Connect a calendar first
Booking writes into a real Google or Microsoft 365 calendar, so your organisation needs a connected account — an owner or admin sets this up once, on plans that include integrations (Pro and Scale). See Connect Google Workspace or Microsoft 365. Not connected yet? The setup panel offers Connect Google / Connect Microsoft 365 right there, and carries on the moment the sign-in completes.
Set up booking in the Builder
Tell the Builder you want callers to book appointments. It proposes the design, then opens the Set up calendar booking panel for an admin to approve:
Book into lists the calendars the connected account can write to. It remembers the calendar you booked into last time — it never silently picks the account's main one.
Name the appointment (say, Repair visit), then decide when and how callers can book.
Press Enable booking. The assistant then writes the agent's booking conversation, and you can test it straight away.
Booking rules
The rules are yours: which weekdays and hours are bookable, how long a slot lasts (15 minutes up to 2 hours), how much notice a caller must give (none up to a day), and how far ahead they can book (a week up to 30 days). A typical policy:
Toggles cover the rest: ask what the appointment is for, capture an address for the visit, restrict booking to existing contacts, and save new callers into your contacts. It's one booking policy per team, with one slot length; if the team has several voice agents, a Takes bookings picker chooses which one does the booking.
What the AI can — and can't — see
The AI is kept at arm's length from your calendar. It sees only the slots that can be offered, a recognised caller's name, and its own booking confirmations — never your events, your free/busy detail, or the account credentials. Availability is re-checked at the moment of booking, so two callers can't take the same slot. More in Security, privacy & your data.
Confirmations
Every booking gets a short speakable reference (like B-4729), read back to the caller. Two kinds of email can follow:
- Team summaries — a note of every booking, sent only to your organisation's verified member addresses (on by default).
- Caller invites — offer the caller an emailed calendar invite. The agent asks for an email address only when this is on; the phone number comes from caller ID automatically.
Callers can change their own bookings
The same agent can find, move and cancel bookings on a later call. A caller ringing from the number the booking was made with is matched automatically; anyone else is verified against the name the booking was made under, or the booking is found by its spoken reference or the original phone number. Moves go to a newly offered slot and are confirmed back with the same reference; cancellations need an explicit yes, and the agent offers to book a new time. Changes trigger the same confirmations as the original booking — and everything the agent reads back comes from its own booking record, never from reading your calendar.
Only existing contacts can book restricts new bookings, not changes — holding a booking is credential enough to manage it. Past appointments can't be moved or cancelled.