Customers & Automation
AI Booking Actions
Owners can choose reviewed drafts, automatic replies, or safe SMS booking actions for supported booking conversations.
Last updated 28 September 2026
TL;DR
- AI booking actions prepare reviewed booking, reschedule, and cancellation actions from inbound client messages.
- Channels are SMS, Email, and Instagram.
- Supported intents are New bookings, Reschedules, and Cancellations.
- Owners choose how each channel and intent behaves. All channels are off by default.
AI booking actions prepare replies, show extracted request details, and show availability or matched-booking context. Owners can keep review on, allow supported replies to send automatically, or opt in to safe automatic SMS booking changes. AI booking actions require PRO.
Configuration - Web: Settings -> AI settings -> Booking conversations. Operational review - Web and mobile: Open the affected Inbox conversation. Settings links to Inbox but does not contain a second review queue.
What AI booking actions do
AI booking actions create proposals for booking conversations. The selected mode determines whether an operator reviews the proposal or the system can handle a supported action automatically.
| Intent | What AI prepares |
|---|---|
| New bookings | Gathers details, offers slots, and prepares a safe customer reply. |
| Reschedules | Identifies the booking, offers alternatives, and prepares a safe move workflow. |
| Cancellations | Handles no-fee cancellation paths and routes financial consequences to review. |
The action detail sheet can show the source Client message, Prepared reply, Extracted request, Matched booking, Availability, and Audit trail.
Configure channels and intent modes
Configure AI booking actions from the web dashboard. Each channel can be enabled separately, and each intent has its own mode.
- Open Settings.
- Open AI settings > Booking conversations.
- Review the legacy booking-enquiry scope and booking-action settings.
- Turn on Enable AI booking actions.
- Enable the channels you want: SMS, Email, or Instagram.
- Choose a mode for New bookings, Reschedules, and Cancellations.
| Mode | Behaviour |
|---|---|
| Off | Ignore this intent. |
| Draft | Prepare a reply for review. |
| Auto-send | Send a supported reply without review when disclosure, confidence and safety checks pass. |
| Auto-book | Complete safe SMS booking actions without review. Available for SMS only. |
Note
A saved Auto-book mode on email or Instagram is limited to Auto-send. The master switch, channel switch, per-intent mode and AI disclosure must all permit automatic handling.
Review actions on web
Actions needing attention remain with their source conversation in Inbox. Open the conversation's Needs attention area to review the prepared action. The AI booking settings page provides configuration and a link to Inbox; it does not duplicate this operational queue.
For each pending action, web can show:
| Control | What it does |
|---|---|
| Review details | Opens the action review sheet in the conversation. |
| Take over | Pauses AI handling for that conversation so the team can reply manually. |
| Dismiss AI booking action | Rejects the pending proposal. |
| Approve | Approves the prepared reply or reviewed action when approval is available. |
The review sheet keeps the conversation visible and includes Open Audit Log when the venue slug is available.
Review pending actions on mobile
Mobile shows AI booking action review inside the conversation detail screen. The banner is labelled AI booking action.
- Open the Inbox conversation that contains the action.
- Tap Review details.
- Read Client message, Appointment context, and Prepared reply.
- Tap Approve, Take over, or Dismiss.
- If an update fails, use Try again or Dismiss in the error card.
Mobile success toasts include AI booking action approved, AI booking action dismissed, and AI paused for this thread.
Pause and resume AI booking actions
Use Pause in the web AI booking actions card to stop new sends and safe booking changes from starting. When paused, the card says AI booking actions are paused. New sends and safe booking changes will not start until you resume.
Click Resume to allow the configured review flow to run again. The wider AI settings and safety page can also pause AI booking actions as part of Pause automated customer messages and actions.
Who can use this
AI booking actions require PRO. Configuration, review, approval, dismissal, and conversation takeover use owner-level venue permissions in the API.
| Role | Access |
|---|---|
| Owner | Can configure, pause, resume, approve, dismiss, and take over AI booking actions. |
| Manager | Can review AI status and the conversation without Owner-only configuration or action controls. |
| Team | Can reply manually in Inbox, but does not configure or approve AI booking actions. |
Common mistakes
Expecting automatic changes after enabling the master switch alone. Enable the channel and select Auto-send or SMS Auto-book for each intended action.
Turning on the master switch but leaving channels off. Enable AI booking actions must be on, and the relevant channel also needs an active intent mode.
Approving before reading the prepared reply. Review the client message, availability, matched booking, and prepared reply before approving.
Troubleshooting
| Issue | Solution |
|---|---|
| I see an upgrade prompt | AI booking actions require PRO. |
| Settings do not save | Check whether the venue is still in pre-billing implementation or whether PRO access is active. The UI shows AI booking action settings not saved if it rolls back. |
| An automatic action stays in review | Check the venue's AI disclosure and selected mode. Unsafe, uncertain or financially consequential changes can still require review. |
| An action will not load in Inbox | Use Try again in the conversation, or take over and reply manually if the action cannot be recovered. |
| Approval fails because of Sparks | Top up or reply manually. The API can return Out of Sparks for AI booking actions. Top up or reply manually. |
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Common questions
- What are AI booking actions?
- AI booking actions handle supported booking, reschedule and cancellation conversations across SMS, email and Instagram in the mode the owner selects.
- Does AI booking actions change bookings automatically?
- Only if the owner opts in to safe automatic SMS actions. Other actions that fail safety checks remain available for review.
- How do I turn AI booking actions on?
- On web, go to Settings > AI settings > Booking conversations, enable the feature and the channels you want, then choose a mode for each intent.
- Who can configure AI booking actions?
- Owners can configure, pause, resume, approve, dismiss, and take over AI booking actions. Managers can see AI status and conversations without Owner-only action controls. PRO is required.