Connect a calendar first
Booking writes into a real Google or Microsoft 365 calendar, so the organisation needs a connected account — set up once by an owner or admin, on plans that include integrations (Pro and Scale). See Connect Google Workspace or Microsoft 365. Without a connection, the setup panel offers Connect Google / Connect Microsoft 365 right there.
Set up booking in the Builder
A request to the Builder for callers to book appointments is enough. 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 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 writes the agent's booking conversation, ready to test straight away.
When setup can't proceed, the panel says exactly why, with a link to the place that fixes it.
Booking rules
The rules belong to the organisation: 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, restrict booking to existing contacts, and save new callers into contacts. One booking policy per team, with one slot length; if the team has several voice agents, a Takes bookings picker chooses which one books.
What the AI can — and can't — see
The AI sees only the slots that can be offered, a recognised caller's name, and its own booking confirmations — never the calendar's events, 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 the organisation's verified member addresses (on by default) — and caller invites, an emailed calendar invite the agent offers, asking for an email address only when this is on.
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 booking's name, reference or phone number. Moves go to a newly offered slot; cancellations need an explicit yes. Changes trigger the same confirmations as the original booking — and everything the agent reads back comes from its own booking record, never from reading the 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.