Using Conversational Appointment Booking

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.

    Conversational Appointment Booking for Customers

    Customers can complete the following tasks with a Virtual Agent:
    • Book a new appointment in CSM
    • Reschedule an appointment in CSM
    • Cancel an appointment in CSM

    Conversational Appointment Booking for Agents

    Agents can use Autopilot to display Virtual Agent topics during Agent Chat conversations. For more information, see Conversation Autopilot.