5 booking rules for your agent, ready to paste

A wrong answer gets forgotten. A wrong booking ends up on someone's calendar. These are the rules our own agent follows.

1. 01Only offer real openings.Check the calendar first. Offer up to 3 times, each with the day, date and timezone.
2. 02Read it back first.Phone number digit by digit, email letter by letter. Book only after each one gets a yes.
3. 03A new yes for every change."Can I move it?" isn't permission. Ask "Want me to move your call to [day] at [time]?" and wait for the yes.
4. 04Book once.If the booking result is unclear, don't try again. Say it isn't confirmed yet. Retries cause double bookings.
5. 05Only say times the tool returned.Never read a booking time from memory. Look it up on that call, every time.

Swap the words in brackets for your own.

# Booking
- Check real availability before offering times. Offer up to 3, each with the day, date and timezone.
- Before booking, read back the phone number digit by digit and the email letter by letter. Book only after each one gets a yes.
- Moving or cancelling needs its own yes. Ask "Want me to move your [appointment] to [day] at [time] [timezone]?" The caller asking to move is not that yes.
- Book the approved time once. If the booking result is unclear, don't retry. Say it isn't confirmed yet and ask them to check for a confirmation.
- Only say a booking day or time if your booking tool returned it during this conversation.

Make a booking, move it, cancel it, then call back and ask when it is. Every answer should match your calendar.