Abby Connect offers several ways to schedule appointments depending on your service configuration. Appointments can be scheduled by a Human Receptionist, the AI Receptionist, or through the Scheduling Assistant add-on.
Each option works slightly differently depending on the tools connected to your account and how your scheduling is configured.
For AI scheduling setup instructions, see:
AI Receptionist Scheduling Setup
If you need help configuring scheduling for Human Receptionist service, contact [email protected]
What Scheduling Means
When scheduling is enabled, Abby can:
Book new appointments
Avoid double-booking using real-time availability
Confirm appointment details during the call
Availability is determined by the calendar or scheduling tool connected to your account.
Scheduling with Human Receptionists
Human Receptionists can schedule appointments using different methods depending on your plan and system setup.
Calendly (Professional & Growth Plans)
Calendly is included with Professional and Growth plans.
With Calendly connected, receptionists can:
Schedule new appointments in real time
View live availability
Prevent double-booking
If you do not already use Calendly, support can assist during setup.
Other Scheduling Systems
If you use a different scheduling system (such as Acuity, Setmore, or Square), Abby Connect offers Scheduling Assistant options.
Scheduling Assistant
Some businesses use the Scheduling Assistant add-on for scheduling systems that require additional steps or internal access.
With Scheduling Assistant enabled:
A receptionist gathers the caller’s appointment request and required details during the initial call.
The information is sent to a Scheduling Coordinator.
A Scheduling Coordinator calls the customer back, usually within 10 minutes, to finalize the appointment.
This process allows Abby Connect to support a wider range of scheduling systems and more complex booking rules.
Learn more in the Scheduling Assistant article.
Scheduling Assistant Plans
Two Scheduling Assistant plan options are available depending on your needs.
Standard Scheduling Assistant
Works with shareable booking links
Can schedule new appointments
Cannot cancel or reschedule existing appointments
Advanced Scheduling Assistant
Used when login access to your scheduling system is required
Supports scheduling, rescheduling, and cancellations
Suitable for systems that require internal system access
Your Scheduling Assistant level determines what actions the scheduling team can perform.
Scheduling with the AI Receptionist
The AI Receptionist schedules appointments through Google Calendar integration.
How AI Scheduling Works
When scheduling is configured:
The AI identifies the call type.
If that call type includes a Schedule action:
The AI checks your connected Google Calendar.
Reviews your defined availability.
Books the appointment automatically.
The appointment appears instantly on your selected Google Calendar.
AI Scheduling Capabilities
The AI Receptionist can:
Schedule new appointments.
The AI Receptionist cannot:
Reschedule existing appointments.
Cancel existing appointments.
Modify calendar events.
If you need to handle appointment changes, create separate call types to route those requests appropriately.
Supported Integration
AI scheduling requires Google Calendar.
Google Calendar can sync with other platforms (such as Calendly, Outlook, or Acuity), allowing you to centralize appointments in one system.
Best Practices
Keep your calendar availability accurate and up to date.
Ensure Abby has appropriate calendar permissions.
Create separate call types for:
New bookings
Appointment changes
Confirmations
Test scheduling after making configuration updates.
Need Setup Help?
For Live Receptionist scheduling configuration, contact [email protected].
For AI scheduling setup instructions, see AI Receptionist Scheduling Setup.