Overview
At CloseBot we make it as quick and easy to create expert-level agents for booking appointments. But there may be times where an issue happens that you may want to look into. This talks about some of the common mistakes people make that negatively impact your agent's ability to conversationally book appointments. Whether it's providing incorrect availability, confirming a booked appointment without putting it on the calendar, or something else, this article is for you.
Is Your Agent Actually on a Booking Action?
This is the most common issue solution that people have, so start by seeing if you're making the mistake mentioned below 👇
CloseBot actions work in sequential order. Depending on the action your agent is on, we instruct the agent to do certain things. However, you may have included information in the Important Business Information or Why the Conversation is Happening sections or some other area that is interfering. This could cause the agent to talk about booking before it's supposed to.
The most common solution is to NEVER mention appointment booking in any section other than the booking node(s)
To troubleshoot why your agent says something incorrect while booking, 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.
Are You Using a Calendar ID?
If you are using the custom calendar ID option for GoHighLevel or LeadConnector, make sure you're referencing the permanent Calendar ID
Calendars ➡️ Calendar Settings
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 for your Calendar ID, 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. Click the reasoning button to see all logs and easily see why the agent said what it said based on availability it pulled in. 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.
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, put an objective before your booking objective to determine the contact timezone
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.
Are You Using Max Attempts While Booking?
If you have Max Attempts set for a booking action, your agent may be running out of allowed booking attempts and, therefore, messing up as it continues on past the action.
We suggest not using Max Attempts (setting it to a large number) on booking actions.
Summary
Conversational booking issues can be frustrating, but we hope this article shed some light on how to fix your setup to bring your CloseBot agents back to being the highly accurate booking assistants we know they can be!