Pabau setup guide
What you need, the seven setup steps, what happens on a booking call, and what 2care reads and writes in Pabau.
4 min read
How it connects
2care connects to Pabau through Pabau's own API. An administrator at your practice authorises the connection in Pabau, and access is scoped to bookings and client records.
Practitioner and room availability is read live during the call. Each booking is committed to Pabau before the caller hangs up, so the diary your team opens is the true one.
Terms used here
- Practitioner. A clinician with their own availability in Pabau.
- Room. A treatment room a booking needs alongside the practitioner.
- Treatment type. A consultation or treatment, medical or aesthetic, with its own duration.
- Treatment interval. The gap your practice enforces between two treatments.
Before you start
| Item | Who provides it |
|---|---|
| A signed data processing agreement (DPA) with 2care | Signed before any client data moves |
| Authorisation of the connection by a Pabau administrator | Your practice owner or manager |
| Your practitioners, rooms and locations | Your practice manager |
| The treatment types callers may book | Your practice manager |
| Your treatment intervals, and the prices you want quoted | Your clinical lead and practice manager |
Setup
- Sign the DPA. No client data is read until it is in place, and UK or EU hosting is available.
- Authorise the connection. Your administrator grants access in Pabau, and your onboarding specialist walks them through it.
- Connect and check. We confirm that your practitioners, rooms, locations and treatment types come through as you expect.
- Map your treatment types. Durations, practitioners and rooms are read per treatment type, so each booking takes the time and room it needs.
- Add what the agent may say. Give us prices, preparation notes and anything a caller should know before they attend.
- Run a test round trip. We book a test appointment, open it in Pabau with your team watching, then cancel it.
- Switch the line over. Your number forwards to 2care at the hours you choose. See forwarding your number.
On a booking call
| Step in the call | What the caller hears | What happens in Pabau |
|---|---|---|
| Identity | A request for their name and date of birth | The caller is matched to their client record, so they are not entered twice |
| Availability | Open times for the treatment they asked about | Practitioner and room availability is read live for that treatment and location |
| Choice | The time they chose, read back | The slot is checked again at the moment of booking |
| Booking | Confirmation of the appointment | The booking is written into Pabau against the practitioner and room it needs |
| Confirmation | A text with the date, time and address | The treatment enquired about and a record of the call are kept against the client |
The agent confirms the appointment only once Pabau has accepted it. If the practitioner or room was taken in the meantime, Pabau refuses the booking and the agent offers the next open time instead.
What 2care reads
- Practitioner and room availability, at the moment of the call
- Treatment types with their real durations, medical and aesthetic alike
- Client history, so a returning client is not entered again
- Treatment intervals, where your practice enforces them
- Your locations, so the time offered is somewhere the client can reach
What 2care writes
- The booking, against the practitioner and room it needs
- Client details, read back before they are committed
- The treatment enquired about, so the consultation is prepared for
- Cancellations, released and offered onward within minutes
- A record of what was discussed, kept in Pabau
What 2care never touches
- Clinical notes, results and medications
- Anything outside the access your administrator granted
- Any action your team could not undo: every write records the call that caused it
Campaign enquiries
In a Pabau practice the phone is a lead channel as much as a booking one. Calls from your campaigns are answered on the first ring, day and night, and a caller who does not book is followed up automatically.
Lapsed clients can be called from lists you provide, at the rhythm you decide. See recall and outreach campaigns.
Questions
Do medical and aesthetic bookings work differently?
Yes, and Pabau already knows how. Durations, practitioners and rooms are read per treatment type, so each one is booked as you have set it up.
What happens to evening enquiries?
They are answered and booked into Pabau, the same as a daytime call. See after-hours and lunch cover.
How long does setup take?
Most practices are live in about 5 business days once the connection is authorised and treatment types are mapped.
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