What it is
/bookings/new is the CSR intake screen used to capture information during a live call with a new or existing customer. It's organized into four boxes following the ADD sales coaching framework: Align, Diagnose, Design, Decide.
Who can use it
Built for CSR, but this route is not page-gated — any signed-in user can reach it by typing the URL. Treat it as a CSR tool in practice.
How to get there
/bookings/new, or click New Booking + Start Recording from Mission Control.
Key screen areas
| Area | What it shows |
|---|---|
| Align box | Rapport-building notes, why the customer is calling |
| Diagnose box | What the customer needs, existing conditions |
| Design box | Product/solution direction discussed |
| Decide box | Next steps, appointment booking, close-out of the call |
Step-by-step how-tos
Start a booking with an automatic recording
- From Mission Control, click New Booking + Start Recording.
/bookings/newopens and a call recording starts automatically.- A sticky recording dock appears at the bottom of the screen with Stop, a timer, and a red/yellow/green coaching status indicator.
- Fill in each of the four boxes as the call progresses.
Start a booking without the auto-recording
- Navigate directly to
/bookings/newinstead of using the quick action. - Recording does not start automatically in this case — start one manually if needed from the Recordings tool.
Finish the call
- Complete the Decide box — capture the next step (usually booking an appointment).
- Click Stop on the recording dock if a recording is running.
- The call is transcribed and an AI summary is produced automatically — see the Call Recordings guide.
Tips & Warnings
Tip: The red/yellow/green status in the recording dock is a live coaching signal based on the ADD framework — use it to steer the conversation, not just to track time.
Warning: This page isn't restricted by role. Anyone with a link can open it, so don't rely on the URL being private — treat any booking you create carefully and only share the link with people who should be using it.
Note: Bookings feed into Customers and Opportunities — a booking on its own doesn't create a pipeline stage change until you follow up with a consultation or estimate.
Related pages
/help/features/customers/help/features/recordings-note-taker/help/features/opportunities