Appointments

Booking is the highest-value thing a voice agent can do. Instead of taking a message for someone to call back, the agent checks what's actually free, offers it, and writes the appointment before the caller hangs up.

CRM → Appointments

Two ways to set up booking

Which one you want depends on whether you have one calendar or several.

You don't choose a mode explicitly: if you've created any active booking resources, the agent uses them. Otherwise it uses the simple calendar. Start simple; move to resources when one calendar stops being enough.

Setting up the simple calendar

Agent → (your agent) → Actions → Appointment booking

• Enable booking — the master switch. With it off, the agent has no booking ability at all, whatever else is configured.
• Timezone — which timezone your hours are in.
• Slot length — how long each appointment is.
• Opening and closing hours.
• Working days.
• How far ahead callers may book.

That's it. The agent now offers real slots.

What a booking call sounds like

Caller: Do you have anything Thursday afternoon? Agent: Let me check… I've got 2:15, 3:00 or 4:30 on Thursday. Which suits you? Caller: Three o'clock. Agent: Perfect. Can I take your name? … Thanks Sarah, you're booked for Thursday at 3pm. You'll get a confirmation.

Behind that: the agent asked for real availability, held on to the exact slot, and wrote the booking with a fresh availability check at the moment of writing — so two callers can't take the same slot.

What gets recorded

Every booking automatically links to:

• The caller's phone number — taken from the call, so the agent doesn't have to ask.
• The call that produced it, with its transcript.
• The contact in your CRM.

You get the name from the caller and everything else fills itself in. That's what stops bookings ending up as orphan calendar entries with nobody attached.

The appointments page

• Upcoming and Past tabs. Cancelled appointments are hidden from both.
• Search by customer name, phone or email.
• Filter by resource and by date range.
• Each row shows the customer, time, duration, which resource and agent, and a source badge — call if the agent booked it, manual if a human added it.

Adding one by hand

The Add appointment dialog exists for walk-ins and bookings taken some other way. It checks the same availability rules the agent uses, so you can't accidentally double-book.

Cancelling

Cancel from the row. The slot frees up immediately, a webhook fires if you've subscribed, and the booking stays in your history rather than disappearing.

Rules to know about

• Nothing can be booked less than 15 minutes ahead. A caller can't book "right now" — which is usually what you want, since nobody can get there.
• Bookings are capped monthly by plan — Starter 100, Professional 500, and more available as an add-on. If you hit the cap, the agent apologises and offers a callback instead of failing silently.
• Cancelled bookings don't count against the cap, so cancelling frees headroom.
• Timezones are handled properly, including daylight saving. Slots are computed in the timezone you set, so an evening slot doesn't drift.

When the agent should not book

Sometimes booking on the call is wrong — the job needs a site visit to quote, or the caller needs to check with someone else.

Handle that in your instructions rather than by turning booking off:

Don't book kitchen fittings directly — take their details and tell them Dave will call to arrange a site visit.

Troubleshooting