How to set up the “Online booking” skill

The “Online booking” skill helps the AI agent do more than answer questions: it can also guide the conversation all the way to booking a service. It уточnates the needed details, selects a suitable time, and creates a booking if online booking is already set up in the system.

Created bookings then appear in the CRM, in the “Bookings” section.

When this skill is needed

• The AI agent should help the customer book a service.
• Booking details need to be clarified before confirmation.
• Available time needs to be selected.
• The booking needs to be created, changed, or canceled.

If the AI agent is only needed to answer questions about bookings, and not to create the booking itself, you can skip this skill.

What should be ready in advance

Before adding the skill, make sure the “Online booking” section is already set up.

• Services that can be booked have been created.
• The schedule is filled in or slots are available.
• Staff members have been added if needed.
• Other booking parameters have been configured if needed.

If online booking is not set up yet, the AI agent will not be able to complete the booking flow correctly, even if the skill itself has already been added. If there are readiness indicators in the interface, check those too.

Step 1. Open the “Skills” tab

Open the required AI agent and go to the “Skills” tab.

Step 2. Add the “Online booking” skill

Find the “Online booking” skill in the list and click + to add it to the agent.

Step 3. Open the skill settings and save the changes

After adding the skill, open its settings, check the required booking parameters, and save the changes.

What the main settings mean

Service required. The AI agent must understand which service the customer wants to book. Without this, it cannot continue the booking correctly.

Staff member required. The AI agent asks which staff member is needed if this matters for your flow.

Resource required. The AI agent asks for an additional booking resource if it is needed in your process.

Why the AI agent asks follow-up questions

If required parameters are enabled, the AI agent will ask additional questions for a reason. Without the needed data, it cannot continue the booking correctly.

So a large number of follow-up questions does not always mean there is an error. Often, it is simply the result of the scenario settings.

What to consider about costs

It is best to enable the skill only when you really need a working booking flow. More complex scenarios may slightly increase the AI agent’s operating cost. The selected agent model also affects the cost, especially in skills-based scenarios.

How to check that the skill works

1. Open the channel where the AI agent works.
2. Start a conversation as a customer and ask for help booking.
3. Check whether the AI agent asks for the needed details.
4. Make sure the conversation leads to a booking, not only to consultation.
5. After a successful test, check whether a new booking appeared in the CRM, in the “Bookings” section.

If the booking is not created, check:

• whether the skill itself has been added;
• whether online booking is configured in the system;
• whether the schedule is filled in or there are available slots;
• whether the required parameters are set correctly.

What usually gets in the way

• The skill is added, but online booking has not yet been configured in the system.
• The schedule is not filled in or there are no available slots.
• It is expected that booking will work without prior setup.
• Required parameters are enabled, but it is not clear why the AI agent asks for them.
• The flow seems too long because the agent has to collect required data.

What not to confuse

• The “Online booking” skill is needed not for booking advice, but for a working booking flow.
• Adding the skill does not replace configuring online booking in the system.
• Follow-up questions do not always mean the AI agent is working incorrectly.