Skip to main content

Appointments

An appointment is a meeting with a client that someone else in your company runs — a demo by presales, a workshop by a consultant, a review by customer success. You book it from the client's record. The handling team's team lead picks who attends and confirms the time. The CRM then puts it on that person's calendar, sends the client an invite and reminds everyone before it starts.

You book it ──▶ Team lead: assign (person, time, estimate) ──▶ Confirmed ──▶ Meeting held / No-show
                     │                                            │
                     └─▶ Returned with a suggested time           ├─▶ Rescheduled
                           └─▶ You resubmit ──▶ back to lead      └─▶ Cancelled

Appointment types (what can be booked, and which team handles each) are set up by an admin in Appointment Settings.

Let the client pick the time

Instead of proposing a time yourself, you can send the client a booking link. They choose a free slot and the request arrives for the team lead in the same way. See Appointment Booking Links.

Statuses​

StatusMeaning
RequestedBooked and waiting for the team lead
ReschedulingReturned to the person who booked it for a new time
ConfirmedA person and a time are set; the invite has been sent
CompletedThe meeting was held and notes were added
No-showThe client didn't attend
CancelledCancelled by your side or by the client

Booking an Appointment​

You can book from the Appointments tab of an account, opportunity, lead, contact or project, or from the Appointments page.

  1. Open the record and go to its Appointments tab. Click New appointment.
    • From the Appointments page, click New appointment, then choose Who is it with?: search for an Account or an Opportunity.
  2. Choose the Appointment type. The Title fills in; change it if you like.
  3. Set the Proposed date & time. Optionally Add an alternative (up to 3) so the team lead has options.
  4. Check Team free hours from that day. It shows the handling team's free hours for five days from the proposed date: green has two hours or more free, amber has a little, red is fully booked and off means not working. Pick a day with free time.
  5. Choose how the Meeting is held (video, phone or on-site, as the type allows) and the Location or Number to call where needed.
  6. Describe What the client wants to discuss.
  7. Add Client attendees: search your contacts, or type a Name with an Email and/or Phone. Each attendee needs an email or a phone number. Without attendees nobody outside the team gets an invite.
  8. Set the Priority (normal, high or urgent).
  9. Click Send to team.

Nothing goes to the client yet. The team lead gets Appointment to Schedule, and the booking is recorded on the record's timeline.

Appointments on accounts and projects

An account's Appointments tab also shows appointments booked on its opportunities, contacts and leads. A project's tab shows those booked on the project.

The Appointments Page​

Click Appointments in the sidebar (/appointments).

  • KPI tiles: Today and This week (confirmed), Awaiting confirmation (waiting on a team lead or the requester), and the No-show rate over the last 90 days.
  • Tabs: Upcoming, Requests, Past and Cancelled, each with a count. Tick Mine only to see only appointments you booked or attend. Search by title or number (APT-000123).
  • Each row shows the appointment, client, who is Attending (or Not assigned), when and its status. Response overdue marks a request the team lead hasn't answered in time.
  • The side panel lists what is Waiting to be confirmed and what is Back with the requester for a new time.

You see appointments on records you have access to.

For the Team Lead: Confirming an Appointment​

When an appointment is booked for your team, you get Appointment to Schedule. Open it; the Assign this appointment card is at the top.

  1. Time — click Proposed or one of the Alternative times, or type another Confirmed time. The list of people below refreshes for the time you choose.
  2. Who attends — a list of the type's hosts (or your team). The client's preferred person comes first, then people without clashes, with the most matching skills and the most free time. The first free person is selected for you. Each person shows:
    • their free hours that day and how booked the day is (% booked),
    • On leave or Not working that day,
    • Clashes with another confirmed appointment,
    • how many of the type's skills they have, and whether the client preferred them.
  3. Estimated minutes — required. Pre-filled with meeting + buffers + preparation. It counts toward the person's workload.
  4. Notes for them — client background, what to prepare.
  5. Click Confirm & send invites.

The CRM then:

  • creates a meeting task for the person, on their calendar (and Google Calendar, if connected), linked to the record,
  • assigns the underlying work request to them,
  • sends the invite — from the company calendar with a Google Meet link for video meetings, or as an emailed calendar file (see Appointment Settings),
  • schedules the reminders set on the type,
  • notifies the person who booked it (Appointment Confirmed) and logs it on the record's timeline.

If something looks wrong, the appointment shows Check before the meeting with warnings such as a public holiday, the person being on leave or not working that day, a clash, or a missing video link.

If the request type has a response time, the appointment shows Response due by a time until you act. See Working on Work Requests.

When the Team Lead Returns It​

If nobody suitable is free, click Return to requester:

  1. Say Why (required), for example Nobody with the right skills is free then.
  2. Optionally Suggest a time.
  3. Click Return.

The appointment becomes Rescheduling and the person who booked it gets Appointment Returned. They see Needs a new time with your note and suggested time, agree a time with the client, then click Resubmit with new time, enter the Time agreed with the client and an optional note, and click Resubmit. It comes back to you as Requested.

After It Is Confirmed​

Rescheduling​

The team lead clicks Reschedule to change the New time and/or Who attends. The client gets an updated invite, reminders move with it, the meeting task moves to the new time or person, and the people involved get Appointment Moved.

If a client asks to move a confirmed meeting from the link in their email, the appointment shows The client asked to move this with the time they want. The team lead uses Reschedule to accept it, or contacts the client.

Cancelling​

The person who booked it or the team lead clicks Cancel, gives a Reason (shared with the team) and confirms. The client gets a cancellation, the meeting task is removed, reminders stop and the work request is cancelled.

Meeting Held​

After the meeting, the person who attended (or the team lead) clicks Meeting held:

  1. Write the Notes & action items (required). They go on the record's timeline, so the person who booked it sees the outcome.
  2. Enter the Actual time spent (minutes) (required).
  3. Click Save & close.

The appointment becomes Completed, the meeting task is completed with the actual time, the time is logged on the work request, and the person who booked it is notified.

No-show​

Once the meeting time has passed, click No-show if the client didn't attend. Notes are optional. Click Mark as no-show. No-shows count toward the no-show rate on the Appointments page.

Follow-up Work​

If the meeting produced new work for the team — a proposal, a proof of concept — click Follow-up work to raise a new work request on the same record.

Appointment Requests and Work Requests​

Every appointment has a work request behind it, of the type set on the appointment type. The request lives in the team's queue and on the record's Work Requests tab, but it is managed from the appointment: open it and click Open appointment. Assigning, returning, cancelling or completing it on the request itself isn't offered, so the meeting task, invites and reminders stay in step. Time can still be logged on the request.

Permissions​

You need the Appointments permission (every role has View, Create and Edit by default) and access to the record. Only the handling team's lead, the department head and admins can assign, return or reschedule. The person attending can also close the meeting.

Related: Appointment Booking Links · Team Calendar & Workload · Notifications