Booking systems are where a lot of agencies start to feel the tech stack strain.
Especially when you’re dealing with returning clients, multi-step reservations, and AI automation that’s supposed to make life easier… but sometimes doesn’t.
This came up during a recent HighLevel power session led by Mario Aldayuz, Head of Partnerships here at HL Pro Tools.
The topic? How to scale AI-powered booking systems the smart way.
So if you’re trying to build a booking flow that doesn’t crash and burn under the weight of your automations, this one’s for you.
The Problem: Returning Clients, New Headaches
One of the biggest challenges agencies face is figuring out how to recognize returning clients and adapt booking workflows accordingly.
Think about it—if I’ve already booked with you once, why make me fill out everything all over again?
In the session, someone asked: “How can I update bookings dynamically for return clients without starting from scratch?”
Great question. And Mario dropped a clean solution.
The Fix: Use Identifiers + Custom Fields
The easiest way to personalize repeat bookings?
✅ Step 1: Use email or phone number as your primary identifier
These are your best bet for recognizing returning users inside HighLevel.
🛠️ Step 2: Create workflows that pull in previous data
Have your workflows auto-populate custom fields (like last service booked, preferred time, or membership status).
This way, you’re not just remembering clients—you’re anticipating their needs.
Scope Before You Build
Don’t start building blind.
Before automating anything, write out a scoping document—even a simple Google Doc works. Define:
- What the ideal user experience looks like
- What data you need to collect or retrieve
- Where the AI should step in (and where it shouldn’t)
Scoping helps you avoid endless rebuilds and integrations that go nowhere. Trust me—a little planning goes a long way.
Keep the Experience Human
AI is amazing—but only if it feels human.
If your booking workflow makes people feel like they’re chatting with a robot instead of your brand, it’s time to hit pause and optimize.Want help mapping out your AI-driven booking flow? Or need a battle-tested workflow snapshot to save you 20 hours of troubleshooting? You know where to find us 👉 HL Pro Tools
