Troubleshooting

Common appointment issues and how to fix them.

Appointment Not Showing in Calendar

Problem: A customer said their appointment was booked but it is not in the calendar.

Check these:

Did the customer say "confirm" or "yes" during the call? The appointment is only booked after confirmation
Go to Dashboard → All Calls and open the call — check the transcript to see what happened
Make sure your Availability Settings are configured — if no slots are set up, the agent cannot book

Problem: The agent is not suggesting any time slots to the customer.

Check these:

Go to Dashboard → Appointment Availability and confirm your working hours and open dates are set
Check that Services and Appointment Types are configured — without these, the agent does not know what to book
Make sure the agent has appointment booking enabled — check Agent Settings

Problem: A customer tried to reschedule but the agent could not handle it.

Check these:

Go to Dashboard → Appointment Team & Assignment and confirm Handle Reschedule Requests is toggled on
Check if the customer is within the Cancellation Notice Required period — if so, the agent cannot reschedule and will transfer to human

Problem: The same customer is booking multiple appointments.

Check these:

Go to Dashboard → Appointment Booking Rules
If Allow Duplicate Booking is turned on, the same customer can book multiple times — turn it off if you want to prevent this

Problem: A customer did not receive a reminder call, WhatsApp, or email.

Check these:

Go to Dashboard → Appointment Notification Settings and confirm reminders are turned on
Check that the customer's phone number and email are correct in the appointment details
Check that your WhatsApp or email integration is connected — go to Dashboard → Integrations

Contact the HuskyVoice.AI support team: