Configure Appointment Booking and Reminders for a Voice Agent
Choose booking calendars, optional appointment SMS and how the receptionist handles a choice of providers.
For an Appointment receptionist, open the Schedule step in the Voice Agent setup.
1. Choose the booking calendars
Select only the calendars the receptionist should use. Review each calendar’s availability, appointment duration and time zone in the calendar configuration before testing a booking. If a calendar is missing, check that you are working in the correct business/location and that the calendar is available to your account.
2. Decide whether appointment SMS should be sent
Under a calendar, review Appointment notifications · Optional. Select the appropriate template if you want its SMS confirmations and reminders. None — don’t send appointment SMS leaves that option off.
Review the selected template’s actual message and reminder timing. A booking and an SMS delivery are separate outcomes: verify the appointment in the calendar and check messaging delivery separately.
3. Choose how to offer providers
Where When there is more than one appears, choose:
- Offer any available — don’t ask who: offer availability without first asking the caller to choose a provider.
- Ask who they want first: ask for the caller’s preference before offering an appointment.
Test the complete booking
- After completing setup and routing, make a controlled test call and ask for an appointment.
- Confirm the requested person or service, date and time. Check the resulting appointment in the intended calendar.
- If you enabled notifications, verify the confirmation and configured reminders separately.
Existing appointments
When asking about an existing appointment, use the phone number associated with that booking. If more than one appointment matches, identify the correct person, date and time before confirming a change.
Some connected practice systems require the office to complete a change. Treat a recorded change request and a confirmed new appointment time as different results. Do not create a second booking just to change an existing one.