Conversational Appointment Booking

---
title: Conversational Appointment Booking
description: Book, reschedule, and cancel appointments from Virtual Agent conversations. The ServiceNow Conversational Appointment Booking application uses Now Assist to communicate with customers.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/conv\_appt\_booking.html
release: australia
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Conversational Appointment Booking, Set up self-service, Configure, Customer Service Management]
---

# Conversational Appointment Booking

Book, reschedule, and cancel appointments from Virtual Agent conversations. The ServiceNow® Conversational Appointment Booking application uses Now Assist to communicate with customers.

**Note:** A Now Assist for CSM license must be active on your instance.

## Booking an appointment

**Important:** Conversational Appointment Booking is currently supported on the Portal only.

The appointment booking flow works as follows:

-   The logged-in user contacts your business via your portal.
-   The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
-   The Virtual Agent asks the user to share their location. If the user shares their location, the available appointment locations are displayed.
-   The user chooses a location.
-   The user chooses the purpose of the appointment.
-   The user chooses a date and time slot for the appointment.
-   The appointment booking is complete.

The following image illustrates the appointment booking flow.

\[Omitted image "MMASSET0022099-conversational-appointment-booking.png"\] Alt text: Infographic displaying the steps to schedule an appointment. For a text description, refer to the preceding text in the Booking an appointment section.

## Rescheduling an appointment

The appointment rescheduling flow works as follows:

-   The logged-in user contacts your business via your portal.
-   The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
-   The user chooses an appointment to reschedule, and enters an email ID if needed.
-   The user chooses the date and time for the rescheduled appointment.
-   The appointment rescheduling is complete.

The following image illustrates the appointment rescheduling flow.

\[Omitted image "MMASSET0022100-appointment-rescheduling.png"\] Alt text: Infographic displaying the steps to change an appointment. For a text description, refer to the preceding text in the Rescheduling an appointment section.

## Cancelling an appointment

The appointment cancellation flow works as follows:

-   The logged-in user contacts your business via your portal.
-   The user enters the appointment booking request into the chat, and the Virtual Agent uses Now Assist to understand the request.
-   The user chooses an appointment to cancel.
-   The appointment cancellation is complete.

The following image illustrates the appointment cancellation flow.

\[Omitted image "MMASSET0022101-appointment-cancellation.png"\] Alt text: Infographic displaying the steps to cancel an appointment. For a text description, refer to the preceding text in the Cancelling an appointment section.

**Related topics**  


[Configure Conversational Appointment Booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/conv-appt-booking-config.md)

[Using Conversational Appointment Booking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/conv_appt_booking_using.md)