Problems with appointments
The agent doesn't book, finds no free slots, states wrong times or the caller gets no confirmation.
Your agent books appointments through your Cal.com calendar. It checks free slots, offers them and enters the appointment as soon as the caller agrees. What it did during the call is shown in the call history under Main Logs.
The agent offers appointments but doesn't book
| Possible cause | Solution |
|---|---|
| Agent can book appointments directly is off | Without this permission, the agent only checks free slots and takes down the request. Switch it on in the calendar tool |
| The caller didn't explicitly agree | The agent only books after a clear yes. In the prompt, tell it to have the appointment confirmed once more at the end |
| Required details are missing | The agent doesn't book without a name. Add to the prompt that it asks for the name |
The agent finds no free slots
| Possible cause | Solution |
|---|---|
| No availability is set for the event type | In Cal.com, check the availability assigned to the event type |
| Minimum notice or booking window in Cal.com | A minimum notice of, for example, 24 hours hides today's slots; a short booking window hides slots far in the future |
| Connected calendars are blocking | Appointments from Google or Outlook calendars connected to Cal.com occupy the time |
| The event type ID belongs to a different appointment type | Check the ID, see Cal.com connection |
How to test it: Open your public Cal.com booking page for this event type. If it shows no slots for the desired day, the agent won't find any either.
The time is wrong
| Possible cause | Solution |
|---|---|
| The time zone of the availability in Cal.com is wrong | bhomy uses the time zone from the event type's availability. Set it correctly in Cal.com, for example Europe/London |
| The caller means a different time zone | Add to the prompt that the agent states the time zone for callers from abroad |
The caller gets no confirmation
| Possible cause | Solution |
|---|---|
| Confirmation isn't switched on in the calendar tool | Under Send confirmation via, choose sending by SMS |
| The caller's number is missing or withheld | Without a number, no SMS can be delivered. The agent then asks for a mobile number |
| The caller is calling from a landline | SMS only reach mobile numbers. The agent asks for a mobile number if it is supposed to send a confirmation |
| With call forwarding, your own number arrives | Set your provider to pass on the caller's number, see Call forwarding |
An appointment appears twice in the calendar
bhomy prevents the same appointment from being booked twice in one call. If there are still two appointments in the calendar, the caller usually called twice. You'll see both calls in the call history.
The caller wants to cancel or reschedule
The agent doesn't cancel or reschedule on its own, because on the phone it can't check whether the caller really is the person who booked. It takes down the request or connects the caller to your team. Specify in the prompt what it should do in this case, for example promise a callback.
Further help
Send us the time of the call, the requested appointment time and a screenshot from Main Logs, see Report a problem.
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