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Booking Meetings on Phone Calls

A phone line can let the person on the call book a meeting with your team while they are still on the phone. The agent checks open times on your connected calendar, offers a few, and books the one they choose. It works on calls somebody makes to the line’s number, and on the calls the follow-up engine places to your leads. When a lead books on a call the follow-up engine placed, the meeting is added to that lead. It appears on the lead’s timeline as a booking, and the engine sees it: it stops following up and hands the lead to your sales desk instead of sending the next message. Booking is set on the phone line itself, in its own Booking section. It is off on every line until you turn it on.

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Before you start

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Turn it on

1

Open the line's card

Go to Agents → Deployments and find the phone line. Its card has a Booking section.
2

Switch on Let callers book meetings

Choose the calendar account to book on, then the event type (Calendly or Cal.com) or the calendar and meeting length (Google Calendar). For Cal.com you can also set where meetings take place, or create an event type there.
3

Save booking

Erdo checks that it can read the calendar and that the event type exists, then gives the line’s agent its booking tools. The section says when calls can book.
If the same agent already has a website widget that books meetings, the Booking section starts filled in with that widget’s calendar. Nothing changes on the phone line until you press Save booking, and you can pick a different calendar first. Without such a widget the section starts empty. Turning booking off removes the tools from the line’s agent. The calendar you chose is kept, so turning it back on later is one click.

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What happens on a call

  1. When the person wants to meet — or the call’s instructions ask the agent to invite them — the agent asks which timezone they are in, checks your calendar, and offers two or three open times. It only offers times your calendar returned.
  2. It books under the person’s name. On a call the follow-up engine placed, it already knows the name. It asks for an email only to send the calendar invite, reads it back to confirm it, and books without one if they would rather not give it.
  3. It says the meeting is booked only once your calendar has accepted it, and confirms the day and time out loud. If the booking fails, it says so and offers another time.

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Where the booking shows up

  • In your calendar, like any booking on that calendar or event type.
  • On the lead, when the call was one the follow-up engine placed to a lead. The lead gets the meeting time (booked_start) and when it was booked (booked_at). The lead’s other details, such as how they first found you, stay as they were. The lead’s timeline shows the booking after the call, and the engine treats the lead as having a meeting booked, so it hands them to your desk rather than contacting them again.
  • On an inbound call, the caller’s lead carries the booking the same way a booking made in your website widget does.
A call somebody asks an agent to place from chat, with no lead attached, still books on the line’s calendar. That booking appears in your calendar but not on any lead.

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Good to know

  • One booking setup per voice agent. If a phone line shares its voice agent with a website widget that books, the line’s calls already book with that widget’s settings. The line’s Booking section says which widget, and you change the settings in the widget’s Meetings and leads. In the same way, a widget cannot switch booking on while the phone line it shares an agent with has its own booking on.
  • The line’s calendar, not yours. When you ask an agent in chat to call someone and book on your calendar, that still books on your own calendar (Voice Calls & Scheduling). The Booking section is for the line’s calls in general.

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Troubleshooting