Appointment Types

Appointment types are configured in two places:

1. Calendar assignment in the Capabilities tab — here you select the calendar and the appointment condition
2. System prompt — here you define appointment duration, buffer time, and description

When Do I Need Multiple Appointment Types?

Multiple calendar assignments are useful when:

• Different services have different durations (e.g., initial consultation 60 min vs. follow-up 15 min)
• Different departments use separate calendars (e.g., sales vs. support)
• Availability-only calendars should be checked for conflicts but not booked into

If you only offer one type of appointment, a single calendar assignment with a simple condition like "Use for all appointment requests." is sufficient.

Example Configurations

For each configuration you need two parts: the calendar assignment (in the UI) and the prompt definition (duration, buffer, etc.).

Dental Office

Calendar assignments (UI):

Prompt definition:

### Appointment Types

The following appointment types are available:
- Checkup appointment: 30 minutes, at least 30 min buffer
- Emergency appointment: 15 minutes, at least 15 min buffer

Enter as appointment description: "[Type of appointment] – [Patient name]"

For checkup appointments: Book only Mon–Fri 08:00–16:00.
For emergency appointments: Book Mon–Fri 08:00–18:00.

Trades Business

Calendar assignments (UI):

Prompt definition:

### Appointment Types

- Consultation appointment: 60 minutes, 60 min buffer (travel time).
  Only Mon–Fri 09:00–16:00.
- Maintenance appointment: 120 minutes, 30 min buffer.
  Only Mon–Fri 07:00–15:00.

Enter as appointment description:
"[Consultation/Maintenance] – [Name] – [Brief description of the request]"

Consulting Firm

Calendar assignments (UI):

Prompt definition:

### Appointment Types

- Initial consultation: 30 minutes, free of charge. 15 min buffer.
  Only Mon–Fri 10:00–16:00.
- Follow-up appointment: 60 minutes. 15 min buffer.
  Only Mon–Fri 09:00–17:00.

Enter as appointment description:
"[Initial consultation/Follow-up] – [Client name]"

Formulating Appointment Conditions

The appointment condition is a natural language instruction for the agent. It determines which calendar is used for which request.

Good conditions:

Use this calendar when the caller wants to schedule a consultation.

Use this calendar for service appointments and maintenance requests.

Use this calendar when the caller has an urgent problem
and needs an appointment as soon as possible.

Tip: Formulate the condition so that it describes the caller's situation — not the internal name of the calendar.

Availability-Only Mode

In Availability Only mode, the agent can:

• Check whether time slots are free or busy
• Communicate available times to the caller
• Not create new appointments

Useful for:

• Shared calendars (e.g., staff or room scheduling)
• Scenarios where a human should confirm the booking
• Reference calendars for conflict detection

Best Practices

Clear Conditions

• Formulate conditions in plain language
• Be specific about which appointment type each calendar handles
• Test with real calls to verify the agent selects the correct calendar

Prompt Details

• Clearly define appointment duration and buffer time in the prompt
• Specify the format for the appointment description
• Set working hours per appointment type in the prompt

Testing

After configuration:

1. Test with real calls to verify availability checking works
2. Confirm the agent selects the correct calendar for each scenario
3. Verify appointments appear in the correct calendar
4. Check that the agent respects the durations and buffers defined in the prompt