Appointments: what your agent can and cannot do

Yes: your agent can book appointments on its own. When a customer asks for one on the website chat, on WhatsApp or on Instagram, the agent offers the times that are really free and books the appointment in that same conversation. Changing or cancelling an appointment is not done by the agent: your team does that under Appointments.

What the agent does

• It only offers free times. The system works them out, not the AI, from your services and their length, your hours, your rules, the appointments that already exist and, if you connect it, your Google Calendar.
• It books in the same conversation. It asks for what is missing (the service, the day and time, the name and the contact detail you decide on) and makes the appointment. The customer fills in no form and does not wait for a call back.
• It confirms with a fixed message. The confirmation is written by the system from the stored appointment, not by the AI, so the time the customer reads is the time on record.
• It tells your team. The appointment appears under Appointments at once and the team gets the New appointment notification, in the app and by email.
• It works on all three channels. On WhatsApp it does not ask for a phone number: it uses the number the customer is writing from.
• It never gives two customers the same time. Right before storing the appointment, the system checks again that the time is still free. If another customer got there first, the agent says so and offers the nearest free times.

Booking costs no extra credits: the reply that makes the appointment costs the same as any other.

What your customer sees

The agent suggests times, the customer picks one and gives their details, and receives a message like this one:

Your appointment is confirmed.
Service: Haircut
Date: Wednesday 7 October 2026
Time: 10:00–10:30 (Madrid time)
Reference: K7M4QX

Underneath comes, exactly as written, the line you put under Your text, for example “If you cannot make it, let us know a day ahead”. The message arrives in the language of the conversation: Spanish, Catalan or English. In Galician, Basque and Portuguese it is sent in Spanish, and in every other language, in English.

If the customer gave an email address, they also get an email with the same details. The Reference is how you find the appointment under Appointments.

When nothing is free

• The day they ask for is full. The agent says so and suggests the next days with free times.
• Nothing is left in the coming weeks. The agent says so. If handoff is switched on, the customer can ask to speak to a person.
• They ask for a time too soon or too far ahead. The Minimum notice and Can be booked up to rules set the window: outside it no time is offered.
• The customer already has several appointments ahead. Each customer can hold a limited number of upcoming appointments with one agent, usually 3. Beyond that, the agent asks them to contact the business. Your team has no such limit when adding appointments.

What it does not do

• It does not change or cancel appointments by chat. If the customer asks, the agent hands the conversation to a person or, if handoff is off, gives them your contact details. Your team moves or cancels the appointment under Appointments: see run your appointments day to day.
• It sends no reminders. The customer gets the confirmation when booking and, if they gave an email address, an email when your team moves or cancels the appointment. There is no message the day before.
• It takes no payment. No deposit and no payment in advance.
• It does not share appointments out between staff. Each agent has one diary, with its services, its hours and its calendar. If you see several customers at once, the Appointments at once rule says how many may overlap, but the agent does not assign the appointment to a particular person.
• It does not invite the customer to the calendar event. With Google Calendar connected, the appointment is written to your calendar, and iAgentify sends no invitations to anybody.
• It does not work with other calendars. Today only Google Calendar can be connected.

The protection against appointments that do not exist

An AI can write “your appointment is confirmed” without having booked anything. So that this never reaches your customer, before each reply is sent the system checks that it does not claim an appointment, a change or a cancellation that is not on record. If it does, that reply is not sent: the agent tries once more with a correction and, if that is not reliable either, the customer gets a fixed message saying that nothing is booked and what they can do.

Each case is kept for 180 days under Appointments › Stopped replies, with what the agent tried to say and what the customer received. The rule that sums it all up is the one the screen itself shows: “If an appointment is not on this page, it does not exist”.

With Google Calendar

Connecting your Google Calendar is optional. It does two things: the agent stops offering the times you are already busy, and every appointment shows up in your calendar. iAgentify only reads when you are busy, never titles, descriptions or guests. A Google account can be connected to one iAgentify account only. The steps are in connect Google Calendar to appointments.

Without a calendar, availability is worked out from the appointments in iAgentify.

What you need to get started

• At least one service and some hours. Without them the agent offers nothing. An agent whose profile says Always open needs separate hours for appointments.
• A role that can set it up. Booking is set up by people with the Member, Admin or Owner role. Connecting Google Calendar is for an Admin or an Owner.
• An active agent. An agent that is a Draft or is Paused answers no conversations and books nothing.

With that, go on to switch on appointment booking for your agent. If something does not add up afterwards, see the agent does not book, or the times are wrong.