Feature · Appointments

Connect the enquiry, the booking and what happens afterwards.

Appointment workflows can bring availability, confirmation, reminders and follow-up into the customer record where the calendar and communication routes are properly configured.

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Customer Thread

From availability to owned follow-up

Illustrative example

Availability
Booking
Confirmation
Exception
Follow-up

Availability
Service rules applied
Booking
Customer selects a slot
Confirmation
Appointment recorded
Exception
Change reviewed by team
Human decision
Follow-up
Next action captured

Illustrative booking. Calendar types, sync, reminders and payment steps are not assumed to be enabled.

Appointment workspace

Connect availability, confirmation and exception handling.

The booking view explains the operational sequence without assuming a calendar connection, reminder channel or payment flow is enabled.

121

Northstar Joinery

Fictional

Make appointments easier to organise

OverviewContactsCalendarAppointmentsAutomation

Make appointments easier to organise

Coordinate availability, appointment status and the follow-up owner.

Mon

10:00

Discovery call

Rowan & Co

Tue

09:30

Site survey

Oakfield Homes

15:00

Drawing review

Marlow Works

Wed

Thu

11:30

Discovery call

Bramble Studio

Fri

13:00

Installation check

Field & Form

Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Appointments

Stores scheduled customer interactions with time, attendee, owner, status and related contact context.

How it works: Applies configured availability, booking rules and connected-calendar settings to eligible appointments.
Why use it: Makes booked work visible alongside the customer conversation and follow-up.
Plan for: Sync, meeting-link and resource behaviour varies by calendar type and external provider.
Your team owns: Staff must handle exceptions, incorrect availability and bookings that need judgement.

Capability 02

Personal booking calendars

Publishes availability for a named host with booking rules, duration and meeting location.

How it works: Applies configured availability, booking rules and connected-calendar settings to eligible appointments.
Why use it: Lets customers choose an appropriate slot without manual diary negotiation.
Plan for: Sync, meeting-link and resource behaviour varies by calendar type and external provider.
Your team owns: Staff must handle exceptions, incorrect availability and bookings that need judgement.

Capability 03

External calendar sync

Connects supported external calendars for availability and event synchronisation, with behaviour varying by calendar type.

How it works: Applies configured availability, booking rules and connected-calendar settings to eligible appointments.
Why use it: Reduces double booking when the connection and conflict rules are correctly configured.
Plan for: Sync, meeting-link and resource behaviour varies by calendar type and external provider.
Your team owns: Staff must handle exceptions, incorrect availability and bookings that need judgement.

Capability 04

Appointment reminders

Uses configured notifications or workflows around booking, rescheduling, cancellation and attendance events.

How it works: Applies configured availability, booking rules and connected-calendar settings to eligible appointments.
Why use it: Keeps customers and staff informed without relying on a person to send each reminder manually.
Plan for: Sync, meeting-link and resource behaviour varies by calendar type and external provider.
Your team owns: Staff must handle exceptions, incorrect availability and bookings that need judgement.

Capability 05

Rooms, equipment and resources

Reserves configured non-user resources alongside eligible bookings to reduce scheduling conflicts.

How it works: Applies configured availability, booking rules and connected-calendar settings to eligible appointments.
Why use it: Prevents a confirmed appointment from lacking the room or equipment it needs.
Plan for: Sync, meeting-link and resource behaviour varies by calendar type and external provider.
Your team owns: Staff must handle exceptions, incorrect availability and bookings that need judgement.

Booking design

Availability should reflect the service, not only an empty diary.

Different businesses need different durations, buffers, notice periods, capacity rules and owners.

Service and duration

Define what is being booked, how long it needs and what information is appropriate to collect.

People and capacity

Agree individual, shared, round-robin or group capacity only after the real operating model is understood.

Time and location

Test time zones, working hours, travel or room constraints and any connected meeting details.

Confirmation and reminders

Set expectations without turning reminders into noise.

A booking journey should make the appointment state and next customer choice clear.

Confirmation

Record the appointment, responsible team member, location or joining instructions and an appropriate change route.

Reminder sequence

Choose timing and channels around the service and customer preference; no reduction in missed appointments is promised.

Human exception

Reschedule, cancel or reply

Make changes visible and route anything ambiguous or sensitive to a person.

What happens around the slot

Make changes and replies part of the workflow.

A reminder is useful only when rescheduling, cancellation, sensitive replies and failure have a clear route.

121 CRM · Workflow sequence

Enquiry received

Capture source and customer

Acknowledgement

Set a clear response expectation

Human review

Check fit, consent and exceptions

Owner assigned

Name the person responsible

Follow-up due

Remind the owner, not the customer blindly

Illustrative exampleA conceptual workflow. Triggers, messages, delays and exceptions need configuration and testing.

Connected boundaries

Calendar sync, messages and payment are separate decisions.

Each connected account brings permissions, failure modes, charges and ownership questions.

Verify connection

External calendar sync

Confirm direction, conflict behaviour, account owner and what happens when credentials expire.

Messaging

Confirm consent, sender identity, channel availability and usage-related charges.

Not assumed

Payment at booking

Processor, merchant account, fees, deposits, refunds and disputes require separate commercial and operational approval.

Questions about this page

Useful answers, without the sales fog.

1. Can customers book their own appointments?

A self-booking journey may be configured where the intended calendar type, availability rules and customer information have been agreed and tested.

2. Does 121 CRM synchronise with our existing calendar?

Potential calendar connections need account-level verification. Direction, availability, conflicts, time zones, permissions and failure handling must be tested.

3. Can we take payment when someone books?

Payment capability is not promised by this page. The processor, merchant account, fees, workflow and refund or dispute responsibilities must be approved first.

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