Why aren't my bookings showing up in my calendar?

How Sophiie handles bookings

Sophiie has her own built-in scheduler and does NOT require an external calendar to make bookings. When Sophiie books an appointment, it goes into her own calendar system.

You have two equal options for managing your calendar:

• Use Sophiie's built-in scheduler — Sophiie manages all bookings within her own calendar. No external calendar needed.
• Link your Google or Outlook calendar — Connect your external calendar so bookings also appear there. This is optional and is for your convenience only.

If bookings are showing up in Sophiie's system but not in your Google/Outlook calendar, the issue is with the calendar sync (see below), not with Sophiie's booking ability.

Prerequisites for bookings to work

• Agent Scheduler must be enabled — Go to Settings > Calendar and make sure the Agent Scheduler toggle is on. Without this, Sophiie won't attempt to book.
• Estimated time must be set on the service — Sophiie will only book if an estimated time is also applied to the service, so she can check available time slots. Go to Train Sophiie > Services, select the service, and make sure an estimated duration is set.
• Outcome action must be set to "booking" — In the service's conversation flow, the outcome action must be set to booking. Go to Train Sophiie > Services, select the service, and check the outcome action at the end of the flow.

Syncing bookings to your external calendar (optional)

If you want Sophiie's bookings to also appear in your Google Calendar or Outlook:

1. Log in to your dashboard at app.sophiie.ai
2. Go to Settings > Calendar — you'll see two tabs: Team Calendar and Profile Calendar
3. Click Profile Calendar — this is where you link your personal Google Calendar or Outlook Calendar
4. Make sure your calendar is connected and showing a green/active status
5. If it's not connected, click Connect and follow the prompts to link your calendar

The Team Calendar tab is for managing calendar settings across your team. The Profile Calendar tab is where each user connects their own Google or Outlook calendar.

If your calendar was previously connected but has stopped syncing, try disconnecting and reconnecting it. Sometimes calendar permissions expire and need to be refreshed.

How to connect your calendar

If your calendar isn't connected yet:

1. Go to Settings > Calendar > Profile Calendar in your dashboard
2. Click Link Calendar and choose Google Calendar or Outlook Calendar
3. Sign in with your Google/Microsoft account and grant permissions:

• Read Calendar Events — lets Sophie check your existing events to avoid conflicts
• Write Calendar Events — lets Sophie create, update, and delete appointments in your calendar

1. After connecting, a table of available calendars will appear. Select the calendar you want Sophie to use by clicking the radio button next to it.
2. Click Save to activate synchronisation.

Sophie only accesses calendar data needed for managing appointments — she won't modify or interact with events she didn't create.

Calendar sync direction

Google Calendar: Has two-way sync — events from Google Calendar are reflected in Sophiie's calendar. However, changes made directly in Sophiie's calendar interface cannot push updates back to Google.

Outlook Calendar: Sync behaviour may vary. Check with our team if you need specific sync direction confirmed for Outlook.

Bookings can take a few minutes to sync

After Sophiie books an appointment, it can take a few minutes for it to appear in your external calendar. If it's been more than 10 minutes and the booking still hasn't appeared, there may be a connection issue.

Common Questions

Sophiie is booking appointments when she shouldn't be

There are two things to check:

1. Agent Scheduler toggle — Go to Settings > Calendar and check the Agent Scheduler toggle. If this is enabled, Sophiie will try to book appointments. Toggle it off if you don't want Sophiie making bookings.

1. Service outcome actions — Go to Dashboard > Train Sophiie > Services and check the outcome actions on each service. If a service outcome is set to "booking", Sophiie will attempt to book. Change it to another option (e.g., Continue Call, transfer) if you don't want bookings for that service. Bookings are controlled by services, not scenarios.

To stop Sophiie from making bookings, you must either turn off the Agent Scheduler toggle in Settings > Calendar, or change the outcome action on the relevant service to something other than "booking" (e.g., Continue Call). Adding a Restriction will not prevent bookings if Agent Scheduler is enabled. If Agent Scheduler is on, Sophiie will book any service that has a booking outcome, regardless of any Restrictions you have set.

Sophiie isn't asking the right details before booking

If Sophiie is booking appointments without collecting the information you need, check the service flow. Go to Dashboard > Train Sophiie > Services, select the relevant service, and review the booking settings.

Sophie will take the caller's name and phone number as part of the booking flow automatically. Email and address are optional — you can toggle these on or off under the outcome section in the service's booking settings.

Setting up Smart Scheduling (multi-technician businesses)

If your business has multiple technicians or team members who handle different services, Smart Scheduling lets Sophiie route bookings to the right person based on availability, location, and service type. To set it up:

1. Add your technicians/team members under Train Sophiie > Staff & Departments
2. Connect each team member's calendar (Google or Outlook)
3. Set each team member's service location
4. Set each team member's working hours
5. Enable the Agent Scheduler toggle under Settings > Calendar
6. Assign technicians to the relevant services under Train Sophiie > Services

Visit sophiie.ai/services/smart-scheduling for more information, or contact our team to get Smart Scheduling set up.

How do I disconnect my calendar?

Go to Settings > Calendar > Profile Calendar and click Unlink. Synchronisation stops immediately. Previously synced events in your calendar remain unchanged.

Need More Help?

If your calendar integration is connected and bookings are still not appearing in your external calendar, let us know the following and our team will investigate:

• Your business name
• Which calendar you're using (Google Calendar or Outlook)
• Examples of bookings that didn't come through