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Customer communication › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using Conversational Appointment Booking

Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.

Conversational Appointment Booking for Customers

Customers can complete the following tasks with a Virtual Agent:

  • Book a new appointment in CSM
  • Reschedule an appointment in CSM
  • Cancel an appointment in CSM

Conversational Appointment Booking for Agents

Agents can use Autopilot to display Virtual Agent topics during Agent Chat conversations. For more information, see Conversation Autopilot.