Appointment Integrations
Connect Google Calendar, Outlook, or Calendly so the AI can book appointments for callers.
Overview
Appointments integration lets the AI check availability and book appointments during phone calls. The AI reads your calendar in real time, offers available slots, and creates the booking — all without human involvement.
Open this page at: ai.i118.com/app/appointments
Appointments integration is optional. If your business does not take appointments by phone, skip this page.
Appointments integration is not available for all organization types. If your organization type does not support appointments, you will see a warning banner instead of the configuration options.
Appointment integrations are generally free to connect. Exception: Calendly requires a Standard plan or above.
Which organization types use this page?
The Appointments page is only available to Contractor and Personal Assistant organization types:
| Organization Type | Appointments Page | POS Page | Where Appointment Settings Live |
|---|---|---|---|
| Contractor | Yes | No | This page — connect Google Calendar, Outlook, or Calendly |
| Personal Assistant | Yes | No | This page — connect Google Calendar, Outlook, or Calendly |
| Restaurant | No | Yes | Business Info & Instructions + POS Integrations page |
| Retail | No | Yes | Business Info & Instructions + POS Integrations page |
| Information | No | No | Appointments not supported |
If you are a Restaurant or Retail sub organization, you will not see the Appointments page in your sidebar. Your reservation/appointment settings are managed through the Business Info & Instructions page (core toggles) and the POS Integrations page (provider-specific settings once POS is connected).
How appointment configuration differs by organization type
Contractor and Personal Assistant sub organizations manage everything on this page:
- Enable/disable appointments, connect a calendar provider, configure duration, buffer time, and all booking settings directly
- Calendar providers (Google Calendar, Outlook, Calendly) manage availability through your Hours of Operation (for Google/Outlook) or Calendly's own settings
Restaurant and Retail sub organizations have a different flow:
- The Allow Reservations/Appointments toggle and Take Deposit toggle live on the Business Info & Instructions page
- Once a POS is connected, additional appointment settings (service, team member, capacity) appear on the POS Integrations page
- Some settings like lead time and booking window may become read-only when managed by Square — see the POS Integrations docs for details
Information sub organizations do not support appointments or reservations.
Enable Appointments
Before connecting a calendar provider, you must first enable the appointment feature using the toggles at the top of the page.
Allow Appointments / Allow Reservations
This toggle enables or disables the AI's ability to book appointments over the phone. Restaurant sub organizations see this labeled as Allow Reservations; all other organization types see Allow Appointments.
When this toggle is off, the AI will not offer appointment booking to callers even if a calendar is connected.
Take Deposit
This toggle appears only when Allow Appointments/Reservations is enabled. When turned on, the AI requests payment information from the caller before confirming the booking.
The Take Deposit setting collects payment information from callers over the phone. Ensure you comply with PCI-DSS requirements and your local regulations before enabling this feature. Test thoroughly before going live.
Pre-integration scheduling settings
When Allow Appointments is enabled but no calendar provider is connected yet, an Additional Settings accordion appears where you can configure:
| Setting | Description |
|---|---|
| Minimum Lead Time | How far in advance an appointment must be booked (e.g., 2 hours means callers cannot book within the next 2 hours) |
| Maximum Booking Window | How far into the future the AI can book (e.g., 30 days means no appointments beyond 30 days from today) |
These settings apply when the AI uses your Hours of Operation for availability instead of a connected calendar.
After saving, click Save Settings at the top of the page (these settings are saved separately from the integration settings below).
Connecting a calendar provider
Below the appointment toggles, you will see buttons for each supported provider. You can only be connected to one provider at a time — once connected, the other provider buttons are disabled.
Connecting Google Calendar
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Click Connect Google Calendar
On the Appointments page, click Connect Google Calendar.
Sign in to Google
You will be redirected to Google's authorization page. Sign in with the Google account that owns the calendar you want the AI to use.
Grant calendar permissions
Allow the AI to read and write events on your calendar.
Select a calendar
If your Google account has multiple calendars, select the one the AI should book into from the Calendar dropdown.
Configure booking settings
Set your duration, meeting location, and other preferences (see settings below).
Test
Go to Testing, enable Enable Appointments, and try booking a test appointment.
Connected state
Once connected, you will see:
- The connected account Name and Email
- A green Connected to Google Calendar banner
- Reauthenticate button — refreshes your Google OAuth connection
- Disconnect button — removes the Google Calendar connection entirely
Google Calendar availability is based on your Hours of Operation, not Google Calendar's built-in working hours. Make sure your Hours of Operation are configured correctly.
Google Calendar settings
| Setting | Description |
|---|---|
| Calendar | Select which Google Calendar the AI reads and writes to. You can choose any calendar from your Google account. |
| Duration | Default appointment length. Presets: 15, 30, 45, 60, 90, or 120 minutes. Or choose Custom and enter any value (minimum 15 minutes, maximum 1 day). Custom durations can be specified in minutes, hours, or days. |
| Meeting Location | Optional text that appears on the calendar event (e.g., your office address or "Phone call"). Maximum 500 characters. |
| Unrestricted Capacity | When enabled, the AI does not check for calendar conflicts — it allows unlimited bookings in any time slot. When disabled, each slot can only hold one booking. |
Additional settings (accordion)
Expand the Additional Settings accordion to configure:
| Setting | Description |
|---|---|
| Minimum Lead Time | How far in advance an appointment must be booked |
| Maximum Booking Window | How far into the future the AI can book |
| Buffer Time | Minimum gap between consecutive bookings. Only shown when Unrestricted Capacity is off. |
Connecting Outlook Calendar
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Click Connect Outlook
On the Appointments page, click Connect Outlook.
Sign in to Microsoft
You will be redirected to Microsoft's authorization page. Sign in with your Microsoft account.
Grant calendar permissions
Allow the AI to read and write calendar events.
Configure booking settings
Set your preferences (see settings below).
Test
Go to Testing, enable Enable Appointments, and try booking a test appointment.
Connected state
Same as Google Calendar — you will see account details, a green connected banner, and Reauthenticate / Disconnect buttons.
Outlook Calendar availability is based on your Hours of Operation, not Outlook's built-in working hours. Make sure your Hours of Operation are configured correctly.
Outlook Calendar settings
| Setting | Description |
|---|---|
| Calendar | Outlook integration is locked to your primary calendar. Unlike Google Calendar, you cannot select a different calendar. |
| Duration | Same presets (15/30/45/60/90/120 min) and Custom option as Google Calendar. |
| Meeting Location | Optional text for the calendar event location. Maximum 500 characters. |
| Unrestricted Capacity | Same behavior as Google Calendar — toggles whether the AI checks for calendar conflicts. |
Additional settings (accordion)
Same as Google Calendar:
| Setting | Description |
|---|---|
| Minimum Lead Time | How far in advance an appointment must be booked |
| Maximum Booking Window | How far into the future the AI can book |
| Buffer Time | Minimum gap between consecutive bookings (only shown when Unrestricted Capacity is off) |
Connecting Calendly
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Click Connect Calendly
On the Appointments page, click Connect Calendly.
Authorize
Sign in to Calendly and grant permission for the AI assistant to access your event types and scheduling.
Select event types
Choose which Calendly event types the AI should use for phone bookings. You must select at least one event type.
Test
Go to Testing, enable Enable Appointments, and try booking a test appointment.
Calendly integration requires a Calendly Standard plan or higher (paid plan). The free plan does not support the API access needed for this integration.
Connected state
Once connected, you will see:
- The connected account Name and Email
- Calendly Organization URI and User URI
- A green Connected to Calendly banner
- Reauthenticate and Disconnect buttons
Calendly manages its own availability, duration, and buffer settings. These are configured in Calendly, not in this dashboard. You will not see Duration, Meeting Location, Unrestricted Capacity, or Buffer Time settings when connected to Calendly.
Calendly event types
After connecting, a multi-select dropdown lets you choose which Calendly event types the AI can book. You can select multiple event types.
- Click Refresh to pull the latest event types from Calendly after making changes there
- You must select at least one event type
After making changes in Calendly (adding/removing event types, changing availability), click Refresh on this page to resync.
Calendly requirements
For the phone assistant integration to work correctly with Calendly:
- Standard plan or higher — API access is required
- Event types must be free — the AI cannot process paid Calendly events
- All questions should be optional — required custom questions may block bookings since the AI collects information verbally and maps it to standard fields
- Add a "Summary" question — if you want the AI to pass a booking summary to Calendly, add a custom question titled "Summary" to your event type. The AI will populate this with the caller's details.
How appointment booking works
- Caller asks to book an appointment
- AI checks your connected calendar for available slots (using your Hours of Operation for Google/Outlook, or Calendly's own availability)
- AI offers available times to the caller
- Caller selects a time
- AI creates the event on your calendar and confirms with the caller
- You receive a notification with the booking details
Common issues
- Check the minimum lead time — if set too high, near-term slots are excluded
- For Google Calendar, verify the correct calendar is selected in the Calendar dropdown
- For Outlook, remember that only the primary calendar is used
- Check that existing events are not blocking the slots — the AI respects all events on the connected calendar (unless Unrestricted Capacity is on)
- Verify the maximum booking window is not cutting off valid dates
- Important: Google and Outlook use your Hours of Operation, not the provider's built-in working hours. Make sure your hours are set correctly.
- Check the connection status on the Appointments page
- Verify the booking shows in Orders
- Try clicking Reauthenticate to refresh your OAuth credentials
- If that doesn't work, disconnect and reconnect the calendar
- Make sure you granted write permissions during authorization
The AI checks availability in real time, but if two callers book the same slot simultaneously, overlap is possible. Turn off Unrestricted Capacity and use a Buffer Time between appointments to reduce this risk.
- Click Refresh to pull the latest event types from Calendly
- Verify your Calendly plan is Standard or higher
- Ensure the event types are active (not draft or deleted) in Calendly
- Ensure the selected event types are free — paid events are not supported
- Check that all custom questions in the event type are set to optional
- If you recently changed event types in Calendly, click Refresh on this page
This is expected — Outlook integration only supports your primary calendar. If you need to book into a different calendar, consider using Google Calendar instead.
Buffer time only appears when Unrestricted Capacity is turned off. Enable calendar conflict checking first, then the buffer setting will appear in the Additional Settings accordion.
Last updated 1 week ago
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