Address incorrect availability being given or false confirmation of booking - calendar booking issues

If your bot is providing incorrect availability information or confirming a booking in error, this guide offers troubleshooting tips to address the issue. From checking integration settings to verifying calendar sync, you'll find solutions to ensure your bot's availability aligns with your schedule.

Is Your Bot Actually on the Booking Objective?

⭐️ most common issue ⭐️

Sometimes your bot may seem like it is in the process of booking but really it's on a different objective.

Find a message in the dashboard where your bot appears to be responding incorrectly for booking and check which goal it's attempting at that stage. At this stage we can see that it's currently on our booking objective. Remember that bots are blind to your availability unless they are on a booking objective.

THE FIX: If your bot is talking about booking an appointment when it's not actually on the booking objective, you've likely told your bot about booking, appointments, availability, etc. in your MAIN tab. This is discouraged because it makes it more likely that your bot will falsely talk about booking appointments at the wrong time. Remove all mention of these things from your Main Tab.

Are You Using the Correct Calendar ID?

If you are using the custom calendar ID option, make sure you're referencing the permanent Calendar ID

Calendars ➡️ Calendar Settings

This is the calendar ID that you will paste into this section if you are using Other as your calendar integration.

THE FIX: Use the permanent ID for your calendar or select the calendar you want to use directly from the dropdown. If you're using a variable here, make sure the variable value is not blank.

Is the Availability Pulling in Correctly?

Find the message where the bot has responded trying to book an appointment. Scroll toward the bottom of that message and you'll find the exact prompting the bot is referencing for booking. This includes timezone and availability

Timezone - If the contact has a timezone set on their contact item, we use that timezone. If they do not, we use the location timezone. If there is an issue pulling timezone for some reason from the location, we use Eastern Time.

Availability - The bot looks at the conversation and pulls in availability for dates that it thinks is relevant.

THE FIX: If there is a timezone issue, make sure your location and contact timezone are correct. If you need to be able to book based on timezone conversationally, follow this article HERE. If the availability shown isn't correct, check your GoHighLevel calendar by clicking on your calendar link to see if GoHighLevel Calendar Settings are set up to show the availability you would expect. We pull availability based on your calendar settings.

To make sure the availability your bot is pulling in matches the availability you have set for the matching calendar go here:

GoHighLevel ➡️ Settings ➡️ Calendars and Edit the calendar.

Here you can make sure your availability is set correctly for the calendar you want your bot conversationally booking to.

Have Max Attempts for the booking objective been reached?

By looking at the conversation in my Closebot dashboard, I can see how many times each of my objectives have been attempted. In this case my bot has tried two times to schedule this appointment.

When I go to Modify Bot > Objectives and click on my booking objective I can see I have Max Attempts set to 2. My bot tried twice to book and we did not settle on a time so there will be a booking error and the bot will reply with a message similar to the one below.

THE FIX: I usually recommend leaving Max Attempts off for booking objectives but if you only want the bot to try to settle on availability a certain amount of times you should increase the Max Attempts number and realize every response the bot has will count as an attempt. The lead may say something not related to booking but if it is still on the booking objective it will count as an attempt as well. We want to give our bot enough chances to work its conversational booking magic.