What happens when an appointment is scheduled in AMS+

Note for Enhanced Records accounts: This article references Sales Record functionality and the Sales Enablement Visible permission. These do not apply to your account. You can check your account's subscription package on the Subscription page.

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.
    • For Sales Records:
      • 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.
    • For Individual Records:
      • 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 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.