll do it" opens the right form and "Let Vakti AI do it" opens the assistant with a prepared prompt; you can hide the card, and it disappears by itself once setup is complete. Only owners and admins see it.

Ways to add contacts

• •Manually: the "New" button → a centred dialog with name, phone (E.164, e.g. +44…), email, company, birth date, assigned staff, tags; required custom fields and those with a default are shown up front, the rest under "More fields (N)". Typing a phone or email that already exists shows an inline warning. "Add" opens the new record; "Save and add another" keeps the form open for back-to-back entry; closing a half-filled form asks for confirmation.
• •CSV import: bulk import from Excel/CSV; map columns, including to custom fields.
• •Vakti AI: in plain language, e.g. "Add John Smith, phone …".
• •Automatically: online bookings, the portal, document requests and Vakti Forms responses (setting: match/create) create new contacts on their own.

On the record page

• •Duplicate warning: when you add a contact with an existing email/phone, you're asked to "Open record" or "Add anyway".
• •Merge: if the same person has two records, choose "Merge" from the ⋯ menu in the header → pick the other record; its appointments, notes, tasks, messages and quotes move here, empty fields are filled, tags are combined and the copy is deleted (cannot be undone).
• •Quick actions: the "Note" and "Task" chips on Overview create records in place without switching tabs (Ctrl/⌘+Enter saves); the blue "Appointment" button in the header opens the form pre-filled. Saving bumps the tab badge and refreshes the timeline.
• •Care strip: at the top right, the next appointment (date + service) or, if none, the last visit (amber after 30 days, red after 60) and no-show count, open tasks, last activity and active packages; clicking a tile opens the related tab.
• •Collapsible cards: in the left column, Contact details (incl. date of birth), Custom fields and Customer portal (on mobile in the "Details" tab); empty cards start collapsed and show a short hint in the header ("Empty", "3 fields", "Has access"). Packages live in the "Appointments" tab.
• •Tabs: "Overview · Appointments · Notes & tasks · Documents", with record-count badges. Documents gathers quotes, document requests, forms, e-signatures and claims in one place.
• •Custom fields: designed like a form under Customers › Contact form — text, number, date, select; order, required, help text and a default value (applied to new records only; existing records are unchanged). The record card lists every defined field, empty ones as a faint "—", and clicking a row opens that field for editing; the header shows a summary such as "2 fields · 1 empty".
• •Timeline: messages, appointments, notes, status changes, document and quote events in a single chronology.
• •Tags and segments: tags are assigned by hand (VIP, VAT…); a segment is calculated dynamically from rules on tags, company and status (e.g. "Tags contains VIP and Status is Active"). On the Segments page each card shows its rules, contact count and how many active scheduled sends use it; while editing, the number of matching contacts and the first names appear live; "View contacts" in the card menu lists the segment's contacts on the Contacts page with the filter applied. Scheduled sends only go to active contacts.

Follow-up board

• •Board: switch the list to "Board" to see people in stage columns (drag to move; on the keyboard Space moves, Enter opens). Clinics, health and fitness studios get a ready Follow-up board: New inquiry · Assessment · Active · Follow-up · Lapsed. On a phone, pick a stage from the chips with counts at the top; one column shows full width, and the "Move" button next to a card moves it to another stage.
• •Each card shows the next appointment (green) or days since the last visit (30+ amber, 60+ red), so people without a next booking stand out.
• •"Assign from appointments" places people without a stage based on their appointment history; you can adjust them afterwards.

• •A company record shows linked contacts, notes and contact details.
• •When adding a contact, the "Company" field suggests existing companies; type a name that isn't listed and pick "New: …" to create it.
• •You can't create two companies with the same name ("A company with this name already exists.").

• •Contacts, companies, templates, quotes, document requests, forms and claim files in a single list.
• •Records from disabled modules aren't searched; staff only find contacts within their own scope.
• •Phone numbers can be typed with or without spaces.

Key concepts

Views

• •Calendar › Staff: one column per staff member; drag a card to change its time or staff member (15-min steps).
• •Day / Week / Month: classic calendar with a now-line and shaded non-working hours.
• •List: Upcoming / Past, filters by status, staff and contact, plus "Today only".
• •Board: status columns (Pending, Confirmed, Completed…), with overdue ones on top.

Online booking

• •Shareable link: vakti.net/book/your-business — customers pick a service, staff member and open slot without signing in.
• •The page opens with your business's logo and color; times are shown in your business's time zone.
• •Turn it on or off with the "Enable online booking" toggle on the Appointments tab.
• •Manage appointment: every appointment-related email ends with a "Manage appointment · Add to calendar" link; without logging in, the customer adds it to their calendar (.ics / Google Calendar), reschedules or cancels (follows the portal appointment mode).

Booking rules (Settings › Booking rules)

• •Booking window: minimum notice (minutes), maximum advance (days), buffer between appointments and slot step; only customer self-service (booking page, portal, "Manage appointment") is limited, panel actions stay free.
• •Cancellation and rescheduling: cutoff (hours), maximum reschedules, per-customer daily limit; past the cutoff the customer is asked to contact you. When a customer cancels or reschedules, admins get a push and the owner an e-mail (can be turned off in Notifications) and the "When an appointment is rescheduled" automation fires.
• •Approval: "Auto-confirm online bookings" (off = Pending) and "require approval after N no-shows"; "Only existing customers" rejects unknown phone numbers.
• •Policy text: written in your customer languages, shown above the consent checkbox on the booking page and on the "Manage appointment" page. Per-service overrides live in the service form under "Booking rules (this service)"; services with "Available for online booking" off are hidden on the page.
• •✨ Describe to AI: use the button at the top right of the Booking rules tab to pick an industry preset or describe your business ("cancel at least 1 day ahead, at most 2 reschedules…"); AI lists the fields that will change (old → new), you click "Apply to form" and then "Save rules". Nothing changes until you save; with the AI module off only presets are shown.
• •✨ Write with AI: the button in the Policy text section writes the text in all your customer languages from the rules on screen (cancellation/reschedule deadlines, approval, limits); you may add a tone note ("friendly, 15 minutes late forfeits the slot"). It invents no rules and leaves the numeric fields untouched; if a text exists it warns that it will be overwritten, and "Save rules" is still required.

Customer self-service extras

• •I'll be there / Arrived: the green "✓ I'll be there" button at the bottom of appointment e-mails confirms attendance ("Customer confirmed" chip in the panel); "Arrived" in the detail drawer checks the customer in without changing the status.
• •Pre-appointment form: attach a published Vakti Forms form to a service; when an appointment is booked a personal form link goes into the confirmation e-mail and the "Manage appointment" page, with "Completed / Pending" in the detail.
• •Review request: enter your review link under Settings › Brand & business; use {{workspace.review_link}} in templates, the "Review request" recipe in Automations, and completed appointments show "Rate us" on the manage page.
• •Waitlist: once enabled in the rules, days without free slots show "Join the waitlist"; when an appointment is cancelled or moved, matching entries get a timed "A slot opened" e-mail and the first to book wins; see Appointments › Waitlist.
• •Staff selection: upload staff photos (Staff › Edit); with several eligible staff the customer can pick "Any available staff" — free times merge and the staff member offering the chosen time is assigned automatically.

What can customers do?

• •View, cancel or book appointments.
• •View and respond to quotes, fill in document requests, and download signed documents.
• •Follow the status, next step and your messages on their claim files.
• •Update their profile and communication preferences, and submit data-protection (KVKK/GDPR) requests.

Setup

• •Enable Customer Portal in Settings › Modules.
• •Invite a contact from the "Customer portal" section on their record page (invites are valid for 7 days); you can revoke access from the same place. You can also use the {{portal_link}} variable in templates.
• •On mobile, the bottom menu shows up to 4 tabs; the rest are under "More".

Common issues

• •Webhook 403: the Verify Token isn't exactly the same on both sides.
• •#131058 (hello_world): the sample template only sends from the test number; use your own approved template.
• •Token error: the Access Token has expired or is wrong — regenerate it in Stage 5.
• •Template not listed: wait until it's APPROVED in Meta, then sync.

Types

• •Email: visual editor (headings, lists, info box, links; variables as readable chips) — raw HTML behind the "Advanced (HTML)" switch; subject line. The brand header and footer are added automatically with your business name when sending; the preview matches the sent email (Desktop / Mobile).
• •SMS: plain text with a character counter.
• •WhatsApp: templates approved in Meta are synced.

Variables (insert them by clicking in the panel)

• •Contact: {{name}}, {{phone}}, {{email}}, custom fields (e.g. {{due_date_formatted}})
• •Appointment: {{appointment.date}}, {{appointment.time}}, {{appointment.service}}, {{appointment.staff}}, {{appointment.manage_link}}, {{appointment.calendar_link}}
• •Claim file: {{claim_ref}}, {{plate}}, {{status_label}}, {{tracking_url}}
• •Link: {{portal_link}} — one-time sign-in to the customer portal

Recurrence types

• •One-time (can't be scheduled in the past)
• •Every day or every N days — at the chosen times
• •Weekdays (Mon–Fri) or Weekly — on the chosen days, optionally every 2+ weeks; with "Different time for each day" e.g. Monday 09:00, Tuesday 12:00, Friday 14:00
• •Monthly — on given days of the month (incl. "last day") or "the first/last Monday of the month"
• •Ends: never, on a date or after N sendings; the summary card shows the next 5 sendings

Audience

• •Contacts: a hand-picked list
• •Segment: a dynamic list of everyone matching a rule — recalculated on every run

• •Statuses: Queued → Sent → Delivered; Failed ones show the error reason and number of retries. When the quota is reached, sendings stay "Queued" and go out once it renews; "Uncertain": the system restarted mid-send and the message may have been delivered (not resent automatically to avoid duplicates). Summary cards at the top (sent, email open rate, scheduled, issues); tabs "Sent · Scheduled · Issues · All"; search by name/email/phone. The Scheduled tab shows when each message will go out. Click a row to see the message content and its steps; a failed or uncertain templated sending can be queued again with "Resend".
• •Opened: when an email is opened (images loaded), the row shows an "Opened" label.
• •Clicked: links in emails are wrapped in a signed tracking link; when the customer clicks, "Clicked" appears (unsubscribe links aren't wrapped).
• •Details: template name and the queued, sent, opened and clicked times.

• •Email replies: with "Replies land in Vakti Inbox" turned on in Channels › Email, the customer's reply comes here.
• •Sentiment and urgency: incoming messages are labelled Positive / Neutral / Negative by AI; a message above the urgency threshold you set in Settings › Inbox AI becomes Urgent, is listed first and sends a push notification.
• •Intent chip and filter: the message's intent (Booking / Reschedule / Cancel / Question / Complaint, or custom intents you define in Settings) appears as a blue chip on the bubble, the row and the header; use the "Intent" selector at the end of the filter row to list only conversations with that intent. An active flag (e.g. "Needs a reply?") is a blue dot on the row.
• •Conversation status: mark a conversation Open / Pending / Closed; the list shows open conversations by default, and a closed conversation reopens automatically when the customer writes again.
• •Assignment: assign a message to a team member; staff only see messages from their own customers.
• •Auto-replies (out-of-office etc.) aren't counted in sentiment stats.
• •Internal notes: the "Note" tab in the composer — only your team sees it, nothing is sent to the customer; it stays in the thread as a yellow card.
• •Contact panel: contact details and timeline on the right; on narrow screens open it with the "Contact" button.
• •Sending: Enter sends on WhatsApp/SMS; for email Enter adds a line and Ctrl/⌘+Enter sends. Insert a template with "Template" or "/", or get a suggested reply with "AI draft" (counts toward the monthly AI quota).
• •Keyboard: j/k move between conversations, e open/close, r reply, n note, ? shortcut list.

Inbox AI (Settings › Inbox AI)

• •Business context and urgency definition: describe your business in 2–3 sentences and say what urgent means to you ("severe pain, bleeding"); tune sensitivity with the urgency threshold slider — a lower threshold flags more messages as urgent.
• •Intents and flags: edit, remove or extend the 6 default intents (Booking, Reschedule, Cancel, Question, Complaint, Other) with your own (max 12); yes/no flags such as "Needs a reply?" (max 5) show as a blue dot on the row.
• •Try with a sample message: paste a customer message before saving and see sentiment / intent / flag probabilities as bars (uses 1 AI request). Nothing is written until "Save settings"; with the AI module off the tab only shows a notice.

1. 1

   Create

   Quotes → New (or from a contact or claim file record). Line items: description, quantity, unit, price, VAT; percentage discount; currency per quote.

2. 2

   Send

   Pick a valid-until date (past dates aren't accepted) → "Send". The customer gets an email with the PDF attached and a link to the quote.

3. 3

   Customer responds

   They view the quote at the link and accept it (optionally with an e-signature) or decline; any questions land in your Inbox.

4. 4

   Afterwards

   On acceptance, a stamped PDF and a confirmation email are sent, and a linked claim file becomes "Approved". Need changes? Send a revision (R1, R2…) — the previous version is closed.

More features

• •Templates: save a frequently used quote as a template and start from it.
• •Reminders: automatic and manual reminders for unanswered quotes; expired quotes become "Expired".
• •Automations: "Quote sent / accepted / declined" triggers.
• •Portal: customers can also see their quotes in the portal.
• •After acceptance: accepted quotes show "Schedule appointment" and "Create task" shortcuts.
• •Metrics: the "Quotes" card on the Dashboard and in Analytics: awaiting reply, pending amount, conversion rate (90 days), average response time.

1. 1

   Prepare the request

   Document requests → New (or from an industry template). Items: file upload, question (text, date, number, select), signature item. An item can be shown conditionally based on the answer to another item.

2. 2

   Send

   The customer receives a link by email (/r/…); it opens without sign-in and works on mobile.

3. 3

   Customer fills it in

   They upload files (PDF, images, Office, ZIP), answer questions, sign if needed and submit.

4. 4

   Review

   Approve each item or reject it with a reason; rejected items reopen for the customer. Answers can optionally be written to contact fields.

Security and retention

• •Uploaded files are virus-scanned; location (EXIF) data is stripped from photos.
• •Download all files as a single ZIP, or delete them one by one.
• •Files past their data-retention period (KVKK) are deleted automatically; the item keeps a "Files deleted (data protection)." note.
• •Reminder emails go out automatically; track progress on the Dashboard and in Analytics.

Integrations and automation

• •Integrations tab: Webhook (HMAC-signed JSON), Slack and Discord (incoming webhook URL), email (team notification or auto-reply to the respondent); conditional runs, "Send test", run log, 3 retries.
• •Automation: the "Vakti Forms response received" trigger (answers usable in conditions) and the "Send form" action (e.g. a survey when an appointment is completed).
• •Contact record: name/email/phone fields map to the contact and custom fields; the "Forms" tab lists responses and pending invites; form.sent / form.submitted in the timeline.
• •Contact form: contact custom fields are designed like a form under Contacts › Contact form (required, help text, order); with Forms on you see which form uses which field and can create a "Customer registration form" in one click.

Access, security and languages

• •Password, closing date, response limit, closed text; honeypot and optional Cloudflare Turnstile.
• •Required consent block (GDPR/KVKK text ready in 5 languages), responses deleted automatically after the retention period, uploads virus-scanned.
• •Template gallery: Contact, Satisfaction survey, Pre-appointment intake, Event registration, Quote request, Consent form (signed); save your own form as a template.
• •Translations panel: translate title, description, labels and options for your workspace's customer languages (one click with AI); visitors see ?lang= or their browser language.

1. 1

   Document

   E-Sign → New document wizard: upload the PDF, add a title and message; keep frequently used documents as templates.

2. 2

   Fields

   Drag signature, initials, date and text fields onto the PDF; assign each field to a signer. Vakti AI suggests field placement.

3. 3

   Recipients and send

   Pick signers from contacts, set the signing order; the link opens in the signer's language. Bulk sending to a segment is supported.

4. 4

   Sign and evidence

   The signer first accepts the consent screen, then signs by drawing or typing; a sealed PDF and an evidence page (time, IP, device) are created and everyone gets a completion email.

• •Status chips (Draft, Awaiting signature, Completed, Declined, Expired); the detail view shows a sent / opened / signed timeline per recipient, with remind and cancel.
• •A declining signer must give a reason; the document owner is notified.
• •The verification page (QR on the PDF) confirms the document is sealed and unchanged.
• •Automation triggers: e-signature completed / declined / expired. Free plan: 10 documents per month.

Automations and metrics

• •Triggers: status changed, document uploaded, SLA approaching, file inactive.
• •Create a quote from a claim file; on acceptance the file becomes "Approved".
• •SLA breaches and status distribution on the Dashboard and in Analytics; customers see "My claims" in the portal.

Triggers

Actions

• •Send message: channel + template; "immediately" or 15 min – 1 day after the event. Contacts without an email are skipped.
• •Wait: 15 min – 7 days before the next action.
• •Add / remove tag, update field, create task (title, assignee, due date), notify a team member.
• •Send form: emails the chosen Vakti Forms form to the contact as a personal invite (e.g. a satisfaction survey when an appointment is completed).

Example requests

• •"What appointments do we have tomorrow?"
• •"Add John Smith and book him a check-up on Thursday at 2:00 PM."
• •"Email a reminder to customers with upcoming appointments."
• •"Invite Sarah to the team as an admin."
• •"Dr. Clark is off on 20 October." / "We close after 1 PM on Friday."
• •"What is my no-show rate for the last 30 days?" / "Which channel performs best?"

Management and documents

• •"Create a task to call John Smith tomorrow and assign it to me."
• •"Add a note to John Smith: allergic to penicillin."
• •"Add the company Smith Construction and link John Smith to it."
• •"Add a 45-minute service called Physiotherapy, price 80."
• •"Add Dr. Emma Clark as staff offering Physiotherapy."
• •"Pause the Friday campaign." / "Which campaigns are active?"
• •"Disable the birthday automation."
• •"Rename the tag vip to VIP Customer." / "Merge the tag old into archive."
• •"Email the consent form to John Smith."
• •"Request a licence and ID copy from John Smith, due in 5 days."
• •"Prepare a quote for John Smith: 3 physiotherapy sessions at 80 each."
• •"Set the Physiotherapy price to 90." / "Close Massage for online booking."
• •"Dr. Clark has left; set her to inactive."
• •"Open a 10-session physiotherapy package for John, 700, valid 3 months."
• •"Open a claim file for John for plate 34 ABC 123, accident on 10 October."
• •"Move claim CL-2026-0003 to in repair, next step: waiting for parts."
• •"Assign John's conversation to Sarah." / "What messages are waiting?"
• •"Send John a quote reminder." / "Remind Sarah about the documents."
• •"Send the consent agreement to John Smith for signature."
• •"Send the consent form to all VIP-tagged patients."
• •"Change the Friday campaign send time to 10:00."
• •"Set the cancellation deadline to 24 hours and allow at most one reschedule." (booking rules; admins only)

1. 1

   Ask

   Ask in plain language, or use the quick-reply chips.

2. 2

   Plan

   The actions are listed as cards (contact, appointment, sending…).

3. 3

   Approve

   Edit, approve or reject.

4. 4

   Run

   The system executes the plan; results appear in the conversation.

Connecting

1. 1

   claude.ai (web, desktop, mobile)

   Customize › Connectors › Add custom connector; enter https://vakti.net/api/mcp as the address. Click Connect: the Vakti sign-in and consent screen opens; pick your workspace and choose Allow.

2. 2

   Claude Code

   In the terminal run claude mcp add --transport http vakti https://vakti.net/api/mcp, then sign in with /mcp.

3. 3

   ChatGPT, Gemini, Cursor, VS Code, Windsurf…

   Add the same address (https://vakti.net/api/mcp) as an MCP server; the client registers itself for OAuth and the same Vakti sign-in and consent screen opens.

4. 4

   Where do I find the address?

   Account › Security › Connected AI clients shows the address with a copy button; connected clients are listed there too.

Example prompts

• •"Which appointments do I have tomorrow?"
• •"Add John Smith and book a check-up on Thursday at 2 pm."
• •"Dr. Lee is off on 20 October."
• •"Add the note 'penicillin allergy' to Mary Jones."
• •"What was my no-show rate in the last 30 days?"

Install

• •Chrome / Edge / Android: the "Install" icon in the address bar.
• •iPhone / iPad: Safari → Share → "Add to Home Screen".

Notifications

• •Urgent customer message (Inbox)
• •Document request opened / submitted by the customer
• •New form response (Vakti Forms; can be turned off per form)
• •Turn them on in Workspace settings › Notifications; each device asks for permission separately.

Roles

• •Owner: full access; only the owner can delete the workspace.
• •Admin: members, settings, channels and all modules (except owner-only actions).
• •Operator: contacts, templates, appointments and sendings; no access to member or workspace settings.
• •Staff: linked to a staff record; sees only their own calendar, appointments and customers. Settings, templates and channels are off-limits.

• •Can be turned on/off: Appointments & Staff, Messaging, Inbox, Tasks, Automations, E-signature, Analytics, Vakti AI, Customer Portal, Claims Tracking, Quotes, Document requests, Vakti Forms.
• •Contacts, Channels, Team and Settings are always on.
• •A disabled module disappears from the menu, search and automation triggers; its data isn't deleted and comes back when you turn it on again.

My account

• •Name: edit and save.
• •Changing your email: a confirmation link is sent to the new address; you keep signing in with the old address until it's confirmed, and a security notice is sent to the old address.
• •Delete account: confirmed with your password. If you own a workspace, you'll be asked to delete it first; the "Delete Workspace" button in the list does that without opening the workspace.
• •Notifications: your product-news email preference (personal, not tied to a workspace).

Security

• •Two-factor authentication (2FA): authenticator app + one-time backup codes (XXXXX-XXXXX); turning it on and regenerating backup codes require your password.
• •Sessions: see active devices and sign out other sessions.
• •Lockout: after repeated failed password attempts, the account is locked for a while.

• •Unsubscribe: campaign emails include a one-click unsubscribe link and header; unsubscribed contacts don't receive emails.
• •İYS (Turkey's commercial-message consent registry): consent status is stored per contact; commercial messages aren't sent to anyone without consent.
• •Data subject requests: KVKK (Turkish data-protection law) / GDPR requests are sent to your business from the customer portal; when a contact is deleted, their files are cleaned up too.
• •Retention: document request files at the end of their retention period, and files of deleted records, are automatically purged from storage.
• •Consent and privacy notices: have them signed via E-signature, Document requests or Vakti Forms (required consent block, signature field, retention period) and keep a record.