Who This Is For / When to Use
This feature is for businesses that offer multiple services, locations, or team-based scheduling and need an AI bot to intelligently choose the correct calendar during appointment booking.
Use this when:
You offer more than one service with different calendars
You route bookings by service type, keyword, or customer intent
You want a single bot to manage complex scheduling logic
What Multiple Calendars Support Does
Multiple Calendars Support enables the Appointment Booking action in Conversation
AI to:
Detect customer intent from conversation context
Match that intent to the correct calendar
Book the appointment automatically
Fall back to a default calendar if no match is found
Each booking clearly records which calendar was used for full visibility.
How Calendar Selection Works
When Multiple Calendars is enabled, the bot evaluates:
Service names
Descriptions
Additional keywords
Customer phrasing and intent
The first matching calendar is selected. If no match is found, the fallback calendar is used.
Step-by-Step: Enable Multiple Calendars for Appointment Booking
Step 1: Create or Edit a Bot
Go to AI Agents → Conversation AI and create a new bot or open an existing one.
When creating a new bot, select Appointment booking as the bot type.
Step 2: Add Appointment Booking to Bot Goals
Open the bot and navigate to the Bot Goals tab.
Click Appointment Booking under Setup your Actions.
Step 3: Choose Multiple Calendars Mode
In the Appointment Booking modal, select Multiple Calendars.
This enables intent-based routing instead of a single fixed calendar.
Step 4: Configure Calendar Services
For each calendar:
Ensure the Service Name and Description clearly describe the service
Add Additional Keywords & Description that customers are likely to say
These fields are used by the AI to determine the correct calendar.
Step 5: Enable a Fallback Calendar
Scroll to the bottom of the calendar list and enable Use fallback calendar when none of the AI description matches.
Select a fallback calendar to handle unmatched booking requests.
Step 6: Save and Test
Click Proceed, save the bot, and test conversations using different service requests to confirm:
Correct calendar selection
Proper fallback behavior when no match exists
Where to See Which Calendar Was Used
After a booking is completed, open the conversation and check the Response Info Side Drawer.
The selected calendar is clearly displayed for transparency and troubleshooting.
Common Issues and Fixes
The wrong calendar is being selected
Add clearer service descriptions
Include common customer phrases in Additional Keywords
Avoid overlapping or vague service names
Bookings always go to the fallback calendar
Confirm Multiple Calendars is selected (not Single Calendar)
Ensure each calendar has descriptive keywords
Test with realistic customer phrases
I only need one calendar
Switch the Appointment Booking action to Single Calendar
No other changes are required
Frequently Asked Questions
Can I still use a single calendar?
Yes. Multiple Calendars is optional. You can switch back to Single Calendar at any time.
What happens if no calendar matches?
The fallback calendar is used, ensuring the appointment is still booked.
Do I need to change existing workflows?
No. Existing setups continue to work. You can optionally enhance them with multiple calendar logic.
Can the bot detect service types automatically?
Yes. The bot uses intent detection, service descriptions, and keywords to route bookings.
Can I add custom notes to calendars?
Yes. Calendar names and descriptions are auto-fetched, and you can add additional context as needed.