This guide is designed for BTS Helpdesk agents who support users (coaches or admins) working with Cronofy and Coach OS. It covers integration setup, common troubleshooting guidance, and includes key training resources for onboarding.

TABLE OF CONTENTS

OnBoarding Resources for Support Agents

OnBoarding Video (by Wes): https://bts.ent.box.com/file/1935828488492?s=xc396vlspta82t1pwjgzgj15ys1bkmht
- Transcript: https://bts.ent.box.com/file/1935821099675?s=bh1qosimxxkg5fk2l169viwsuv3zzlhr
Scribe Overview (How to Integrate your Calendars): https://bts.box.com/s/soatlrejgjvbpthiuh2o3xig0xx2j5o3

Overview

The Cronofy integration allows coaches to sync personal and professional calendars (Google, Office365, iCloud, etc.) to Coach OS for real-time scheduling, eliminating double bookings and enabling session booking directly from the platform.

Key Use Case:

A coach can sync both BTS and personal calendars. Coach OS will only show time slots where both are free—no toggling between calendars needed.

Rollout Phase: Begins July 28, 2025 for one-on-one coaches, with full adoption targeted by September 5, 2025.

Feature Highlights

Multi-Calendar Sync: Google, Office365, Apple, and more.
Working Hours Setup: Define available times directly within Coach OS.
Smart Buffering: Add time before/after sessions to prevent overload.
Real-Time Visibility: Live availability updates across all connected calendars.
Direct Booking: 15-minute slot booking from Pathway or Calendar views.
Chronofy Certified Badge: Coaches who sync their calendars will display a "C" icon in Coach OS.

Detailed Instructions

Step 1: Access Cronofy Settings

Navigate to your Coach Dashboard
Click the menu icon and select “Cronofy Settings”

Step 2: Add a Calendar Account

Select “Add calendar account”
Choose from Office365, Google, etc.
Accept Cronofy’s Terms of Service
Log in and authorize the connection

Note: You can repeat this step to connect multiple calendars.

Step 3: Set Working Hours & Buffers

Inside Cronofy Settings, define:

Start and end times
Optional: Add pre- and post-session buffers (e.g., 15 minutes)
Set preferences using the drag-and-select grid

Step 4: Book a Session

Navigate to the Pathway or Calendar view
Select a time slot to book (15-minute incraments are now supported)
Coach OS automatically avoids conflicts across all synced calendars
White space = available; Blue = busy/unavailable
Availability updates instantly with refresh

Step 5: Group/Pod Session Bookings

No need to pre-create a slot
Simply select any available time agreed with the coach
Use the dropdowns in the Pod or Group Session interface
Works for both 1:1 and Pod-coaching

For a full step-by-step setup guide with screenshots on how to integrate Cronofy with your BTS Outlook or Google calendar inside Coach OS, download the guide here

Cronofy Launch Plan & Support

Launch Date: July 28, 2025 (for 1:1 coaches)
Target Adoption: September 5, 2025
Support Contact: momentasupport@bts.com
Webinars: Multiple walkthroughs scheduled to support coaches
Note: Program Managers and Ops should not assist with Cronofy setup; refer coaches to support

Watchouts & Considerations

Initial Sync Only: Cronofy setup is a one-time step per coach. Re-authentication is only needed if calendar credentials change.
Buffer Gaps: If a coach adds 15-minute buffers, this will reduce available session time—check if your calendar views allow for 30- or 60-minute sessions.
Mailers: Ensure participants receive correct mailers about session updates. See the Mailers Index to confirm triggers for new bookings or cancellations.
Participant View: Participants will only see available times—real-time conflicts across multiple calendars are hidden from them.
Session Rescheduling: This remains possible but must be managed via Coach OS or directly with the coach. Cancellations and rebookings still trigger standard mailers.