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Booking Rules

Booking Rules control how and when customers can book, reschedule, or cancel appointments. These rules are applied automatically by the AI agent during every call.

Where to Find It​

Dashboard → Appointment Booking Rules

Available Rules​

Buffer Time Between Appointments​

Add a gap between consecutive appointments so you have time to prepare for the next customer.

SettingDefaultExample
Buffer Time0 minutesSet to 10 min if you need prep time between appointments

Maximum Advance Booking​

Set how far in advance a customer can book an appointment.

SettingDefaultExample
Maximum Advance Booking10 daysCustomers cannot book more than 10 days ahead

Minimum Notice Required​

Set the minimum time needed before a new appointment can be booked. This prevents last-minute bookings you are not prepared for.

SettingDefaultExample
Minimum Notice Required2 hoursCustomers must book at least 2 hours before the appointment time

Cancellation Notice Required​

Set how much notice a customer must give before cancelling or rescheduling an appointment.

SettingDefaultExample
Cancellation Notice Required24 hoursCustomers must cancel at least 24 hours in advance

Preferences​

Allow Rescheduling​

When turned on, the AI agent can reschedule appointments for customers during a call.

Toggle On — agent handles rescheduling automatically Toggle Off — agent transfers to a human for rescheduling

Allow Cancellation​

When turned on, the AI agent can cancel appointments on the customer's request.

Toggle On — agent cancels the appointment and logs it Toggle Off — agent transfers to a human for cancellation

Allow Duplicate Booking​

Controls whether the same customer can book more than one appointment at a time.

Toggle On — customer can have multiple active bookings Toggle Off — customer cannot book again if they already have an upcoming appointment

How to Update Booking Rules​

  1. Go to Dashboard → Appointment Booking Rules
  2. Update the values you want to change
  3. Click Save

Changes apply immediately to all new calls.

Next Steps​