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What scheduling does

Some conversations are better finished on a call: an onboarding walkthrough, a screen-share with a frustrated enterprise customer, a success review. Scheduling lets a support agent offer a meeting inline in the chat, the same way the sales agent books demos:
  • a Calendly event type or an Orbit scheduling page renders as a booking calendar inside the chat (any other booking link opens in a new tab);
  • the customer picks a time without leaving the conversation, and the booking lands on their contact through the Calendly or Orbit integration;
  • audience rules decide which customers are offered which meeting, so a 30-minute call with an account manager can be reserved for your Enterprise plan while everyone else keeps chatting with the AI.
Configure it per agent at AI Agents > [Your support agent] > Configure > Scheduling.

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Setup

1

Turn Scheduling on

Flip the Scheduling switch on the support agent’s Configure tab.
2

Choose when the meeting is offered

  • Offer in the chat — the agent gets a showBookingPage tool and offers the meeting when a customer asks to talk to someone, wants a call or screen-share, asks to schedule time, or when a live session would clearly resolve the issue faster.
  • Offer on escalation — when the conversation is escalated to your team, the booking card appears right after the ticket confirmation.
Turn on either or both.
3

Add the meetings

Under Meetings, click Add meeting and pick a Calendly event type (from your connected Calendly account, or paste a scheduling link) or an Orbit scheduling page (from your connected Orbit account, or paste its https://orbitforms.ai/s/... link). Give each one a label; it is the card title the customer sees.
4

Decide who is offered a meeting

Under Who is offered a meeting, add rules: customers where plan is Enterprise → offer the account-manager call. Rules use the same contact and company filters as segments and escalation, run top to bottom, and the first match wins.Everyone else is the meeting for customers who match no rule. Leave it on No meeting to offer meetings only to the segments in your rules.
The simplest setup is one meeting with no rules and Everyone else set to that meeting: every customer who asks for a call, or whose conversation is escalated, is offered it. Add rules later when you want to reserve a meeting for a plan or segment.

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How it behaves

The rules never leave the server: the widget only learns whether scheduling is on and which page to show this visitor. Anonymous visitors with nothing to match on only ever get the “everyone else” meeting.

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Scheduling and escalation together

Both can be on. The agent is told that an escalation shows the booking card automatically, so it doesn’t add a second one; it may still invite the customer to pick a time. If you only want meetings as a safety net for the team, keep Offer in the chat off and Offer on escalation on.

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Where to go next

Escalation

When the agent hands a conversation to your team.

Calendly

Connect Calendly so event types are pickable and bookings sync.

Sales agent

The sales agent’s demo booking and scheduling routing.

Views and segments

The filters scheduling rules are built from.