Please note: Cronofy is a third party tool that enables calendars to merge together for availability capturing purposes. While we are integrating with this tool, BTS does not own the software.

TABLE OF CONTENTS

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now see their coach’s real-time availability based on their synced calendars and set working hours- no more limited or outdated time slots.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: What will change for me as a Coach when I transition to Cronofy?

A: Coaches will no longer need to open specific time slots in Coach OS. Instead, Cronofy will automatically reflect your availability by checking your synced calendars and working hours. Coaches will maintain control by setting their preferred availability and buffer time, while simplifying how sessions are booked.

Q: What does Cronofy do?

A: Chronofy will aggregate information about when you are free, and when you have something booked from all the calendars that you sync using the tool (your BTS.com calendar, and any other personal or business calendars you sync). It will use this information to share with the Coach OS your availability. So anything that does not already have something booked in your calendar, and within your agreed working hours, will show as available to book.

Transition

Q: What do I need to do to transition to Cronofy?

A: To complete the transition to Cronofy, you must sync your BTS Office 365 calendar with Cronofy through the Coach OS. This is a required step to ensure your availability is accurately captured and reflected in the system. You may also choose to connect additional personal calendars (e.g., Google) if you manage your schedule across multiple platforms. Cronofy will check availability across all connected calendars, but syncing your BTS calendar is mandatory.

You should also sync any other calendars that you wish to use to determine whether you are busy or not. For example if you keep your personal booking such as lunches, holidays and health appointments in another calendar, rather than in your BTS calendar, and this affects your availability, you should sync that calendar too.

Q: When do I need to make the transition to Cronofy by synching my calendar(s)?

A: All 1:1 coaches must complete their Cronofy setup by September 5th, 2025.

Q: What happens if I do not comply with the September 5^th, 2025 due date to synch my calendar(s) to

A: After September 5th, only coaches who have transitioned successfully to Cronofy will be eligible for future work.

A: Contact your local community manager (Sheila, Neena or Sarah) or associated team.

Set up

Q: How do I link my BTS Office 365 calendar to Cronofy?

A: Go to the Coach Dashboard in the Coach OS and open the side menu. Click on “Cronofy Settings,” then select “Add calendar account.” Choose "Office 365," agree to the Terms of Service, and sign in with your BTS account. Your calendar will sync, and availability will update automatically. Please note, it is important to select "Office 365, rather than Outlook.com from the options at this point.

Q: Can I connect more than one calendar to Cronofy?

A: Yes! After syncing your BTS calendar (e.g., Office 365), return to Cronofy Settings and click “Add calendar account” again. You can then add additional calendars, such as Google Calendar, and Cronofy will check availability across all of your synced calendars. NB different calendar providers require different steps - see below the different steps for connecting different calendar types.

Q: Can I only sync one calendar of each type?

For example one Apple calendar, one outlook calendar

No, you can sync multiple calendars across different platforms (e.g., BTS Outlook, Google Calendar, etc.).

Q: What are my Working Hours, and how do I set them up to control booking times?

A: Your working hours define the generic times that you are available for BTS work. Cronofy will only look for availability during these times. You set these for the week (Monday - Sunday).
To Set these up, on the Cronofy Settings page, scroll down to define your general weekly working hours by clicking and dragging to select time blocks in blue. Only blue slots are available for bookings. Click “Save new rules” to apply changes instantly. You can update this general availability at any time.

Q: Who can see what information and content is on any of the calendars that I sync with Cronofy?

A: Cronofy only accesses your calendar’s free/busy status. It cannot see event details like names, locations, or descriptions. This privacy-first approach means Coach OS and BTS do not have access to personal information—only time blocks marked as busy or free.

Managing Availability

Q: How do I update my availability - so I am no longer available during my preferred working hours?

For example if I go on holiday, or I am travelling for a day during my normal hours?

A: Simply block that time in your BTS Outlook calendar. Cronofy will automatically remove those times from your availability. When exceptions like this arise, there is no need to adjust your general working hours in the system.

Q: How do I force a 1:1 booking over a busy time period? Especially if I know I can make it work?

A: This feature should be released in the middle of August 2025. This will allow you as the coach and only the coach user to be able to override any busy slots while on the coach calendar page and force a booking.

Temporarily, we will offer the ability for coaches and ops team members to be able to switch a coach back to the legacy “slots” availability approach - termed "Simple" mode.

Once switched, a booking can be forced using our coach OS availability calendar. Once the booking is done, we require the coach or ops team member to switch the coach back to “Cronofy” by selecting the Cronofy button within the Coach Calendar page.

You may need to go back into Cronofy Settings and re-save last rules in order to revert back to Cronofy settings

Q: Do I need to adjust my working hours every week?

Not necessarily. Just set your typical working hours in Cronofy, then block specific times directly in your actual calendars (ideally your BTS one) so others can see when you’re busy.

Q: How do I book a session with a coachee using Cronofy?
A: Navigate to the coachee’s Pathway page via the Coach Dashboard. Click the “Actions” submenu on an unbooked session and select “Book Session.” Choose an available time option and confirm the booking. Availability is determined based on your synced calendars and your selected working hours in the Coach OS Coach Dashboard.

Q: Can I book sessions directly from my calendar view in the Coach Dashboard on the Coach OS?
A: Yes. Go to “Calendar” under the Coach Dashboard. Hover over a white slot to reveal a “Session” button. Click it, select a coachee, and confirm the booking in the modal. Blue areas indicate times that are already busy or tentative and cannot be booked over.

Q: Why can I still book into past dates?

A: Past dates appear as open in the Coach Calendar to allow for backdating missed sessions when needed. This behavior is intentional and does not reflect actual past availability.

Q: What happens to the slots I made before I synced to Cronofy?

Any unbooked slots made previously in Coach OS will be ignored once you sync Cronofy. These will be removed from your Coach OS calendar, and the time appear as available unless other blocks are in your synced calendars.

Q: I have put in an out of office in my calendar, using the outlook "out of office" settings. What happens to my availability?

A: Cronofy will tread this time as unavailable for the duration of your out of office.

Q: I have blocks in my calendar, they are set as "free". They are showing as available in my cronofy calendar.

A: This is expected. Cronofy will only show you as unavailable if your calendar entries are marked as "Busy", "Tentative"or "Out of Office". Different calendar types have different wording, but the functionality is essentially the same

Q: What’s the difference between “Overlapping Slots” or Flexible Scheduling and “Non-Overlapping Slots” or Back to Back scheduling in Cronofy?

When setting your availability in Cronofy, you’ll see two options under the Slots setting:

Flexible Scheduling – Every 15 minutes

This creates new bookable start times every 15 minutes, even if previous sessions fill up part of the time block.
Example: If you make yourself available from 12:00–4:00 PM, a coachee could book a 1-hour session starting at 12:00, 12:15, 12:30, 12:45, etc.
Best for coaches who want to offer maximum flexibility, even if it results in gaps between sessions.

Block Scheduling – Back to back booking blocks

This setting only creates bookable start times that don’t overlap, based on the full session length.
Example: With the same 12:00–4:00 PM availability and a 1-hour session length, coachees will only see options like 12:00, 1:00, 2:00, and 3:00.
Best for coaches who want to avoid fragmented schedules and preserve blocks of time between sessions.

? Tip: You can switch between these options anytime in your Cronofy settings, depending on how you prefer to manage your availability.

Q: What is the difference between Flexible Scheduling and Back to Back Scheduling?

A: Flexible scheduling will offer slots that start in 15 minute intervals within your available time frame. For example slots that start at 9.15, 9.30, 9.45, 10am. Taking into account any pre- or post- buffers you have indicated in your cronofy settings.

Back to Back Scheduling offer the first available start time after your previous booking (or block) in your calendar, and then offer hourly slots thereafter. For example, you want to book a 60 min session. The previous booking ends at 10.15am. You will be offered slots of 10.15, 11.15, 12.15, 13.15. If the session is a 90 minute session, it will offer slots at 10.15, 11.45, 13.00

Q: What is the functionality of the Prep Time - Pre and Post?

A: Selecting Prep time allows you to create a buffer between your sessions, essentially marking the number of minutes after, or before any given session as unavailable for booking. The Pre, and Post do not cancel each other out.

Example:
-You have 30mins set for both Pre and Post prep time,
-You have two 60 minute bookings in your calendar for 10-11am, and 12-1pm.
-9.30-10am, and 11.30 -12pm will be unavailable as pre- prep time,
-11 -11.30 and 1-1.30pm will be unavailable as post- prep time
-your will have no availability between the two sessions.

Troubleshooting questions

Q: I’ve synced my calendars, but sessions are showing up outside my preferred times. What do I do?

A: Verify your working hours under Cronofy Settings on the Coach Dashboard in the Coach OS. Sessions are only scheduled within your defined blue availability blocks. Also, mark specific unavailable days in your BTS Outlook calendar if you need to block out exceptions on a week-by-week basis. If this is still the case, you may need to troubleshoot how you synced your calendars.

Apple Calendar:

If you are syncing an Apple / iCloud calendar, you need to make sure that you followed the correct steps. At the point at which the implementation shown in the screenshot below, it will ask you to enter your email and password, you must NOT enter your Apple ID Password. Instead, you must create an "App-specific password". The steps to do this are included in this Cronofy guide: Cronofy iCloud Setup Docs.
The steps to create an Apple App-Specific Password are here: Apple App-Specific Password Support

Google Calendar

Users often skip permission checkboxes during authorization. Especially: “See, edit, share and permanently delete all the calendars you can access…”

If the user has not selected this checkbox, they will get an error and be routed back to start the authorisation again.

Outlook calendar

When you connect an outlook calendar, we must distinguish between a business (or paid) account and a free account. If your account is a business account, you should connect using Office 365. If it is an unpaid account, you should sync using the outlook.com option.

Cronofy can’t detect events properly unless connected via the correct (business) account type.

If you thnk you might have mistaken this, please remove the calendar and re-sync it.

Q: Why can I and my coachees only see options up to a certain date?

A: At the moment there is a limitation which only shows session availability up until 35 days in advance. We are in conversation with the product team to change this. Until then, you can book sessions beyond the 35 days, by going into your availability calendar on the Coach OS, finding the date, and booking in a session at a time agreed with your coachee.

Q: Who do I contact if something’s not working?

A: Do not contact your PM or Ops manager for Cronofy technical support - if something is not working. Instead, reach out to the Global Helpdesk at momentasupport@bts.com.

Cronofy FAQs for Coaches