Appointment Scheduler FAQ
Answers to common setup and operating questions about Appointment Scheduler.
For what the app is and how to set it up from scratch, see the
Appointment Scheduler Overview.
Setup
Do I need to configure anything before hosts can publish booking pages?
Yes — two things. First, enable Appointment Scheduler in Admin → Apps → All Apps, then use Publish to users, or Manage User Access to limit it to the users or groups who will host pages. Until then, only admins and people with an app role can open it, though /meet links keep working. Second, check that the organization-wide Allow booking via public /meet pages (applies to everyone, including colleagues) setting is on in Apps → Appointment Scheduler → Settings (it is on by default). If it is off, every booking page in your organization shows as unavailable — to signed-in colleagues as well as outside invitees — even though individual pages are active.
What are the default settings a new booking page starts with?
A new page starts with visibility set to Link only (or Listed internally, when an admin has limited who may publish pages that people outside the organization can book and the creator is not among them), the page’s time zone (the creator’s own if set, otherwise your organization’s), and a single “30-minute meeting” type set to Video call, with no buffers, 4 hours minimum notice, and a 60-day bookable window. Availability defaults to Monday–Friday 9:00 AM–5:00 PM. The host can change all of these in the page editor.
Who can create and manage booking pages?
Any user who has access to the Appointment Scheduler app can create booking pages. Only a page’s owner (or an admin) can edit it — someone added to a team page takes bookings on it but can’t change it, apart from their own hours and date overrides. An appointment can be opened, cancelled, rescheduled or marked a no-show by its host, the owner of its booking page, or an admin; the other hosts of a collective meeting can open it read-only. Admins and app-admins see and manage every page and every appointment across the business.
Permissions and access
Who can change the organization-wide settings?
Only admins and app-admins. The Settings tab in Appointment Scheduler is hidden from regular users. Settings include the public-booking master switch, who may publish pages people outside the organization can book, reminder defaults, SMS reminders, and integration alerts.
Why can’t external visitors book on our page?
Four things to check in order: the Allow booking via public /meet pages (applies to everyone, including colleagues) setting must be on; the individual booking page must be active (not deactivated or expired); the page must have at least one active meeting type; and at least one of the page’s hosts must still be an active member of your organization. A page with no active meeting type, or whose hosts have all left, shows as unavailable even when the page itself is active, unless it has a routing question with an option that still leads somewhere. And a page set to Listed internally — invitees must sign in to book takes bookings only from signed-in members of your organization: outside visitors can’t book it.
What can someone on a colleague’s team page do?
They take bookings on the page but, unless they’re an admin, can’t edit it. Their Dashboard (and the mobile app) lists it under Team pages you host on, with the weekly hours set for them and a Leave team button; Set my hours next to the page lets them change their own weekly hours and date overrides themselves, while everything else about the page stays with its owner or an Appointment Scheduler admin. Leaving stops new bookings from that page; appointments already booked with them stay theirs. If fewer than two people are left, its round-robin and collective meeting types switch to a single host, and the page goes back to solo scheduling unless its owner had stopped hosting it — then the remaining teammate keeps hosting it as a team page. The owner is notified.
A host or page owner left — what happens?
Nothing is cancelled and no invitee is emailed. The page’s owner — or, when the owner is the one who left, the app’s admins — gets one notice listing the upcoming appointments the leaver was hosting, page by page, so a person can reschedule, cancel or keep each one from the Appointments list. When the leaver owned an active team page that their teammates still host, the app’s admins are told it needs a new owner — even if no meetings were left behind. An admin can hand a page over to someone else with Change owner in the page editor. A team page’s owner who wants to stay the owner but take no more bookings can Stop hosting on the page’s Team card, while at least two other active hosts remain.
Day-to-day
What happens when someone books an appointment?
The platform checks the host’s availability again at confirmation to prevent double-booking — their calendar, synced Google events, approved leave (while Treat approved leave as busy time is on) and, for an Outlook calendar, a live free/busy read — then creates a calendar event on the host’s calendar, sends the invitee a confirmation email with an ICS attachment and a secure manage link, and notifies the host in the app and by email (and by push, if they turned push on for Appointment Scheduler in their notification settings). If the meeting type is in person and auto-reserve is on, a room is reserved in the Bookings app. If Guest Pass pre-registration is on, the invitee is pre-registered as a Guest Pass visitor; the visit follows your Guest Pass approval settings, so it may need approval first, and the host is told when it does. A colleague who books while signed in with their own work email in the Email field (it is filled in for them) is booking for themselves: the meeting also lands on their calendar and they get an in-app notice with a manage link. With any other address in the field — someone they’re booking for, or an address of their own when they have no email on file — the form asks This booking is for me — add it to my calendar, unticked; ticked, the meeting lands on their calendar and they get the in-app notice, whatever email they typed. A colleague with no email on file finds the box already ticked and the field reading Email (optional): they can leave it blank, and their confirmation, any change and their reminder reach them in their notifications instead of by email. Typing an address clears the tick, since that booking is for whoever owns it. A group session is the exception: a seat booked with their own email, or with the box ticked (there it reads This booking is for me), is recorded as theirs but adds nothing to their calendar — they get the confirmation email and calendar attachment like every other seat, and the in-app notice. With the email left blank, the in-app notice is their only confirmation.
Can a host set a daily cap on how many appointments they take?
Yes. Each meeting type has an optional Max bookings per day field (collective meeting types aren’t capped yet). When set, the host drops out of availability for that day once the cap is reached. On a round-robin team page the capped host drops out of the rotation for that day; the remaining teammates keep accepting bookings. In a group session each attendee counts as one booking, so set the cap at least as high as the seats.
What happens when a group session fills up?
The time stays visible but shows a Join waitlist option instead of a booking form. When a seat opens — someone cancels or moves out, or the host adds seats — and the session can still be booked, everyone waiting is emailed or, for a colleague who joined signed in and left the email blank, told in their notifications. The first person to rebook gets the seat — there is no auto-booking and no held seats. Anyone who misses it can join again from the link. While people wait, the session’s host and the page’s owner get a notice, at most every 6 hours, so they can add seats. Group sessions accept 2 to 500 seats.
How do I enable SMS reminders for invitees?
SMS reminders require opt-in on both sides. In Settings, turn on Send SMS reminders to invitees who opt in — it is off by default, and it works independently of email reminders. Then the invitee must give a phone number (7 to 15 digits) and tick the reminder box when booking; the box appears once SMS is set up. No text goes out for a time less than an hour away. SMS uses your organization’s SMS quota, and no texts go out until SMS is set up for your organization under Admin → General Settings → SMS Settings. The opt-in carries over if the appointment is rescheduled.
Can a meeting type have its own reminder lead time?
Yes. Each meeting type has an optional Reminder lead time (hours) field. When set, the reminder — email and SMS alike — fires that many hours before the appointment instead of your organization’s default. A booking made after that moment is reminded 1 hour before it starts instead, and one made less than an hour ahead gets no reminder. Accepted values are 1 to 168 hours (7 days). When left blank, the meeting type uses the Default reminder lead time (hours) setting (24 unless an admin changed it).
When does the follow-up email go out?
Only when the meeting type has a follow-up saved under its Email notes, in place before the meeting ended, and its host is still a member of your organization. The follow-up is sent at least 12 hours after the appointment ends, giving the host time to mark a no-show before the thank-you goes out. Appointments older than 3 days are not eligible for a follow-up.
I can’t delete a booking page — what do I do?
A page that has ever had an appointment — upcoming, past or cancelled — can’t be deleted, and cancelling its appointments doesn’t change that. Deactivate it instead: the public link shows “unavailable” and no new bookings are accepted, while people already booked keep their time and can still cancel, but can’t pick a new time themselves. The appointment history stays intact. A page linked to an AI Front Office service can’t be deleted until an AI Front Office admin unlinks it, even if it was never booked.
I can’t delete a meeting type either — why?
A meeting type that has any appointments on record is deactivated instead of deleted. It no longer appears on the public booking page, but the appointment history tied to it is preserved. Only meeting types with zero appointment history can be hard-deleted, and one linked to an AI Front Office service must be unlinked by an AI Front Office admin first.
When something looks wrong
“I sent someone our booking link but they see ‘unavailable’”
Check four things: (1) the Allow booking via public /meet pages (applies to everyone, including colleagues) setting is on; (2) the booking page itself is active and hasn’t expired; (3) the page has at least one active meeting type with availability windows that produce free times; (4) at least one of the page’s hosts is still an active member of your organization. A routing question with an option that still leads somewhere keeps the page open without (3) or (4). If the page’s visibility is Listed internally, the invitee must be signed in as a member of your organization to see it.
I changed our booking link and the old one stopped working — why?
Old booking links don’t redirect, so changing a booking link breaks every copy of the old one. Share the new link, and update your email signature and any website that embeds the page. Routing options on your other pages follow the rename on their own.
“My team’s round-robin page only shows one person’s times”
Round-robin and collective hosting need at least two teammates hosting the page. If a teammate was removed or left the team and fewer than two were left, every round-robin or collective meeting type on that page was automatically switched to a single host. Add teammates again in the page editor’s Team card, then set the meeting type’s Who hosts back to round-robin or collective.
“A teammate is marked ‘Can’t open Appointment Scheduler’ on the Team card”
That person is still on the team, so invitees can book them, but they no longer have access to the app and can’t see or manage those appointments. Give them access in Admin → Apps → All Apps, or remove them from the team.
“The invitee says they never got a confirmation email”
Confirmation emails are only sent to appointments in confirmed status with a non-blank invitee email. A colleague who booked with no email gets the confirmation in their notifications, and a sample-data invitee is never emailed. Check the appointment detail page for the invitee’s email address. If the email is correct but undelivered, it may have been caught by the invitee’s spam filter — the email includes an ICS calendar attachment, which some filters flag. Note that follow-up emails require a follow-up note on the meeting type; if no note is saved, no follow-up is sent.
Embedding and branding
Can I embed our booking page on an external website?
Yes. In the page editor, add each external domain to the Allowed embed domains list — bare hostnames like example.com, up to 10 per page. The editor’s Share this page card provides the embed code to copy (Embed on a website). Only the listed domains can embed the page; all others are blocked by the Content Security Policy header. Only https sites can embed a page, and a page listed internally shows a sign-in wall when it’s embedded on another site.
Licensing and limits
Does Appointment Scheduler require a license?
Yes. It is a licensed app, off by default. An admin enables it from Admin → Apps → All Apps, then publishes it to users or grants access per user or group. There is no per-booking or per-invitee charge.
Can we create bookings through the API?
No. The REST API can list booking pages, appointments and open times, and it can cancel or reschedule an appointment or mark a no-show. A booking is always made on the booking page itself.
What are the limits I should know about?
| Limit | Value |
|---|---|
| Meeting duration | Up to 8 hours — the form offers set lengths from 10 minutes to 8 hours; a page Ask AI creates can start with any whole number of minutes from 1 to 480 |
| Buffer before/after a meeting | 0 to 4 hours each |
| Bookable window (days ahead) | 1 to 365 days (default 60) |
| Minimum notice | None, 1, 4, 12, 24 or 48 hours (default 4 hours) |
| Max bookings per day | 1 to 1,000 |
| Group session seats | 2 to 500 |
| Reminder lead time | 1 to 168 hours (default 24) |
| Embed domains per page | 10 |
| Routing options per page | 10 |
| Routing question | 300 characters |
| Routing option label | 120 characters |
| Booking page title | 120 characters |
| Booking link (the part after /meet/) | 60 characters; lowercase letters, numbers and hyphens (anything else is rewritten) |
| Welcome message | 300 characters |
| Page or meeting type description | 2,000 characters |
| Meeting type name | 120 characters |
| Location details | 255 characters |
| Bookings per visitor | 20 an hour (a shared office network counts as one visitor) |
| Bookings per organization | 500 an hour |
| Bulk cancel | 25 appointments at a time |
| CSV export | 10,000 rows |
| Custom question answer length | 1,000 characters |
| Cancellation reason | 500 characters |
| Email notes | 2,000 characters per note |
| Analytics window | Last 90 days, 8-week trend |
More help
- Appointment Scheduler Overview
- Ask AI — the assistant answers Appointment Scheduler questions from these articles.