Appointment Booking Links
A booking link lets a client choose the time of an appointment themselves. The link belongs to one record (an account, opportunity, lead, contact or project) and one appointment type. The client sees only times when someone who can take that type is genuinely free.
A booking through a link is a request, not a promise. It goes to the handling team's lead, who confirms the person and the time as for any other appointment. The client is told this on the page and in their email.
Booking pages under Engagement → Forms book a meeting straight into one person's calendar. Booking links are tied to a record and go through the team lead. See Scheduling & Booking Pages.
Creating a Link
- Open the record and go to its Appointments tab.
- Click Booking link.
- Choose the Appointment type and click Create & copy link. The link is copied to your clipboard.
- Paste it into an email or chat to the client. You can copy it again later with Copy.
The Booking links window lists the record's links with their type, length, how many bookings each has had, who made it and when. Click Turn link off (the bin) when it should no longer be used; clients who have it can no longer book.
You need the Appointments Create permission and access to the record. The appointment type's handling request type must allow the record's type (for example, a type that can't be raised on contacts can't have a link on a contact).
A link stops working when it is turned off, or when its appointment type is deactivated.
What the Client Sees
The link opens a public page, /book-appointment/<company>/<token>, with no login.
- Choose a time — a month calendar with the bookable days highlighted. Picking a day shows the free start times, in the client's own timezone.
- Your details — Name and Email (required), Phone (optional), How to meet (the modes the type allows) and What would you like to discuss?
- They send the request and see Request sent, with the time they asked for.
The client gets a We received your request email with a link to change or cancel it. The team lead gets Appointment to Schedule (Client booked: …), and the person who made the link is told too. The appointment shows Booked by client.
If two clients pick the same last free slot, the second one is asked to pick another time.
Which Times Are Offered
A start time is offered when at least one of the type's hosts (or, with no hosts set, a member of the handling team) is free for the whole meeting plus its buffers.
| Rule | Detail |
|---|---|
| Working hours | The person's working hours on that day. |
| My Availability | If the person has set My Availability on their profile, only times inside it. A day with no availability window isn't offered. |
| Leave and holidays | Days with a public holiday or any approved leave are skipped for that person. |
| Busy time | Confirmed appointments (with their buffers), open meeting and call tasks, project meetings, bookings from booking pages and events on their connected Google Calendar. To-do tasks don't block a slot. |
| Pending requests | Each unconfirmed request for the same type and time holds one person, so two clients can't both take the last free person. |
| Daily maximum | A person who already has the type's Max per host per day confirmed appointments that day isn't offered. |
| Notice and window | Nothing sooner than the type's Minimum notice, nothing further ahead than its Booking window. |
Start times begin at the start of each person's window and step by the meeting length (at least 15 minutes).
Admins set notice, window and daily maximum on the appointment type. See Appointment Settings.
When the Client Wants to Change It
Every email the client gets about the appointment (request received, invite, reminders) has a link to /appointment/<company>/<token>. On that page they can see the appointment and:
- Change time (while it is still waiting for confirmation): they pick a new free time. The request simply moves to the new time, and the team lead and the person who booked it get Client Asked to Move.
- Ask to move (once it is confirmed): they pick the time they would like and add an optional note. The confirmed time does not change. The appointment shows The client asked to move this, and the team lead, the person who booked it and the person attending are notified. The team lead uses Reschedule to accept it.
- Cancel with an optional reason: the appointment is cancelled, the team is told and the meeting is removed from calendars.
Changes are possible until the meeting starts.
Tips
- Make one link per record and type, and reuse it — the window shows how many times it has been used.
- Ask hosts to keep My Availability and their Google Calendar up to date. Those decide which times the client sees.
- If clients see no times at all, check that the type has hosts (or the team has members), that they have working hours and availability, and that the booking window and minimum notice aren't too tight.
Related: Appointments · Appointment Settings