Conversational Appointment Booking

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

    • Book, reschedule, and cancel appointments from Virtual Agent conversations. The ServiceNow® Conversational Appointment Booking application uses Now Assist to communicate with customers.

    Note:
    A Now Assist for CSM license must be active on your instance.

    Booking an appointment

    Important:
    Conversational Appointment Booking is currently supported on the Portal only.

    The appointment booking flow works as follows:

    • The logged-in user contacts your business via your portal.
    • The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
    • The Virtual Agent asks the user to share their location. If the user shares their location, the available appointment locations are displayed.
    • The user chooses a location.
    • The user chooses the purpose of the appointment.
    • The user chooses a date and time slot for the appointment.
    • The appointment booking is complete.
    The following image illustrates the appointment booking flow.
    Figure 1. Booking an appointment
    Infographic displaying the steps to schedule an appointment. For a text description, refer to the preceding text in the Booking an appointment section.

    Rescheduling an appointment

    The appointment rescheduling flow works as follows:
    • The logged-in user contacts your business via your portal.
    • The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
    • The user chooses an appointment to reschedule, and enters an email ID if needed.
    • The user chooses the date and time for the rescheduled appointment.
    • The appointment rescheduling is complete.
    The following image illustrates the appointment rescheduling flow.
    Figure 2. Rescheduling an appointment
    Infographic displaying the steps to change an appointment. For a text description, refer to the preceding text in the Rescheduling an appointment section.

    Cancelling an appointment

    The appointment cancellation flow works as follows:
    • The logged-in user contacts your business via your portal.
    • The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
    • The user chooses an appointment to cancel.
    • The appointment cancellation is complete.
    The following image illustrates the appointment cancellation flow.
    Figure 3. Cancelling an appointment
    Infographic displaying the steps to cancel an appointment. For a text description, refer to the preceding text in the Cancelling an appointment section.