Bookings and appointments

Sela has a working appointments calendar for your team. It also has an early booking setup where you can draft your services. Customers cannot yet book themselves on a public page, and the AI cannot book or reschedule for them. This page separates what is live from what is not, so you can plan around it.

What is live and what is not#

The Appointments calendar#

Appointments are for your staff. They are entered by a team member, not by customers.

Requirements: the Operations plan or higher (see Plans and billing), and the appointments:read permission to view or appointments:manage to change. See Team, roles and permissions.

Book an appointment#

1. Open Appointments (in the Work group).
2. Select Book appointment.
3. Fill in the form, then select Book appointment again.

Views, filters and details#

The daybook shows Day or 7 days views with Today, previous and next controls. Search by title, service or location, and filter by status or operator. Select an appointment to open its details: time, duration, status, linked contact, company, operator and team, location, meeting link, reminders, notes, and any external calendar link. If more appointments exist than the view can show, a message asks you to narrow the period or filter.

Statuses#

Use Confirm appointment, Mark completed, Mark no-show and Cancel appointment. Cancelling asks for a Cancellation reason (for example, "customer asked to reschedule"), stops the reminders, and locks the record.

Conflicts and changes#

• If the appointment has an assigned operator, Sela refuses a time that overlaps another open appointment for that operator ("That operator already has an appointment in this window").
• An appointment with no operator is not checked for overlaps. Assign one if you need double-booking protection.
• If two people edit the same appointment, the second save is refused so nothing is overwritten. Reopen it to see the latest version.
• Changes are paused if the workspace is read-only.

Reminders#

Choose one or more offsets before the start: 15 minutes, 1 hour, 1 day, 1 week. Tick Push notification, Email, or both. Reminders notify the assigned operator, not the customer. Changing the time or the operator reschedules the reminders automatically, and cancelling stops them.

To message the customer about an appointment, use the Inbox or your automations.

Booking setup (draft)#

The Bookings card in Environment lets you start preparing services for future online booking.

1. Open Environment (Settings). You need permission to manage settings.
2. In the Bookings card, select Start booking setup. It works in any business type.
3. The card shows Draft, unpublished. Under Services (draft), add services with the service name, an optional Arabic name, Duration (minutes), Before buffer (minutes) and After buffer (minutes).

This setup does not publish availability, create customer-facing slots, or turn on AI booking. There is no schedule, price, location or publication step yet. Existing appointments are not converted into bookable inventory. If setup shows Paused, unpublished, it has been paused and services cannot be edited until it is resumed.

You can also choose Appointments as your business type in Environment. Like every environment, it does not give the AI a booking tool.

Google Calendar#

In Integrations, the Support Ops Connectors section includes Google Calendar (and Gmail). You connect a Google account with Google OAuth and can disconnect it later. Its description is "used for booking and rescheduling support-triggered appointments".

What to expect:

• The connection is per workspace, and the AI's chat replies do not use it to book.
• Appointments in the calendar can store an External calendar reference, shown in the appointment details when present.
• Confirm your setup with Sela before you rely on two-way calendar sync. It is not a substitute for checking the Appointments calendar.

What the AI does for booking questions#

The AI can:

• Answer from your knowledge base: opening hours, services offered, how to book, cancellation policy.
• Give branch information and working hours that you have published in Business records and Environment. It is not stopped from answering outside working hours.
• Hand the conversation to your team with a summary when the customer wants to book. See How the AI works.

The AI cannot check live availability, hold a slot, confirm a time, reschedule, cancel, collect a deposit, or send appointment reminders to customers. If it says a time is "confirmed", that is a mistake: report it and add clear booking instructions to the knowledge base.

Write a knowledge-base entry such as "To book, send your preferred day and time. Our team confirms within working hours" so customers and the AI set the right expectation. See Knowledge base.

Troubleshooting#