Skip to content
Engage docs
Office Managers

Managing appointments on behalf of Agents

View and manage all appointments in your office

3 min read

View as Markdown

Viewing office appointments

As an Office Manager, you can view and manage all appointments across your office.

  1. Go to the Team tab.
  2. Select your office.
  3. Go to Follow up > Appointments.
Screen 1 Team appointments overview

Filtering appointments

Use the available filters to narrow down the appointment list:

Filter Description
Agent name Search for appointments assigned to a specific Agent
Select Agents Choose one or more Agents to display their appointments
From Set a start date for the date range
Until Set an end date for the date range
Screen 2 Search agents
Screen 3 Select agents
Screen 4 Date filter

Status tabs

Appointments are organised into status tabs:

  • Upcoming – Confirmed appointments that have not yet taken place.
  • Requests – Appointments awaiting manual confirmation from an Agent.
Screen 5 Upcoming appointments
Screen 6 Appointment requests

Select a tab to filter the list by that status.

Managing an appointment

Click on any appointment to open its details. From here, you can perform the same actions as an Agent:

  • View the appointment details, questions and answers, internal notes, and history
  • Reschedule the appointment or request the customer to reschedule
  • Reassign the appointment to a different Agent
  • Add internal notes
  • Cancel the appointment
  • Confirm pending requests
  • Complete the appointment and record the outcome
  • Record a customer no-show

For detailed instructions on each of these actions, see Managing your appointments.