Set Up Multi-Calendar Booking with Conversation AI

What Is Multi-Calendar Booking?

Multi-calendar booking allows your CRM's Conversation AI to intelligently route appointment requests to the correct calendar based on the customer's intent. Instead of being limited to a single calendar, you can configure multiple calendars—each representing a different service, department, or specialist—and let the AI automatically determine which one to use.

Key Benefits

Smart Calendar Detection

The AI automatically matches user requests to the most appropriate calendar based on descriptions and keywords you configure.

Effortless Multi-Department Booking

Manage appointments for different teams or services—such as Cardiology, Neurology, or Physiotherapy—all within one AI bot.

Fallback Calendar Assurance

Ensure no booking is missed by setting a default fallback calendar for requests that don't match any specific calendar.

Seamless Workflow Integration

Supports all existing workflow triggers—like cancellation, rescheduling, and post-booking automation—previously used with single-calendar booking.

Transparent Tracking

Instantly see which calendar was used when reviewing appointment details in the conversation or appointment record.

How Smart Calendar Detection Works

The AI automatically detects and routes appointments to the right calendar using your configured calendar names, descriptions, and optional keywords. For example, if a user types, “I want to consult a Neurologist for migraine headaches,” the AI identifies the relevant Neurology calendar and retrieves available slots.

Using a Fallback Calendar

The fallback calendar acts as a safety net when none of your configured calendars match the user’s message. Select one of your calendars as the fallback option. If the AI can’t match the intent, the appointment will automatically book on this calendar.

How to Configure Multi-Calendar Booking

Follow these steps to enable and configure multiple calendars in your Conversation AI bot:

1. Navigate to AI Agents → Conversation AI → Bot Goals and select Appointment Booking.
2. Choose the Multiple Calendars option at the top of the setup window.
3. Under Calendar Selection, pick the calendars you want to include. Each calendar’s name and description are auto-fetched.
4. Optionally, add Additional Keywords & Descriptions to help the AI recognize user intent. This is helpful if the calendar itself doesn’t have a detailed name and description in its settings.
5. Configure a Fallback Calendar to handle unmatched requests. You can uncheck this option to have no fallback calendar.
6. Proceed to AI Configuration and define your AI prompt—for example, “Which type of consultation would you like to book?”
7. Proceed to Advanced Options to configure settings like pausing the bot response after booking, triggering workflows, transferring employees post-booking, and allowing the bot to cancel or reschedule appointments.
8. Save your configuration.

Once enabled, the bot will automatically detect user intent and book appointments in the correct calendar based on conversation context.

AI Configuration Tips

Design effective AI prompts and keywords to ensure accurate routing:

• Use clear service-based keywords like “dentist,” “eye check,” or “consultation.”
• Write calendar descriptions in plain language so the AI can understand the context.
• Include alternative phrases for common user intents—for example, “I need a doctor for my eyes” for Ophthalmology.
• Keep prompts concise and user-friendly. “Which service would you like to book?” works better than long or complex phrasing.

Viewing Booked Appointments

After an appointment is created, both the conversation and the appointment detail drawer display which calendar was used. Open the conversation thread to see the AI’s confirmation message and slot details. Click View Appointment to open the details panel—the assigned calendar name appears clearly in the Calendar field.

Frequently Asked Questions

Can I use both Single and Multiple Calendar modes?

Yes. You can choose either mode based on your use case. Single Calendar works best for one service; Multiple Calendars is ideal for multi-specialty businesses.

How many calendars can I add?

You can add multiple calendars, but it’s recommended to keep the list concise for more accurate AI matching.