Question 1

Which times does the email agent offer, and what does Simple booking check?

Accepted Answer

The email agent and Simple booking use the same availability check. A time is only offered or booked when it is a free time in the agent's schedule (duration plus buffer; for a time in between the agent proposes the closest free time), it does not overlap another appointment in the same Calendar Group, blocked time or a time already proposed to another customer, it is free in the linked Google or Outlook calendar (if that calendar does not respond in time, booking continues without it), and it falls within opening hours, the booking window and the minimum notice in the agent's own time zone. When two channels book the same calendar at the same moment, only one booking goes through.

Question 2

Can my AI Agent schedule appointments?

Accepted Answer

Yes. AI Agents can book appointments during phone calls, text widget chats, and voice widget conversations by asking for a preferred date/time, checking calendar availability in real-time, collecting customer details, booking the appointment, and sending confirmations. The AI handles specific date/time requests, date-only requests (showing available slots), and general inquiries.

Question 3

How do I enable appointment scheduling?

Accepted Answer

Go to Call Agents, edit your AI Agent, enable Appointment Scheduling, connect your Google Calendar, and configure settings including booking duration, buffer time, calendar group, booking advance days, minimum booking notice, email confirmations, SMS confirmations, and allow cancellation/rescheduling. Then save changes.

Question 4

How do I connect Google Calendar?

Accepted Answer

In your AI Agent settings, click Connect Google Calendar, sign in to your Google account, grant Staffify permission to manage your calendar, and select which calendars to use. Appointments booked by the AI will appear on your Google Calendar automatically.

Question 5

What is a Calendar Group?

Accepted Answer

A Calendar Group manages shared availability between AI Agents to prevent overlapping bookings. It is useful when multiple AI Agents share the same physical resource, you want to prevent double-booking across team members, or different phone lines should share availability. Create groups in Calendar Groups under Call Tools.

Question 6

Can the AI send appointment confirmations?

Accepted Answer

Yes. Email Confirmations send a Google Calendar invite to the customer's email address with date, time, and meeting details. SMS Confirmations send a text message with appointment details and a manage/cancel link. You can enable both, one, or neither. Appointments always sync to your Google Calendar regardless of confirmation settings.

Question 7

How do I set appointment duration?

Accepted Answer

Edit your AI Agent, find Booking Duration, select the duration (15, 30, 45, 60 minutes, etc.), and save changes. All appointments booked by this AI will use this duration.

Question 8

What is buffer time?

Accepted Answer

Buffer time adds space between appointments to prevent back-to-back scheduling. For example, with a 30-minute appointment duration and 15-minute buffer time, slots are blocked in 45-minute increments. Set buffer time in your AI Agent appointment settings.

Question 9

Can I set which days/times are available for booking?

Accepted Answer

Yes. Configure availability through Business Hours set on the AI Agent, by blocking times on your Google Calendar, or through a Calendar Group for team-wide availability. The AI only offers times that show as free on the connected calendar.

Question 10

Where do I see booked appointments?

Accepted Answer

Go to Appointments in the sidebar. The dashboard shows total appointments count, upcoming/confirmed/completed counts, today's appointments, and a countdown to the next appointment. View options include Calendar (monthly grid), Week (24-hour hourly grid), Upcoming (list of upcoming), and All (complete list with status filtering). Appointments also sync to your Google Calendar.

Question 11

Can customers reschedule or cancel appointments?

Accepted Answer

Yes. Customers can use the self-service link in their confirmation email/SMS to reschedule or cancel. If Allow Cancellation is enabled in agent settings, customers can also ask the AI to cancel or reschedule by providing their email. Enable Allow Rescheduling to let the AI offer rescheduling in addition to cancellation.

Question 12

What if the customer's preferred time isn't available?

Accepted Answer

The AI will check availability for the requested time, offer alternative times if unavailable, let the customer choose from available options, and book the selected time. Configure your AI's system prompt to guide this behavior.

Question 13

Can I limit how far in advance appointments can be booked?

Accepted Answer

Yes. You can configure the booking advance days in the AI Agent appointment settings, or through Google Calendar settings (Settings > Appointment scheduling > Set booking window). The AI will only offer dates within your allowed booking window.

Question 14

Why aren't appointments showing on my calendar?

Accepted Answer

Check that your Google Calendar is properly linked, the correct calendar is selected in the AI Agent settings, you granted calendar write access permissions, and allow a few minutes for sync delay. Refresh your calendar if needed.

Question 15

What are appointment statuses?

Accepted Answer

Appointments progress through these statuses: Scheduled (initial status when booked), Confirmed (customer or staff confirmed attendance), Pending (awaiting confirmation), Completed (meeting has occurred), Cancelled (appointment was cancelled), and No Show (customer did not attend). Filter by status to focus on specific appointment types.

Question 16

How are appointments booked?

Accepted Answer

Appointments can come from five sources: AI Call (booked by AI during phone calls), Text Widget (booked by AI during website text chat conversations), Voice Widget (booked by AI during website voice conversations), Manual (created by staff from the dashboard), and Public Link (self-booked by customers via booking page).

Question 17

Can I block time on my calendar?

Accepted Answer

Yes. Go to Operations > Calendar, click New and choose Block time slot. Set the title, dates and times (or All day), and apply it to all booking links or specific calendar groups. Save the block. Booking links, Advanced Booking pages and AI agents will not book during blocked times.

Question 18

Can I create recurring appointments?

Accepted Answer

Yes. When creating a manual time block, you can set it to repeat Daily, Weekly (on selected days), Biweekly (every two weeks), or Monthly. Set an end date for the recurring series or leave it open-ended.

Question 19

How does timezone handling work?

Accepted Answer

The system supports 40+ timezones with auto-detection, display conversion to your preferred timezone, and customer booking showing availability in the customer's timezone. You can change your timezone preference in the Appointments page.

Question 20

What is a public booking page?

Accepted Answer

A public booking page lets customers self-schedule appointments. The customer visits your booking link, selects an available date and time, enters their contact info (name, phone, email), and the appointment is automatically created. The page shows real-time availability and converts times to the customer's timezone.