Google Calendar Integration
Connecting Google Calendar lets your agent check real availability and book appointments during the call, instead of collecting a preference and making someone call back.
Connecting Your Calendar
- Go to Dashboard → Integrations
- Find Google Calendar and click Connect
- Sign in with the Google account that owns the business calendar
- Grant calendar access when prompted
- Select which calendar the agent should read and write
⚠ Note: Connect the account that owns the calendar, not a personal account with shared access. Shared-access permissions are the most common cause of bookings that appear to succeed but never show up.
Setting Booking Rules
Before going live, define the boundaries the agent books within:
- Bookable hours — often narrower than your opening hours
- Appointment duration — set per service type where they differ meaningfully
- Buffer time — travel and turnaround between jobs
- Lead time — minimum notice before the next bookable slot
- Daily cap — protects against a single day being overloaded
💡 Tip: Buffer time is the setting people forget. Without it, a field-service agent will cheerfully book two jobs forty minutes apart on opposite sides of the city.
How Booking Works on a Call
When a caller asks for an appointment, the agent checks live availability, offers open slots, confirms the caller's choice, and writes the event with the caller's details and the call transcript reference attached.
Verifying It Works
- Place a test call and book an appointment
- Confirm the event appears on the correct calendar
- Check the event includes the caller's name and number
- Block out a slot manually, then call again and confirm the agent no longer offers it
That last step is the one that matters. An agent that books is easy; an agent that correctly refuses to double-book is the real test.
Troubleshooting
- Bookings do not appear — reconnect the integration; OAuth tokens expire and revoke
- Wrong times — check the calendar's timezone matches your business timezone
- Slots offered that are not free — confirm the agent is reading the calendar that actually holds your bookings