It's Complicated's appointment booking tools let you schedule sessions with clients, manage your calendar, and keep everything in one place — whether you're booking clients from the platform or bringing your own. Using the booking system also displays your confirmed session count on your profile, helping showcase your experience to potential new clients.
Before you can book appointments, you'll need to set up at least one service in Settings → Services. See Setting up your services for a step-by-step guide.
Creating an appointment
There are two ways to create an appointment:
From the Calendar: Click any available timeslot on the calendar to open the new appointment panel. Select your client, service, duration, whether the session is online or in-person, and your payment preference. Click Create Appointment to send it to your client.
From Messages: Open a client conversation and click the calendar icon in the top right corner. This opens the same appointment panel, with the client already pre-selected.
Configuring the appointment
Service
Select the service type for the session — for example, Individual Session, Couples Session, or Free Initial Session. The services available in this dropdown are the ones you've set up in Settings → Services.
Online or in person
Choose whether the session will take place online or in person. Online appointments automatically include a video call link — both you and your client can join directly from your calendars.
Recurring appointments
If you'd like to schedule regular sessions, set the Recurring field to your preferred cadence — weekly, every 2 weeks, every 3 weeks, or every 4 weeks. This creates a repeating series of appointments so you don't have to book each session individually.
Payment type
Choose how you'd like to handle payment for the session:
- Prepay — your client pays an invoice before the appointment is confirmed. The session is only added to both calendars once payment is complete.
- Invoice Later — the appointment is confirmed without a prepay requirement and you send an invoice after the session takes place.
- EAP — for sessions booked through an Employee Assistance Programme with employees that have a valid EAP code.
- Non-Billable — for sessions that won't be invoiced, such as free introductory calls.
Booking with clients not on It's Complicated
You can book appointments with clients who aren't registered on It's Complicated. When creating an appointment, click the + button next to the client selector and add a new client by entering their name and contact details. They'll receive an email with everything they need to confirm the session. This means you can manage all your scheduling — both platform clients and private clients — in one place.
What happens after you send the appointment
Once you send an appointment request your client receives a notification to confirm it.
- For Invoice Later and Non-Billable appointments: the client confirms with one click and the session appears in both calendars.
- For Prepay appointments: the client must pay the invoice before the appointment is confirmed. Once paid, the session is added to both calendars and the invoice appears in your Billing → Invoices tab.
For online sessions, a video call link is automatically attached. Both you and your client can join directly from the appointment in your calendar or messages thread.
Appointment reminders
It's Complicated automatically sends your clients reminder emails before scheduled appointments to help reduce no-shows and last-minute cancellations. If a prepay appointment hasn't been confirmed 24 hours before the session, your client will also receive a reminder to complete their payment.
Rescheduling and cancellations
It's currently not possible to reschedule a confirmed appointment directly. To change the time or date, cancel the existing appointment and create a new one with the updated details.
To cancel an appointment, you can either:
- Go to the client's conversation in Messages, find the appointment, and click Cancel.
- Click the appointment in your Calendar and select the delete option from the Event Details panel.
Blockers
If you need to block off time on your calendar without creating an appointment — for example, during a lunch break or a personal commitment — use a Blocker. Click any timeslot on the calendar, switch to the Blocker tab, add a label, set the duration, and click Create Blocker. Blocked time will not appear as available on your booking page or directory profile.