Setting Up Linked Calendars and Conflict Calendars

Overview

Your CRM allows you to synchronize external calendars—such as Google Calendar, Office 365, or Outlook.com—to maintain accurate availability and prevent double bookings. You can authorize access with Connected Calendars, import events and display true availability with Linked Calendars, and automatically block CRM booking slots during external commitments using Conflict Calendars.

When to Use Connected, Linked, and Conflict Calendars

Connected Calendars grant your CRM permission to read (and optionally write) events from an external calendar account.

Linked Calendars import events and availability into your CRM, ensuring your actual busy times are displayed.

Conflict Calendars mark specific connected calendars as blockers, automatically making overlapping CRM booking slots unavailable.

Prerequisites

• You must have an Admin or Manager role in the sub-account.
• Each user must have active login credentials for an external calendar service (Google Calendar, Office 365, or Outlook.com).

Setting Up a Linked Calendar

Step 1: Access the Connections Tab

Navigate to Settings → Calendars in your CRM sub-account sidebar, then click the Connections tab at the top.

Step 2: Add a Calendar

Under Connected Calendars, click + Add New. Select your provider (Google, Outlook, iCloud, or Calendly Calendar), sign in, and grant the CRM permission to read events (and write events if you plan to sync bookings back). Once successful, your email will appear listed with its provider icon.

Note: If you see a red banner prompting you to reconnect or a calendar tile outlined in red, your OAuth token may have expired. Click Reconnect and re-authorize to restore access. If the external calendar was deleted, you may see a Fix This option to review and remove deleted calendar instances.

After reconnecting or making changes, the CRM automatically pushes unsynced upcoming appointments to your external calendar or resyncs future appointments if you switch to a different calendar within the same integration.

Step 3: Configure Your Linked Calendar

In the Calendar Configuration section under Linked Calendar, click Add. Choose one of your Connected Calendars to import events into the CRM, then click Save.

Important:

• Writer's access is required for the user to select a calendar as a linked calendar.
• The linked calendar is by default added to the conflict calendar, meaning events from the third-party calendar are fetched into the system, and events created in the system are pushed to the third-party calendar.
• You can adjust Sync Preferences from Advanced Settings.

Service Bookings Sync to Linked Third-Party Calendars

Linked calendars help staff keep their assigned service bookings visible alongside their external schedules, improving day-to-day calendar visibility across platforms like Google, Outlook, and iCloud.

Service bookings sync to the linked third-party calendar selected in Calendar Settings → Connections. If a booking includes multiple services assigned to different staff members, each staff member sees only their own assigned booking on their linked calendar, ensuring accuracy and privacy.

Sync Preferences (Advanced Settings)

Default Sync (One-Way Sync)

• Events created in the CRM sync to the linked calendar (e.g., Google).
• Events created on the linked calendar sync to the CRM as blocked slots.
• No contact is created for guests in linked calendar events.
• No automations or workflows are triggered.

Two-Way Sync

• Events created in the CRM sync to the linked calendar.
• Events created on the linked calendar sync to the CRM as appointments.
• A contact is created for guests found in linked calendar events.
• Automations and workflows can trigger like any other appointment.

Example: If John creates a Google event titled 'Doctor's Appointment with Dr. Mark' and adds Dr. Mark as a guest:

• With Default Sync, only a blocked time is added in the CRM.
• With Two-Way Sync, an appointment is created, a contact for Dr. Mark is added, and relevant workflows may trigger.

Conflict Calendars

Events from third-party calendars added as conflict calendars sync to the CRM and block your availability for the event's duration. Availability is blocked only if the event is marked as 'BUSY' in the external calendar; events marked as 'FREE' are fetched but do not affect availability.