Scheduling and integrations
How to connect an AI agent to Google Calendar and your CRM
Design a WhatsApp flow that qualifies requests, books appointments, updates the CRM, and sends reminders.
An agent connected to Calendar and a CRM should turn customer intent into a confirmed appointment and a traceable record while respecting availability, permissions, and escalation rules.
01
1. Qualify the request before offering times
First identify what the person needs, which service applies, and what information belongs in the CRM. This avoids reserving time for incomplete requests or routing the person to the wrong team.
- Service or appointment reason
- Authorized name and contact details
- Duration and format
- Responsible team or calendar
1. Qualify the request before offering times
Context available to the agent
09:42
09:43
02
2. Check availability and confirm the appointment
The agent should check valid slots, offer options, and create the event only after confirmation. It can then send the date, time, time zone, and relevant instructions.
- Authorized calendar availability
- Business time zone
- Explicit customer confirmation
- Event with minimum required information
- Reschedule or cancel path
03
3. Record the outcome and activate reminders
The appointment should return to the system where the team works. Record status, owner, and next step; if there is an exception or complex request, transfer it with the available context.
- Appointment record and source
- Advance reminder
- Confirmation, cancellation, or no-show
- Post-appointment follow-up
- Handoff with history
Appointment record and source
Advance reminder
Confirmation, cancellation, or no-show
Post-appointment follow-up
Handoff with history
Illustrative data
Frequently asked questions
Can the agent book without asking the team?
Yes, when it has authorized availability and the service rules are defined. Exceptions should be transferred before anything is confirmed.
What if the CRM has no API?
Start with a controlled file or webhook integration, with minimum fields and duplicate-prevention controls.