Booking Was Not Created
The customer agreed a time but nothing hit the calendar.
On this page
The customer agreed a time on the call, but nothing appeared on your calendar. Nearly always this is the calendar connection rather than the conversation.
Check these four things
- 1
Is a calendar connected at all?
Open Connections. Without a connected calendar your receptionist can capture a preferred time but cannot create an appointment.
- 2
Has the connection expired?
Calendar sign-ins lapse — after a password change, a security review, or simply with time. Re-authorising takes seconds and is the most common fix.
- 3
Are you looking at the right calendar?
Appointments land on the calendar you selected. If that’s not the one open in front of you, it will look missing when it isn’t.
- 4
Read the transcript
Confirm a specific time was actually agreed rather than discussed. This matters more often than people expect — see below.
Re-authorise first
The usual cause
- Expired calendar authorisation
- The most common by a distance. It fails quietly — nothing errors, appointments simply stop being created.
- No calendar connected
- Common in the first week, when setup got as far as services and hours but not Connections.
- The wrong calendar selected
- The appointment exists, just not where you're looking.
- No time was actually agreed
- The caller said they'd think about it. Correctly recorded as a lead, not a booking.
Was it actually a booking?
Worth being precise, because the two look similar in a customer’s memory and are very different in your account.
- A booking
- A specific date and time was agreed, against a genuinely free slot. Both parties confirmed.
- A qualified lead
- A preference was discussed — 'sometime Thursday', 'mornings are better', but nothing was fixed.
What this sounds like
It won't book a time it can't honour
Fixing it for good
- 1
Reconnect the calendar
From Connections. Sign in again and confirm which calendar to use.
- 2
Check your business hours aren't empty
Availability needs both a calendar and hours. Empty hours mean no slots even with a working connection.
- 3
Make a test booking
Ring in, take a slot, confirm it lands with the right details — then cancel it so it doesn’t become a no-show.
- 4
Check again next month
Because expiry is silent, a periodic test booking is the only way to catch it before a customer does.
Recovering this appointment
The details are all in Conversations — who called, what they need, and the time they agreed. Ring them, confirm that time still works, and put it in yourself. From the customer’s side nothing went wrong.
Three causes, in order of likelihood: no calendar connected, empty business hours, or a genuinely full calendar.
It only sees what’s on the connected calendar. Work blocked out elsewhere, or in your head, is invisible to it — block it on the calendar and it will be respected.
Agreed a time, but nothing on your calendar?