Cronofy FAQs for Ops and Enablement

General Questions

Q: Why are we making the transition to the Cronofy tool?
 A: We are adopting Cronofy to streamline scheduling by syncing coaches’ calendars (BTS Outlook and any of their other work or personal calendars that they would like to sync) directly with Coach OS/Momenta. This eliminates the need to manually create availability slots, reduces scheduling errors, and ensures real-time accuracy across platforms. It’s also a critical step in preparing for broader integration with the Sounding Board platform in the future.

Q: What will change for 1:1 coaching participants when coaches transition to Cronofy?
 A: Participants will now see their coach’s real-time availability based on their synced calendars and set working hours- no more limited or outdated time slots. This provides greater flexibility, reduces booking delays, and improves the overall experience.

Q: Will participants need to use or know about Cronofy?
 A: No- participants will not engage with Cronofy directly and do not need to know it exists. Cronofy is simply an integrated tool within our existing platforms (Coach OS) that powers real-time scheduling behind the scenes.

You should avoid using the term “Cronofy” when communicating with participants. Instead, continue to use our standard language: ask participants to “schedule their session within their coaching journey.” The experience for participants remains seamless and familiar. They’ll simply see more accurate and flexible scheduling options. 

Q: Which BTS associates are transitioning to Cronofy at this time?
 A: Currently, only our 1:1 BTS Coaches are transitioning to Cronofy. This rollout is focused specifically on improving scheduling accuracy and efficiency for individual coaching sessions. Other BTS associates, including workshop facilitators, group coaches, or assessors, are not part of this transition at this time. If future expansion occurs, we will communicate those updates separately.

Ops and Program Manager Questions

Q: How can  I tell if a coach has implemented Cronofy?

Once a coach has synced at least one calendar, set their general availability, and saved their preferences, an icon will appear beside their name in the Coach OS with the letter “C” inside of a small calendar tile.

Q: How do I create a 1:1 slot? 

You no longer need to create slots for coaches that are using Cronofy. Instead, available free space is scanned, in 15-minute windows, to see if it can fit the booking that you’re looking to make. If it can fit, the system will show you a start time you can select. 

Q: How is it different to the previous slot creation? What is the main difference?

With Cronofy in use, coaches will no longer manually open specific slots on their calendar in the Coach OS for the coachee to book into. Instead, Cronofy will aggregate all available coaching time across their synced calendars, take into account their general availability preferences, and then present that time for the coachee to book.

Q: How can I book a manual pod? Is it different? 

To book pods with coaches that are using Cronofy, the process is exactly the same after you confirm with the coach. The only updates that we have made to pod bookings, for coaches with Cronofy, is that Coach OS now provides additional start time options and real time availability. This should make pod bookings quicker and easier for you. 

Additionally, if you’re using the Pod Uploader, we’ve updated the error handling so that if a time is already booked for coaches with Cronofy, it will scan for new free space and offer you times to pick from so that you can directly update your booking from within the error handling window. We’re hoping to make things smoother for you. 

Q: How do I force a booking into a space? Can I? 

We’ve enabled a “session” and “group” button on a Cronofy coach’s calendar that allows an ops person to be able to manually book any session that fits within the selected free space. If there is a window of time available from 10AM-11:30AM and you try to place a booking at the 10AM start time, then you’ll be able to book a 45, 60, or 90 min session within that free space. (Note: if the coach has pre- or post- buffer windows, then you may be further limited on what session durations you can book in the free space)

Q: What do the blue spaces in the coach calendar mean?

Anywhere in blue on the coach’s calendar is not available to book, either because there is already a 1:1 scheduled, there are other anonymized conflicts at that time from their synced personal calendars, or it is outside of their general availability preference. These calendar blocks will show as “blue” and unbooked spaces in the updated calendar: Tentative, Busy, Private or Out of Office. All others should show bookable or “free”.

Q: Where do I create holds for a coach? 

To hold a coach’s time without booking a 1:1 session, send a hold to their BTS Outlook calendar, just like you would for a colleague. Once on the BTS Outlook calendar, Cronofy will identify this change and the Coach OS will automatically prevent booking into that period of time.

Q: Is there a sandbox that I can go in and try out before the launch?  

No, we are not providing a test environment prior to launch, but you may make your own test cohorts on the production environment that you are used to.

Q: Can I turn Cronofy off?

In the initial release, there was no way to revert back to slots mode. However, to unblock client scenarios, we’re adding the ability to switch back temporarily while we work through adoption issues or bugs.