Conversational Appointment Booking
Book, reschedule, and cancel appointments from Virtual Agent conversations. The ServiceNow® Conversational Appointment Booking application uses Now Assist to communicate with customers.
Note: A Now Assist for CSM license must be active on your instance.
Booking an appointment
The appointment booking flow works as follows:
- The logged-in user contacts your business via your portal.
- The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
- The Virtual Agent asks the user to share their location. If the user shares their location, the available appointment locations are displayed.
- The user chooses a location.
- The user chooses the purpose of the appointment.
- The user chooses a date and time slot for the appointment.
- The appointment booking is complete.
Rescheduling an appointment
The appointment rescheduling flow works as follows:
- The logged-in user contacts your business via your portal.
- The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
- The user chooses an appointment to reschedule, and enters an email ID if needed.
- The user chooses the date and time for the rescheduled appointment.
- The appointment rescheduling is complete.
Cancelling an appointment
The appointment cancellation flow works as follows:
- The logged-in user contacts your business via your portal.
- The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
- The user chooses an appointment to cancel.
- The appointment cancellation is complete.
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