What happens when an appointment is scheduled in AMS+

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

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 Individual Records or Activities 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.
• 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 permission.

In this article

• Appointment scheduling flow
• Legacy components

Appointment scheduling flow

The flow below applies to Enhanced Records accounts. If your account uses Sales Records, see the Legacy components section.

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 Individual Record already exists, based on phone or cell number.

If no match is found, AMS+ will create a new Individual Record.

3. Assign the appointment

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

• 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 Individual Record.

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

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Sales Record matching and creation — accounts using Sales Records
• Sales Record assignment — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Sales Record matching and creation

When an appointment is scheduled, AMS+ checks for existing records 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.

Sales Record assignment

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

• 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.

The Activity is added to the new Sales Record.

Sales Enablement Visible permission

To view new Sales Records created by an Appointment Scheduler, you must be assigned to a Security Group with the Sales Enablement Visible permission. You must also have user account Sales permissions to View Sales Records. Learn more.

To modify calendar (Appointment Scheduler) settings, the Sales Enablement Visible permission is also required.