Step by step

Run your appointments day to day: agenda, changes, cancellations

What the Appointments screen shows, how to add one that comes in by phone, change its time, cancel it and mark whether the customer came. And what the customer gets.

In the app:: Appointments; Open the app
Reviewed on: Reviewed on 6 October 20267 min read

In this article

Appointments, in the menu, holds the appointments your agents book and the ones your team adds. From there you add an appointment someone asks for by phone, change its time, cancel it and mark whether the customer came. The screen says it itself: “If an appointment is not on this page, it does not exist”.

Before you start

Role. Everyone on the team sees the appointments. To add, move, cancel or mark one you need the Member, Admin or Owner role.
At least one service is needed. Appointments are given on the services and hours of an agent, which are set up in its Appointments tab: see switch on appointment booking for your agent. Your team can add appointments even while the agent’s booking is off.

The four views

View	What it is for
Agenda	What is on today, tomorrow and the following days. To one side, Who books (the booking status of each agent), Google Calendar and Protection
Week	The week at a glance, with Previous week, This week and Next week
List	Every appointment, past and cancelled ones too. Search by “Customer, phone, email or reference” and filter by Status and by Dates
Stopped replies	The replies of an agent that claimed an appointment that was not on record and never reached the customer. See the protection against appointments that do not exist

With more than one agent, the All agents selector leaves only the appointments of one. The agenda hides cancelled ones until you tick Show cancelled.

Each appointment has a status (Confirmed, Cancelled, Completed or No-show) and an origin: Booked by the agent or Added by the team.

Add an appointment that comes in by phone or in person

Under Appointments, press New appointment.
If you have several agents, choose the Agent: each has its own services, hours and calendar.
Choose the Service.
Under Day and time, choose the day and one of the free times. They are the same ones the agent would offer.
Enter the customer’s Name. Phone, Email and Notes are optional.
If you entered an email address, decide whether to leave Email the confirmation to the customer ticked.
Press Create appointment. “Appointment created” appears and the appointment opens.

If you need a time that is not among the ones offered, press Use another time. It is for an appointment outside the hours, the minimum notice or the offered times, and it is marked as “Outside the offered times”. The one thing that cannot be skipped is Appointments at once: there are never more overlapping appointments than that rule allows.

If someone has just taken the time, you see “That time has just been taken. Nothing was booked” with the nearest free times.

Open an appointment

Press an appointment to see its details:

Reference, with a button to copy it. It is the code the customer received in the confirmation.
When, in the business’s time.
Customer: Name, Phone, Email and Notes, which you can correct.
Origin: who made it. If an agent booked it, See the conversation opens the conversation it was asked for in; if a lead came out of it, See the lead opens it.
Google Calendar: whether it is written to your calendar. See what syncs and what does not.
History: when it was booked, moved, cancelled or marked.

Change the time of an appointment

Open the appointment and press Change the time.
Choose the day and the new time. If the agent has several services, you can change the Service too.
If the appointment has an email address, decide whether to leave Email the customer about the change ticked.
Press Move the appointment. “Appointment moved” appears.

The old time becomes free at once. With Google Calendar connected, the event moves too.

Cancel an appointment

Open the appointment and press Cancel the appointment.
Enter the Reason, for example “They phoned to call it off”. It stays on the appointment and in the notice to the team.
If the appointment has an email address, decide whether to leave Email the customer ticked.
Confirm with Cancel the appointment. “Appointment cancelled” appears.

The time becomes free at once and the agent can offer it again. The appointment is not deleted: it stays on the list as Cancelled. With Google Calendar connected, its event is removed from the calendar. A cancelled appointment cannot be brought back: if the customer wants it again, add a new one.

Mark whether the customer came

When the time of an appointment arrives, its row in the agenda shows it as In progress and offers two buttons.

In the agenda, press Came or No-show on the appointment’s row. In the details, the buttons are called Mark as completed and No-show.
If you get it wrong, open the appointment and press Correct: they did come or Correct: they did not come.

It cannot be marked before its time: “You will be able to mark whether the customer came once the time of the appointment arrives”. Someone with the Read only role does not see the buttons: they see the To be marked label on past appointments nobody has marked.

What the customer receives

Moment	What they receive
The agent books the appointment	The confirmation in the conversation and, if they gave an email address, an email with the service, the date, the time and the reference
Your team adds an appointment	A confirmation email, if you entered their address and left the box ticked
Your team moves the appointment	An email with the new date and the previous one, if the appointment has an address and you left the box ticked
Your team cancels the appointment	An email saying the appointment has been cancelled, if the appointment has an address and you left the box ticked

Bear two limits in mind:

There are no reminders. iAgentify does not write to the customer the day before or a few hours before the appointment.
No email address, no notice. If the appointment only has a phone number, iAgentify does not tell the customer that you have moved or cancelled it. Tell them yourself: from See the conversation you can write to them on the channel they asked on, or phone them.

The emails are sent in Spanish or English: by the language of the conversation when the agent booked the appointment and, if your team added it, by the Account language under Settings › Company.

The notices to your team

Notification	When it is sent
New appointment	An agent books an appointment in a conversation
Appointment cancelled	Someone on the team cancels an appointment

They arrive in the app and by email to owners, admins and members. Each person switches them on or off under Settings › Notifications, in the Appointments group. An appointment your team adds or moves produces no notification. It is recorded under Settings › Company › Activity log, where today it shows with a code such as appointment.rescheduled.

The Overview screen also shows today’s appointments and the next ones.

Simulations from the Playground tab

An appointment made while testing the agent is not a real appointment. It does not appear in the agenda and takes no time slot. To see them, open the List view and tick Include playground simulations: they carry the Simulation label and a reference that starts with TEST-. They cannot be moved or cancelled, and they are deleted by themselves after 30 days.

If something does not add up

If an appointment a customer says they have is missing, if the agent does not offer a time you see as free, or if an appointment does not show up in Google Calendar, see the agent does not book, or the times are wrong.