Book a meeting step: How does calendar scheduling work?
Insent helps you connect and engage website visitors through conversational chat experiences. Your highly engaged visitors would like to go ahead and schedule an appointment with someone on your team when they would like to understand more about your offerings. Insent enables your prospects to go ahead and schedule a meeting within a bot conversation.
The ‘Book a meeting’ step schedules meetings directly onto the Google or Microsoft Calendars of your agents whenever prospects schedule an appointment. This enables your team to focus on sales conversations or providing priority support to a customer without worrying about the operational aspects like scheduling an appointment.
Note: Agents need to have an active calendar connection to schedule meetings with visitors through the Book a meeting step.
The 'Book a meeting' step
What is the Book a meeting step?
The 'Book a meeting' step enables you to share a calendar with a visitor in a conversation flow to help them schedule an appointment with someone on your team.
You can specify whose calendars should be shared in the calendar booking step. You can add agents or teams to the calendar booking step. The calendar availability of all the agents added to the step is combined to form a composite calendar that is displayed to a visitor.
The visitor books a slot from the composite calendar, and agents receive a calendar booking on their configured Google or Microsoft calendars based on the round-robin algorithm.
Learn more about the Book a meeting step here.
How are calendar slots scheduled in the Book a meeting step?
The calendar slot assignment for the Book a meeting step is performed based on the round-robin algorithm.
The round-robin algorithm considers the availability of all agents in the routing step. When a visitor books a slot, the booking is assigned to available agents in the order in which they have been added to the Insent platform.
Note: During calendar slot assignment, a slot is assigned in round-robin from the pool of agents available in a specific time slot. The round-robin algorithm optimizes for the availability of slots for the visitor.
Tip: Sharing an agent’s calendar in the Book a meeting step will display the agent’s available slots as configured in their Meetings → Availability settings.
An example describing the round-robin algorithm
Consider the scenario where a book a meeting step contains two agents (Lucy & Zack) and the NA Sales team (Susan & Ben).
Lucy, Zack, Susan, and Ben have their availability settings configured and have a few overlapping slots where they are all available.
The order in which agents have been invited to Insent:
- Lucy (First)
- Zack (Second)
- Susan (Third)
- Ben (Fourth)
The round-robin algorithm for calendar slot assignment to agents will take place as follows:
- The first visitor booking a slot will be assigned to Lucy
- The second visitor booking a slot will be assigned to Zack.
- The third visitor booking a slot will be assigned to Susan.
- The fourth visitor booking a slot will be assigned to Ben
The round-robin algorithm considers agents in the calendar step in the order that they are added to the Insent platform.
Scheduling meetings for the Account or Contact Owner
You can book meetings for the Salesforce Account Owner and the Salesforce Contact Owner for a known prospect (this requires an active Salesforce integration)
You can book meetings for the HubSpot Account Owner or the HubSpot Contact Owner for a known prospect (this requires an active HubSpot integration).
Note:
The calendar slots of the Account or the Contact Owner are shown only if the Salesforce or HubSpot Account/Contact Owner is included in a book a meeting step and are identified by Insent.
The Account owner/Contact owner should be invited to Insent and have an active calendar integration (Google/Microsoft calendar)
The order of priority for scheduling meetings for an Account Owner or a Contact Owner is based on the order specified in the ‘Book a meeting’ step. You can arrange the Contact Owner or the Account Owner in your desired order of priority.
If an Account or Contact Owner is identified for a visitor, only Account/Contact Owner’s calendar availability is shown in the ‘Book a meeting’ step.
Availability slots of agents in the calendar step will be shown only if the Account or Contact Owner is not identified for a prospect.
Please feel free to reach out and connect with our support team for any further questions on success@insent.ai or Chat with us!