What the AI Can and Cannot Do
The AI Receptionist can schedule new appointments based on the availability and event types you configure.
The AI Receptionist can:
Schedule new appointments on your connected Google Calendar.
Cancel or reschedule an appointment during the same call in which it was created if the caller changes their mind before the call ends.
The AI Receptionist cannot:
Cancel or reschedule appointments that were previously scheduled in earlier calls.
Modify existing calendar events created outside the active call.
If a caller wants to cancel or change an existing appointment, the AI will collect the necessary information and send a message to your team so they can handle the request.
How Appointment Change Requests Are Handled
When scheduling is enabled for your AI Receptionist, the system automatically creates a special call type called Appointment Changes.
This call type ensures that callers requesting scheduling-related changes (such as canceling or rescheduling an appointment) are handled differently from callers who want to book a new appointment.
Important details about this call type:
The Appointment Changes call type is automatically added when a Schedule Appointment action exists anywhere in your AI call configuration.
Clients cannot remove this call type while scheduling actions are present.
Clients can edit the questions and actions within this call type to fit their workflow.
The call type will automatically disappear if all scheduling actions are removed from the AI call configuration.
By default, this call type collects information such as:
Caller name
Caller phone number
Details about the appointment change request
The collected information is typically sent to the primary contact by default as a message so the change can be handled manually.
Step 1: Connect Your Google Calendar
Go to Settings → Integrations in your Abby Portal.
Connect your Google Account.
Once connected, you’ll see your available calendars listed.
Note: Your main calendar (the one titled with your email address) is usually the right one to use.
View-Only Calendars
Some Google accounts include calendars such as “Holidays in United States.”
These are read-only and cannot be scheduled on.
If you see one:
Click the ❌ next to the calendar name to remove it.
Make sure your selected calendar is one that events can be added to.
Note: If a read-only calendar is selected, your AI will skip the scheduling action.
Step 2: Set Your Available Hours
Next, set the hours you want your AI to schedule appointments within:
Go to the Weekly Hours section.
Add your business’s regular availability.
Your AI will only schedule appointments during these times.
Step 3: Create Your Events
Events tell your AI what kind of appointments it can schedule.
In the Events section, click New Event and:
Give it a name (for example: Consultation, Estimate, or 15-Minute Meeting).
Choose a duration (max: 8 hours) or enable Ask Caller for Duration if appointment length varies (great for spas, salons, or service reservations).
Each event you create represents a specific type of appointment — such as New Patient Appointment, Consultation, Follow-Up Meeting, or 90-Minute Massage.
Once events are created, you can assign them to any call type in your AI setup (for example:
New Client → Schedule Initial Appointment
Existing Client → Schedule Follow-Up Appointment).
Step 4: Add the Schedule Action to Your Call Handling
In your AI Call Handling Diagram, add the Schedule Appointment action to any call type where you want the AI to book appointments.
Examples:
New Client → Schedule Initial Appointment
Existing Client → Schedule Follow-Up
The Schedule Appointment action will only appear after your Google Calendar is connected.
How Scheduling Works During a Call
When a caller requests an appointment:
The AI identifies the call type.
If the call type includes the Schedule action:
The AI checks your connected calendar.
Reviews your defined availability.
Creates the event automatically.
If scheduling has not been fully configured, the action will prompt you to complete setup.
Best Practices
Create separate call types for appointment-related requests:
Schedule Appointment → for new bookings
Appointment Changes → for reschedules or cancellations
Confirm Appointment → for confirmations
Test your setup by making a sample call to confirm the right event is scheduled.
Use clear event names so you can easily see what’s booked in your calendar.
Examples by Industry
Medical Office
New Patient Appointment → Collect info and schedule initial visit
Appointment Changes → Handle cancellations or reschedules
Follow-Up Appointment → Schedule return visits
Spa or Salon
Schedule Massage Appointment → Offer 30-, 60-, or 90-minute options
Appointment Changes → Move or cancel appointments
Law Firm or Consulting
New Client Consultation → Schedule initial consult
Case Update Meeting → Schedule follow-ups
Home Services
Service Request → Schedule estimates or repair visits
Appointment Changes → Move or cancel service calls
Need Help?
If you’d like help setting up AI Scheduling, our team can walk you through it.
Chat with us using the messenger in your Abby Portal, and we’ll help you get your configuration set up correctly.