watsi's AI agent books visits inside the WhatsApp conversation itself: it checks your team's availability, offers the customer up to four specific times on one day and, as soon as the customer picks one, creates the appointment in your calendar. To do this it needs three things: Google Calendar connected, an appointment type assigned to that agent and team members with a schedule. After booking, the chat goes to a person on your team to follow up.
Want to see what it looks like for a real-estate agency? Read how to book visits over WhatsApp on watsi.ai.
What you need to set up
Without Google Calendar connected, the agent has no access to the calendar and can't book.
An appointment typeFor example, "Property visit", assigned to that agent or shared by all.
Members and scheduleWho receives those appointments and on which days and hours they can be booked.
Each agent offers and books only its own appointment types; a type with no agent assigned is shared by all. An agent with no appointment types doesn't book.
How the agent books in the conversation
- 1
It spots the intent
When the customer wants to see a property, the agent picks the matching appointment type. It uses each type's What is this appointment for? text to decide.
- 2
It offers specific times
It checks availability and offers one day per message, with up to 4 exact times in a list, never a range. It always states the time zone ("Mexico City time").
- 3
It books when the customer chooses
As soon as the customer picks a time, the agent creates the appointment, even if they haven't given their name yet. The phone number comes from WhatsApp itself. It doesn't book if the customer hasn't chosen a time.
- 4
It confirms
The customer gets the confirmation and, if they have an email, an email with the calendar invite. If the appointment type includes Google Meet, they also get the link.
Time zone
The agent uses, in this order, the first one it has:
- The time zone already stored for that customer.
- The one the customer clearly stated.
- The one matching their phone's area code (when that code has a single time zone).
- Your business's time zone.
With the first two it doesn't ask again; with the last two it asks the customer to confirm once before booking. In each appointment type you choose whether the time is stated in The venue's time (normal for an in-person visit) or The customer's time (for video calls).
Reschedule or cancel
The agent can reschedule or cancel an appointment when the customer asks. If the person writes from a different number, they have to give the phone and the name on the appointment. When moved, the appointment keeps its length.
After booking
On WhatsApp, once the confirmation reaches the customer:
- The agent turns off in that chat and the conversation is escalated and assigned to a person on your team according to your rules.
- Your team gets the escalation notification.
- No extra message is sent to the customer, and pending follow-ups are cancelled.
- The appointment reminders still go out.
In the calendar, the appointment shows as Scheduled via WhatsApp and Booked by the AI agent.
Turn on the Appointment booked and Appointment cancelled or moved notifications in your preferences to find out right away.