---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Schedule an appointment

# Schedule an appointment with Conversational Appointment Booking {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As a customer or consumer, schedule an appointment from the Virtual Agent chat window on the service portal.

## Before you begin

Role required: customer, consumer

## About this task

You can only schedule one appointment per location. Only logged-in users can schedule
appointments.

## Procedure

1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.  
   For example: https://yourportalurl.com/csm
2. Select the chat icon (![Chat icon.]()) to open the chat window and begin a Virtual Agent chat.
3. Enter <kbd class="ph userinput">schedule appointment</kbd>.  
   Figure 1. Start scheduling an appointment
4. Choose a date from the calendar.  
   Figure 2. Choosing a date from the calendar

## Result

The appointment is scheduled and the chat is complete.Figure 3. Finished scheduling an appointment
**Related tasks**   

* [Reschedule an appointment](https://www.servicenow.com/docs/509i2HrT4~yMyS4XInDVEA "As a customer or consumer, reschedule an appointment from the Virtual Agent chat window on the service portal.")
* [Cancel an appointment](https://www.servicenow.com/docs/9w_xcuNPheGYi1eJ3YdYMA "As a customer or consumer, cancel an appointment from the Virtual Agent chat window on the service portal.")