When a caller wants a quote, the receptionist books a visit with someone on your team who's free, works that day and can get there in time. It books around their calendar, so it only knows someone's busy if it can see their calendar.
You need to be an admin of your team to change who it books.
Click Receptionist in the sidebar, then the Settings tab.
Click Bookings.
Under Bookable people is everyone on your team, with where they go, when they take visits, the gap it leaves between visits, and whether it can see their calendar.
For your own calendar, click Connect Google, Connect Microsoft or Connect Apple under your name, and sign in. See How to connect your calendar.
For someone else on your team, click Ask to connect (or Ask to reconnect) under their name. They're asked to connect theirs.
When it can see everyone's calendar, it says It can see the calendar of everyone it books.
Click Change next to their name.
Turn Takes visits off if it shouldn't book them at all.
Under Their calendar, choose Their own, or One you look after to pick a calendar you manage for them in your own Google or Microsoft 365 account.
Type Where they start from, usually home. Leave it blank to time their first visit from your base.
Under Where they go, choose Anywhere you cover, A drive from their start or Only these areas, then add towns or postcode districts.
Under When they take visits, choose Your working week or Their own days and hours.
Choose the Gap between visits.
Click Save.
Someone else who goes out to quote? Click Invite them to add them to your team. Once they've joined, they're on the list and can connect their calendar.
Turn on Check bookings before they're confirmed on the Bookings page to approve every visit yourself. The time's kept for the caller, and they're told you'll confirm by text. You approve or decline each one, and they're texted your answer.
It's a change to your call flow, so callers get it once you publish. Click Publish now in the message that appears, or publish later. To do it for one booking step only, use Hold bookings for my OK on that step in your call flow.
Your team's admins and the person it's booked with are told straight away. Then:
Open the call from the message, or from Follow-ups in Calls.
Click Approve to book it. The caller's texted to confirm, and the person going is told.
Or click Decline…, then Decline. The time's freed up, the caller's texted that someone will ring to find another time, and the call goes in your follow-ups as a callback to make.
You can also approve or decline from the Schedule, or the text we send you. If nobody decides within four of your opening hours, the team gets one reminder. It never confirms a visit on its own.
It couldn't see their calendar. Their row says No calendar connected or Calendar needs reconnecting. Connect it, or ask them to.
Usually they're further away than anyone goes, or nobody's free in the days it books ahead. Check your service area in your Business Profile, and each person's rules here. You can change how far ahead it books on the Book appointment step of your call flow.
