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Book Multi-Service Appointments (Chat & Voice)

Your AI Chat Receptionist and AI Voice Receptionist can now book appointments directly from Partner Center — you no longer need to open a client's Business App account to turn this on. Assign the Book Multi-Service Appointment capability to a receptionist, pick a bookable event type or service menu, and a prospect can book one or several services in a single conversation, whether they're chatting on the website or calling in.

Where this fits

This capability uses the same event types, groups, and service menus you set up in My Meetings. If a client hasn't created any event types yet, the capability's dropdown shows a clean empty state instead of an error — set up event types first, then come back to assign the capability.

At a glance​

What a prospect can doChatVoice
Book a new appointmentAvailableAvailable
Reschedule an existing appointmentAvailablePlanned
Cancel an appointmentAvailablePlanned
Book several services in one conversationAvailableAvailable
How the prospect is identifiedEmail addressEmail address — the agent asks for it out loud
ConfirmationEmail by default; SMS when the event type uses an SMS channel (see SMS notifications)Email by default; SMS when the event type uses an SMS channel
ReminderEmail at the default reminder timing, or SMS when the event type uses an SMS channelEmail at the default reminder timing, or SMS when the event type uses an SMS channel
Recommended AI modelNo specific requirementOpenAI GPT Realtime (2.0)

Book Multi-Service Appointment (Chat)​

Chat supports the full appointment lifecycle. A prospect can book a new appointment, reschedule an existing one, or cancel it, all inside the same conversation, without you or your client stepping in.

  • Email identifies the prospect. The prospect gives their email address as part of booking, and that's how the assistant finds their appointment again when they come back to reschedule or cancel. Confirmations and reminders follow the channel set on the event type.
  • Reschedule and cancel in conversation. A returning prospect can change or cancel their appointment by asking the chat assistant, instead of digging out the confirmation message.
  • All your event types, grouped as you'd expect. The bookable event-type dropdown lists personal, team, and service-menu event types, grouped exactly as they are in Business App.
  • Multi-service in one booking. With the multi-service toggle on, a prospect can select several services in a single chat conversation and one appointment is created covering all of them.
The Capabilities section of a Chat Receptionist's Configure page in Partner Center, showing the Book Multi-Service Appointment (Chat) capability card with a Select event link to book with dropdown

Set up Chat booking​

  1. In Partner Center, open the client's account and go to AI → Workforce.
  2. Click Configure on the Chat Receptionist.
  3. In Capabilities, click + Add a capability and select Book Multi-Service Appointment (Chat).
  4. Under Select event link to book with, choose a personal event type, team event type, or service menu.
  5. Check the field requirements on the event type: Email is required and can't be switched off. Phone number is optional — turn it on if you need it. Whatever you set persists after you save.
  6. To let prospects book more than one service at a time, turn on the multi-service toggle on the relevant service menu or group. See Groups and Service Menus.
  7. Click Save changes.

Book Multi-Service Appointment (Voice)​

Voice supports new bookings in this release. Rescheduling and cancelling over a Partner Center call are planned, not yet available — until they ship, a prospect can reschedule or cancel through chat, or from the links in their confirmation message.

  • The agent asks for an email address, not a phone number. Partner Center bookings are identified by email address, so the voice agent asks the caller for their email address, reads it back, and only books once the caller confirms it. This is the key difference from Business App voice, where the phone number is the identifier.
  • Phone number only when the event type requires it. The agent asks for a phone number only if the selected event type requires one, and skips the question otherwise.
  • Every event type is bookable. The Partner Center voice event-type dropdown lists all of a client's event types and service menus, not only the ones that notify by SMS — that restriction still applies in Business App.
  • Multi-service in one call. A multi-service selection books every chosen service in a single appointment.
The Capabilities section of a Voice Receptionist's Configure page in Partner Center, showing the Book Multi-Service Appointment (Voice) capability card with a Select event link to book with dropdown

Set up Voice booking​

  1. In Partner Center, open the client's account and go to AI → Workforce.
  2. Click Configure on the Voice Receptionist.
  3. In Capabilities, click + Add a capability and select Book Multi-Service Appointment (Voice).
  4. Under Select event link to book with, choose the bookable event type or service menu.
  5. Set the receptionist's model to OpenAI GPT Realtime (2.0). Capturing the caller's email correctly is the make-or-break step in this flow, and this is the model recommended for it — other models will run, but aren't recommended for this capability.
  6. To let callers book more than one service at a time, turn on the multi-service toggle on the relevant service menu or group. See Groups and Service Menus.
  7. Click Save changes.

What both capabilities share​

  • Email is required for receptionist bookings. The receptionist uses it to identify the prospect, even when an event type sends confirmations and reminders by SMS.
  • Phone number is optional. Its Required toggle is off by default. Turn it on if you need a number — it persists after save and is still set when you reopen the event type. It must be on before you can choose an SMS channel.
  • Confirmations and reminders go by email by default. Every event type created here sends an email confirmation and an email reminder at the default reminder timing. Once your Partner Center is set up for SMS, you can choose SMS or Both on the event type instead, and receptionist bookings follow that channel. See SMS notifications for meetings.
  • Multi-service booking is available on a service menu and on a group.
  • Appointments are created in the correct timezone for the prospect.
  • Business App is unaffected. Event-type dropdowns, voice booking, reschedule, cancel, and the SMS-based flows all behave exactly as they do today in Business App. A Business App voice call is never asked for an email address, and its voice dropdown still lists only SMS-notifying event types.
SMS in Partner Center

SMS confirmations and reminders are available for Partner Center event types once your subscription includes SMS messaging and you've registered an SMS number under Inbox → Settings. Until then, Partner Center bookings notify by email. See SMS notifications for meetings for eligibility and setup.

Good to know​

  • The confirmation email needs to be accepted for the appointment to appear in the prospect's own calendar — worth knowing if you're tracking no-shows.
  • Keep roles and knowledge lean. If a receptionist carries a large set of role instructions and knowledge alongside the booking capability, the booking tools may not get called at all. Point role instructions at the multi-service booking capability by its unique meeting name or meeting ID, and keep detailed booking instructions out of your general qualification and behavior capability.
  • Voice reschedule and cancel are planned, not shipped. Set expectations with your client accordingly if voice is their primary channel.

Frequently asked questions​

Can a prospect reschedule or cancel an appointment by voice?

Not yet. Voice supports new bookings only in this release. Rescheduling and cancelling are planned but not available — a prospect can reschedule or cancel through chat instead, or from the links in their confirmation message.

Does assigning this capability in Partner Center change anything in Business App?

No. Assigning and using the equivalent capability in Business App works exactly as before, including its SMS-based notification options and its event-type dropdown, which still lists the account group's event types.

Can I require SMS confirmations for a Partner Center booking?

Yes, once your Partner Center is set up for SMS. On the event type, turn on Required next to Phone Number and choose SMS or Both as the confirmation and reminder channel. If your subscription doesn't include SMS messaging, your company is outside a supported country, or you haven't registered an SMS number yet, the SMS options stay disabled and notifications are sent by email. See SMS notifications for meetings.

Why isn't my Voice Receptionist calling the booking capability?

Check how much else is loaded on that receptionist. A large set of role instructions or a heavy knowledge base competing with the booking capability can prevent the booking tools from being called. Reference the capability by its unique meeting name or meeting ID in your role instructions, and keep general qualification instructions separate from booking instructions.