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Overview

If you keep your schedule in the panel (the Calendar page: a room, a chair, a person), the agent can book appointments into it during a call. It does the same as with Google Calendar and Outlook:
  1. checks what is free on the day the caller asks about,
  2. books the appointment - and refuses a time somebody already has.
No sign-in, no outside account. It is the shortest path for a salon, a clinic or a workshop whose calendar used to be a notebook.
The agent sees busy time and adds new appointments. It never deletes or changes existing entries. An appointment cancelled in the panel frees its slot.

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Setup

  1. On the Calendar page create a calendar (Calendars -> Add calendar) if you do not have one yet. Mind its timezone: that is how the agent reads the times a caller says.
  2. Go to Integrations, open the Panel calendar tile and press Add.
  3. Pick the calendar and set when the agent may book:
  1. Save. Saving checks that the calendar still exists and the hours make sense.
The panel calendar is available on every plan, Free included.
The default hours are wide on purpose. If the salon takes clients from 9 to 5, put that here - a sentence in the agent’s prompt alone will not stop a booking at 7 pm.

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Turning it on in the agent

In the agent editor, Integrations tab, turn on Schedule meeting and pick the panel calendar connection. In When and what to send say what the agent books and what it should collect, e.g. “Book haircuts. Ask for the first and last name.”. If no connection is picked in the agent and the organization has exactly one calendar (of any kind), the agent uses that one. With two or more it does not guess: pick the connection in the editor. Two calls booking the same time at once get one booking between them: the second caller’s agent hears that the time was just taken and offers another. This holds across agents and connections that book into the same panel calendar.

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What you see in the panel

An appointment booked by the agent shows on the Calendar page and in the Upcoming meetings widget on the Overview right after the call, in its calendar’s colour, with the status confirmed. It carries:
  • the title the agent gave it,
  • the caller’s name in the Attendee field,
  • the phone number in the Phone field - the number the caller is ringing from, or the one they dictated when the call has none (e.g. a test from the panel) or they gave a different one,
  • the e-mail in the E-mail field, if the caller gave one,
  • in the note, the reason for the visit and what the agent agreed on; the note does not repeat the fields above.
It can be edited like any other: moved, given another status, deleted. An appointment with the status cancelled does not block the slot for the next caller. The same calendar can feed a reminder campaign: pick Calendar as the source in the campaign wizard and the agent calls everyone booked the day before their appointment. See Campaigns.

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When something is wrong