Opportunities: Appointment Booking - Service Booking Calendar Does Not Allow Selecting Service Person
M
Marc Böhret
Description
Within Opportunities, it is possible to book calendar appointments. However, not all calendar types work correctly. When using the calendar type “Service Booking,” it is not possible to select the dedicated service person during appointment creation.
Problem:
- For Service Booking calendars, the service person selection dropdown is missing
- The assigned service person is selected randomly by the system
- Users have no control over which service person is booked
Expected Behavior:
When booking a Service Booking appointment from within an Opportunity:
- A dropdown to select the service person should be available
- The selected service person should be explicitly assigned to the appointment
- Behavior should be consistent with other supported calendar types
Actual Behavior:
- No service person dropdown is shown
- Assignment happens automatically and unpredictably
- This makes Service Booking calendars unusable within Opportunities (if the service person wants to book the appointment for him/herself)
Impact / Use Case:
- Service Booking calendars cannot be reliably used in Opportunities
- Users must leave the Opportunity view to book appointments correctly
- This significantly degrades the user experience and breaks sales workflows
- Adds friction, context switching, and increases the risk of booking errors
Proposed Solution:
- Add a service person selection dropdown when using Service Booking calendars inside Opportunities
- Ensure consistent behavior across all calendar types
- Alternatively, allow configuring a required service person or a deterministic assignment rule
- it would be also beneficial to show the appointment owner for any kind of appointment at that place (there is enough room)
Quick Fix (pragmatic part fix):
Apply convention over configuration: only service team members should book meetings intended for themselves.
- If no service person is explicitly selected, default to the booking user if they are part of the service booking team; otherwise, fall back to a random assignment.
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e
el grac
Hello GoHighLevel Team,
First, thank you for the incredible work on the Conversation AI; it is transforming how we handle patient bookings at Code Clinic.
Currently, our AI is excellent at identifying when a client wants a specific service and a specific staff member (e.g., 'I want Dr. Steven for a Consultation'). However, even when the AI identifies the correct staff member, the system does not always 'force' the appointment into that specific staff member's calendar column—it often reverts to Round Robin distribution.
Request: Please enable a feature where the Conversation AI can dynamically pass the assigned_user_id to the booking action based on the AI's intent analysis. This would allow the bot to honor the client's request for a specific person automatically, rather than the system overriding it with a random available staff member.
Thank you for your continuous improvement of the platform