Calendars

Connect a calendar so your voice agent can check availability, book appointments, and look up, cancel, or reschedule existing ones — all during the call, without a person involved.

Calendars vs. Knowledge Knowledge gives an agent facts to answer with. A calendar connection gives it something to actually do — check a real, live schedule and change it. An agent can have knowledge without a calendar (a pure Q&A receptionist), or a calendar without much knowledge (a pure booking line) — most agents use both.

Connecting a calendar

Calendar connections are set up once per tenant under Settings → General → Calendars, not per agent. Connect a Google Calendar or Microsoft Outlook/365 account there; once connected, any agent can be configured to use it.

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Setting up booking on an agent

Inside an agent's flow, an appointment-booking step is configured with:

• Calendar — which connected calendar and specific calendar within it to book into.
• Confirm mode — book appointments as confirmed, or tentative pending a person's review.
• Check availability — whether the agent checks the calendar for conflicts before offering a time.
• Timezone — the timezone bookings are made in.
• Slot length, buffer time, minimum notice, how far ahead bookings are allowed.
• Business hours — the weekly windows the agent is allowed to offer.
• Required caller details — what information must be collected before a booking is confirmed (name, phone number, and so on).
• Managing existing appointments — whether the agent can look up, cancel, or reschedule a caller's existing booking, and how close to the appointment time a caller can still do that by phone versus needing to talk to a person.

A single agent can have more than one booking step, each pointed at a different calendar — useful if, for example, sales and support bookings should land in different calendars.

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How double-booking is prevented

The agent checks the calendar for a free slot before offering it to the caller, and checks again immediately before creating the booking — if someone else took that slot in the meantime, the agent apologises and offers a different time rather than double-booking.

Managing an existing appointment by phone

If you've enabled it, a caller can ask to look up, cancel, or reschedule their booking. The agent confirms their identity (name and phone number) before making any change, and near-term changes — very close to the appointment time — are routed to a person rather than handled automatically, to avoid a caller cancelling or moving something at the last minute without a human being aware.

Good to know

• Microsoft/Outlook lookup is weaker than Google's for matching a caller to their existing booking by name — if phone-based cancel/reschedule matters to you, Google Calendar gives a more reliable experience.
• Booking rules aren't range-checked by the portal — slot length, buffer, notice period, and how-far-ahead are all your own settings; there's no built-in guard against an unusual combination, so double-check them when you set a step up.
• Publishing is blocked if the connected calendar is missing, disconnected, or no longer writable — reconnect it under Settings before trying again.

Everyday tasks

• Let callers book an appointment without waiting for a callback → add a booking step, connect a calendar, and set your business hours.
• Let callers cancel or move their own booking → enable managing existing appointments on the booking step.
• Keep last-minute changes in human hands → the near-term change routing to a person is automatic once managing existing appointments is on — just make sure a real fallback destination is configured.
• Route different appointment types into different calendars → add more than one booking step, each pointed at its own calendar.