Let Your Conversational Agent Book and Manage Appointments
Your conversational agent can help customers find an available time, book an appointment and manage an existing appointment. Configure the calendars and actions it is allowed to use before enabling it for customers.
Choose calendars and how to offer them
- Open AI → Conversational Agents, edit the assistant and select 06 What it can do.
- Under Book appointments, select the calendars the assistant may use. Check each calendar's availability, services and appointment settings first.
- Under When there is more than one, choose Offer any available — don't ask who to offer combined availability, or Ask who they want first when the person or service matters. A customer can still request someone specific with the first option.
Choose appointment notifications for each calendar
After selecting a calendar, review Appointment notifications · optional underneath it. This selection controls SMS confirmation and reminders for appointments the assistant books into that calendar.
- Select the intended notification option when one is available.
- Choose None — don't send appointment SMS when you do not want appointment SMS from this selection. It does not turn off the assistant's conversational replies.
- If you select multiple calendars, review the notification setting for each one. Do not assume one selection applies to all calendars.
If only None is available, review the location's appointment notification setup or ask support to help before expecting automated SMS. Save changes, then check a controlled booking and its notification behavior. Seeing a booking in the calendar is separate from confirming that an SMS was delivered.
Enable the actions needed for the task
- List who it can book with: makes the available people or services identifiable; needed when using more than one calendar.
- Check availability and Book appointment: let the assistant look for an open time and create the booking.
- Find appointment by phone and Change appointment time: locate the next appointment using the phone number it was booked with and move it to another available time. The change action looks it up by phone first.
- Confirm appointment and Check confirmation: record attendance confirmation and check whether it is already confirmed.
- Record a no / cancellation: records that the customer will not confirm, needs another day or is cancelling, and stops that confirmation follow-up. Treat it as a recorded outcome; it does not by itself demonstrate that the calendar entry was deleted.
Save and check a complete conversation
Use Save changes. Check the assistant's job instructions and test a new booking, an existing appointment lookup and a request for a different time. The customer should not be asked for a six-digit booking code for the phone lookup flow.
Only describe a booking or change as completed after the system confirms the action. If the assistant records that your team will follow up, make sure someone handles that request.
This setup handles appointment requests during conversations. An appointment checker separately starts follow-up before upcoming appointments.
Related guides: Conversational Agent Settings · Appointment Agents and calendars.