Configure Appointment Booking
Define exactly what customers may book, connect real availability and give the right AI Agent permission to offer only valid appointments.
Build the booking path before the Agent offers a time
ConvoRev can guide an eligible conversation toward an available appointment. First define the event, schedule, owner, required information and confirmation rules. Then assign the event to the appropriate AI Agent, connect the availability source and verify the resulting appointment in its destination.
Four parts must agree
A reliable booking is the result of aligned configuration—not a persuasive sentence. The event definition, Agent permission, live availability and completed record must describe the same appointment.
Service, duration, schedule, location, owner and questions.
The approved AI Agent may offer this event type.
Calendar or resource rules return valid times.
The appointment exists with the correct details.
Create each appointment type
Use a clear customer-facing name and configure every field that affects what may be offered or what the customer should expect.
Name and description
State the service in language a customer can recognize.
Duration and timezone
Set the appointment length and the timezone used to interpret availability.
Availability
Define bookable days, hours and any service-specific schedule.
Notice and buffers
Protect preparation, travel and recovery time before or after events.
Scheduling limits
Control how soon and how far into the future a customer may book.
Location
Specify phone, virtual, on-site or in-person meeting instructions.
Owner or resource
Choose the responsible calendar, team member, room or equipment.
Required information
Collect the contact fields and approved questions needed to complete the event.
Decide when to split a service
Combining unlike services can produce the wrong duration, missing questions or impossible resource assignments. Use the decision table before reusing an existing event type.
Every appointment reserves the same amount of time.
The service needs a materially shorter or longer slot.
The same required information applies to every customer.
A service needs different eligibility, safety or preparation questions.
The same staff member, room or equipment can fulfil it.
Only a specific owner or resource can deliver the service.
All options share the same bookable schedule.
A service is available on different days, hours or locations.
Enable booking for the right AI Agent
Booking is an Agent ability. Assign only the appointment types that support that Agent’s defined job, audience and boundaries.
The Agent may offer valid times
It can identify the appropriate service, collect required information and use the connected rules to offer available appointments.
The Agent must not imply a reservation
It should use the approved fallback, collect information for follow-up or hand the conversation to a person.
- The appointment supports the Agent’s defined purpose.
- The Agent can distinguish the available service options.
- Required questions are approved and understandable.
- A safe fallback exists for unavailable or uncertain cases.
For the Agent’s overall role, knowledge and boundaries, see Configure Your AI Agent.
Collect what the appointment needs
Ask for the information required to create and confirm the appointment before finalizing it. Collect the minimum necessary information and make every required field serve a clear operational purpose.
Determine which appointment type and rules apply.
Confirm the name, phone or email required by the workflow.
Capture only the eligibility, preparation or routing details needed.
Repeat critical details and obtain any required customer confirmation.
Offer only valid times
Availability comes from the event schedule plus any connected calendar, staff or resource rules. The AI Agent should never invent a time or describe an unverified slot as reserved.
Days, hours, timezone, notice, buffers and future limits.
Busy events, staff schedules, room use or equipment allocation.
Times the customer may actually select.
More than one attendee may share a slot
Use this when the event permits a defined number of participants at the same time. Confirm the remaining capacity before describing the slot as available.
Each resource has its own availability
Use separate schedules for staff, rooms or equipment. Give every resource a clear name so the Agent and customer can distinguish it.
Align the approved account, calendar, timezone and busy-event behavior with the booking setup.
Route questions to the selected service
When a business offers several services, the Agent should identify the service before offering times. Conditional questions should reveal only the information needed for that option.
Clarify the intended appointment before using service-specific rules.
Set the expectation after booking
Confirm what the customer sees, where the appointment record is created and how the business handles changes. The displayed confirmation and the destination record should agree.
State the approved cancellation route, deadline and any applicable business policy.
Use the connected availability rules and confirm the replacement record.
Do not promise the original time when the calendar reports that it is no longer available.
Test the complete booking journey
Evaluate both the customer-facing conversation and the resulting appointment. A convincing reply does not prove that the event, contact details, calendar and confirmation were created correctly.
The Agent collects the required details and offers a valid slot.
Correct event, customer, owner, time and confirmation.
It explains briefly and offers valid alternatives.
No duplicate or false reservation was created.
It asks for the required field before finalizing.
The record is not created with unusable contact data.
The displayed time and timezone are clear.
Customer and calendar refer to the same instant.
It follows the approved policy and available route.
The old and replacement records have the correct status.
It does not promise the conflicting time.
No overlapping or invalid appointment appears.
It acknowledges the limit and uses the fallback.
No partial record is mistaken for a confirmed booking.
Booking approval gate
Release only after the Agent’s words, the customer confirmation and the destination appointment all agree in controlled tests.
Use Test Your AI Agent to validate normal, ambiguous, unavailable and failure scenarios before launch.
Diagnose booking problems by layer
No times appear
Check the event schedule, timezone, notice, buffers, future limits, connected calendar and resource availability.
The wrong service is offered
Review Agent permissions, service-identification questions and conditional branches.
The confirmation is incomplete
Check required fields, email validation, event instructions and destination notification settings.
The slot was discussed but not booked
Inspect the destination record and connection status. Treat the appointment as unconfirmed until it exists.
Appointment booking
Can one AI Agent book several services?
Yes, when each relevant appointment type is assigned to that Agent and it can identify the correct service before offering times. Use separate event types when duration, questions, resources or availability materially differ.
What happens if no appointment type is selected?
The Agent should not imply that it can reserve a time. Configure an approved fallback such as collecting information for follow-up or handing the conversation to a person.
Can the Agent suggest a time that is not shown as available?
No. It should offer only valid times returned by the configured availability rules. When a requested slot is unavailable, it should explain briefly and offer available alternatives.
Should every service use the same questions?
Only when the information requirements are genuinely the same. Use conditional questions or separate event types for different eligibility, preparation, resource or contact requirements.
How do I know the appointment really booked?
Verify the resulting appointment in the connected destination. Confirm the customer, event, date, time, timezone, owner or resource and confirmation status rather than judging only the Agent’s reply.
Send the setup and one test result
Include the account, AI Agent, appointment type, expected schedule, timezone, connected calendar or resource, required questions, exact test path and what appeared in the destination. Do not send credentials or unnecessary private customer information.