Availability

For Operators / Agents

The My Availability section allows operators and agents to configure their regular working hours for each day of the week and create exceptions for specific dates when their availability changes.
This helps ensure visitors can only book meetings during the agent’s available time slots.

Access My Availability

Steps:

1. Go to:
   Settings → Account Settings → My Availability
2. The page will display:

• Weekly availability schedule
• Day-wise availability status
• Available working hours
• Exception management options

Configure Exceptions

Exceptions override weekly schedules for specific dates.
Use exceptions for:'

• Holidays
• Vacations
• Special events
• Temporary schedule changes
  

Steps

1. Open the Exceptions section
2. Select a date
3. Mark the date:
4. Available
5. Unavailable
6. Add custom time ranges if needed
7. Save

Video ref: 

For Administrator

Accessing Meeting Settings

Navigate to:
Settings → Meeting Settings
From here you can access:

• Availability
• SMTP Setup
• Email Templates
  

Setting Up Availability from Administrator

Availability controls when visitors can book meetings with agents.
Agents can configure their own working hours, while administrators can manage and override availability for all agents from the shared availability management interface.

• View all agent schedules
• Override existing agent slots
• Drag to create availability slots for any agent
• Assign slots directly from the calendar view
• Add temporary or emergency slots
• Modify or resize existing slots
• Create availability even when no slot exists

This allows centralized scheduling and operational flexibility.

Add Empty Slots for Any Agent

Administrators can manually create availability slots in empty calendar areas.
Example Use Cases

• Adding emergency support coverage
• Extending working hours
• Creating temporary shifts
• Handling high booking demand
• Replacing unavailable agents

Steps to Add a Slot

• Open the shared availability calendar
• Navigate to the required week
• Drag on an empty/any time area
• Select the target agent
• Configure:
  Start time
  End time
• Save the slot
  

The newly created slot becomes immediately available for booking. The new slot will work as an exception, meaning it will be added only for that particular day and not for the entire week.

You can create multiple availability windows for a single day.

Edit Existing Slots

Actions Available

• Drag to Resize slot duration
• Move slots
• Double click on slot to Change slot color or delete slot
  

Email Notifications

The Meetings system can send emails using custom SMTP settings.

SMTP Setup

Steps

• Open Meeting Settings → SMTP Setup
• Enable custom SMTP
• Enter SMTP credentials
• Verify the connection
• Send a test email
• Save configuration
  

SMTP Fields

SMTP Name -> SMTP name

SMTP Host -> Mail server host

SMTP Port -> SMTP server port

SMTP Email -> Sender email

Username -> Display name

Password -> SMTP password

Email Templates

Open Meeting Settings → Email Templates
Administrators can customize email templates for:

1. Confirmation email : Uses when a meeting is confirmed.
2. Assigned email : Uses when the meeting is assigned to an agent.
3. Manual reschedule email: Uses when someone reschedules the meeting manually.
4. Cancellation email: Uses when the meeting is cancelled.
5. Reschedule link email : Uses when you send a reschedule link.
6. Reminder email: Uses before the meeting as a reminder.

Template Variables

You can use dynamic variables inside email templates.

Common Variables

{{recipient_name}} Visitor name
{{meeting_date}} Meeting date
{{meeting_time}} Meeting time
{{meeting_uuid}} Unique booking ID
{{meeting_link}} Meeting URL
{{reschedule_link}} Reschedule URL
{{case_id}} Case id for the chat
{{contact_link}} Contact link to view chats during booking
{{previous_slot}} Previous slot time if cancel/reschedule
{{reminder_minutes}} Reminder minutes left to start a meeting

Video ref:

Installing Acquire Meetings

Meetings can open directly inside the Acquire chat widget. Before using the Meetings system, administrators must first install the Acquire Meeting application from the App Store.
Once installed, the meeting functionality can be integrated into:

• Sequence Bots
• Workflows

This allows businesses to automatically trigger meeting booking experiences during conversations.

Install Acquire Meeting App

Steps

• Open the App Store
• Search for Acquire Meeting
• Click Install App

Verify Installation

After installation:

• The Meetings module becomes available in the system
• Acquire Meeting will show ‘Already Installed’ 

Use Acquire Meetings in Sequence Bots

Administrators can add meeting booking actions directly inside Sequence Bots

• Create/open any sequence bot
• Open/edit a branch
• Click on ‘Add another interaction’
• Click ‘Add Chat widget
• Then click on app name on ‘Choose widget’
• Select Acquire Meeting

Now set this with any workflow and it will visible on chat widget

Booking Meetings

Visitors can book meetings through Chat widget overlays:

Booking Flow

The booking process consists of:

1. Choosing a date
2. Selecting an available time
3. Entering visitor details
4. Confirming the booking
   

Visitor Information Collected

• First Name
• Last Name
• Email
• Phone Number
• Message
  

Booking Confirmation

After booking:

• A confirmation page is displayed
• Confirmation email is sent
• Meeting details become available through the booking link
  

Agent-Initiated Meeting Booking

In addition to visitor self-booking, agents can also schedule meetings directly from an active conversation.

This is useful when:

• A visitor requests a meeting during a chat
• An agent wants to schedule a follow-up call
• A support session needs to be continued at a later time
• A sales representative wants to arrange a product demo
  

Create a Meeting from a Conversation

Agents can create a meeting directly from the conversation interface without requiring the visitor to go through the booking flow.

Steps

• Open the visitor conversation.
• Click the Schedule Meeting icon from the conversation toolbar.
• Select Create Acquire Meeting.
  

Select a Date and Time

After selecting Create Acquire Meeting, the meeting booking window will open.

The system displays:

• Available booking dates
• Available time slots
• Agent availability
• Calendar filters
  
  Steps
• Select a meeting date.
• Choose an available time slot.
• Confirm the booking.
  
  

Once a slot is selected:

• The meeting is automatically created.
• The visitor is linked to the meeting.
• The assigned agent is associated with the booking.
• Confirmation emails are sent according to the configured email settings.
• Reminder schedules are applied automatically.
  

Live Conversation Flow

Once a visitor successfully books a meeting, the Acquire Meetings system automatically handles agent assignment, email notifications, reminders, and meeting initiation.

This creates a seamless experience for both the visitor and the assigned agent.

Automatic Agent Assignment

When a client books a meeting:

• The system automatically assigns an available agent
• Assignment is based on configured availability and booking slots
• The meeting is linked to the assigned operator/agent

This removes the need for manual scheduling and ensures meetings are routed to available team members.

Booking Confirmation Emails

After a meeting is booked, confirmation emails are automatically sent to both:

• The client/visitor
• The assigned agent
  

Automatic Reminder Emails

The system automatically sends reminder emails before the meeting starts.
Reminders are sent to: The client

Reminder timing is configurable by administrators.

Meeting Start and Live Chat Request

When the scheduled meeting time begins:

• The assigned agent receives a chat request notification
• The client is connected to the meeting conversation
• Both participants can begin chatting in real time

This creates a live communication session directly inside the Acquire platform.

Agent Meeting Notification

At meeting start time, the assigned agent can:

• Accept the incoming chat request
• Open the visitor conversation
• Start live communication immediately
  

Meeting Management

Administrators can manage meetings from the CRM dashboard.

Meetings Dashboard

The dashboard allows you to:

• View meetings by month
• Open booking details
• Reschedule meetings
• Cancel meetings
• Manage reminders
  

Meeting Reminders

The system supports automatic reminder emails.

Default Reminder Settings

Administrators can configure:

• Reminder timing
• Default visitor link (When a client opens the meeting details link, they will be redirected to this page.)
  

Multiple Reminder Options

Admins can set multiple reminders to receive reminder emails before the meeting starts.
Example-

• 5 minutes before
• 15 minutes before
• 30 minutes before
• 1 hour before
• 1 day before

To set it up, click the three dots next to the meeting, select View, then go to Set Meeting Reminders. Click Add Reminder to add more reminders.

Send reminder details to:
Default Page: Default visitor link set by administrator
Visitors Source: The URL from which the client booked the meeting.

Rescheduling Meetings

Manual Rescheduling

Steps

1. Open meeting details
2. Click the three dots next to the meeting
3. Click Manual Rescheule 
4. Select a new date/time
5. Update changes

The visitor receives an updated notification email.

Send Reschedule Link

Steps

• Open the meeting record
• Click the three dots next to the meeting
• Click Send Reschedule Link 
• Enter the visitor page link where the widget will open.
• Visitor receives an email
• Visitor selects a new time
  

Cancelling Meetings

Steps

1. Open the meeting record
2. Click the three dots next to the meeting
3. Click Cancel
4. Confirm cancellation

The visitor receives a cancellation email.

Video ref:

Timezone Handling

• For clients/visitors, meetings are booked according to their browser’s local timezone.
• The system automatically detects the visitor’s timezone during booking.
• Operators/agents will see the meeting time automatically converted to the timezone configured in their profile settings.
  

Troubleshooting

Slots Not Appearing

Possible Causes

• Agent unavailable
• Exception marked unavailable
• No active availability configured
  

Reminder Emails Not Sending

Check

• SMTP enabled
• SMTP configuration
• SMTP verification
  

Timezone Issues

Ensure:

• Agent timezone is configured correctly
• Browser timezone detection is enabled

Best Practices

• Configure weekly availability first
• Use exceptions for holidays
• Test SMTP before going live
• Customize reminder templates
• Keep reminder schedules simple
• Regularly review meeting calendars
  

End-to-End Workflow Summary

• Configure availability
• Configure SMTP and templates
• Publish booking flow
• Visitors book meetings
• Reminder emails are sent
• Agents manage meetings
• Visitors attend using meeting links