Who This Is For / When to Use
Users who manage customer conversations and appointments in the Conversations module
Teams that need visibility into canceled or deleted appointments without switching modules
Support and sales users who rely on appointment history for follow-up and audit purposes
Viewing Appointments Inside Conversations
Appointments appear as activities inside the conversation timeline. Each activity reflects the appointment’s current status, such as Created, Canceled, or Deleted.
This allows you to review appointment history without leaving the conversation.
Viewing Canceled Appointments
Canceled appointments remain fully visible and editable.
Steps
Open the Conversations module.
Select a conversation with an appointment activity.
Locate the activity labeled Appointment Canceled in the timeline.
Click View Appointment to open the appointment details panel.
What You Can Do
View full appointment details (time, calendar, attendees, owner).
Update appointment information if needed.
Use the details to reschedule or follow up with the contact.
Viewing Deleted Appointments
Deleted appointments are preserved for visibility and auditing but cannot be edited.
Steps
Open the Conversations module.
Locate an activity labeled Appointment Deleted in the conversation timeline.
Click the activity to open the appointment details panel.
Important Behavior
Deleted appointments are read-only.
Editing or restoring a deleted appointment is not possible.
All visible details remain available for reference.
Viewing Appointment Details Panel
The appointment details panel displays all relevant metadata for both canceled and deleted appointments.
This includes:
Appointment time and status
Contact name, phone, and email
Calendar and appointment owner
Attendees and booking source
Adding Notes to an Appointment
Appointment-specific notes can be added directly from the appointment modal.
Steps
Open an appointment from the conversation.
Select the Notes tab.
Click Add Note or + Add.
Enter your note and save.
Note Sync Behavior (Important)
Notes added inside the appointment sync to the associated contact.
Synced locations include:
Contacts
Opportunities
Conversations
Notes added directly to the contact do not sync back to the appointment.
Automatic Notes
Notes synced from two-way calendar integrations (Google or Outlook) appear automatically.
Booker responses from the Additional Information field of the default booking form are also displayed in appointment notes.
Common Issues and Fixes
I can’t edit a deleted appointment
This is expected behavior.
Deleted appointments are permanently locked and view-only.
I don’t see appointment notes in the contact record
Only notes created inside the appointment sync outward.
Notes added directly on the contact do not sync back to appointments.
FAQ
How can I view canceled appointments?
Open the Conversations module, locate an activity labeled Appointment Canceled, and click View Appointment to review or update the details.
How do I access details for deleted appointments?
In the conversation timeline, find Appointment Deleted and click the activity to view the appointment details in read-only mode.
Can I edit a deleted appointment?
No. Deleted appointments cannot be edited or restored.
Can I recover a deleted appointment?
No. If an appointment was deleted by mistake, use the visible details to manually create a new appointment.
Where do appointment notes appear?
Appointment notes sync to the associated contact and are visible in Contacts, Opportunities, and Conversations.
Do contact notes sync back to appointments?
No. Only notes created inside the appointment sync outward.