Scheduling

What it does

The Scheduling page lets callers book appointments through your AI receptionist. When a caller wants to schedule a meeting, the AI checks your team member’s Google Calendar for open time slots, offers options to the caller, and submits a booking request. The team member receives an email with Confirm and Decline buttons — no calendar event is created until they click Confirm.

You control:

• Which team members accept bookings — each contact connects their own Google Calendar separately
• What types of appointments callers can book — you define the names, durations, and buffer times
• Whether the AI waits to be asked or suggests scheduling on its own — the Scheduling Behavior setting controls this

How to get there

In the left sidebar, click Scheduling. The URL will be /tenants/[your-id]/scheduling.

The Scheduling page has three tabs:

• Appointment Types — define what can be booked (this is the default tab)
• Appointments — view and manage all scheduled appointments
• Calendar Connections — connect team members’ Google Calendars and control who accepts bookings

Step-by-step

Setting your scheduling behavior

On the Appointment Types tab, the right column contains a Scheduling Behavior toggle with two options:

Caller Initiated — The AI only offers to book an appointment if the caller explicitly asks. This is the default. Use this if scheduling is a secondary activity and you do not want the AI to volunteer it on every call.

Proactive — After the AI connects with a caller and identifies who they are calling for, it will offer to schedule an appointment if one seems appropriate. Use this if booking is a primary purpose of your calls.

The setting saves immediately when you select it — there is no separate Save button.

Adding appointment types

Before callers can book anything, you need to define at least one appointment type. An appointment type tells the AI how long the meeting should be and how to describe it to callers.

1. On the Appointment Types tab, click Add Type.
2. Fill in the fields:
   • Name — what the AI will call this appointment when speaking to callers (for example, “Initial Consultation” or “15-Minute Intro Call”)
   • Duration — how many minutes the appointment lasts (minimum 5 minutes, maximum 480 minutes)
   • Buffer — minutes to block off after the appointment ends, so back-to-back bookings are prevented. Set this to 0 if you do not need a gap between appointments.
   • Description — a brief explanation of what this appointment is for. The AI uses this when describing the appointment to callers.
3. Click Save.

The new appointment type appears in the list immediately and is available for callers on the next call.

Editing an appointment type

Click the pencil icon on any appointment type to open the edit dialog. Change any fields and click Save.

Deleting an appointment type

Click the trash icon on any appointment type. A confirmation dialog warns you that existing appointments that used this type will not be affected — they remain in your appointment history. Only new bookings are prevented.

Connecting a team member’s Google Calendar

Before a team member can accept bookings, they need to connect their Google Calendar to your account. Go to the Calendar Connections tab to manage this.

The table shows every contact in your directory, along with their calendar connection status.

There are two ways to connect a calendar:

Option 1: Send an invite by email (recommended)

This is the easiest method. The team member connects their own Google account without needing to log into the Azumo admin portal.

1. Find the team member in the Calendar Connections table.
2. Click Send Invite next to their name. (This button only appears if the contact has an email address on file. If it is missing, add it in Contacts first.)
3. The team member receives an email with a “Connect Google Calendar” button. The link is valid for 7 days.
4. They click the button, sign in with their Google account, and grant permission.
5. The Calendar Connections table updates automatically to show them as connected.

Option 2: Connect directly from the admin portal

1. Find the team member in the Calendar Connections table.
2. Click Connect next to their name.
3. A Google sign-in window opens. Sign in with the team member’s Google account (or have them sign in on your screen).
4. Grant the requested permissions.
5. The window closes and the table updates to show the connection.

Note on Google’s permission screen: Google’s consent screen will say the app is requesting access to “all your calendars.” This is standard Google API language — the app only uses the team member’s primary calendar to check availability and create events. It does not access, read, or modify any other calendars.

Enabling booking for a connected team member

Connecting a Google Calendar does not automatically allow callers to book with that person. You must enable it separately.

1. On the Calendar Connections tab, find the connected team member.
2. Click the Booking toggle in their row to turn it on.

Once enabled, the AI can check that person’s availability and accept booking requests for them.

You will also see a Same-Day toggle appear when booking is enabled. This controls whether callers can book appointments on the same day they are calling:

• Off (default) — the AI will not offer same-day slots
• On — the AI can offer same-day slots, but only at least 3 hours in the future

Disconnecting a calendar

To remove a team member’s Google Calendar connection:

1. On the Calendar Connections tab, find the connected team member.
2. Click Disconnect.
3. Confirm in the dialog that appears.

This removes the connection and revokes the app’s access to their Google account. The team member will no longer be available for bookings.

Viewing and managing booked appointments

The Appointments tab shows every appointment that has been requested or booked through your AI receptionist.

Use the filters at the top to narrow the list:

• Contact — show appointments for a specific team member
• Status — filter by appointment state (see the table below)
• From / To — filter by date range

Cancelling a confirmed appointment

Confirmed appointments show a Cancel button in the Actions column. Clicking it opens a confirmation dialog that warns you the appointment will also be removed from the team member’s Google Calendar and all attendees will be notified. Click Confirm to proceed.

How a caller experiences scheduling

Here is what happens end-to-end when a caller books through your AI receptionist:

1. The caller asks to book an appointment (or, if you have Proactive mode enabled, the AI offers).
2. The AI asks what type of appointment they need and what date they are looking for.
3. The AI checks the team member’s Google Calendar and offers up to 3 available time slots.
4. The caller picks a slot. The AI collects their name, email, and phone number. (An email address is required so the team member can send a confirmation.)
5. The AI tells the caller that the request has been sent and they will receive an email once confirmed.
6. The team member receives an email with Confirm and Decline buttons.
7. If confirmed: A Google Calendar event is created. The caller receives a confirmation email with the appointment details.
8. If declined: The caller receives an email letting them know the appointment was not confirmed.

Tips

• Add appointment types before connecting calendars. The AI needs at least one active appointment type and at least one contact with booking enabled before scheduling features activate on calls.
• Use the buffer minutes field. If your team needs prep time between appointments (travel time, note-taking, etc.), set a buffer. A 30-minute consultation with a 15-minute buffer blocks 45 minutes on the calendar but only books a 30-minute slot for the caller.
• Same-day booking is off by default. If your business commonly takes same-day appointments, turn on the Same-Day toggle for the relevant contacts. The 3-hour lead time is automatic and cannot be adjusted.
• Pending requests expire after 24 hours. Make sure the team members who accept bookings know to check their email promptly. Expired requests require the caller to call back.
• Use Proactive mode if scheduling is a primary goal. If you want every relevant call to end with a booked appointment, turn on Proactive mode. If scheduling is occasional, keep Caller Initiated so the AI only raises it when asked.
• The email invite link is good for 7 days. If a team member says their link expired before they could use it, go to Calendar Connections and click Send Invite again.

Troubleshooting

The Send Invite button is not showing for a team member. The contact needs an email address on file. Go to Contacts, open the contact, and add their email. Then come back to Calendar Connections and try again.

A team member connected their Google Calendar but callers still cannot book with them. Connecting the calendar is not enough — you also need to turn on the Booking toggle in their row on the Calendar Connections tab.

The AI is not offering scheduling at all, even when callers ask. Two things to check: (1) At least one appointment type must be active. Go to the Appointment Types tab and confirm the list is not empty. (2) At least one contact must have Booking enabled. Go to Calendar Connections and confirm the Booking toggle is on for at least one connected contact. Both conditions must be met for scheduling to work on calls.

A caller says they did not receive a confirmation or decline email. Ask them to check their spam or junk folder. Confirmation emails come from Azumo on behalf of your account. If the email is not there, check the Appointments tab to see the current status of that appointment. If it shows Pending, the team member has not responded yet.

The team member says they never received the booking request email. Check their spam folder first. Also confirm the team member’s email address is saved correctly in Contacts. If the email is wrong, update it and have the team member reconnect their calendar.

A team member clicked Confirm but no Google Calendar event was created. This can happen if the team member’s Google Calendar connection expired or was revoked on the Google side. Go to Calendar Connections and check their connection status. If it shows disconnected, have them reconnect and inform the original caller to call back to rebook.

The Appointments tab shows an appointment as Expired. The team member did not respond within 24 hours of the request. The caller will need to call again to rebook. You cannot reopen or extend an expired request.

I need to cancel an appointment that shows Pending, not Confirmed. The Cancel button only appears for Confirmed appointments. For Pending appointments, you can let them expire (they expire automatically after 24 hours), or the team member can click Decline in their email, which sends the caller a decline notification immediately.

Related

• Contacts — add and manage team members, including the email addresses needed for calendar invites
• Call History — see which calls resulted in appointment requests and how they were handled