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Appointments let you schedule a specific client for a future visit with a designated staff member at a set date and time. Unlike walk-ins — where clients arrive without notice — appointments give your office advance visibility into who is coming in, why, and who will be seeing them, so case managers can prepare ahead of time.

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Appointments vs. walk-ins

AppointmentsWalk-ins
Advance schedulingYesNo
Linked to a client recordYes (optional)No — ticket only
Appear on the queue when checked inYesYes
Show appointment time on queue boardYesNo
Case manager pre-assignedYesOptional
When a client with a scheduled appointment checks in, their queue entry shows a calendar icon and their appointment time in the Appt column of the Waiting section.

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Viewing appointments

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Queue > Appointments

Navigate to Queue > Appointments in the left sidebar to open the full appointment calendar. The calendar shows all scheduled and checked-in appointments for the current month. Click any date to see the appointments for that day listed below the calendar. Case managers see only their own appointments. Managers, admins, and owners see all appointments across the office and can filter by staff member using the dropdown in the top bar.

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Dashboard widget

The dashboard includes an upcoming appointments widget that shows today’s and tomorrow’s scheduled and checked-in appointments. Case managers see only appointments assigned to them; managers and above see the full office schedule.

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Scheduling an appointment

You can create a new appointment from the Queue > Appointments page.
1

Open the new appointment form

Navigate to Queue > Appointments and click New Appointment in the top-right corner.
2

Search for a client (optional)

Type a client’s name or BP-ID in the Client field to link the appointment to an existing client record. This field is optional — you can create an appointment without a linked client if the visitor is not yet in the system.
3

Set the date and time

Choose the appointment Date using the date picker. Then select a Time from the dropdown. Available time slots run from 8:00 AM to 7:00 PM in 15-minute increments.
4

Select a reason

Choose the reason for the appointment. Available reasons are: New Application, Renewal, Status Check, Document Drop-Off, Follow-Up, ACA Review, and Other.
5

Assign to a staff member

Select the staff member who will see the client. Case managers are automatically assigned to themselves and cannot change this field. Managers and above can assign to any active staff member in the office.
6

Add notes (optional)

Enter any context that will help the assigned staff member prepare for the visit.
7

Save the appointment

Click Create Appointment. The appointment is saved with a status of Scheduled and appears on the calendar immediately.
You can also schedule an appointment directly from a client’s profile page. Open the client record, navigate to the Appointments tab, and use the same form — the client field will be pre-filled.

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Appointment statuses

Each appointment has one of the following statuses, visible on the calendar and in the day detail list.

Scheduled

The appointment is confirmed and upcoming. Edit and Cancel actions are available.

Checked In

The client has arrived and been checked in. The appointment is linked to their active queue entry.

Completed

The visit has been marked complete. No further actions are available.

No Show

The client did not arrive for their scheduled appointment.
Cancelled appointments are hidden from the calendar by default. Only Scheduled and Checked In statuses are shown in the month view and day detail list.

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Editing an appointment

You can edit any appointment with a Scheduled status.
1

Locate the appointment

In Queue > Appointments, click the date of the appointment on the calendar to load the day detail list.
2

Click Edit

Find the appointment card and click Edit. An edit modal opens.
3

Update the fields

Change the date, time, reason, assigned staff member, or notes as needed.
4

Save

Click Save Changes. The calendar updates immediately.

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Cancelling an appointment

1

Locate the appointment

Navigate to the appointment’s date on the calendar in Queue > Appointments.
2

Click Cancel

Click the red Cancel button on the appointment card. A confirmation dialog appears.
3

Confirm

Confirm the cancellation. The appointment status changes to Cancelled and it is removed from the calendar view.
Cancelling an appointment is permanent. If you need to reschedule, cancel the existing appointment and create a new one with the updated date and time.

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How scheduled clients appear in the queue

When a client with a scheduled appointment arrives and is checked in at the front desk, BridgePoint CRM automatically detects today’s appointment for that client. The check-in flow:
  1. Displays a blue banner showing the appointment time and the assigned staff member’s name.
  2. Pre-selects the assigned case manager in the assignment step.
  3. Links the resulting queue entry to the appointment record.
On the queue board, the client’s entry shows a calendar icon and their appointment time in the Appt column of the Waiting section, making it easy for the assigned case manager to identify their scheduled clients at a glance.
The check-in flow detects the appointment automatically but does not lock the visit reason. Staff can select any reason during check-in. The appointment link is still recorded on the queue entry, and the appointment status updates to Checked In when the client is added to the queue.
Any staff member can call the client from the queue and either start the visit or return them to the queue. You can also use the Assign dropdown on the waiting entry to re-assign the client to a different case manager before calling them.