The booking job, not just a contact form
Appointment booking fails when customers have to chase you across voicemail, DMs, and email. Chatoo’s agent collects the details your business needs, follows your rules, and confirms — in website chat or on a phone call (voice on Growth and above).
This page is the feature view: how booking works inside the agent. For industry-specific flows, see the salon and home-services pages.
What the agent collects
Configure the fields that matter for your business:
- Service or job type
- Preferred date/time window
- Location or chair / technician preference (optional)
- Customer name, phone, and email
- Notes the team needs before the visit
If a required field is missing, the agent asks again instead of creating a half-complete booking.
Rules you control
- Which services can be booked online or by phone
- Lead time and same-day cutoffs
- When to offer alternatives vs escalate to a person
- What confirmation language customers see
- When a request is too complex (multi-party, custom quotes, emergencies)
Chat vs phone booking
| Channel | Typical use | | --- | --- | | Website chat | Customers already browsing services or pricing | | Phone voice | Callers who would otherwise hit voicemail mid-job | | Shared inbox | Team completes or reschedules anything the agent could not finish |
Chat and voice share the same knowledge and booking rules when both channels are enabled.
Launch checklist
- Write clear service names customers actually use.
- Document cancellation and deposit policies in knowledge sources.
- Test edge cases: no availability, wrong location, “I need someone today.”
- Decide which requests always go to a human.
- Review the first 20 booking transcripts and adjust prompts/sources.