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


---

# Conversational Appointment Booking

# 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

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 {#conv_appt_booking__section_m3v_pbm_sqb}

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.
{#conv_appt_booking__ul_vkj_rbm_sqb}  
The following image illustrates the appointment booking flow.Figure 1. Booking an appointment

## Rescheduling an appointment {#conv_appt_booking__section_mbk_h2m_sqb}

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.
{#conv_appt_booking__ul_gb2_chs_sqb}  
The following image illustrates the appointment rescheduling flow.Figure 2. Rescheduling an appointment

## Cancelling an appointment {#conv_appt_booking__section_lzm_32m_sqb}

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.
{#conv_appt_booking__ul_rhb_l3s_sqb}  
The following image illustrates the appointment cancellation flow.Figure 3. Cancelling an appointment
**Related concepts**   

* [Using Conversational Appointment Booking](https://www.servicenow.com/docs/h0DM3jA_hQquPDFRU1Gk4A "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.")  
**Related tasks**   

* [Configure Conversational Appointment Booking](https://www.servicenow.com/docs/UJW5wGEDj5KzEAAsdSMJGA "Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.")