Appointments and Reminders

The Appointments page is where your AI’s bookings land and where you decide what can be booked and when. Your AI books against your real availability on calls, website chat and WhatsApp, and customers get a confirmation with a link to reschedule or cancel on their own.

Where to find it

Open Appointments from the sidebar. If your plan doesn’t include appointment booking, the item shows a lock icon and the page offers an upgrade instead. The page has five tabs:

• Schedule — every appointment, grouped by day, with quick date ranges, a status filter and a search box.
• Bookable items — the staff, tables, rooms, service bays or services the AI books against.
• Availability — the hours the AI can book, plus closed dates and holidays.
• Booking setup — business type, the AI booking switch, default length, buffer, slot holds and booking questions.
• Widget — the Book Now button for your website, covered in Online Booking Widget.

Set up booking

1. 1
   On Booking setup, choose your Business type. It tailors how the AI books: a restaurant books tables, a hotel books rooms, a salon books staff. You can change it anytime.
2. 2
   Check that AI takes bookings on calls is On. If you turn it off, the AI will not offer or take bookings at all.
3. 3
   Set Default appointment duration (min) and Buffer between appointments (min). The buffer is a gap kept free after each appointment.
4. 4
   On Availability, set the hours the AI can book for each day. Use Add hours (split shift) for a lunch break, then select Save.
5. 5
   Under Closed dates & holidays, add the days you are closed. Fill in the second date for a range, such as a vacation week. The AI, the booking widget and manual booking all skip these days.
6. 6
   Optional: on Bookable items, add each resource with a name, a type (Service, Staff, Table, Room or Bay) and a capacity, then select Add.

Per-resource hours and slot length

Every bookable item has an Hours button. The working hours and slot length you set there override your business hours for that item only, which is handy when one provider works different days. Capacity lets one item hold several bookings at once (for example, 10 tables). If you only take simple one-at-a-time appointments, you can skip bookable items entirely. Items can also carry a description, a price (per booking, per person, per night or per hour) and a seat count.

Booking questions and add-ons

Under Booking questions & add-ons, list the questions the AI should ask when it takes a booking (mark any as required) and the add-ons it can offer, with an optional price. Answers and chosen add-ons are saved in the booking notes for your team.

How the AI books

On a call, the AI checks real open times — your hours, slot length, closed dates and existing bookings — and books the time the caller agrees to. It will not book outside your hours or on a closed day.

Turn on Hold the slot before confirming if you want the AI to reserve the time while it collects the caller’s details and only then confirm. That way two callers can’t grab the same slot, and the AI never says “confirmed” before the booking is locked in. It is off by default and recommended for busy or limited-capacity schedules.

Your Website Chat and WhatsApp AI can also book inside the conversation once the booking widget is set up and enabled on the Widget tab.

Confirmations and reminders

When an appointment is booked, Good2Go sends the customer a confirmation automatically:

• Text message — when the customer has a phone number and has not opted out of texts. It includes the self-service link. You can replace the default wording with your own appointment-confirmation template.
• Email — when the customer’s contact record has an email address and email sending is available for your workspace.
• WhatsApp — only if you turn on the WhatsApp confirmation on the WhatsApp AI page.

Reminders are off by default. To turn them on, open Workspace Settings, go to the Notifications tab and find Appointment reminders. Switch on SMS reminder, Email reminder or both, then enter how many hours before the appointment to send (between 1 and 168; 24 if left empty). Each reminder goes out once per appointment. WhatsApp reminders are set up separately on the WhatsApp AI page and need a message template approved by Meta.

If a customer replies YES to an appointment text, their next scheduled appointment is marked Confirmed.

The customer’s self-service link

The link in confirmation and reminder texts opens a simple page — no login needed — with the appointment time and details and two buttons: Reschedule and Cancel appointment. Rescheduling shows only real open times for the chosen date. When a customer reschedules or cancels, the business is notified, and a rescheduled customer receives a fresh confirmation text. Changes are only possible for upcoming appointments that are still scheduled or confirmed; otherwise the page asks the customer to contact the business directly.

Manage your schedule

On Schedule, select New appointment to add one yourself: enter a title, a date and time and a length, then select Book. To pick a guaranteed-free time instead, choose a date, select Find open times and click a slot. Each appointment row has quick actions: Confirm, Complete, No-show, Reschedule and Cancel.

Frequently asked questions

Why isn’t the AI offering appointments on calls?

Check that AI takes bookings on calls is On and that a Business type is chosen on Booking setup, and that Availability has open hours for the day the caller wants. If Appointments shows a lock icon in the sidebar, your plan doesn’t include booking.

Are reminders sent automatically?

Not until you turn them on. Confirmations go out when a booking is made, but SMS and email reminders are off by default and must be switched on under Workspace Settings > Notifications.

Can customers cancel or reschedule without calling?

Yes. The link in their confirmation and reminder texts lets them pick a new open time or cancel, and you are notified either way.

Can each staff member have different hours?

Yes. Add them as bookable items, then use the Hours button on each one to set their own working hours and slot length.