# Customer booking policy and links

Review eligibility, create or revoke a customer booking link, and reconcile uncertain booking requests.

## Where to find it

Open **Account > Customer scheduling > Launch > Customer access**.

## Review launch prerequisites and policy

Customer access depends on working verification delivery, a saved enabled customer eligibility policy, and a ready scheduling engine. Read the current launch blockers; this guide does not imply these are enabled for your account.

The eligibility policy is disabled by default. In the advanced policy area, review **Policy JSON** with the authorized scheduling owner, choose **Save customer policy**, and verify the saved status. **Reload policy** replaces unsaved edits with the current policy. A displayed edit is not an enabled saved policy; do not enable it simply to bypass an eligibility blocker.

## Check existing booking requests

Enter the intended PestRoutes customer identifier in **Customer ID** and choose **Check booking requests**. This view returns unresolved pending/partial booking requests, not completed booking history. Inspect their individual operations for unknown outcomes. An unresolved partial/unknown booking needs reconciliation with the CRM before another booking attempt; creating another link is not recovery for an uncertain booking.

## Create or replace the link

1. Confirm the correct customer ID, delivery readiness, and saved policy.
2. Resolve the listed launch blockers and any unsaved policy change.
3. Choose **Create or reset link** and inspect the result. Resetting replaces the previous link for that customer.
4. Use **Copy link** to provide the saved link through the intended channel, or **Open customer link** to inspect its entry flow.
5. Use **Revoke this link** when the saved link should no longer be usable, then verify the resulting status.

Link creation does not itself book a visit. Customers still complete verification, service selection, window review, and confirmation. Revoking a link does not undo a previously confirmed appointment.

## Related guides

- [Delivery and launch setup](/docs/customer-scheduling)
- [Customer booking flow](/docs/customer-booking)
- [Scheduling operations](/docs/scheduling-guide)