The Customer Journey

REV23 is built around the path a customer travels through your studio: request, consult, booking, visit, sale, and the healed result that starts the next booking. Every feature in the app is a stage on that path, and each stage starts the next one on its own.

Each stage below links to the part of the docs that covers it in full.

1. Project work — tattoo, permanent makeup — starts here.

   1 Idea A project request lands: description, references, budget, availability.
2. 2 Consult You talk it through — design, placement, sizing, price.

3. Direct work — piercing, flash — enters here, no idea or consult needed.

   3 Booking The appointment goes on the calendar; a deposit can hold the slot.
4. 4 Reminders Confirmation and reminders go out on their own; the sign link opens on appointment day.
5. 5 Release form The customer signs — ID, medical history, disclaimers, signature.
6. 6 Session The work happens. Supplies, placement, and photos live on the session.
7. 7 Checkout They pay. The deposit applies, tips route to the artist, payroll picks it up.
8. 8 Aftercare Healing instructions arrive on schedule, with a personal care page to follow along.
9. 9 Rebook Once healed, the care page asks about the next session — and the loop starts again.

the loop closes

Two ways in

Not every customer enters at the top:

• Project work — custom tattoos, permanent makeup, cover-ups — starts as an idea. The customer describes what they want before any money changes hands, you decide whether to take it, and a consultation plans the piece before it’s booked.
• Direct work — piercings, flash, jewelry changes — needs no request or consult. The customer picks a time on your online booking page, or just walks in.

Walk-ins are on the same path, further along: someone who walks in skips straight to the release form, and everything after — the session, checkout, aftercare — works the same.

The stages

Idea

A potential customer submits a project request through your public idea page: description, placement, references, budget, and availability, in one structured record instead of a DM thread. You review it, rate your interest, and decide whether to take the work. See Ideas.

Consult

For work that needs planning, you book a general consultation — time to talk through design, placement, sizing, and price before any work is scheduled. Customers can request consultations through online booking, and those requests can start an idea in your list. See Online Booking.

Booking

The appointment goes on the calendar, with a deposit holding the slot if you require one, and booking rules deciding who can book what. For work you’ve already agreed to — a consult that went well, an idea worth taking — a booking invite pre-approves the appointment and lets the customer claim a time. See Booking.

Approval and reminders

An approved request with a deposit sends the amount, payment link, and exact deadline first. Paying the deposit in full confirms the appointment. If the deadline passes unpaid, REV23 releases the time and tells the customer that the appointment was not confirmed. Without a deposit, approval confirms it immediately.

REV23 sends reminders at the times you choose and includes a release-form link. A care plan with precare can also send preparation instructions before the appointment.

The confirmation includes the customer’s private manage booking page. They can check the appointment, correct their contact information, and pay any remaining deposit. See Customer Notifications & Reminders.

Release form

The customer signs — identity, ID scan, medical history, disclaimers, signature. They can use a sign link on their own phone through Web Sign or the studio Kiosk when they arrive. Signing creates the service and puts the customer in the Waiting room. Signing early doesn’t mark the customer as arrived — the booking stays expected until work begins. See Customer signing flow.

Session

From the booking, Begin visit checks for the expected form. After the customer signs, Open visit leads to the session; if no form is expected, Begin visit goes straight to the visit picker. The artist starts the session when the work begins. The session holds everything about the procedure: placement, description, price, photos, and the inks, needles, or jewelry used. Multi-sitting work stays one service with a session per visit, so a sleeve’s history lives in one place across months. See Services & Sessions.

Checkout

The customer pays. The session lands on a cart, the deposit applies toward the total, tips route to the artist, and payroll picks up the earnings from there — no separate bookkeeping step. See Sales.

Aftercare

Ending the session starts the care journey: healing instructions and check-ins arrive by email on the schedule your care plan sets, and the customer gets a personal care page that tracks where they are in the heal. If nobody ends a booked session, aftercare waits until the appointment’s scheduled end. A session without a booking uses the care plan’s auto-start delay instead. See Care Journeys.

Rebook

Late in healing, the care page can prompt the customer to schedule a piercing downsize, PMU touch-up, or another sitting. Staff can book the next appointment when ending a session or send a booking invite later. A customer can submit a new idea for unrelated work.

Each stage starts the next

You don’t move customers along this path by hand. Each stage schedules the one after it:

• Approving a booking sends the confirmation, schedules any precare messages the care plan carries, and starts the reminders counting down to the appointment.
• The sign link opens on the day of the appointment and closes 12 hours after its start time, so forms are always signed against the right visit.
• Work starting is what turns a booking into a visit — paperwork alone never does.
• Before work starts, moving or cancelling the appointment cancels its unstarted sessions and pending care. A moved appointment requires a new signature.
• Ending the session starts the aftercare clock immediately; every care message is timed from when aftercare starts.
• The care plan’s rebooking delay ends the journey with the ask for the next appointment.

Both sides can see where things stand: the customer from their manage-booking and care pages, you from the dashboard, the Bookings queue, and the service detail.

Use the stages you need

Booking and Sales are features you turn on per Cloud. A walk-in shop running Kiosk only lives on the release form → session → aftercare stretch of the path, and that’s a complete setup — the earlier stages are there when you want them. For what a day looks like at the counter, see the Daily Workflow.