Whether it’s no bookings, bookings at the wrong time, or errors, these are the main steps and checks you should take:
Summary Checklist
Mention tools and calendar ID in the global prompt.
Sync and check availability at BOTH calendar and user levels.
Avoid “24 hour” availability in user settings—set realistic hours.
If using widgets, add the calendar ID to the prompt.
Test after every change!
a. Are Tools Properly Added?
In your AI Assistant Editor, go to Tools & Abilities.
Make sure both Get Availability and Book Appointment tools are enabled for your assistant.
In your global prompt, mention both tools explicitly, e.g.:
“To propose available times, use get_availability. To confirm an appointment, use book_appointment.”
Describe what each tool does in the prompt for clarity and consistency.
b. Are Tool Names Correct in the Prompt?
Tool names in the prompt must match their technical names (use underscores, not spaces).
a. Is the Correct Calendar Connected?
Go to the calendar selection in your AI assistant.
Make sure you are not using an inactive calendar.
If you see an inactive calendar, switch to an active one.
**b. Resync the Calendar
After changes, always click to resync the calendar in your AI builder.
You need to verify availability in three places:
Go to your CRM's calendar section.
Check if the correct calendar is active.
Click the pencil icon (Edit Calendar), go to Availability.
Ensure times and days are set up correctly (not accidentally closed or overly restricted).
Tip: Even if “open” in the main calendar, a connected/synced calendar (Google, Outlook, etc.) might block times if busy.
In your CRM, go to the My Staff tab.
Find the user(s) connected to the calendar.
Check User Availability.
Avoid “24 hours” availability. Set realistic business hours (e.g., 8am–6pm).
Having 24-hour or conflicting blocks can confuse booking logic.
Save changes after updating.
If you have Google/Outlook calendar syncing, check for conflicts there.
Blocked or busy times on a synced calendar will prevent bookings.
Go back to your AI assistant.
Try to book an appointment via chat or voice.
When testing with chat you can watch the tool logs (in the assistant’s inbox) for error messages (e.g., “no users found,” “unprocessable entity”).
After making fixes, check that available times are now showing and bookings go through.
If you’re using widgets and bookings still fail:
Add the calendar ID explicitly to your prompt:
Copy the calendar ID (from the CRM or AI assistant calendar settings).
In the global prompt, add something like:
“Book appointments using calendar ID: YOUR_CALENDAR_ID.”
This ensures the assistant always targets the right calendar, even in widget or API-driven scenarios.
