November Product Update Webinar Summary

In this session, the jrni product team walked through the latest platform enhancements, recapped key 2025 releases, and previewed what is coming next across appointments, queuing, events, and analytics.

Speakers:

• Ibrahim Lambat, Group Product Manager

• Pallavi Arya, Senior Product Manager

• Lorena Goertler, UX Designer

1. 2025 Highlights: What We Have Already Delivered

Before diving into the November updates, the team recapped several major releases from earlier in 2025.

Insights Hub

One of the biggest initiatives this year was the launch of the Insights Hub, a rebuilt analytics experience embedded directly in Studio.

• Faster, more intuitive analytics with simpler navigation

• Unified view across appointments, queuing, and events

• Analytics brought inside Studio so you no longer need to switch to an external platform

• Access to existing reports, plus:

  • Custom filters

  • Data export

  • The ability to build and share your own reports internally

If you do not yet have access to Insights Hub, reach out to your Customer Success Manager. The rollout is ongoing and accompanied by product communications.

Video Appointment Integrations

To support virtual appointments, jrni added:

• Google Meet integration

  • Allows customers and end users to book and join video appointments instantly

• Microsoft Teams integration

  • Auto-generated, unique Teams link for each appointment

  • Makes virtual sessions easier to manage for both staff and customers

Queuing Enhancements

Significant investment has also gone into queuing, including:

• Automated queue schedules

  • Helps branch and store managers configure operating schedules for queues in advance

• Queue closure

  • Quickly close a specific queue or branch in emergencies with a simple toggle in the Queuing Concierge view

• Bulk store closure

  • Highly requested feature

  • Block staff and resource availability in advance for holidays or emergency closures

  • Designed for organizations managing multiple locations and branches

If you are interested in any of these features and do not see them in your environment, contact your Customer Success Manager.

2. New Features Highlighted in the Webinar

The November webinar focused on three core releases:

1. Link Builder

2. Coupons

3. Resource Limits

2.1 Link Builder

What it is

The Link Builder lets staff create personalized booking links that pre-select:

• A specific service

• A specific location

• Up to three staff members

These links can be shared via email, websites, or staff signatures to reduce back-and-forth with customers.

Where it lives

In Studio, under a staff profile:

• Navigate to Staff profile → Direct Links tab

• A new Link Builder tab has been added alongside the existing direct link

• Previously created links are stored and visible in this tab so staff can reuse them

How it works

1. In the Link Builder tab, click New link

2. Name the link (for example, “Product demo”)

3. Select the service (for example, a fitting service)

4. Add up to three staff members to the link

5. Click Generate link

6. Copy and share the link with the client

Customer journey

• When a customer opens the link, it bypasses the service and location selection steps and takes them directly to the availability page

• The availability shown reflects times when all selected staff members are free

• If one staff member’s availability changes (for example, blocked out at a certain time), that slot will disappear for the customer and only show times when all necessary staff are available

Use cases

• Financial services: joint appointments that require, for example, a wealth manager and a mortgage advisor together

• Retail: joint consultations that require a stylist plus a specialist (for example, beauty expert, tailor)

The goal is to give teams flexibility and speed when scheduling multi-staff appointments without manual coordination.

2.2 Coupons

The coupons feature is being released in two phases.

Phase 1 (Available now)

What it does

• Allows you to create and manage discounts and promotional codes via API

• Customers can apply coupon codes during the booking journey

Types of discounts supported

• Fixed amount discount (for example, £25 off)

• Percentage discount (for example, 20 percent off or 100 percent off)

• Usage limits:

  • Single-use codes for individual customers

  • Shared codes with a specified usage cap (for example, one code valid up to 100 uses)

You can also track code usage to see how promotions perform.

Example use cases

• Finance

  • £25 off an annual review

  • Discounted mortgage consultation

• Retail

  • Seasonal or campaign-based offers

  • 20 percent off beauty consultations

  • £10 off bike fittings

Customer journey demo

• Two coupon codes are configured via API:

  • A fixed amount coupon: £25 off a £50 service

  • A percentage coupon: 100 percent off a £50 service

On the booking flow:

• A new field appears: “Do you have a promo code?”

• Customer enters the coupon:

  • Fixed amount example: £25 is deducted, showing a total of £25

  • Percentage example: 100 percent discount changes the price to £0, and the customer completes the booking without payment

Phase 2 (In development)

• A new Coupons management UI in Studio

  • Create, edit, and delete coupons directly in Studio

  • Manage all details without relying on API-only workflows

• This will be covered in a dedicated future session once released

2.3 Resource Limits

Purpose

The Resource Limits feature helps teams manage capacity and prevent overbooking for shared resources such as:

• Rooms

• Service bays

• Chairs (for example, beauty chairs, fitting chairs, bike fitting bays)

What it does

• Lets you set a maximum number of bookings that a specific resource can take within a given time period (for example, per hour)

How it works in Studio

1. Go to Resources and select an existing resource

2. A new configuration field appears: Maximum Booking Limit

3. Enter the maximum number of bookings per time slot (for example, 2 bookings per hour)

4. The capacity is displayed clearly on the resource, so anyone managing the schedule can see the limit

Customer journey

• As bookings are made, they are counted against the resource capacity:

  • First booking at 9:00 creates an appointment and uses one capacity slot

  • Second booking at 9:00 uses the second slot

• Once the maximum limit is reached, that time slot no longer appears as available to customers

• If a customer reschedules or cancels a 9:00 booking, that slot becomes available again in real time

This ensures the availability customers see always reflects true capacity across creation, update, and deletion of appointments.

3. Coming Soon: Security and Queuing Enhancements

Lorena shared a preview of upcoming features.

3.1 Security Center

The Security Center will be a central hub for all security-related configuration, designed to be powerful yet easy to use without a technical background.

Key capabilities will include:

• Protection against spam and malicious bookings

• CAPTCHA configuration

• Whitelists and blacklists based on:

  • Names

  • IP addresses

• One-time password (OTP) options

• Booking limits per person

• Tools to block suspicious traffic before it can impact your operations

• API insights related to security behavior

The focus is on giving customers clear, human-readable controls to strengthen booking security.

3.2 Real-time Queuing Dashboard

The real-time queuing dashboard will provide an at-a-glance operational view of queues across branches and locations.

Expected capabilities:

• Real-time KPIs, including:

  • Queue length

  • Wait times

  • Service activity across locations or branches

• Visibility into how appointments and queues work together:

  • How many people are in appointments

  • How many need to be pulled into queues

• Better insight for managers to:

  • Identify high-demand areas

  • Shift staff where needed

  • Understand performance across the day

4. Events Solution Overview

Pallavi closed with a deeper look at the events offering and philosophy.

4.1 Events as Strategic Experiences

• An event is more than an activation. It is a strategic, branded moment where customers connect with who you are as a brand.

• A well-designed event can turn a one-time attendee into a loyal customer.

• This is why managing every detail matters:

  • Invitations

  • Guest lists

  • Communications

  • Arrivals

4.2 Before the Event: Invitations and Guest Management

Current and upcoming capabilities:

• Flexible registration flows:

  • Open public registration

  • Invite-only private access

• Ability to shape the guest experience from the very first interaction

• Upcoming ability to send invitations directly from the platform

• Streamlined workflow for:

  • Designing invitations

  • Sending invites

  • Tracking RSVPs

  • Managing large guest lists via bulk import

• Template builder in progress:

  • Personalised emails and SMS with guest names and event details

  • Fully branded visuals

  • Less manual work, more accurate data, and higher engagement

4.3 During the Event: Code App

The Code App will act as a mobile control center for event teams.

Key functions:

• Accessible from phones and tablets

• Instant check-in and QR code scanning

• Search and update guest lists in real time

• Monitor queues and schedules as the event unfolds

• Allows staff to move away from static front desks and manage events on the go

The goal is for even complex events to feel effortless on the outside because everything is coordinated behind the scenes.

4.4 Arrival and Beyond: Kiosk

The kiosk supports a smooth arrival and ongoing engagement.

On arrival:

• Guests scan their code and walk straight in

• Reduces bottlenecks at the front desk

• Frees staff to focus on higher-value interactions rather than crowd control

Beyond the event day:

• Guests can use the kiosk to:

  • Book appointments

  • Join queues

  • Register for sessions

• All through an intuitive self-service flow

Together, the Code App and kiosk are designed to create a modern, efficient arrival and in-event experience that keeps guests moving while keeping staff in control.

5. Next Steps and Q&A

• The team will share a recording of the webinar with all participants.

• For questions about:

  • Enabling any of the features covered

  • Getting access to Insights Hub

  • Upcoming events tooling

  Please reach out to your Customer Success Manager or contact the jrni team directly.

Thank you again to everyone who joined the session and shared feedback.