Book appointments straight into your calendar

The problem

Booking an appointment should be one short conversation. When it depends on one person and their calendar, it turns into phone tag. A customer calls while the front desk is with someone else and leaves a message. You call back; they're at work. They email; you reply with three times; one is gone by the time they answer. Every round trip is a chance for them to book with someone who made it easier.

Even when the booking happens, details get lost. The appointment goes into the calendar as a name and a time. The reason for the visit, the access notes for a home visit, the documents a client should bring: none of it is recorded. The start of the appointment is spent catching up.

And the calendar itself becomes a bottleneck. Different appointment types need different lengths, rooms, staff and preparation. Only one or two people know the rules, so only they can book, and only when they're free.

What we build

We build booking on Concierge, our AI sales and service agents, connected to your calendar and to Cadenza, our lead follow-up system, for confirmations and reminders.

1. We map your appointment types. Each type gets its length, buffer time, who can do it, where, and what information is needed beforehand. Rules such as "new patients only in the morning" or "site visits only within 30 miles" are written in.
2. Customers book on any channel. Phone, website chat, WhatsApp, SMS or social DMs. The agent works out what they need, picks the right appointment type and offers real open slots from your calendar.
3. It collects what your team needs. Before confirming, the agent asks for the details that appointment type requires: the reason for the visit, an address and access notes, documents to bring, a preferred contact method.
4. The booking lands in your calendar. It arrives with the customer's details, the notes and the source. The agent reads live availability and holds a slot only while it confirms, so nothing is double-booked.
5. Confirmation goes out straight away. The customer gets a text or email with the time, the place and what to bring, plus a link to reschedule.
6. Reminders follow. Cadenza sends reminders on the schedule you choose, each with an easy way to reschedule. This is where no-show recovery takes over.
7. Changes are handled the same way. Customers can reschedule or cancel through the channel they booked on. Freed slots go back into the calendar or to a waitlist.

Where a booking needs a person's judgment, such as a complex case or an unusual request, the agent takes the details and passes them to your team instead of guessing. Every agent says it is an AI at the start of the conversation.

How it connects

• Cadenza. Every booking is a CRM record with a source, so you can see which channels produce appointments. Reminders and rebook offers run from it.
• Maestro (workflow automation). A booking can create what the appointment needs: an intake form sent ahead of time, a job sheet for a home visit, a client file for a first consultation. Booking to job sheet covers that flow for field teams.
• Bookings made at night come through the same system. See after-hours answering for how calls outside staffed hours are handled, and FAQ deflection chat for the questions people ask before they book.

What we measure

We take a baseline from your calendar and inquiry records before launch and report against the agreed targets after.

• Booked appointments per 100 inquiries, by channel. How many inquiries on each channel end in a booking. Measured from CRM records: inquiries by channel, and those with a linked calendar booking.
• Time from first contact to confirmed booking. Minutes from the first message or call to a confirmed booking. Measured from conversation and calendar timestamps, median and 90th percentile.
• Bookings with all required details captured. The share of bookings where every field that appointment type needs is filled in. Measured by checking each booking record against the rules for its type.
• Show rate. The share of booked appointments that take place. Measured from the calendar and your attendance or job records, by appointment type and channel. See the glossary entry on show rate.