What happens when an appointment is scheduled in AMS+

This article explains what AMS+ does when someone books an appointment through an Appointment Scheduler link.

For more on Appointment Schedulers, including training and related resources, see this feature overview.

Requirements

• To view new Sales Records or Individual Records or Activities that are created by an Appointment Scheduler:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must be assigned to a Security Group with the Individual Visible permission.
    • If you’re an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
  • You must have user account Sales permissions to View Sales Records. Learn more.
• To assign Activity Types to the “Appointment” type category:
  • You must be logged into AMS+ as an Agency User.
  • You must be assigned to a Security Group with the Manage Users permission.
• To modify calendar (Appointment Scheduler) settings:
  • You must be logged into AMS+ as an Agency User.
  • You must be assigned to a Security Group with the Manage Users and Sales Enablement Visible permissions.

Appointment scheduling flow

When someone visits an Appointment Scheduler link, they will see a calendar showing available time slots. Availability is based on the settings configured on the My Agency Settings > Appointment Scheduling page.

1. Block off time to prevent double-booking

If the scheduler’s Activity Type is assigned to the "Appointment" type category, AMS+ will automatically block off the selected time slot on the assigned user’s calendar. Learn how to assign an Activity Type to the “Appointment” category.

2. Check for existing records

AMS+ checks whether a matching record already exists in this order:

1. Sales Records: Match is based on name, email, phone, or cell number.
2. Individual Records: Match is based on phone or cell number only.

If no match is found, AMS+ will create a new Sales Record using the default Record Type set in My Agency Settings > Sales Records.

3. Assign the Appointment

If a new Sales Record is created, AMS+ assigns it based on the user assignment list set within the My Agency Settings > Appointment Scheduling > Users field.

• The system checks user availability in the order they appear on the list.
• The first available user is assigned the record.
• If the first user is unavailable, AMS+ checks the next user, and so on.

Example: If the order is Eric, Landon, and Steve, the appointment will go to Eric if he's free. If not, it goes to Landon, then Steve.

Note: The assignment list is static. AMS+ does not rotate through users or balance distribution over time.

4. Create an Activity

AMS+ creates an Activity with the appointment's date, time, and any additional form details. This Activity is added to the associated Sales Record or Individual Record.

• If a matching record is found, the Activity is simply added to the existing record.
• If no record exists, a new Sales Record is created and the Activity is added to it.