During the Call
Here’s what happens when a customer wants to book:Customer asks to book
The caller says something like “Can I book a time?” or “When are you free this week?” The AI recognises this as a booking request.
AI checks your availability
The AI looks at your calendar (if connected) or your configured business hours to find open time slots. It will never double-book you.
AI offers available times
“I’ve got Tuesday at 10am or Wednesday at 2pm — which works better for you?” The AI always offers choices, not just one slot.
Customer picks a time
The caller chooses their preferred slot. The AI confirms the details back to them: “Perfect — I’ve booked you in for Tuesday the 15th at 10am for a boiler service.”
After the Call
Once the appointment is confirmed, several things happen automatically:SMS confirmation
The customer receives an SMS from your business number confirming the date, time, and service booked.
Calendar sync
If you’ve connected Google Calendar or Outlook, the appointment appears there immediately.
Owner notification
You get an SMS and/or email telling you about the new booking, so you’re never caught off guard.
Reminder set
An automatic reminder SMS is sent to the customer 1 hour before the appointment. They can confirm or cancel directly from the text.
Connecting Your Calendar
Calendar integration means the AI checks your real schedule before offering times. Without it, the AI uses your configured business hours only.Google Calendar
Sign in to Google
You’ll be redirected to Google. Sign in with the account that has your business calendar.
Outlook Calendar
The process is identical — click Connect on the Outlook Calendar card, sign in with your Microsoft account, and grant permission.You can connect both Google and Outlook calendars at the same time. The AI will check both for conflicts before offering times.
Creating Manual Appointments
Not every booking comes through a phone call. You can create appointments by hand for walk-ins, website enquiries, or jobs you’ve arranged in person.Confirming and Declining from Email/SMS
When the appointment reminder goes out 1 hour before, the customer receives a text with two links:- Confirm — Marks the appointment as confirmed. You’ll see the status update on your dashboard.
- Cancel — Cancels the appointment and frees up the slot. You’ll get a notification so you know the slot is open again.
Appointment Statuses
| Status | What It Means |
|---|---|
| Upcoming | Booked and waiting for the date to arrive. |
| Rescheduled | The customer or you moved it to a different time. |
| Completed | The job happened. |
| Cancelled | Called off by either side. |
| No Show | The customer didn’t turn up. |
Troubleshooting
The AI offered a time when I'm busy
The AI offered a time when I'm busy
This happens when your calendar isn’t connected or the busy event is on a different calendar. Go to Integrations and check that the correct calendar is connected. The AI can only see calendars you’ve given it access to.
The customer didn't get a confirmation SMS
The customer didn't get a confirmation SMS
Check that SMS is enabled for your account (you need a phone number provisioned). Go to Phone in the sidebar — if you see your AI number displayed, SMS is working. If not, provision a number first.
Appointments aren't showing on my Google Calendar
Appointments aren't showing on my Google Calendar
Disconnect and reconnect Google Calendar from the Integrations page. Google OAuth tokens expire after a while, and reconnecting refreshes them.
Can the AI handle rescheduling?
Can the AI handle rescheduling?
Yes. If a customer calls back and says “I need to move my appointment,” the AI will cancel the existing booking and create a new one at the time they choose. It won’t create duplicates.
Calendar vs List View
At the top right of the Appointments page, you will see a view toggle that lets you switch between two layouts:Calendar View
- Shows a month grid with dots on days that have appointments booked.
- Click any day to see the appointments for that date.
- Use the left and right arrows to navigate between months.
- Best for getting a visual overview of how busy your schedule is.
List View
- Shows a table with all appointments in a scrollable list.
- Each row shows: customer name, phone number, service, date, time, duration, and status.
- Sortable by clicking column headers (e.g. click “Date” to sort chronologically).
- Best for quickly finding a specific appointment or reviewing recent bookings.
Filtering Appointments
Status Tabs
At the top of the appointments list, you will see status tabs that filter which appointments are shown:| Tab | What it shows |
|---|---|
| All | Every appointment regardless of status |
| Pending | Appointments awaiting confirmation — the AI booked them but they have not been confirmed yet |
| Upcoming | Confirmed appointments that have not happened yet |
| Declined | Appointments that were cancelled or declined by either party |
Search Bar
Above the appointment list, there is a search bar. Type a customer’s name or phone number to filter the results instantly. The search works across both Calendar and List views.Combining a status tab with search is the fastest way to find what you need. For example, click Upcoming then type “Sarah” to find Sarah’s next appointment.
Creating an Appointment Manually
Not every booking comes through the AI. You can create appointments by hand for walk-ins, website enquiries, phone calls you take personally, or jobs arranged in person.Click + New Appointment
Click the + New Appointment button at the top right of the Appointments page. A form dialog opens.
Enter phone number
Type the customer’s phone number in the Phone field. Include the country code (e.g. +447700900000). This is used for SMS confirmations and reminders.
Select a service
Choose the service from the Service dropdown. This list is populated from the services you have added on your My Business page.
Choose a duration
Select the expected duration from the Duration dropdown. Options range from 15 minutes to 2 hours in 15-minute increments.
Add a location (optional)
If the appointment is at a specific location (e.g. the customer’s home address), type it in the Location field. Leave blank if it is at your usual business address.
Add notes (optional)
Use the Notes field for any additional information. For example: “Customer has a dog — call before arriving” or “Bring the replacement part from the van.”
CloseTheCall — AI Receptionist for Local Businesses · Built by Quantum AI WebApps Digital LLC · Dashboard · Support · © 2026