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Appointment Booking lets your agent offer available times and book the time the caller accepts. Add it from Skills & Tools, then select a calendar for that installation. Its settings belong to the capability on this campaign.

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Outbound and inbound campaigns

The capability’s calendar is where new appointments are booked. The campaign’s trigger stays the same: an outbound campaign starts from its trigger (a tag, by default); an inbound campaign starts from an incoming call. With Conditional routing on, calendar rules can choose a different calendar for a matching lead. The first matching rule wins, with the Default calendar as fallback. Changing the default does not remove those rules. A lead whose service is roofing is checked against the rules from the top. The solar rule does not match, the roofing rule does, so the appointment goes on the Roofing calendar. The default calendar is used only when no rule matches. A lead whose service is roofing is checked against the rules from the top. The solar rule does not match, the roofing rule does, so the appointment goes on the Roofing calendar. The default calendar is used only when no rule matches.

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Confirmation campaigns

A confirmation campaign watches appointments on the calendar selected on its trigger. Rescheduling currently uses that same calendar. There is no separate booking calendar, conditional booking routing or address-collection setting here.

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When booking is absent

A calendar value or an instruction to book does not install a capability. Check Skills & Tools to see what this agent actually has. Removing Appointment Booking does not remove the agent or turn its campaign into another type.

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In the API

  • Update campaign installs or edits it under capabilities.appointment_booking, with the calendar as config.calendarId
  • Get campaign reads the current setting and the expectedVersion to send back
  • The tool library lists every capability