Appointment Settings
Appointments are client meetings booked from a CRM record — a demo on an opportunity, a review on an account, a kick-off on a project. Each appointment goes to the handling team's team lead as a request. The lead picks a person and a time, and the CRM then books the meeting on that person's calendar, sends the client an invite and schedules reminders. See Appointments for the whole flow.
Navigate to Admin > Appointments (/admin/appointment-settings). The page lists the appointment types and, on the side, the organiser calendar (Invites are sent from).
Changing anything here needs the Settings → Edit permission. Other users see the page read-only.
Before You Start
An appointment type is handled by a work request type, so set that up first:
- Create the handling team with a team lead under Teams.
- In Work Request Settings, create (or pick) a request type owned by that team. For appointments, turn on Only the team lead assigns, and consider a Respond within time so sales knows when to expect an answer.
- Make sure the request type's Can be raised on list includes the records people will book from (accounts, opportunities, leads, contacts, projects).
Any work request type can handle appointments. It is marked as schedulable automatically when an appointment type uses it.
Appointment Types
Click Add appointment type, or the pencil on a type to edit it. Each type has these sections.
Basics
| Field | Description |
|---|---|
| Name (required) | E.g. Product demo, Technical workshop, Quarterly review. Used as the default title. |
| Color | Badge color on lists. |
| Description | What the meeting is for. Shown when booking. |
Who handles it
| Field | Description |
|---|---|
| Work request type (team) (required) | The team that handles it. Its team lead receives and assigns the requests. If the request type doesn't have Only the team lead assigns, the page suggests turning it on. |
| Assignee gets a task of type | The task type of the meeting task created when the appointment is confirmed. Only meeting-category task types are listed (set the category in Task Settings). Defaults to Meeting. |
| Hosts (optional) | The people who can take this type. Leave it as Anyone in the team to use every member of the handling team. Hosts are the people the team lead chooses from and whose free time booking links offer. |
| Skills to look for (optional) | Tags such as voice, crm. When assigning, the team lead sees how many of these each person has (from the Skills on their user record). |
Time
| Field | Range | Description |
|---|---|---|
| Meeting (min) | 5–720 | Length of the meeting. Default 30. |
| Buffer before / Buffer after | 0–240 | Free time kept around the meeting. Booking links won't offer a slot whose buffers overlap something else. |
| Preparation | 0–480 | Time the assignee needs to prepare. |
The page shows a Suggested estimate for the assignee (meeting + buffers + preparation). It is pre-filled when the team lead assigns, and the lead confirms it. The estimate is what counts toward the person's workload.
How it is held
Tick the meeting modes the type allows: Video call, Phone and On-site. At least one is needed. For on-site meetings, set a Default address.
Video meetings get a Google Meet link when the invite is sent from a connected Google calendar (see Organiser calendar).
Reminders
Reminders are scheduled when an appointment is confirmed and moved with it when it is rescheduled. Each reminder row has:
| Column | Options |
|---|---|
| Who | Client (the client attendees) or Assignee & requester |
| When | 10 minutes, 15 minutes, 30 minutes, 1 hour, 2 hours, 4 hours, 1 day or 2 days before |
| Channels (client only) | Email, WhatsApp, SMS — at least one |
New types start with: client email 1 day before, client email 1 hour before, and an internal reminder 15 minutes before. Up to 10 reminders per type.
- Client reminders go to each client attendee on the chosen channels. Email needs an email address on the attendee; WhatsApp and SMS need a phone number and a configured Twilio channel in Notification Settings.
- Internal reminders send the Appointment Reminder notification to the person attending and the person who booked it, on the channels each of them chose in their notification preferences (in-app only by default).
- Reminders whose time has already passed when the appointment is confirmed are skipped. Reminders for a meeting that was moved, cancelled or has started are dropped.
Client emails use the templates Appointment Invite (client), Appointment Reminder (client), Appointment Cancelled (client) and Appointment Request Received (client) in Notification Templates. Each client email includes a link the client can use to ask for another time or cancel.
Client booking rules
These apply to booking links that people send to clients (record → Appointments tab → Booking link).
| Field | Range | Default | Description |
|---|---|---|---|
| Minimum notice (h) | 0–720 | 24 | The earliest slot offered is this many hours from now. |
| Booking window (days) | 1–365 | 60 | How far ahead clients can book. |
| Max per host per day | 1–50 | blank | A host with this many confirmed appointments that day is not offered. Blank = no limit. |
Activating and deleting
The Active / Inactive badge on a type switches it. Inactive types can't be booked, and their booking links stop working. Delete is refused while the type has open appointments; deactivate it instead.
Organiser Calendar
Under Invites are sent from, choose the Organiser: a company calendar, for example a shared bookings user, with Google Calendar connected. It is used as follows when an appointment is confirmed:
- Organiser connected — the organiser's Google calendar creates the event and invites the client and the requester. Video meetings get a Meet link. Google emails the invites.
- No organiser (or not connected) — the assignee's own Google calendar is used, if they have connected it.
- No Google at all — the client gets an email with an
.icscalendar invite, and the meeting has no video link. The team lead sees the warning No video link was created — connect a Google calendar for Meet links.
The card shows whether the chosen user has Google Calendar connected. They connect it from their own profile — see Calendar Connections. Moves and cancellations update the same event, or send an updated .ics.
The assignee always gets the meeting on their own calendar through the meeting task, which syncs to Google when they have connected it.
Walkthrough: a "Product demo" type
- In Teams, make sure Presales has a team lead.
- In Work Request Settings, create a request type Demo request owned by Presales, tick Only the team lead assigns, set Respond within
4working hours, and allow it on Leads, Opportunities and Accounts. - In Admin > Appointments, click Add appointment type:
- Name: Product demo · Work request type: Demo request
- Task type: Meeting · Skills:
voice, crm - Meeting: 60 · Buffer after: 15 · Preparation: 30 (estimate 105 minutes)
- Modes: Video call, On-site
- Reminders: client email 1 day before, client WhatsApp 1 hour before, internal 15 minutes before
- Booking rules: minimum notice 24 h, window 30 days, max 3 per host per day
- Set the Organiser to your shared bookings user and check it shows Google Calendar connected.
Sales can now book a Product demo from an opportunity's Appointments tab, or send the client a booking link.
Permissions
Appointments use the Appointments (appointments) RBAC module. The upgrade gives every role View, Create and Edit; Delete stays off. Which appointments a person sees follows their record access. Coordinator actions (assign, return, reschedule) are limited to the handling team's lead, the department head and admins.
Next: Business Hours — working week, holidays and leave types.