How voice-powered appointment booking works

Overview

When appointment booking is enabled on your agent, callers can book appointments by voice. The agent checks your real calendar availability, suggests open slots, and confirms the booking, all within the phone call.

How it works

1. Caller asks to book an appointment.

2. Your agent queries your connected calendar (Google Calendar or Microsoft Outlook) for available slots.

3. The agent reads out available times to the caller.

4. Caller picks a slot.

5. The agent confirms the booking and creates the calendar event.

6. Optionally, an SMS confirmation is sent to the caller.

Requirements

• Appointment booking must be enabled in your agent's Duties settings.

• A calendar integration (Google Calendar or Microsoft Outlook) must be connected.

• Without a connected calendar, the agent shows a warning on the overview page and uses placeholder availability.

Viewing appointments

Booked appointments appear in:

• The Appointments page in the sidebar (visible when any agent has booking enabled)

• The agent overview page under "Upcoming appointments" (next 5 scheduled)

• Your connected calendar app