Schedule an appointment with Conversational Appointment Booking

  • Release version: Australia
  • Updated March 12, 2026
  • 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 schedule appointment.
      Figure 1. Start scheduling an appointment
      Virtual Agent chat window with the user selecting a reason for the appointment.
    4. Choose a date from the calendar.
      Figure 2. Choosing a date from the calendar
      Virtual Agent chat window with dates and times that are available for the appointment being scheduled.

    Result

    The appointment is scheduled and the chat is complete.
    Figure 3. Finished scheduling an appointment
    Virtual Agent chat window with the details of the scheduled appointment.