Appointments

The Calendar tab shows every appointment for this agent, whether you made it or the agent did during a call. It switches between a week and a month view: the month to see how things are filling up, the week to work out where something fits.

Each appointment shows who it's for, which service, when it starts and how long it runs. The duration comes from the service, so a 90-minute service blocks 90 minutes.

Three things decide which slots are available, and the agent only offers times that pass all three. If it's offering times you're not free, one of them is wrong, usually a missing closure.

How the agent books on a call

A booking conversation goes in a fixed order, and the order is the point.

1. The caller says what they want. The agent matches it to one of your services, which gives it a duration.
2. It checks availability against your hours, any closure, and what's already booked.
3. It offers only available times. It doesn't offer a slot it hasn't checked.
4. It needs a name. If the number isn't a known contact it asks, and won't book for a caller who won't give one.
5. The caller agrees to a specific time.
6. Only then does it create the booking. Up to that point nothing is reserved.

Checking availability and making a booking are separate steps, so the agent can discuss times freely without holding anything, and a booking exists only after an explicit agreement. That's what makes a summary saying "booked" correspond to a real appointment.

Afterwards the appointment appears on your calendar and against the contact, the call summary links to it, and you get a notification. The caller gets a confirmation text with the details.

If the agent is refusing to book, see the agent didn't do what you expected.

Callers changing a booking themselves

Someone who already has a booking can change it on the phone without going through you. The agent can list their upcoming bookings, move one after checking the new slot is available, cancel one, or look up what they had last time. A cancelled slot is available again immediately.

It confirms before cancelling, so a vague "I might not make Thursday" doesn't empty your calendar.

All of this works from the number they're calling from, which is why a known contact matters. Someone ringing from a different number than they booked on can't be matched, and gets a message taken instead. Worth knowing if you have customers who ring from both a mobile and an office line.

You'll see what happened as a badge on the notification: Booked with the time, Moved to with the new time, or Cancelled.

Doing it yourself

Everything the agent can do on a call, you can do in the app: create an appointment against a contact and a service, change one, or cancel it.

One thing to watch: changes you make in the app don't text the customer. If you move someone's appointment, tell them yourself.

The reason to add bookings manually is to keep the calendar truthful. Anything you book by text, in person or on another system is a slot the agent will otherwise offer to someone else.