Accessing planning rules
- Go to the Team tab.
- Select your office.
- Go to Scheduling > Planning rules tab.
Configuring meeting types
Use the toggles to enable or disable meeting types for your office:
- Physical – In-person meetings at the office
- Phone – Phone call appointments
- Video – Video conference appointments
You can only enable meeting types that your Administrator has enabled at the organisation level. If a meeting type is not available, contact your Administrator.
Per-subject planning rules
For each subject assigned to your office, you can configure the following rules:
| Rule | Description |
|---|---|
| Auto accept | When enabled, appointments are automatically confirmed. When disabled, Agents must manually accept each request. |
| Duration | The length of the appointment in minutes. |
| Trailing buffer time | Time reserved after each appointment before the next one can be booked (for wrap-up, notes, or travel). |
| Granularity | The interval at which time slots are offered (for example, every 15 minutes or every 30 minutes). |
| Earliest slot shown | The minimum amount of time before an appointment can be booked (for example, 2 hours from now). |
| Latest slot shown | The maximum number of days in the future that slots are offered (for example, up to 30 days ahead). |
| Rank 1 priority threshold | The number of top-priority Agents shown first to the customer. |
| Rank 2 priority threshold | The number of second-priority Agents shown next. |
| Maximum concurrent appointments | The maximum number of overlapping appointments an Agent can have at the same time. |
Saving your changes
After configuring the rules, click Save to apply them.
Planning rules set here become the default for all Agents in the office. Individual Agents can override these defaults in their appointment hours settings if needed.