How it works
Two sides of one desk.
Clients see a short, plain booking page in their language. Your team sees a schedule that cannot lose a booking and a Today screen that runs the day.
For the client
1LanguageEnglish, Spanish, Haitian Creole, and the rest of the IRS VITA set. Skipped when you offer only one.
2LocationCards with the next opening for their language. "Any location, soonest" on top for people who just want the first seat.
3Day and timeA calendar that only lights up days with a seat for them. Full days offer the waitlist.
4ContactA phone or an email, or both, verified with a six-digit code so your staff can reach the right person. Texts are a separate checkbox with the fine print under it.
5Their pageA confirmation code, what to bring, directions, add to calendar, and buttons to confirm, move, or cancel. The same link comes in every text and email.
Everything is 17-point type, one question per screen, and works inside your own website. Clients never make an account.
For the site
AHours, not slotsSet weekly hours per location, seat groups per hour, and languages per group. Close a day, change one afternoon, or trim seats at 3:00; VITADesk shows who no longer fits before it saves and sends them a rebook link.
BMessages on autopilotConfirmation on booking, reminder 24 hours before, a one-tap survey after. Text and email, in the client's language, from wording you can edit with a live segment count.
CReplies handledY confirms, C cancels, R sends the reschedule link, STOP and HELP follow carrier rules. Everything else lands in your inbox with the client attached, and you answer from there.
DTodayTiles for booked, waiting, done, and no-shows; the queue by time; check in, start, complete. Walk-ins and phone bookings in seconds.
EDay sheet and reportsPrint the day grouped by slot with language and "call them" flags. Reports by location, language, source, and day, with a CSV for your funder.
What we did on purpose
- Reminders go 24 hours before, once. An 8 am text for a 9 am appointment is noise.
- A text with an unfilled placeholder is never sent. Ever.
- Landline and invalid numbers are caught and flagged on the day sheet so someone calls.
- Closures show clients nothing but "please pick a new time." Reasons stay inside.
- Nothing is ever pre-generated, so nothing drifts and nothing cascades.