📅 Troubleshooting AI Calendar Booking Issues

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!

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1. Check the Booking Tools and Prompting

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).
  
  

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2. Check Calendar Connection

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.
  
  

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3. Check CRM Calendar Setup

You need to verify availability in three places:

1. Calendar Itself (in CRM)

• 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.
  
  

2. User (Staff) Availability

• 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.
  
  

3. Synced Calendars

• If you have Google/Outlook calendar syncing, check for conflicts there.
  
  

• Blocked or busy times on a synced calendar will prevent bookings.
  
  

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4. Test and Validate

• 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.
  
  

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5. Widgets/Voice Orb/Chat Widget Issues

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.
    
    

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