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Scheduling & Appointments

Theo can book appointments automatically. Here's how to set up your availability and manage bookings.

Accessing Scheduling​

  1. Click Scheduling in the left menu
  2. You'll see two tabs:
    • Appointments - View and manage booked appointments
    • Availability Plans - Set when you're available

Setting Up Availability​

Before Theo can book appointments, you need to tell it when you're available.

Creating an Availability Plan​

  1. Go to Scheduling → Availability Plans
  2. Click New Plan
  3. Fill in the details:

Basic Information:

  • Name - A clear name like "Sales Demo" or "Consultation"
  • Description - Optional notes about this plan
  • Type - Choose between:
    • Service - For general services like demos or consultations
    • Individual - For a specific person's availability

Time Settings:

  • Timezone - The timezone for this plan (defaults to your browser's timezone)
  • Slot Duration - How long each appointment lasts (15, 30, 45, 60, 90, or 120 minutes)
  • Buffer Time - Break time between appointments (0, 5, 10, 15, or 30 minutes)
  • Max Concurrent Bookings - How many appointments can be booked at the same time slot (useful for group sessions or multiple staff)

Meeting Type:

  • Virtual - Video call appointments
    • Option to automatically create Google Meet links (requires Google Calendar integration)
  • In-Person - Physical location appointments
    • Set a Default Location (e.g., "123 Main St, Anytown, USA")
    • Option to Ask customer for their service address (for mobile services)
    • Location Instructions for AI - Guide Theo on how to collect address details
  • Flexible - Let customers choose virtual or in-person

Invitees:

  • Default Invitees - Team members or external emails that should be invited to all appointments created under this plan

Status:

  • Active toggle - Inactive plans won't accept new bookings

Setting Available Times​

For each day of the week:

  1. Toggle the day ON if you're available
  2. Set your start time and end time
  3. Repeat for each day

Example:

DayAvailableHours
MondayYes9:00 AM - 5:00 PM
TuesdayYes9:00 AM - 5:00 PM
WednesdayYes9:00 AM - 5:00 PM
ThursdayYes9:00 AM - 7:00 PM
FridayYes9:00 AM - 4:00 PM
SaturdayYes10:00 AM - 2:00 PM
SundayNo—

Connecting Your Calendar​

Sync with Google Calendar so Theo can see your real-time availability:

Setting Up Google Calendar​

  1. Go to Settings → Integrations
  2. Find Google Calendar
  3. Click Connect
  4. Sign in to your Google account
  5. Allow Theo to access your calendar

What This Does​

Once connected:

  • Booked appointments show on your Google Calendar
  • Customers get calendar invites with meeting details
  • Video call links (Google Meet) are added automatically

Viewing Appointments​

Go to Scheduling → Appointments to see all bookings.

The Appointment List​

Each appointment shows:

  • Date and time
  • Customer name
  • Service or reason
  • Status (pending, confirmed, completed, etc.)

Filtering Appointments​

By Date:

  • Today
  • This week
  • This month
  • Custom range

By Status:

  • Pending
  • Confirmed
  • Completed
  • Cancelled
  • No-show

Appointment Statuses​

StatusWhat It Means
PendingAppointment is booked, waiting for confirmation
ConfirmedYou've confirmed the appointment
CompletedThe appointment happened
No-showCustomer didn't show up
CancelledAppointment was cancelled

Changing Status​

  1. Click on an appointment
  2. Use the status dropdown
  3. Select the new status
  4. Save

Managing Appointments​

Viewing Details​

Click on any appointment to see:

  • Customer contact information
  • Booking time and duration
  • Notes from the booking
  • Conversation where it was booked

Editing an Appointment​

  1. Open the appointment
  2. Click Edit
  3. Change date, time, or details
  4. Save

Note: The customer won't automatically be notified of changes. You may need to contact them.

Cancelling an Appointment​

  1. Open the appointment
  2. Click Cancel or change status to "Cancelled"
  3. Confirm

Consider reaching out to the customer to let them know.

How Theo Books Appointments​

When a customer wants to book:

  1. Theo asks what they need
  2. Theo checks your availability (and calendar if connected)
  3. Theo offers available times
  4. Customer chooses a time
  5. Theo confirms and captures their info
  6. Appointment appears in your dashboard (and calendar)

What Theo Says​

Example conversation:

Customer: "I'd like to book an appointment"

Theo: "I'd be happy to help you book an appointment! What service are you looking for?"

Customer: "A haircut"

Theo: "Great! I have availability this week on Tuesday at 2 PM, Wednesday at 10 AM, or Thursday at 4 PM. Which works best for you?"

Customer: "Wednesday at 10"

Theo: "Perfect! I'll book you for Wednesday at 10 AM. Can I get your name and phone number?"

Tips for Scheduling Success​

Keep Your Calendar Updated​

If you schedule something directly (not through Theo), add it to your calendar so Theo knows you're busy.

Set Realistic Buffer Times​

Give yourself time between appointments for:

  • Cleanup
  • Preparation
  • Running late

Check Appointments Daily​

Make it a habit to review upcoming appointments each morning.

Handle No-Shows​

When someone doesn't show up:

  1. Mark them as "No-show"
  2. Consider a follow-up call
  3. Review your cancellation policy

Multiple Availability Plans​

Some businesses need different schedules for different services:

Example:

  • "Consultation Slots" - 1-hour appointments, mornings only
  • "Quick Services" - 30-minute appointments, all day
  • "Premium Services" - 2-hour blocks, by request

Create separate plans for each, then assign them to your agent's behaviors.

Common Questions​

Why isn't Theo offering appointments?​

Check that:

  • You have an availability plan set up
  • The plan has available hours
  • Appointment scheduling is enabled for your agent
  • Your calendar integration is connected (if used)

Can customers cancel through Theo?​

Currently, customers need to call to cancel. You can then update the status in your dashboard.

What timezone are appointments in?​

Appointments use your business timezone (set in Settings → General). Make sure it's correct!

Can Theo send appointment reminders?​

Reminder features depend on your plan. Calendar invites include event reminders through Google Calendar.

What if two appointments overlap?​

Theo won't double-book if your calendar is connected. If you manually book conflicting appointments, you'll need to resolve the conflict yourself.

Need Help?​