Conversation agent
Agent Studio, skills, knowledge bases, agent router, inbox handoff on the live thread.
Calendars vs the Appointment booked column
A booked slot lives on Appointments; the Appointment booked column moves when a workflow or human says so — autonomous success is not the slot. Desks that treat a WhatsApp ‘ok’ as booked will report ghost consults. Desks that never move the column will look empty on Friday.
- Calendars = slot
- Stage = CRM column
- Canonical job is appointment booking
Definition
Appointments/calendars store slot truth (who, when, which resource). Appointment booked is a pipeline stage. They are linked only when a booking skill, workflow, or human updates the deal. An autonomous send or a campaign reply is not a booking.
Why ops mark Consult done from a calendar colour
A coordinator sees a green slot and moves Consult done. The patient never arrived. Show-rate dies. Or the reverse: they book on WhatsApp and never touch the column, so workflows never fire prep.
Appointment booking is the job that must write both when the product path supports it — or the operator finishes the column. Guides that teach no-shows and show-rate depend on this split.
HowTo: keep slot and stage honest
Offer times from calendars after the qualifier has location and preferred_times. When the hold succeeds, move Appointment booked (skill, workflow, or human). Never let an autonomous checkup list set the column.
- Load resources Appointments/calendars for doctors and rooms. Catalogs name who can be booked; calendars say when.
- Offer from calendars Conversation agent appointment skill. Not a typed guess.
- Write the column Booking path or human. Workflows on Appointment booked send prep — they do not create the slot.
- No-show stays off Consult done Missed slot is recovery, not consult. See the no-show guide.
- Autonomous stays off the column List tasks count sends/reads/contacted.
How it runs on the platform
Booking is a conversation agent plus calendars. Stage movement may be a workflow. Autonomous is a third system. Conversation agents reply in the omnichannel inbox. Workflows fire on pipeline stage change under Agents → Workflows. Autonomous agents work a CRM list on a schedule after plan approve; success is sends and reads, not appointment booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup. The qualifier does not diagnose.
Growth campaigns / drips
Clock-based sends from library templates. Wallet preview. Not adaptive nurture.
Workflows
Agents → Workflows. Fire on pipeline stage change. Do not confuse with inbound chat.
Autonomous agents
List plus objective after plan approve. Success is sends/reads/contacted, not appointment booked.
Worked example: dental chair vs CRM
A dental clinic offers Friday 9:00 from calendars. The family confirms. Operator or booking skill sets Appointment booked. A workflow sends a prep template. If they miss Friday, no-show recovery offers a new slot — Consult done is untouched.
Sibling workflows on stage change and measuring show-rate.
Slot vs column vs send
Three truths. One Project.
| Object | System | Who writes it | Not written by |
|---|---|---|---|
| Slot hold | Appointments/calendars | Booking skill or desk | Growth reply rate |
| Appointment booked | Pipeline | Workflow or human after a hold | Autonomous success |
| Consult done | Pipeline | Ops after they attend | A green calendar colour alone |
| Campaign conversion | Growth | Reply (unless you track stage) | Show-rate |
Honest limitations
Autonomous success cannot mean appointment booked. Conversation agents, drips, and autonomous tasks do not share a stop-when-booked contract. Not HIS/EMR.
Keep this Calendars vs stage article next to the job URL, not as a second playbook. Cite the definition above when an operator asks what the term means. Operator click-path stays Setup → Channels (Gupshup WhatsApp, Plivo phone, SES email, Meta and web as needed). Library templates. Agents → Studio, Router, Workflows, Autonomous. Customers → Pipeline. Appointments/calendars. Growth campaigns/drips. Organization wallet preview. Canonical playbook: Appointment booking playbook. Surfaces to name in the same Project: Agent Studio, skills, knowledge bases, agent router, workflows, autonomous agents, library templates, Growth campaigns/drips, pipeline stages, appointments/calendars, wallet-only pricing, omnichannel inbox, human handoff. Organization and Project — never a vanished personal inbox. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Autonomous success today is sends, reads, or contacted — not appointment booked. Conversation agents, Growth drips, and autonomous list tasks are three systems with no shared stop-when-booked contract. Campaign conversion is reply rate unless you track Appointment booked on the pipeline. Phone “replied” is speech-to-text. Qualifier is non-diagnostic. Emergencies: call emergency services. Not HIS/EMR. Preview the Organization wallet before a blast. Parent guides, healthcare hub, and pricing stay in the same runbook.
Related
Playbook: appointment booking. Stage page: Appointment booked. Product: workflows.
Frequently asked questions
Operators implementing this mechanic on a healthcare Project.
If calendars show a hold, is the stage updated?
Only if a skill, workflow, or human writes Appointment booked. They are not the same object.
Can autonomous booking set the column?
Do not treat autonomous success as the slot. Success is sends, reads, or contacted.
Workflows create slots?
No. Workflows fire on stage change. Calendars hold the slot.
Which playbook?
Appointment booking.
No-show?
Do not mark Consult done. Use the no-show how-to and recovery playbook.
HIS sync?
CoPulse is not HIS/EMR. Engagement plus calendars, not billing or pharmacy.
Related
Hub, sibling guides, canonical playbook, product, pricing.
All healthcare guides
How-to articles. Jobs live on playbooks.
Directory →Appointment booking playbook
The omnichannel job this guide teaches.
Playbook →Workflow on stage change
Appointment booked → prep.
Guide →No-show how-to
Never mark Consult done.
Guide →Workflows
Matching product surface.
Product →Pricing
Wallet-only. No seat fees. Preview before send.
Pricing →Hold the slot, then write the column
Calendars first. Appointment booked when booking is real — not when a list task sent.
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